Zendesk is best known for its ticketing system, automation features, and integrations, making it a fan favorite for thousands of SMBs globally. 

While Zendesk Suite provides seemingly everything you need from a help desk software, it does come with some hefty drawbacks. 

Some Zendesk customers have reported they make it very hard for you to cancel once something goes wrong, plus you’ll be dealing with unresponsive customer support.

Another major concern with adopting Zendesk is its complexity and steep learning curve — not to mention their recent price increases.

A user on G2 recently cited their dissatisfaction with Zendesk’s reporting, specifically the challenges associated with filtering and sorting tickets:

“I do not like Zendesk reporting and searching. Trying to find specific tickets or filter them in existing views can be a pain. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Despite Zendesk’s shortcomings, they’re still a powerhouse player in the market, so here’s a breakdown of their most popular features along with the advantages and disadvantages of each. 

Zendesk’s Most Popular Features

1. Ticketing System
2. Multi-Channel Support
3. Self-Service Knowledge Base
4. Chat, Messaging and Phone Support
5. Analytics and Dashboards
6. Automation, Workflows and Macros
7. Customization and Integrations
8. CRM

1. Ticketing System

• Zendesk’s ticketing system is at the core of email or chat-based customer support. It helps you manage the tickets and keep things streamlined.
• It works by tracking each customer query or issue in the form of tickets (basically records with unique IDs) that can be created, assigned to specific agents, updated with all relevant information, moved through different stages of the support cycle, and validated to ensure proper addressing of each customer inquiry.
• The typical functionalities of an all-in-one SaaS ticket management system are creating, managing, and routing support tickets. You should also be able to view and manage your SLAs with your ticketing system.
• Zendesk’s ticketing system is also designed to help customer service agents. They are given CSAT ratings, time tracking, and SLAs to make quick decisions and resolve the query as soon as possible.

Disadvantages of Zendesk’s Ticketing System

• While Zendesk provides a complete ticketing system with support for automation and analytics — the biggest downside is its complex interface.
• New support agents might face a steep learning curve with Zendesk’s ticketing UI.
• There is also a risk of improper management with Zendesk, which could accumulate backlogs and delayed customer responses, at least initially.
• Personalization and customization are possible, but only for enterprise-level plans.

2. Multi-channel Zendesk Support

Zendesk helps you track all customer interactions with its multi-channel support system, offering the following functionalities:

• Integration with email, social media, phone support, and web widgets with coding.
• Real-time messaging and chatbot functionality.
• Omnichannel experience for seamless customer interactions.

Disadvantages of Zendesk’s Multi-Channel Support

• Similar to the ticketing system, the multi-channel support provided by Zendesk also requires additional training for the support team. This can be a challenge for quick adoption and can lag your customer support operations.
•  You also stand the risk of delivering inconsistent messaging across your channels if your multi-channel support is not centralized, as each channel operates independently in Zendesk.

3. Self-service Knowledge Base

• Knowledge base is another crucial component of most help desk solutions that play a big part in providing customers self-service options.
• Zendesk customer support software allows you to build a vast knowledge base for your help desk. You can add as many articles, guides, manuals, and FAQs as needed.
• It also supports community forums to boost customer engagement and organically build a knowledge base.
• While the basic plan allows you to create a knowledge base in one language of choice, the advanced plan allows you access to over 40 languages and self-service features, albeit at a much higher price. The community forum is only available for high-tiered users subscribing to the Pro and Enterprise plans.

Disadvantages Of Zendesk’s Self-Service Knowledge Base

• Content management and maintenance are your major concerns with the Zendesk knowledge base. You must ensure that the content is always up-to-date and accurate, but regular Zendesk updates can be resource-intensive for smaller businesses.
• You also have to continuously monitor your knowledge base to check for outdated or incorrect information, which could lead to customer confusion and, in the worst case, liability issues.
• To get the advanced knowledge base features, you must upgrade to their most expensive plan starting at $115 per agent, per month.

4. Chat, Messaging, and Phone Support

Zendesk customer service software offers all-encompassing chat, messaging, and phone call support as part of its multi-channel support. Notable features in this regard include:

• Real-time chat support with Zendesk’s chatbot
• Integration with messaging apps and phone call support
• Mobile app functionality for support on the go

On top of these features, Zendesk allows you to conduct customer interactions within a context. The customer context feature lets you retain information about previous interactions, relevant details about the customer, and visibility on the overall interaction history to enable seamless interaction across all channels.

Disadvantages of Zendesk’s Chat, Messaging, and Phone Support

• Zendesk is reported to have some performance issues during peak usage. During peak times, real-time chat demands can strain customer service agents.
•  Over-reliance on Zendesk’s chatbot platform may lead to misinterpretation of complex customer queries.

5. Analytics and Dashboards

Zendesk customer support platform offers some of the best-performing analytics and dashboard features for a help desk solution. The Zendesk Explore feature provides a complete analytics application to collect, measure, and analyze customer data.

Companies like Instacart use data to delve deeper into it and uncover data trends to optimize their business operations further.

Some of the relevant features provided are:

• Performance dashboards that provide useful metrics and insights into customer support operations
• Analytics tools to measure customer satisfaction and engagement
• Customizable dashboards for Enterprise and Pro customers
• You can also export the Zendesk data into a centralized database to manipulate and analyze data.

Disadvantages of Zendesk’s Analytics and Dashboards

• The high level of features Zendesk provides can sometimes be overkill and make it difficult to use the tool. While Zendesk is powerful, the vast array of metrics and data can overwhelm small businesses without dedicated analysts.
•  Another challenge with Zendesk reporting is that it doesn’t offer deeper insights into actionable items. Data is only as good as the actions taken on it; without actionable insights, it can be just noise.

According to a user on Reddit, 

“Getting reports is freaking difficult and many times it doesn’t even show accurate, reliable data. They also messed up the Reporting and Admin sections. You used to be able to look for macros, triggers and others and it would only open a tab within Zendesk. It now opens a whole new tab in your browser, making it all so much noisy.”

6. Automation, Workflows, and Macros

• Zendesk offers several automation facilities to make workflows and customer support operations more efficient and error-free.
• It can automatically create tickets based on customer messages and help you route them using an automated workflow.
• With Zendesk, you can automate support requests using triggers and create workflows to track the ticket status at all times.
• You can customize your workflows to align with your business operations and use macros to automate simple tasks.
• Pre-configured macros can improve response times and can be created by agents to serve the common tickets.

Disadvantages Of Zendesk’s Automation, Workflows, and Macros

• The initial setup of automation rules and workflows can be complex and may require the technical expertise of someone already using Zendesk products.

7. Customization and Integrations

• Zendesk supports many third-party apps and add-ons that can add more features to your help desk implementation. You can get access to a lot of useful apps and add-ons from Zendesk’s marketplace. The integrations do not require any coding effort.
•  On top of that, you also get a good range of customization options and templates to align your customer support interfaces with your branding.
• You also get API support so your in-house team can develop and integrate their features with Zendesk to support your unique requirements.

Disadvantages of Zendesk’s Customization and Integrations

• While the customization options can make your help desk unique and fit your requirements, it requires a lot of expertise to get it done correctly. Such expertise and technical resources do not usually come cheap.

A user on Reddit recently voiced the same issue about having difficulty with integrating Instagram, Facebook, and Google Pay.

8. Collaboration and CRM in Zendesk

Teams, especially in large organizations, are often accused of working in silos. Zendesk recognizes that and offers collaboration tools.

You can use Zendesk if you are a company with 500+ employees, as it can make collaboration among huge teams easy. This will enable transparency, keep everyone in the loop, and help you boost productivity.

Some of the features that allow for easy collaboration and efficient CRM with Zendesk are:

• Internal collaboration with shared views and macros.
• Notifications and internal communications for support agents.
• Automated ticket sharing from one Zendesk account to another as required.
• Real-time agent collision detection to power up efficient real-time collaboration.
• Support for private agent comments on tickets to share important information with other agents.
• Available third-party integrations with apps like Shopify, Salesforce, Slack, Jira, HubSpot, Office365, etc.

Disadvantages of Zendesk’s Collaboration Suite and CRM

• Zendesk provides an exhaustive list of customer experience features, but it can become difficult to manage financially and operationally as you add these features.
• Moving to higher-tiered Zendesk plans can become significantly more expensive as businesses grow.

Where Kustomer Outshines Zendesk

Let’s compare Zendesk to Kustomer — where you can decide what matters. 

Here’s what real customers say after switching to Kustomer:

Implementation and Support

Kustomer is hands-on from the very beginning. Mapping out what needs to integrate, and where customer data needs to flow. They support you 100% throughout the data migration process with a team of experts that knows the product from a technical level. Implementation and even evaluation is a team effort.

Unified Customer View

Kustomer is known for its ability to provide a unified view of customer interactions across different channels. This allows agents to see the entire customer journey in one place, which can lead to more personalized and efficient support.

Simple Interface

Kustomer presents an overall easier interface than Zendesk, which often requires a complex setup. 

Customization

Kustomer is scalable. It offers a high degree of customization, allowing businesses to tailor the platform to their specific needs. This includes custom workflows, reporting, and integrations. And you don’t need an expensive enterprise plan to use customization features.

AI and Automation

Kustomer has invested significantly in AI and automation to help businesses streamline their support processes. This includes features like automated conversation classification and suggested responses.

