Core customer service features: The product must offer core customer service features: ticket management, a knowledge base and multi-channel support.
At least 20 user reviews on Capterra in the last two years: This ensures that there are enough reviews available to analyze the advantages and disadvantages of the products.
High likelihood of recommendation: Users should rate the likelihood of recommending the product with at least an average of 8 out of 10 on the Capterra website.
High feature rating: The product's features should have received a minimum rating of 4 out of 5 on Capterra.
The products are listed in alphabetical order.
zendesk alternatives
The 5 Best Zendesk Alternatives for Small Businesses
1.Freshdesk : Customer service support software with forecasting features
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Likelihood of recommendation: 8.6/10
Function rating: 4.3/5
Reviews: 1,544+
Freshdesk is a customer service support software from Freshworks.
The software supports chat between customers and customer service representatives. Predictive features help assess how frustrated customers are, for example through signs such as angry clicking, unnecessary scrolling or cursor crashes, so that support can be even better tailored to the individual.
Freshdesk automatically prioritizes each ticket, sends follow-up notifications, and routes tickets to agents based on their skills and workload.
Reporting and analytics features allow you to track team members' workload and increase their productivity to improve the overall customer experience. Additionally, you can embed widgets on a website and use them to collect customer feedback.
Advantages
The users positively emphasize that the application runs quickly, has an easy-to-use interface and can be learned in a short time.
The reviews highlight the variety of useful features, including reporting, pre-built text blocks, integrations and dashboards.
Disadvantages
Many user reviews mention that consistent formatting options and advanced customization options would be good.
Some find that features like intelligent spam detection or advanced automation would make the software even better.
How much does Freshdesk cost?
Freshdesk is available in five different pricing options: Sprout, Blossom, Garden, Estate, and Forest. Sprout is the free version; the paid versions start with Blossom at $15 per employee per month.
video tutorial for Freshdesk
2. LiveAgent : Helpdesk software with gamification elements for productivity tracking
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Likelihood of recommendation: 9.0/10
Functionality rating: 4.5/5
Reviews: 686+
LiveAgent is a help desk, ticket management, and live chat software. The tool uses advanced automation rules to capture customer inquiries from emails, chats, social media mentions, calls, and other channels. It then converts this information into tickets that agents can handle via dashboards.
Other features of LiveAgent include voice recording storage, knowledge base, video calling, feedback management and performance tracking using gamification methods.
Advantages
users describe the software as easy to set up and use and praise the functions for creating tickets and tagging responsible persons.
They also appreciate the quick software updates and the helpful customer support team.
Disadvantages
Some users believe that internal rule options, keyboard shortcuts, and advanced chat settings would improve the product.
Some mention that additional customization options would be helpful.
How much does LiveAgent cost?
LiveAgent costs $39 per agent per month.
LiveAgent video tutorial
3. Salesforce Service Cloud : Customer service support software with macros to automate tasks
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Likelihood of recommendation: 8.2/10
Function rating: 4.4/5
Reviews: 4,350+
Salesforce Service Cloud is a customer service and help desk software that allows you to contact customers via different channels such as email, social media and telephone. Customer data and interactions are organized so that different teams such as sales, marketing and customer support have a central, unified overview. AI-driven chatbots improve the self-service functions offered by Salesforce and help to qualify customer information to reduce processing time. Critical cases are identified by the chatbots and forwarded to the right contact persons. Macros can also be
Advantages
users appreciate the reporting, customization and integration features.
The central console for managing project details, sales and sales australia telegram data opportunity pipeline is also praised.
Disadvantages
Some reviewers find the prices rather high.
Additionally, some say Salesforce's customer and technical support could be improved to help resolve downtime and system errors more quickly.
How much does Salesforce Service Cloud cost?
Salesforce Service Cloud is available in four versions: Salesforce Essentials, Lightning Professional, Lightning Enterprise and Lightning Unlimited. The cheapest version, Salesforce Essentials, costs €25 per user per month for up to 10 people.
Video Tutorial for Salesforce Service Cloud
4. TeamSupport : B2B customer support and helpdesk software
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Likelihood of recommendation: 8.6/10 Functionality rating: 4.3/5 Reviews: 714+