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The most important functions of the Zendesk Customer Service Platform:
- Intuitive user interface
- Efficient ticket management system
- Automated workflows and processes
- Seamless communication through omnichannel support (email, telephone, live chat, messaging, social media)
- Help center and knowledge database
- Self-service functions
- High security standards thanks to compliance measures and TLS encryption, HTTPS and single sign-on
- Comprehensive analysis and reporting function for tracking all interactions between companies and customers
- AI-driven chatbot for quick answers to customer questions
- Integrations with various systems such as CRM, e-commerce and marketing tools
Zendesk alternatives at a glance
Although Zendesk is undoubtedly our favorite customer service platform, a Zendesk alternative may be a better choice for your company. Which software is right for your company depends on your individual requirements and the desired range of functions. In the following section, we have compiled all the important advantages and disadvantages of the five best Zendesk alternatives for you.
Sugar Serve
With Sugar Serve, companies organize their external and internal communication with ease. Clear dashboards, numerous functions and self-service portals ensure that all communication processes run smoothly. Your service agents are provided with a powerful system that allows them to efficiently manage all customer inquiries on a single platform. Automated processes, such as intelligent case routing, in which corresponding support requests are automatically forwarded to the responsible employee, ensure effective work.
Advantages:
- Good price-performance ratio
- Omnichannel system
- Wide range of functions (dashboard, reports, automation, self-service)
- Prioritization of requests according to SLA
- Very good integration options with third-party software
- SugarPredict for analyzing customer-employee sentiment and relationships
- In combination with Sugar Market and Sugar Sell, the ideal all-in-one solution for support, sales and marketing
Disadvantages:
- Very strong in combination with the SugarCRM solutions, therefore less suitable as a stand-alone solution
- Amazon Connect account required
Freshdesk
If you're looking for a solid alternative to Zendesk, Freshdesk is worth a look. This platform offers a range of features, including ticket management, automation, reporting and much more. Freshdesk is very user-friendly and easy to use. AI-based analysis tools help you and your employees to identify critical business processes and discover potential. The software is suitable for both small and medium-sized companies.
Advantages:
- User-friendly interface
- Omnichannel system
- Advanced functions (reporting, dashboards, integrations, ready-made text modules)
- Automatic ticket prioritization and forwarding to the appropriate department
- Widget for collecting customer feedback on the company website
Disadvantages:
- Limited customization to individual needs
- Limited automation options
- Test environment only included in the most expensive package
- Sometimes longer response times
Salesforce Service Cloud
Salesforce Service Cloud is a cloud-based customer support and helpdesk software that connects various external communication channels and organizes customer data and interactions. The software offers the sales, marketing and customer support departments a central platform and provides all employees with direct access and a standardized overview of all customer data. The Salesforce Service Cloud is suitable for companies of all sizes due to its high scalability. However, we recommend it to medium-sized and larger companies due to its higher price range.
Advantages:
- Numerous functions
- User-friendly chatbots for self-service functions
- Business intelligence functions for evaluating critical processes
- Automation of recurring tasks
- Good integration options with third-party software
Disadvantages:
- Limited customization for industry-specific needs
- Time-consuming familiarization with the system
- Not suitable as a stand-alone solution or for a best-of-breed approach
- Relatively more expensive than Zendesk and other Zendesk alternatives, depending on the pricing model and range of functions
LiveAgent
LiveAgent is another customer support tool that allows you to easily manage and process customer requests on a single platform. It offers a wide range of service features such as phone and email support, a live chat function, ticket management, connection to social media platforms and much more. With LiveAgent, you can automate the support process and create personalized experiences for your customers. The tool is available in a free version and is therefore particularly suitable for start-ups and smaller companies.
Advantages:
- Numerous functions
- Integrated live chat for customer enquiries
- User-friendliness
- Good customization options
Disadvantages:
- Complicated data import
- Outdated design
- More suitable for smaller companies and a lower support volume
Zoho Desk
Zoho Desk is a cloud-based customer service platform that offers you numerous features to organize your customer support across channels. Available features include phone and email support (including shared inboxes for teams), live chat, ticket system, social media integration and monitoring. The tool is available in a free version and can be used by up to three employees of a company. For five or more people, a low-cost version is available from 7 euros per month.
Advantages:
- Simple operation
- Omni-channel support
- Good integration options with other Zoho products
- Automated processes
Disadvantages:
- Complex setup
- Long loading times
- Complex pricing models
Take your customer service to the highest level with atlantis dx
Helpdesk software paves the way to better customer service and happier customers. In addition to the software solutions mentioned above, there are several other alternatives to Zendesk that can help you improve your customer support. Finding the ideal tool for your company is no easy task with so many providers and is often beyond the time frame of a company's employees and their existing skills.
You are in good hands with atlantis dx! As an IT service provider in the field of data management and customer experience, we have years of expertise in customer service and customer support solutions.
In an initial consultation, we determine your individual requirements and provide you with a suitable solution based on these. We take care of the complete setup of the software and offer you comprehensive support and regular maintenance of your system so that you can concentrate fully on your daily business. Contact us and let our experienced IT specialists advise you with information about Zendesk!
Frequently asked questions about Zendesk alternatives
There are many Zendesk alternatives that have already established themselves in Germany. The biggest competitor is Freshdesk. In addition, Sugar Serve, Salesforce, LiveAgent, Zoho Desk, HelpScout, HubSpot Service Hub, HelpDesk and TeamSupport are among the most common alternatives. Each has its own pros and cons, so it's important to research them thoroughly to find the tool that best suits your individual requirements.
Most Zendesk alternatives offer tools and instructions for migrating data. For example, Freshdesk offers a migration tool called Freshstart, while Zoho Desk has an import function for Zendesk data. Zendesk itself also has extensive import functions to make the switch from another customer service system as easy and efficient as possible.
The costs for a Zendesk alternative vary depending on the provider and the extended functions:
- Zendesk: available from 49 euros per month and employee
- Freshdesk and LiveAgent: available from 15 euros per month and employee
- Zoho Desk: the cheapest provider with a free version and a low rate of 7 euros
- Salesforce: available from 23 euros per month and employee in the Essentials package
However, price is not the only factor you should consider when choosing the right customer service tool for you. It is more important that the software fits your requirements and offers all the desired functions. Entry-level models in particular usually only include a few functions, which is why it makes sense to compare the scope of each individual model.
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