Integration Capabilities

Kustomer is known for its robust integration capabilities, allowing businesses to connect the platform with other tools and systems.

Channel Flexibility

Kustomer supports various communication channels, including email, chat, and social media. This can be particularly useful for businesses interacting with customers across multiple touchpoints.

Pricing Model

While both platforms offer various pricing plans, some users have found Kustomer’s pricing model more transparent and flexible than Zendesk.

Ease of Use

Kustomer’s interface is more intuitive and user-friendly, especially for agents juggling multiple interactions simultaneously. Thus, your customer reps (even those in non-English speaking, second or third-world countries) can get started with little training.

Why switch to Kustomer?

Compared with Zendesk, Kustomer shines with a cleaner UI, better omni-channel support, modern AI capabilities, and overall value pricing.

Learn why Kustomer exceeds expectations when compared to Zendesk:

• Pricing is a no-brainer. Kustomer starts at $89 per month / per user for the enterprise package, meanwhile Zendesk does not disclose their enterprise plans.
• Kustomer provides 360-degree customer insights by allowing you to merge data from different channels, whereas Zendesk has limited customer visibility.
• Kustomer makes it easy to switch between various support channels and connect data across all your digital channels, allowing you to provide a high level of personalized customer support. There are no channel limitations as you would encounter with Zendesk.
• AI capabilities provided by Kustomer are enhanced for high speed and low response times. You can easily embed AI into your automated workflows and deploy bots when required. 
• Kustomer has a very low learning curve, and maintenance with Kustomer can be done in-house without hiring any expensive third-party consultant help. 

But there’s a reason why you’re here browsing this list of the best Intercom alternatives, likely because Intercom isn’t checking off all the requirements you need in a customer engagement platform. 

It doesn’t mean Intercom is a bad solution, in fact we think it’s an adequate software with plenty of upside — but there may be other tools on the market that better align with your business requirements. 

Why consider an alternative to Intercom?

Outages can be problematic: According to one user on G2:

“Intercom constantly has outages. In the past month alone I’ve had 4+ outages that lasted over a day. During these outages, customers would submit via Intercom and their submission was never logged! Completely unacceptable.”

Cost and Scalability: According to several user complaints, like this one on Reddit, a common reason businesses start looking for alternatives is due to Intercom’s pricing structure. 

Intercom’s prices are complex, unpredictable, and often too high for startups. Typically, the cost is based on the number of users and the volume of customer interactions. As a result, the final price you have to pay is unpredictable and can increase rapidly as a business starts to grow.

Intercom’s pricing starts at $39 per seat / per month for the essential plan, but it doesn’t offer the same features as the advanced and expert plans. There are “full seats” and “lite seats” which can vary greatly in their feature allowances and pricing. 

Their pricing explanation is very nuanced as the overage fees can rack up fast causing frustration for many business owners, forcing them to look for an alternative.

Feature and Integration Limitations: While Intercom provides a great set of functionalities, it doesn’t have every feature every company needs. For example, if you’re deeply integrated with a CRM system, you might find that Intercom doesn’t offer the direct connection you need.

Also, if you require real-time data synchronization with other platforms, you might find Intercom’s syncing capabilities insufficient. This is a customer expressing his disappointment with Intercom on Reddit.

Also, when you use Intercom, you might need additional plugins or workarounds to integrate with e-commerce giants like Shopify, whereas some Intercom alternatives support these integrations out of the box.

Usability and Customization: Intercom is a bit infamous for having a complex user interface that can sometimes overwhelm new team members. Also, if you want to heavily personalize your customer support to match your brand and workflow, you might find Intercom’s relatively limited customization options to be a problem. There are better alternatives that provide a more intuitive user interface and greater flexibility in customization.

What to look for in an Intercom alternative?

Functionality

When looking for an Intercom alternative, the features and capabilities are the first things you need to consider. Here’s a shortlist of things to think about. 

• Real-time messaging: Real-time messaging is crucial for Intercom alternatives, as you need to address your customers’ questions instantly, avoiding any delay that could leave them waiting.
• Ticketing system: A robust ticketing system organizes every customer interaction into a trackable ticket. This will ensure every concern is addressed and resolved, with no issue left unresolved.
• Integrations with popular platforms: Your alternative should play well with the tools you already use. Whether it’s Slack for internal communication, Salesforce for customer management, or Zapier for automating workflows.
• CRM capabilities: The platform should help you keep track of customer interactions and data. This means having a system in place that records contact information, conversation histories, and other relevant customer data.
• Chatbots for automated customer interactions: To increase efficiency, a good platform will offer chatbots. These can handle common queries and simple tasks, providing immediate responses to customers and freeing up human agents for more complex issues.

Pricing

When you’re looking at alternatives to Intercom, take a close look at how they set their prices. Make sure it’s clear and makes sense for your budget. 

Intercom does offer a 14-day free plan, but with paid plans, each additional feature should justify the extra cost. And don’t forget to think about the future – you want a service that can handle your growth without costing you a fortune as your needs increase.

• Value for Money: Consider what you’re getting for the price you pay. Does the alternative offer key features like analytics, customization, and support at a reasonable cost? 
• Scalability: Your chosen platform should grow with your business. This means that as your customer base expands, the platform can handle increased demand without a drop in performance or a steep increase in price.

Customer Engagement

• Live Chat Software: Live chat is a ubiquitous feature these days for any customer support service, offering a means for real-time interaction.
• Email Marketing Templates: You’ll want to look for a service that offers ready-made email templates.  These should be easy to customize, saving you time.
• Social Media Integrations: Most customers now prefer to look for services on Facebook and WhatsApp and send messages through them. Therefore, your chosen solution should integrate with social platforms like these.

Ease of Use

• User-friendly interface: A good Intercom alternative should come with an interface that’s intuitive – you want your team to spend time helping customers, not figuring out software.
• Mobile app functionality for on-the-go support: The service should also offer a solid mobile app, enabling your support staff to respond to customer needs promptly, even when they’re away from their desks.

Helpdesk

• Help desk software capabilities: Help desk software capabilities are important to log, track, and resolve customer queries according to priority and complexity. It will prevent any customer request from being overlooked or lost in the shuffle.
• Shared inbox for team members: This allows team members to access customer communications in one place. This will help to give customers more consistent responses. 
• Knowledge base for self-service: With a comprehensive knowledge base customers can find answers to their questions on their own, reducing the load on your support team.
• Support tickets and routing functionalities: Your customer support team likely includes members with expertise in specific areas of your service. This feature is important to direct customer issues to the appropriate team member without delay.

Customization

• Customizable chat widget for website visitors: You should look for a platform that offers a customizable chat widget, which can be adjusted to fit the look and feel of your website.
• Canned responses for support agents: A customer support service should have canned responses at the ready for support agents so your customers receive quick, consistent, and efficient replies to common questions.
• Add-on features and integrations: The right tool will offer a suite of add-on features and integrations, allowing you to expand its capabilities as needed.

Reporting & Analytics

• Customer satisfaction measurements: Keep a pulse on customer happiness with customer satisfaction measurements, because at the end of the day, how your customers feel about your service is what counts.
• Live chat transcripts and chat tool analytics: These will help to gain insights into customer needs and service quality.
• Segmentation tools and workflows: This will help to organize your customer base into meaningful groups so that you can make support and marketing efforts much more targeted and effective.

eCommerce Automation

• E-commerce support: E-commerce support is needed to keep up with the specific demands of online retail, from purchase to post-sales support.
• Omnichannel customer communication platform: An omnichannel customer communication platform breaks down the barriers between different channels, giving your customers a cohesive experience whether they reach out via email, chat, or social media.
• Marketing automation capabilities: With marketing automation capabilities, you can not only respond to customer needs but also proactively engage with them, which will help drive growth.

Top 12 Intercom Competitors On The Market Right Now

1. Kustomer
2. Drift
3. Zendesk
4. HubSpot
5. Freshdesk
6. HelpCrunch
7. LiveAgent
8. HelpScout
9. Crisp
10. Tidio
11. Olark
12. Zoho

1. Kustomer

Kustomer is a top competitor to Intercom, best known as a CRM-focused customer service platform that integrates seamlessly with a range of customer communication channels. 

It effectively combines CRM, customer engagement, and helpdesk software into one unified omnichannel platform, optimizing customer interactions. 

Kustomer offers a user-friendly messaging platform with advanced features for enhancing customer relationships. 

With Kustomer, businesses can achieve:

• One place to manage all customer relationships – including conversations, tickets, data, orders, and customer profile data, natively stored within the Kustomer platform, enabling elevated and accelerated service.
• Simplified and cost-effective customer support operations.
• Customization and automation of customer experience workflows.
• Improved response times, even when support reps are offline.
• Monitoring and enhancement of support agent performance while decreasing ticket volumes. 

Advanced features of Kustomer include:

• Merging conversations through a Unified Customer View across various platforms, equipping support agents with a full history of customer interactions.
• Employing Intelligent Automation workflows that efficiently handle customer inquiries with minimal manual intervention.
• Providing Real-Time Analytics through detailed dashboard insights into customer engagements and agent effectiveness.
• An accessible Self-Service Portal can be added to your website, designed to lower incoming inquiries significantly. This feature is customizable to match your brand and is accessible in over 70 languages.

Success stories from clients who have switched to Kustomer include Paddle, which saw over an 80% improvement in service level agreements (SLAs) within a few months and achieved a customer satisfaction (CSAT) score of over 99% within five months. 

PieSync also experienced significant improvements, reducing customer wait times by 88% after adopting Kustomer.

Regarding pricing, Kustomer offers two main packages: an Enterprise package priced at $89 per month for each user, and an Ultimate package at $139 per month for each user.

If you are looking for an Intercom alternative, choosing Kustomer is a no-brainer.

2. Drift

Drift is one of the biggest Intercom Alternatives out there, and at one time they had a pretty serious rivalry going. To this day, Drift still shines with chatbots for lead generation that are specifically designed to convert website visitors into leads. Drift really excels when it comes to website lead gen and chat. 

Pros:

• With over 50 integrations available, Drift syncs with major players like Salesforce, HubSpot, Zapier, Slack, and Google Analytics. This means you can plug Drift into your existing workflows and have all your tools talking to each other without much hassle.
• Drift’s customer service is generally well-regarded. They assign a dedicated success manager to help you get the most out of the product and provide sales training for your team. Regular meetings are part of the package, ensuring that you’re not just buying a product but a service that evolves with your needs.

Cons:

• Drift does come with some drawbacks. Feedback from some users suggests the quality of support from the dedicated customer manager can diminish over time.
• Additionally, the AI chatbots may not be as intelligent as advertised, functioning more on pre-programmed responses than genuine AI, which may disappoint those looking for more sophisticated interaction capabilities.

Pricing:

Pricing for Drift is tiered to accommodate different needs. 

• For small businesses, the premium package at $2,500 per month includes essentials like live chat, custom chatbots, real-time notifications, and conversational landing pages. This level is a solid start for businesses looking to enhance their customer interactions.
• If you’re in need of more sophisticated features such as A/B testing and flexible routing options, Drift’s advanced package would be the next step up. For top-tier needs like AI-powered chatbots and dedicated workspaces, the enterprise package is available, though you’ll need to discuss pricing directly with Drift.

3. Zendesk

Zendesk is known for its strong customer support tools and help desk features. It integrates with social media platforms like Facebook messenger, offering a chat widget that can be customized and added to various platforms. 

Pros:

• The platform is flexible, with many APIs that let you expand its capabilities. 
• You can choose from 1,200 pre-built apps that are ready to use with Zendesk, which makes Zendesk a good choice for diverse business needs.
• Zendesk offers a comprehensive knowledge base and ticketing system, which is what they’re most famous for. 

Cons:

• Aside from high costs, many customers complain that Zendesk’s support service is not what it should be. There are lots of complaints online citing the Zendesk support team seems to take a long time to reply to customer queries. 
• Also, some customers complain that Zendesk has a steep learning curve. However, it offers a content academy to familiarize users with all of its features. 

Pricing:

• Zendesk’s pricing begins with the Suite Team plan at $55 per agent each month. It comes with a core set of features and an analytics dashboard. If you’re unsure, Zendesk offers a 14-day free trial to test its services.
• After the Suite Team, the Suite Growth plan costs $89 per agent per month. It includes extra services like support in multiple languages and a self-service portal for customers. 
• The Suite Professional plan is the most popular at $115 per agent per month. It adds advanced AI tools to your support system in addition to the features of the Suite Team package. 
• For large enterprises, the Suite Enterprise plan provides comprehensive features, but you’ll need to discuss the price with Zendesk directly.

4. HubSpot Service Hub

HubSpot Service Hub is an integral component of the broader HubSpot ecosystem. Therefore, you can easily integrate it with other HubSpot services that target marketing and sales operations.

Pros:

• The Service Hub stands out with features such as powerful email marketing capabilities, an engaging live chat feature, and advanced segmentation tools. You can use these features to create a personalized and responsive customer service experience.
• Most importantly, HubSpot supports several features not commonly found in other platforms like Intercom. For example, HubSpot offers exclusive functionalities such as playbooks, a customer portal, Omni-Channel Routing, and Conversational Intelligence.
• HubSpot Service Hub offers a variety of packages to fit different business requirements. You can start with a free plan that comes with a substantial suite of tools. 

Cons:

• Customer feedback on HubSpot’s support services is mixed. Some find it not responsive enough, while others are satisfied with the technical support team.
• HubSpot Academy offers extensive educational content, so you can make the most of it by learning on your own.

Pricing:

• As your needs grow, you can opt for advanced options such as the Starter, Pro, or Enterprise packages. 
• Pricing begins at $18 per month for Starter, climbs to $450 for Pro, and peaks at $1,200 for Enterprise. 

5. Freshdesk

Freshdesk is a cloud-based customer service solution that simplifies your support tasks. It provides a comprehensive ticketing system, a knowledge base for customer self-service, and omnichannel communication to help you offer personalized support efficiently.

Pros:

• With Freshdesk, your team can reduce repetitive work thanks to its AI-powered automation, allowing your service to run smoothly and on autopilot. This AI also boosts productivity and efficiency, making it easier for your team to provide excellent customer service.
• A standout benefit of choosing Freshdesk over Intercom is its simplicity and straightforwardness. It’s known for its low learning curve, affordability, and strong phone support, making it a user-friendly and cost-effective option.
• Customers praise Freshdesk for its ease of use and effective support, which helps new users get up and running quickly. And because it’s easy to learn, users typically find they have fewer questions compared to other customer support platforms, allowing them to focus more on delivering quality customer service.

Cons:

• Some users have noted that the reporting and analytics features in Freshdesk may not be as robust or detailed as they would like. Depending on your specific reporting needs, you may need to utilize additional 3rd party integrations via Zapier. 
• The free plan of Freshdesk may have limitations in terms of features and capabilities. Small businesses may need to upgrade to a paid plan to access advanced functionalities.

Pricing:

• You can try Freshdesk with their 14-day free trial and their pricing structure is transparent, as well.
• The Free Plan is suitable for up to 10 agents and includes essential features like Ticket Dispatch, a Knowledge Base, analytics and reporting, data center location options, team collaboration tools, and 24×7 email support.
• For a more robust set of tools, the Growth Package is available at $15 per agent per month. It expands on the Free Plan with access to over 1000 marketplace apps, advanced automation, Collision Detection, comprehensive helpdesk reports, and 24×5 phone support.
• There are two additional packages available. The Pro Package is priced at $49 per agent per month. The Enterprise Package costs $79 per agent per month.

6. HelpCrunch

HelpCrunch offers a comprehensive customer communication platform, combining SMS and email notifications with unlimited chat. Their pricing is transparent, based on your team size and email usage, ensuring you only pay for what you need without surprise fees for user reach and additional add-ons.

Pros:

• HelpCrunch is designed to respond to customer inquiries quickly and accurately, addressing one of the main concerns of Intercom customers. The platform’s integration capabilities span across various social media platforms. 
• With each higher-tier package from HelpCrunch, you receive more of everything. More messaging channels to engage with customers, more widgets for customization, more pop-ups for interaction, more AI editor requests for communications, and more chatbot flows to streamline your service.

Cons:

• Customers are generally satisfied with HelpCrunch’s customer support and service quality. 
• However, they do mention instances when some features don’t work, or the notification sounds do not go off.
• Moreover, some customers express concerns about the platform’s analytics features being insufficient.

Pricing:

HelpCrunch’s pricing plans are designed to suit different business needs.

• Basic Plan: At $12 per month per team member.
• Pro Plan: At $20 per month per team member.
• Unlimited Plan: At $495 per month.
• HelpCrunch also offers a 14-day free trial. 

7. LiveAgent

LiveAgent is a customer service solution with a strong focus on live chat software, support tickets, and help desk functionality. 

Pros:

• LiveAgent’s platform is user-friendly and boasts a customizable live chat widget that enhances real-time interactions through features like canned responses and a real-time typing view. 
• Furthermore, it’s a fully multilingual system, ensuring that language barriers do not hinder customer support.
• LiveAgent provides easily accessible, comprehensive reports directly from your dashboard and maintains native applications for both Android and iOS devices, allowing support teams to deliver service from anywhere, at any time.

Cons:

• Client feedback suggests that LiveAgent delivers a robust service. 
• However, a notable concern is its limited integrations with external tools, which can pose challenges for businesses that rely on a broad ecosystem of apps and services.

Pricing:

Regarding pricing, LiveAgent’s structure is tiered to suit different business sizes.

• Small Business: At $9 per agent, billed annually, this plan offers foundational features like 3 email accounts, 2 live chat buttons, and 1 knowledge base.
• Medium Business: Priced at $29 per agent/month when billed annually, it includes everything in the Small plan plus additional features such as 10 email accounts, call center support, and 20 departments.
• Large Business: For $49 per agent/month on an annual billing cycle, it expands further with 150 email accounts and additions like WhatsApp integration.
• Enterprise: At the top tier, $69 per agent/month annually provides an extensive suite for large-scale operations, offering 500 email accounts and advanced departmental capabilities.

LiveAgent also offers a 7-day free trial with a personal email or a more extended 30-day trial with a company email, allowing potential users to explore the service.

8. HelpScout

HelpScout is a customer support platform designed to enhance team collaboration and streamline customer conversations. It’s a simple and straightforward SaaS product and thrives regarding its simplicity and ease of use. 

Pros:

• A shared inbox that helps teams collaborate and manage customer emails effectively.
• A knowledge base to empower customers to find answers independently.
• A help widget, known as Beacon, integrates with websites to offer immediate support assistance.
• Automated workflows to improve response times and streamline processes.
• Reporting capabilities for tracking performance and customer satisfaction.

Cons:

• Customer reviews generally highlight HelpScout’s ease of use and reliable performance, with a notable absence of bugs. 
• However, some users have expressed that customization options for the help documentation are somewhat limited, which may be a drawback for teams requiring more integrated solutions.

Pricing:

HelpScout has three pricing packages. 

• The Standard Plan is for growing teams at $20 per user per month, providing essential support tools and allowing for up to 25 team members. 
• For more complex needs, the Plus Plan and Pro Plan are available at $40 and $65 per user per month respectively, each adding more features and capacity for larger teams.
• They also offer a free 15-day trial, allowing teams to test its features before committing to a plan.

9. Crisp

Crisp is a versatile chat tool designed to cater to the communication needs of startups and small businesses. 

It offers live chat capabilities, email marketing options, and a variety of integrations to streamline customer interactions and enhance the support experience. 

Customers have expressed satisfaction with Crisp’s service, citing minimal downtimes and appreciate features such as instant screen sharing and the ability to conduct video calls.

Pros:

The Crisp Shared Inbox is a key feature, centralizing various communication channels such as live chat, email, social media direct messages, WhatsApp, and phone calls into one unified inbox, making collaboration within teams more efficient.

• A website chat widget to engage visitors directly on your site.
• Contact forms to capture visitor information even when offline.
• Mobile applications to manage communications on the go.
• Unlimited conversations without caps on messages or contacts.
• Integrations with platforms like Shopify and WordPress.
• Chat triggers to initiate conversations based on visitor behavior.
• Knowledge base creation to provide self-service support for customers.
• Chatbot functionality to automate and scale conversations.
• Instant screen sharing and video call capabilities for a more interactive support experience.

Cons:

• You don’t get a knowledge base unless you upgrade to the unlimited plan, which is an annoyance for growing businesses. 
• Generally speaking, their pricing plan seems to be manipulative in that you don’t get any of the best features unless you upgrade to their most expensive plan. 

Pricing:

• Crisp offers a range of pricing packages starting with the Basic Plan, which is free and perfect for personal sites or those just needing a straightforward chat function. 
• The Pro Plan at $25 per month per workspace, is suitable for most startups, although it is still quite restricted in its capabilities. 
• For businesses seeking an advanced suite of tools, the Unlimited Plan is available at $95 per month per workspace.
• Crisp also offers a 14-day free trial for any plan, allowing users to test the full range of features before making a financial commitment.

10. Tidio

Tidio is a comprehensive solution that combines the power of chatbots, live chat software, and email marketing to optimize customer engagement and service for businesses. 

It is particularly known for its robust integrations with e-commerce platforms, facilitating efficient interactions and automation. 

Pros:

• With Tidio, businesses can leverage conversational AI to resolve up to 70% of customer inquiries, providing quick and efficient service. 
• The platform also includes live chat and helpdesk features for more direct, hands-on customer support.
• Businesses can enhance their lead generation and tackle cart abandonment by using over 35 pre-designed chatbot templates.
• Tidio allows for the personalization of greetings for both new and returning visitors and aids in boosting sales through product recommendations and timely discounts.
• Tidio’s customer support is known to be responsive and helpful, assisting users in maximizing the platform’s capabilities. 
• The service quality is held in high regard, with a focus on reliability and user-friendly experiences, making it a trusted choice for businesses looking to enhance their customer engagement strategies.

Cons:

• They charge you more if you want to get rid of the “Powered by Tidio” branding, which is cited as a common annoyance. 
• You don’t get a dedicated customer success manager unless you pay for their most expensive pricing package which costs $400 per month.

Pricing:

• If you’re considering your options, the Free Plan is a great place to begin, offering a solid range of features at no cost. 
• The next tier, their Starter Plan steps up for just $29 USD monthly.
• For those focusing on direct interactions, the Communicator Plan is priced at $25 USD per seat each month. 
• And if automation is key, the Chatbots Plan begins at $29 USD per month.

11. Olark

Olark is a live chat platform that lets agents interact directly with customers on the company website. Olark is a basic and straightforward tool that lets you quickly answer customer questions, provide support, and increase website conversion rates. 

Pros:

• One of the standout features of Olark is its ability to show you chat analytics in real-time. This means you can see how many people are chatting, how satisfied they are, and how your support team is performing right away. 
• You can customize your chat widget to align with your company’s design and branding, making it look like a natural part of your site.
• Olark can send automated messages to start conversations with customers, which is useful for generating leads when you’re not available to live chat. 
• It integrates well with other tools — connecting with over 20 different CRM and sales software without the extra costs.
• Customers often say they get good value from Olark for the price, especially when compared to similar tools like Intercom. That’s because Olark offers many features without adding more charges for each one.

Cons:

• You have to pay more for various types of “PowerUps” which are optional add-on features that are priced individually from $29 to $99 per month. 
• You can add a PowerUp to any account — the price does not change based on your team size or type of plan, but PowerUps will make your monthly bill more expensive, as the charges and fees can add up fast. 

Pricing:

When it comes to pricing, Olark keeps it uncomplicated. 

• They charge $29 per month for each person on your team who will be using the chat. 
• There’s only one price for all the features, making it easy to understand what you’ll pay.

12. Zoho Desk

Zoho Desk is a cloud-based help desk solution that is part of the extensive Zoho software ecosystem. It’s designed to manage your customer support activities and help you offer support through various channels.

Pros:

• Zoho Desk provides a centralized platform where you can handle customer interactions through email, live chat, and social media platforms.
• The software includes AI-driven assistance to help support agents by suggesting solutions based on past tickets and customer queries.
• It allows you to build a comprehensive self-service knowledge base for your customers to find answers to common questions.
• Zoho Desk comes with advanced reporting features, enabling you to track and analyze your customer service performance and agent productivity.
• Customer feedback highlights the strong after-service support that Zoho provides. Your dedicated account manager will not only assist with the initial setup of your Zoho Desk environment but also offer ongoing support through phone and email. 

Cons:

• You don’t get the live chat functionality unless you upgrade to their most expensive plan (Enterprise) starting at $50 per month. 

Pricing:

• The Standard Plan offers multi-channel support and a Help Center at $20 per user per month. 
• The Professional Plan enhances these offerings at $35 per user per month. 
• If you’re looking for more advanced features, the Enterprise Plan at $50 per user per month covers a wide range of services.

The Bottom Line When Choosing an Intercom Alternative

A good customer service platform does a lot more than just let you chat with customers. It’s a one-stop shop that brings together all the pieces of customer support enhancing the overall customer experience.  This is why a complete CX platform is preferred to just a messaging platform, like Intercom.

Kustomer takes it to the next level. It’s not just about chatting; it’s about giving you an all-around view with its omni-channel platform. It lets you see and manage every customer interaction from one place, making everything simpler and more connected. 

With Kustomer, you’ll benefit from AI that’s built for speed, cutting down wait times for your customers. You can slip AI into your routine tasks and bring in bots as needed, which means your customer service is quicker, smarter, and always on point.

But don’t get lost in the allure of their mighty brand name and powerful corporate marketing, because the Zendesk customer disappointment is real. 

Zendesk’s resources and willingness to prioritize customer relationships has come under fire since it was acquired for $10B in a private equity deal. In this guide, we’ll break down the many reasons why customers are switching away from Zendesk. 

Scroll down to see a list of the most popular alternatives to Zendesk, along with the top features, pricing, pros and cons of an ideal customer service platform.

So why look for an alternative to Zendesk?

Zendesk suggests switching to them for stability, but it comes at a cost — Zendesk just raised their prices by 15%, but promises a “grandfathered rate” to customers who agree to an annual commitment. 

Limited customer support leading to frustration

Users on Reddit recently voiced their dissatisfaction with the company’s limited customer support options. 

One user even said: “Quit limiting the way we can contact support. It’s really annoying to spend almost 60K a year on Zendesk, and not be able to call.”

Another frustrated user on G2 recently said:

“At the end of my experience, this service felt like it was a scam. They take your money, won’t let you downgrade, keep charging your card, and you can never speak to a real person.“

Given the critical importance of excellent customer service, it’s no wonder why users are frustrated with Zendesk.

In a recent study we ran here at Kustomer, we found that customer service is ranked #2 as the most important attribute when selecting software or a solution right below price as the #1 ranked attribute.

Pricing considerations

• Zendesk is considered a premium service with an expensive subscription that may not be within the budget range for startups.
• The starting price for a monthly suite plan at Zendesk is $55 per month, which could increase depending on your varying needs. Cheaper options are available but come with limited facilities, such as fewer agents supported.  
• Their professional plan starts at $115 per user / per month, and their enterprise pricing is currently not disclosed. 

Steep learning curve and overwhelming setup process

• On top of being expensive, Zendesk can also be quite feature-heavy with a steep learning curve before getting ramped up with the platform.
• Onboarding with Zendesk can be an intimidating and overwhelming process.
• Zendesk makes you rely on their self-service resources for deployment, so you won’t have access to a live customer support team if you need help. 

One user said it took nearly 3 months to fully deploy Zendesk:

“It took me 3 to 4 weeks to learn Zendesk. Then another couple of weeks to meet with the various department leaders to help refine their processes and design workflows. It took me 3 weeks to build the whole thing out in the production environment and test everything. Then we spent a week migrating our tickets over from the old system and training all the agents.”

Top 20 Zendesk Competitors On The Market Right Now

1. Kustomer
2. Freshdesk
3. Help Scout
4. Zoho Desk
5. Salesforce Service Cloud
6. Gorgias
7. LiveAgent
8. HappyFox
9. Nextiva
10. HubSpot Service Hub
11. Intercom
12. Front
13. Gladly
14. Helpjuice
15. ProProfs
16. Jira Service Management
17. ServiceNow CSM
18. SolarWinds Service Desk
19. Kayako
20. Groove

1. Kustomer

With Kustomer securing a recent $60M investment, the company’s future shines brighter than ever, and also holds exciting expansion plans. Kustomer is projecting to double the size of the company while making significant investment in their product — this is Kustomer’s commitment to AI-driven customer support innovation. 

Overview of Kustomer

Kustomer is an omni-channel customer engagement platform providing a 360-degree view of all customer interactions — to summarize, Kustomer’s suite of support tools is the ultimate CX solution for modern businesses.

Using Kustomer for your entire helpdesk, you can:

• Deliver a consistent customer experience across all channels.
• Reduce the cost and complexity of customer support operations.
• Aggregate customer data from all business segments to attain a holistic understanding of each customer.
• Customize business logic and automate CX workflows.
• Reduce turnaround time when support agents aren’t available.
• Track agent performance and reduce ticket volume.

Kustomer’s Advanced Features:

• Unified Customer View: Consolidates customer conversations from various channels, offering support agents a comprehensive picture of a customer’s history.
• Intelligent Automation: Features smart workflows to automate tasks and manage customer requests efficiently.
• Real-Time Analytics: Feature-rich dashboard for monitoring customer experience and agent performance.
• Self-Service Portal: Add an easy-to-navigate, searchable, and SEO-friendly help center to your website to reduce contact rates at scale. Customize the look and feel of your knowledge base without writing code. Cater to different audiences, regions, or brands and localize content in over 70 languages.

Why switch from Zendesk to Kustomer?

Compared with Zendesk, Kustomer shines with a more user-friendly UI, better omni-channel support, enhanced AI capability, and overall value pricing.

Check out what real users on G2 are saying about the benefits of Kustomer:

• It’s an omni channel platform for all types of interactions like chats, emails, calls, social media, SMS and WhatsApp.
• The flexibility of customizing the platform based on what we need to support the business aside from the ease of use.
• Kustomer keeps their platform up to date with the latest AI technology.
• Collaboration capabilities make all team members work together on support tickets, saving time and effort.
• Many 3rd party apps can be integrated so easily.
• Finally, the most important part is reporting and analytics. Kustomer provides detailed reporting and analytics, enabling businesses to gain valuable insights into their customer support performance and identify areas for improvement

Here are some of the ways Kustomer exceeds expectations when compared to Zendesk:

• Pricing is a no-brainer. Kustomer starts at $89 per month / per user for the enterprise package, meanwhile Zendesk does not disclose. 

• Kustomer provides 360-degree customer insights by allowing you to merge data from different channels, whereas Zendesk has limited customer visibility.

• Kustomer makes it effortless to switch between the various channels and connect data across all your digital channels, allowing you to provide a high level of personalized customer support. There are no channel limitations as you would encounter with Zendesk.

• AI capabilities provided by Kustomer are enhanced for high speed and low response times. You can easily embed AI into your automated workflows and deploy bots when required. 

• Kustomer offers a rich set of essential tools to boost agent productivity. The learning curve is very low, and maintenance with Kustomer can be done in-house without hiring any expensive third-party consultant help. 

• With Kustomer, you get easy report generation for tracking all tasks your agents are currently working on. Kustomer presents an overall easier interface than Zendesk, which requires a complex setup. 

What real people are saying on LinkedIn:

A prospective customer recently shared their rollercoaster ride with Zendesk, and it’s a whirlwind:

• Zendesk notified the customer of an upcoming price hike, clearly driven by their private equity overlords’ profit demands. 
• Not seeing the value, the Zendesk customer sent them a cancellation notice two months before the contract’s end, but of course — Zendesk played hard to get. 
• Zendesk went radio silent for a month, leaving them hanging in suspense. 
• When they finally replied, Zendesk claimed they sent the notice to the wrong email and now they couldn’t cancel because it wasn’t within the mandatory 30-day window. 
• They just want to switch to Kustomer, but Zendesk’s throwing up roadblocks.
• So, here’s the deal: Zendesk took a swing at Kustomer, but it boomeranged right back at them. If you’re stuck in a Zendesk contract and need a way out, Kustomer’s got your back. 
• Kustomer can also help with the data migration process – making the switch easy and painless. 

2. Freshdesk

Freshdesk is another cloud-based support platform that helps you manage customer interactions, queries, and issues. It provides all the essential helpdesk features such as omni-channel support, knowledge base, and automation.

With Freshdesk, you can automatically create issues based on incoming communication through email, chat, social media messages, and phone calls. The ticketing system provided by Freshdesk is easy to use and can integrate with a range of third-party applications, allowing you to multitask from a single platform. 

It is also powered by AI, therefore enabling the best use of automation and analytics in your customer relationship management.

Why users like Freshdesk: (according to G2)

• It’s great for handling customer emails.
• It makes routine tasks fun and interesting.
• The basic functions work well for small teams.

Some key features of Freshdesk:

• An excellent ticket management system with support for categorization and priority-based scheduling.
• A thank you detector feature that automatically reopens or resolves tickets based on customer messages. 
• Facilitates collaboration with other teams by sharing ownership of tickets with complete transparency. 
• Automatic creation and assignment of tickets based on chats, emails, or customer calls. 
• Progress analysis reporting to keep track of issues and overall productivity. 
• Agent collision detection to enable efficient ticket management. 
• Template responses to speed up response times. 

Who is Freshdesk a good fit for?

• Freshdesk is a simple and easy-to-use tool when compared to the feature-heavy Zendesk.
• Freshdesk users seem to be happy with the bundle option for $15 a month, offering a Shopify integration plus the custom knowledge base.
• It’s great for efficiency, ease of use and presents a good ticket management system that any company can use. 
• While Freshdesk suffices the need for most common use cases, it lacks the level of customization that you can get with Zendesk. 
• So, this tool could be a good alternative to cash-strapped startups and small businesses that might find Zendesk too expensive. 
• Freshdesk is also good for collaboration functionalities like real-time chat, ticket assignment, and internal notes, foster smooth collaboration among support agents.
• Freshdesk is a solid choice for omnichannel support, offering diverse communication channels such as email, phone, social media, and live chat.

Freshdesk Pricing

Freshdesk has a free plan with basic features like ticketing, analytics, and email support. Its premium subscription rates start from $15 per month per agent. 

3. Help Scout

If you are a growing business needing extra support for your customer service operations, Help Scout could be a solid alternative to Zendesk. It is cheaper yet feature-rich, has an intuitive UI, and comes at a lower learning curve when compared to Zendesk. 

Why users like Help Scout: (according to G2)

• It’s easy for basic customer email management.
• It’s great for streamlining collaboration between agents.
• Doesn’t “nickel and dime you” on features like the bigger brands.

Some key features of Help Scout:

• One of the coolest features you get from Help Scout is shared inboxes for enhanced email support. 
• Shared inboxes allow you to drive collaboration among your teams by being able to share information and be up to date on all previous customer interactions. 
• It also provides a saved replies database that makes it easier to respond to customer queries and has built-in automation features and AI capabilities that make ticketing and workflows efficient. 
• Help Scout also gives you access to a Docs feature that you can utilize for self-service support. You can build a knowledge base and share it with your customers for quick issue resolutions. 
• Help Scout integrates readily with e-commerce platforms like Shopify and supports data migration tools to help you bring customer data from multiple sources. 
• It also provides a wide range of tools for improving your services, such as Customer satisfaction surveys and metrics tools.

Who is Help Scout a good fit for?

• SMB companies: Help Scout’s simple interface, affordable pricing, and focus on basic features make it ideal for smaller teams that need a user-friendly solution.
• Remote and distributed teams: Help Scout’s easy to use mobile app enables teams to work effectively from anywhere.
• Teams needing light customization: With Help Scout, teams can customize workflows, branding, and reporting to meet specific needs.

Help Scout Pricing

Help Scout offers a very competitive pricing model, which starts at $20 per user per month. It also provides a free trial for 15 days to help you assess the tool. 

4. Zoho Desk

Zoho Desk is another cost-effective Zendesk alternative that provides an extensive list of features to manage your CRM functionalities. It is a great fit for sales-focused teams with features like an easy-to-use customer portal, SLA management, and customizable templates. 

Why users like Zoho Desk: (according to G2)

• Robust set of features for a fair price.
• An economical way to connect with clients.
• Great option for small businesses on a budget.

Some key features of Zoho Desk:

• Zoho is known for its CRM tools and business applications, which integrate seamlessly with the Zoho desk solution. 
• It is also cloud-based and can be a centralized platform to manage customer interactions from multiple channels like social media, chatbot, email, or phone calls. 
• It has everything you look for in a helpdesk solution, such as a knowledge base, instant messaging, a chatbot called Zia, automatic ticketing from customer messages, workflow automation, alerts, and more. 
• Zoho allows for integration with more than 800 third-party apps, giving you a high degree of flexibility you couldn’t achieve with Zendesk API integrations. 
• It also has more transparent pricing options compared to Zendesk. 

Who is Zoho Desk a good fit for?

• Medium and large businesses: Zoho Desk offers advanced features and functionality suitable for larger companies with more complex support requirements.
• Zoho Desk appears to be a solid choice for companies who want to develop a robust set of self-service options.
• Teams that need extensive integrations: Zoho Desk integrates with wide selection of third-party applications, enhancing its functionality and connecting it to other business tools.

Zoho Desk Pricing

Zoho Desk services start from $14 per month per agent. There is also a free plan available with limited features. 

5. Salesforce Service Cloud

If you already use the Salesforce platform, you can easily integrate with the Salesforce service cloud, which provides a comprehensive CRM and support solution. 

Salesforce has a long track record of providing SaaS-based services for businesses, therefore providing access to a wide range of features and easy integrations with third-party apps. 

Why users like Salesforce Service Cloud: (according to G2)

• Helps support agents deliver “top notch” customer experiences.
• Out of the box features allow you to “hit the ground running”
• Collects data in one place, providing a better understanding of customer pain points.

Some key features of Salesforce Service Cloud:

• Chatbots (or bots).
• AI-driven customer insights via their predictive analysis tool, Einstein. 
• Omni-channel support, including phone (call center), live chat, and social media.
• Salesforce health cloud (provides healthcare-specific services).
• Drag and drop UI functionalities.
• Personalized email and SMS.

Salesforce can provide complete visibility into customer data, which is not the case with Zendesk. It also has a more accurate reporting feature when compared to Zendesk. 

Who is Salesforce Service Cloud a good fit for?

• Salesforce Service Cloud is particularly well-suited for businesses with extensive customer bases and a high volume of inquiries.
• Salesforce Service Cloud is an obvious choice for those businesses already using Salesforce systems such as the CRM and marketing cloud.

Salesforce Service Cloud Pricing

Pricing is very wide ranging, however it starts at $25 per month / per user, with a 30 day free trial.

6. Gorgias

Gorgias is a customer service solution that is geared towards eCommerce businesses, with a customer base of around 12,000 merchants. 

It easily integrates with all major eCommerce platforms like BigCommerce, Shopify, and Adobe Connect. 

One of the stand-out qualities of Gorgias is their high quality customer service. Unlike Zendesk, which provides generic support, Gorgias customers say they are able to resolve issues with a quick turnaround time. 

Gorgias also has an easy-to-use interface with built-in features for customer feedback and marketing, which usually come as add-ons with additional costs in Zendesk. 

Why users like Gorgias: (according to G2)

• Great for eCommerce integration.
• Designed for businesses using Shopify.
• Helpful tools, add-ons and external integrations.

Some key features of Gorgias:

• Omni-channel support including SMS, WhatsApp, phone calls, live chat and email. 
• AI-driven responses for customer inquiries and chatbots.
• Integration with e-commerce platforms, notably Shopify. You can let your customers carry out important operations like order placements, refunds, and order cancellations on Shopify through Gorgias. 
• Automation for enhanced personalization and agent assistance.

Who is Gorgias a good fit for?

• Gorgias is a standout choice for companies primarily selling through eCommerce monetization models.
• Gorgias is an excellent option for companies running on Shopify, or want to integrate with tools like Klaviyo.

Gorgias Pricing

The starter plan for Gorgias is one of the lowest, starting at $10 per month — however it comes with limitations and you need to pay more for feature upgrades and management of higher support ticket volumes. 

7. LiveAgent

LiveAgent is a simple customer support platform that provides all the basic features that you need for essential customer relationship management. It offers live chat, a ticketing system, and social media integrations. 

LiveAgent is best suited for small teams and startups looking for a “quick and dirty” helpdesk implementation. It is extremely easy to set up and get started, whereas Zendesk requires much effort and a learning curve to get acquainted with. 

Why users like LiveAgent: (according to G2)

• It’s a reliable system.
• Easy to communicate with clients in real-time.
• The knowledge base punches above its weight class.

Some key features of LiveAgent:

• Omni-channel support with an intuitive interface.
• Metrics and analytics for improved customer experience.
• High-resolution rates are enabled with a call center feature.
• A cost-saving ticketing system.
• Knowledge base feature to build your information hub for self-service facilities. The articles, how-to guides, and manuals can all be directly accessed from your dashboard. 

Who is LiveAgent a good fit for?

• LiveAgent appears to be a good fit for small businesses that need the simplest and cheapest possible customer service platform.

LiveAgent Pricing

LiveAgent offers various plans that start from $9 per month / per agent for small businesses, meanwhile their enterprise plan starts at $69 per month. 

8. HappyFox

HappyFox goes beyond the basic functionalities of a helpdesk platform by offering additional capabilities that help with project management and team collaboration. 

Compared to Zendesk, HappyFox stands out with unique features like helpdesk automation, multi-brand SSL support, and shared inboxes at a fraction of the cost that you would pay for Zendesk. 

Ultimately, HappyFox is well suited for companies that require heavy cross-departmental collaboration, but are seeking an affordable alternative to Zendesk.

Why users like HappyFox: (according to G2)

• Extremely basic, therefore simple to use.
• Great choice for essential ticket handling and management.
• Ideal option when graduating from Gmail to a ticket management system.

Some key features of HappyFox:

• Offers a knowledge base.
• Ticket system with automatic conversion of customer messages from chats and emails into tickets. 
• The ticket management system also provides accessible interface options like quick actions, previews, and list views. 
• Advanced automation capabilities.
• SLA management tool.
• Categorized integrable apps and widgets.
• In-app training modules to familiarize your agents with HappyFox features. 

Who is HappyFox a good fit for?

• HappyFox is good for small startups who have outgrown Gmail and need to start managing customer support in a more systemized way.
• HappyFox can be set up and running fast. For small teams with basic needs, HappyFox can definitely be a solid option for getting off the ground and running.
• HappyFox is one of the easiest CX platforms to use. So if you just need the essentials, it’s not a bad option.

HappyFox Pricing

HappyFox subscription price starts at $39 per agent / per month. But unlike other platforms, you must subscribe to at least five agents for every plan. 

9. Nextiva

Nextiva is an AI-powered, omnichannel customer experience platform designed to empower businesses in effortlessly managing their digital brand presence and customer service experiences. 

With Nextiva, you get a unified dashboard and helpdesk for monitoring and engaging in digital conversations across social media, messaging, chat, email and online review channels. With features like real-time analytics, sentiment analysis, and automated responses, Nextiva enables businesses to enhance engagement, monitor brand sentiment, and create positive customer experiences. 

Nextiva is more than just a cloud communication solution – it’s a CX platform designed to elevate your brand.

Why users like Nextiva: (according to G2)

• Exceptional customer support.
• Great value for smaller budgets.
• Ideal for teams that need VoIP integration.

Some key features of Nextiva:

• Digital Customer Service: Omnichannel customer experience dashboard and helpdesk (ticketing, routing, responding)
• Online Review Management: Listen & respond to reviews on local and digital listings, as well as online and app stores
• Social Media Management: Connect, observe and engage with communities across all major social media platforms
• Live Chat: Improve sales & support interactions on your website and messaging apps with real time response to customer inquiries
• Conversation AI: Automate sales & service engagements, optimize workflows and let technology do the heavy lifting

Who is Nextiva a good fit for?

• Nextiva is the best choice for teams who need to integrate with a VoIP phone system or call center software.

Pricing:

Nextiva has plans for businesses of all sizes and offers a 30 day free trial.

10. HubSpot Service Hub

HubSpot Service Hub is a customer service software designed to help businesses manage and improve their customer support and service operations. It is one of the most basic tools on the market today. Because of its simplicity, HubSpot Service Hub is also one of the most popular solutions out there.

Why users like HubSpot Service Hub: (according to G2)

• Ideal for direct integration with other HubSpot tools.
• Great for versatility and pre-built integrations with other software.
• Satisfactory outcomes after switching from Zendesk to HubSpot.

Some key features of HubSpot Service Hub:

• Ticketing System: For prioritizing customer inquiries, complaints and support requests.
• Knowledge Base: A basic knowledge hub where businesses can store information such as FAQs, guides, and other resources to help customers find answers on their own.
• Live Chat: Basic live chat functionality for communication between customers and support teams.
• Analytics: Reporting tools to track key metrics related to customer service performance.
• Integration with HubSpot CRM: HubSpot Service Hub is natively integrated with HubSpot’s CRM (Customer Relationship Management) system, a popular choice for unifying customer interactions across marketing, sales, and service.

Who is HubSpot Service Hub a good fit for?

• HubSpot Service Hub is the best choice for companies who want to stick within the HubSpot ecosystem of tools – such as their CRM and marketing automation platform.
• This interview on the George B. Thomas podcast goes in-depth into the pros and cons.

Pricing:

HubSpot Service Hub pricing starts at $450 per month.

11. Intercom 

Intercom is one of Zendesk’s biggest competitors and doesn’t shy away from taking a dig at them.

Intercom claims that “Customer service has evolved. Zendesk hasn’t.”

Intercom shines with its “all-in-one” platform that allows you to handle all customer support tasks in one place. No more clunky dashboard with an overwhelming number of options.

The cloud suite also seems to beat Zendesk at utilizing AI. It seamlessly combines human-powered customer support with AI-powered capabilities, ensuring efficiency and speedy responses.

Why users like Intercom: (according to G2)

• We were able to get better customer feedback and increased our conversion rate for sure.
• It’s simple to use, and I was able to complete my training in 2 weeks.
• Their constant innovation feels like having a tech-savvy buddy in our corner.

Some key features of Intercom:

• Intercom allows businesses to provide customer support across various channels, including email, in-app messaging, and social media, ensuring a seamless and integrated experience.
• You can segment customers based on various criteria, such as behavior, location, or other custom attributes. 
• The platform offers automation features, allowing businesses to set up automated messages and responses. This helps handle routine queries, provide instant responses, and improve overall efficiency in customer support processes.

Who is Intercom a good fit for?

• Intercom seems to be a better choice for personalization and utilization of AI in customer service.
• One user said this about Intercom: “Since moving our support ticketing from Zendesk to Intercom, we’re not only saving both money and agent time by consolidating to one support platform, but we’re also delivering a faster and more personalized experience to our customers.”

Pricing:

Intercom starts at $39 per month per seat.

12. Front

Not all customers are created equal. Some are more complex than others. Solving their issues requires you to coordinate across teams and departments. That’s where Front comes in. Its team-friendly customer service software allows multiple teams to solve a customer’s issue collaboratively.

Front’s navigation is also designed for speed. Agents are presented with an email-like interface that requires minimal click. They can aggregate multi-channel support into one inbox message and deliver the support customers want – all within a single window.

Why do users like Front? (according to G2)

• Excellent communication and info organization. Our team can chat internally on the chain on emails.
• We switched from Outlook to Front. I like how it is similar to using a cell phone.
• I’d rate Front 9 out of 10. We are solving different problems with it.

Some key features of Front:

• Front offers a shared inbox where teams can collaborate on handling customer inquiries and support tickets. This centralized platform ensures that all team members have visibility into customer communications, reducing the chances of duplication and improving response time.
• Front emphasizes collaborative workflows, allowing teams to assign, comment, and discuss customer interactions within the platform.
• Front offers analytics and reporting features that offer insights into team performance, response times, and customer satisfaction metrics.

Who is Front a good fit for?

• Front is a good option for B2B industries like manufacturing, logistics, software, and financial services.
• Any business providing cross-department customer support, where several teams are working together to solve customer issues.

Pricing:

Starts at $59 per month per seat (minimum two seats required).

13. Gladly

A single customer can raise multiple tickets throughout their lifetime. Having this ticket history logged in one place can give you a lot of insights. Gladly organizes this for your agents so they can serve customer well in the long-run.

The tool provides several customer insights, such as preferences, intent, and purchase history. That’s why Gladly can help you prioritize tickets and serve the important ones first.

Why do users like Gladly? (according to G2)

• I like the way it is easy to find and link any task or profile.
• Efficient and robust. Really easy to get the hang of it as most things are self-explanatory.
• The usefulness in managing a customer’s profile.

Some key features of Gladly:

• Gladly has built-in channels including voice, IVR, text/SMS, chat, social platforms, and email, eliminating clunky integrations.
• It helps you procure a wide range of information including agent status, payments, voicemail, and knowledge base, along with various other proprietary features like Dedicated Hero, Gladly Sidekick, Liveboards, Proactive Voice, and more.

Who is Gladly a good fit for?

• Businesses looking to improve first call resolution.
• Those looking for customer service software with a low learning curve.

Pricing:

Starts at $180 per month per customer.

14. Helpjuice

Formatting and customization are some of Zendesk’s largest limitations. But Helpjuice takes that pain away, making it one of the top competitors to Zendesk on the market.

Helpjuice is a dedicated knowledge base platform that easily enables the set-up, management, and analysis of a knowledge base. Among other features, you can set up authors, publish multiple versions so users see the most updated content, structure content for easy navigation, control content visibility, analyze content impact, and optimize for search.

With intelligent analytics, you can dig deep into what users search for and which content solves their problems.

Zapier integration allows you to use Helpjuice with any software of your choice.

Why do users like Helpjuice? (according to G2)

• Helpjuice was the quickest to respond to all of our questions and meet all of our criteria.
• Helpjuice’s search engine is comparable to Google’s search engine.
• Helpjuice has transformed our knowledge management.

Some key features of Helpjuice:

• Helpjuice is primarily designed to create comprehensive knowledge bases. Users can easily create, manage, and organize articles and documentation to provide self-service resources for customers.
• Helpjuice includes a robust search engine that helps users find relevant information quickly.
• With version control features, Helpjuice enables users to track changes made to articles over time.

Who is Helpjuice a good fit for?

Helpjuice shines with their robust knowledge base capabilities. Therefore, it’s a great option for businesses that prioritize maintaining a comprehensive knowledge base.

Pricing:

Starts at $120 per month.

15. ProProfs Help Desk

At first glance, ProProfs resembles any other help desk software. It has a ticketing system, email management, help desk time tracking, and knowledge base features.

But it does something no other tool does. With ProProfs, you get all these features for free for a lifetime. The catch is it’s limited to just one account.

ProProfs was designed to improve agent productivity. Thus, it has features like collaborative email, contextual data, automated workflow, and so on.

Simple yet robust, ProProfs allows anyone to get started with customer support for free.

Why do users like ProProfs Help Desk? (according to G2)

• Loaded with robust ticketing features. This tool is a great bet.
• The best part of being associated with ProProfs is that they offer incredible support.
• Becomes 10x powerful with Salesforce integration.

Some key features of ProProfs Help Desk:

• ProProfs enables users to easily create quizzes and surveys for educational purposes, employee training, or customer feedback.
• The platform supports the creation of online courses, making it suitable for businesses and educators looking to provide interactive and engaging training materials.
• The platform allows users to create surveys and polls to gather feedback and insights from customers or employees, helping organizations make data-driven decisions.

Who is ProProfs Help Desk a good fit for?

ProProfs Help Desk is a great choice for startups since it allows freemium access for one account.

Pricing:

One account is free. Additional accounts cost $19.99 per month.

16. Jira Service Management

Jira is often thought of as a task management tool. But it also has a Service Management feature that is similar to Zendesk. It allows us to manage in-house and customer tickets and serve their needs.

Jira Service Management is a complete suite to help you manage customer service. From live chat to email support to knowledge management, you get everything under one roof.

Jira is a perfect choice for those already on the Atlassian platform.

Why do users like Jira Service Management? (according to G2)

• Jira Service Desk is a great tool to manage customer requests and SLAs.
• It has ticketing management for almost all departments.
• Easy tool for collaboration and customers.

Some key features of Jira Service Management:

• Jira Service Management allows teams to create, track, and prioritize tickets, ensuring a systematic approach to handling customer issues.
• You can create automation rules to streamline repetitive tasks, such as assigning tickets, sending notifications, and updating statuses, improving overall efficiency.
• The tool seamlessly integrates with knowledge base systems, enabling the creation and maintenance of a comprehensive repository of articles and documentation.
• Jira Service Management allows teams to set and manage SLAs to ensure timely resolution of customer issues. This feature helps maintain service quality by establishing and monitoring response and resolution timeframes.

Who is Jira Service Management a good fit for?

Jira Service Management is well-suited for organizations that require a robust IT service management (ITSM) solution with a focus on streamlined incident and request management. 

Pricing:

Starts at $20 per month per agent.

17. ServiceNow CSM

Like Jira, ServiceNow is not known for its customer service features and is more renowned for IT management. However, it has a dedicated customer service management platform that is on par with Zendesk in some regards.

The CSM feature is integrated into the Now platform, and you get those capabilities inside the same dashboard. The most basic CSM feature is the Intelligent chatbot. It is a virtual chatbot that understands human speech and offers reliable support.

Then, there are advanced features like workflow optimization, ticket management, process mining, guided decisions (contextual next actions recommendation), and predictive intelligence, among others.

An undesirable aspect of ServiceNow CSM is its lengthy deployment period. Deploying it requires you to work with consultants and can take months.

Why do users like ServiceNow CSM? (according to G2)

• Best CSM solution for large enterprise organizations to handle case management and resolution management.
• Excellent ticketing tool to handle incidents, service requests, changes, and problem tickets.
• The platform is made with automation focus and provides a lot of control on the entire process workflow.

Some key features of ServiceNow CSM:

• ServiceNow CSM provides omni-channel support, allowing businesses to interact with customers through various channels, including email, chat, phone, and social media.
• It also supports workflow automation, helping streamline processes and handling cases systematically.
• The platform includes self-service portals where customers can find answers to common queries, access knowledge base articles, and submit requests.

Who is ServiceNow CSM a good fit for?

ServiceNow CSM is particularly beneficial for large enterprise organizations seeking a unified platform that integrates seamlessly with other IT service management functions to provide a holistic approach to customer service.

Pricing:

Customizable. Provided upon request.

18. SolarWinds Service Desk

SolarWinds is another IT management suite along the lines of Jira and ServiceNow. And Zendesk’s rival feature is the Service Desk functionality.

Categorized as an IT Service Management suite (ITSM), the platform’s guiding principle is to accelerate the resolution process and improve efficiency. Its cross-functional design, combining data from various departments, is a testimony to that principle.

It integrates with other products in its suite, like asset management, to provide a 360-degree view to the service reps so they can resolve queries faster. On top of that, it gives the team complete flexibility to organize the columns as per their preference.

All in all, it’s a great alternative to Zendesk if you have complex ticketing needs.

Why do users like SolarWinds Service Desk? (according to G2)

• The best thing about SolarWinds Service Desk is the Asset Discovery where we can easily scan assets like servers, databases, applications, computers, and mobile devices.
• SolarWinds offers strategies for achieving exponential growth in IT business solutions.
• The service was quick and straight to the point, necessary questions and answers provided.

Some key features of SolarWinds Service Desk:

• SolarWinds Service Desk lets IT teams log, prioritize, and resolve issues, ensuring a structured approach to managing service disruptions.
• It supports change management processes, helping organizations implement changes in a controlled and systematic manner.
• It provides automation capabilities and allows organizations to customize workflows.

Who is SolarWinds Service Desk a good fit for?

SolarWinds Service Desk is aimed at large companies with complex IT infrastructure and lots of users.

Pricing:

Customized pricing. Provided upon request.

19. Kayako

Kayako is similar to Zendesk in a lot of ways. But it’s dubbed as one of the most affordable Zendesk Alternatives out there.

One notable cost-effective feature is its integration with 700+ apps through Zapier free of cost. In Zendesk, you’d have to do it through the Zendesk marketplace, which charges a fee.

Another feature is the collaborative functionality that allows you to include external vendors or teams without paying extra. Zendesk would charge you for this.

Kayako also understands the needs of the smaller businesses and does away with ticket silos. Its proprietary SingleView technology allows you to gather context, send personalized responses, and prevent asking redundant questions that waste both the agent’s and customer’s time.

Why do users like Kayako? (according to G2)

• Best and affordable helpdesk system.
• Kayako is one of the best ticket management and live chat platforms to use.
• The color coding is definitely one of the strongest features, as other ticket systems I’ve used do not have this feature.

Some key features of Kayako:

• Kayako includes a knowledge base where businesses can create and maintain articles, FAQs, and documentation.
• Kayako provides automation features and customizable workflow rules. This allows businesses to automate routine tasks, such as ticket routing and responses, improving efficiency and ensuring consistent and timely support.
• The platform supports the implementation of customer satisfaction surveys.

Who is Kayako a good fit for?

• Kayako is suited for small businesses that need a robust and affordable ticketing system.
• E-commerce businesses and companies with internal IT support desk needs will also find it valuable.

Pricing:

Starts at $15 per month per agent.

20. Groove

Groove has identical features to Zendesk for the most part. Yet, customers dub it as an easier, better, and more productive tool.

The first feature that helps Groove outperform Zendesk is its intuitive dashboard, which is superior to Zendesk’s clunky one. It is visually appealing for the agents and offers robust customization. Because of this, Groove is also more personal to the users who receive personalized support.

Unlike Zendesk, Groove’s integrations are free to connect, making it more appealing to businesses looking to cut costs. On top of that, it is cheaper than Zendesk. Thus, it’s not hard to see why over 50,000 of its customers prefer Groove over Zendesk.

Why do users like Groove? (according to G2)

• There are so many tools that are in Groove that makes it so very useful. The tracking of the emails is the start.
• Groove creates efficiencies and growth in Business Development and Account Management.
• Enjoy Using Groove, it makes my day so much more productive!

Some key features of Groove:

• Groove provides a shared inbox where teams can collaborate on managing customer emails, messages, and inquiries.
• The platform includes a ticketing system to help teams organize and prioritize customer inquiries.
• Groove offers automation features and customizable workflow rules.

Who is Groove a good fit for?

Groove is a good fit for businesses looking for an affordable alternative to Zendesk. Both startups and small business owners prefer it.

Pricing:

Plans start at $19 per month per agent.

Most Important Factors When Choosing a Zendesk Alternative

• Internal Team Needs: Ensuring that the chosen software solution meets the needs of customer support teams as well as cross-departmental partners. 
• Customer Experience: How the software impacts customer communication, satisfaction, and overall experience.
• Add-ons and Extensions: Availability and variety of add-ons to expand the software’s capabilities.
• Support and Onboarding: Availability of resources for onboarding team members, support agents, and CSMs. How easily do these resources integrate with your company’s LMS for employee onboarding?
• Pricing: Comparing free plans, enterprise plans, and other pricing structures for different solutions.
• Automation Capability: Demo the features that will help agents streamline repetitive tasks and set up workflows like ticket routing and escalations.
• Functionality and Customization: Evaluate how intuitive and customizable the platform is. For example, can you change plans as your business needs grow and evolve? How customizable is the knowledge base? Etc. 
• Knowledge Base: How quickly can your customers get answers to FAQs? How easy is it for administrators to publish how-to guides, manuals, useful articles, setup tips, video demos, and more. How many languages are supported? Etc. 
• Omni-channel Support: Today’s expectations are to service your customers everywhere, no matter which digital communication channels and interfaces they contact you from. This extends beyond your corporate website, to social media channels and beyond. Your helpdesk solution should provide a unified customer experience across all these channels. 
• Personalized Support: Multi-channel support encompassing email, chat, social media, WhatsApp, Messenger, etc. can help you engage customers on a deeper level and allow for personalized support. Agents should be able to quickly pull up account history to save time while helping customers.
• Ticketing System: This is one of the bare minimum features that a customer support software solution must provide. The key is resolving customer issues fast and efficiently, with automated ticket system optimization. 
• Integrations: While helpdesk solutions have their own ticketing systems, they may still have to integrate with other ticketing tools used by other teams like dev teams, IT teams, marketing teams, and more. So, depending on your workflows, you should also look into the available support for integration with tools like Salesforce, Jira, Slack, Shopify, etc.
• Real-Time Features: This can be in the form of notifications, collision detection, collaboration, automatic ticket creation, reporting, and other real-time functionalities.
• Cloud-Based vs. On-Premise: On-premise helpdesk software has the limitation of being tied to just the physical location where it is installed. In comparison, cloud-based helpdesk solutions can be used from anywhere and anytime, making them more adaptable to increasingly digital transactions. 

The Bottom Line on Choosing a Zendesk Alternative

• Zendesk is often quoted as the de facto choice for customer service software — despite its massive customer base, may not always be the best fit for every company. 
• Evaluate your alternative options and pay attention to what’s involved in the deployment of a new customer service platform — including factors such as total cost of ownership, the data migration effort and the overall amount of onboarding support needed if you switch from Zendesk to any of these alternative solutions. 
• It’s worth considering Kustomer, a top rated alternative to Zendesk — especially if you need a ticketing system with built-in service CRM capabilities. 
• Kustomer provides in-depth customer data insights, offering incredible omni-channel support and self-service options. Kustomer is a great fit for eCommerce, hospitality, marketplace and other consumer-focused businesses that need a detailed picture of every customer profile with a rich history of all the interactions within the customer lifecycle. 

Welcome to The Kustomer Service Pulse, a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. 

While 2023 may have been the year of Barbenheimer and Taylor Swift, we also saw great strides in customer service. AI has become more widely implemented across the industry, companies are growing their proactive customer service offerings, and interactions are becoming increasingly personal.

As these new technologies are being implemented in the background, how are companies handling customer service now? Are there any key learnings that we can implement from brands this year as we plan for 2024?

Here is a collection of some viral customer service moments this year, and how brands can learn from these experiences to improve their offerings and ultimately build trust and loyalty among consumers.

Delta Flight Attendant Comforts Nervous Passenger 

To kick off 2023, a Delta airlines flight attendant, Floyd Dean-Shannon, sat in the aisle of the aircraft to comfort a nervous passenger on a flight to JFK. He calmly explained every sound and bump, holding her hand when the passenger was scared. He even offered her a mimosa to brighten her spirits and settle her nerves.

As Dean-Shannon told Good Morning America: “I went on ahead and held my coffee and I sat there next to her for like 10 minutes explaining to her… ‘So you’re gonna feel like this or a little up and down feeling… The gears are coming out. You’re going to hear all of this. But I guaranteed safety – that if nothing was not right on this plane, we would never lift off the ground.”

Other passengers took notice, capturing the moment and sharing it on Facebook where it quickly went viral for Dean-Shannon’s willingness to go the extra mile. Many called for a raise, and while Delta never revealed the internal aftermath of this kind gesture, the positive goodwill has certainly helped the brand.

Kustomer Reacts: Human touch can be a vital aspect of customer service. While AI is making great and important strides to improve customer service, AI combined with a human service agent is key to unlocking improved support. In fact, tools like KIQ Customer Assist can leverage AI to increase efficiency and automation to free an agent’s time to provide meaningful touchpoints, like we see here with Delta.

Food Influencer has a Negative Experience in Atlanta

Keith Lee, TikTok influencer and food reviewer who has amassed over 15 million followers, took a family trip to Atlanta in October and naturally embarked on a food tour of the southern city. He visited a number of restaurants, including Atlanta Breakfast Club, The Real Milk and Honey, and Old Lady Gang, all of which he shared an incredibly negative customer service experience with unusual rules. 

At Atlanta Breakfast Club, for example, Keith shared that they would not be served water until the entire table was seated and were charged $1 for butter. The Real Milk and Honey refused to serve members of his family, while Old Lady Gang assigned his family a 90-minute wait time.

This sparked outrage on TikTok, where many Atlanta residents shared the same sentiment. Even Cardi B chimed in on an Instagram Live that customer service in the city is less than ideal, and she has to name drop to get a seat at these restaurants.

Old Lady Gang did reply with an apology of the long wait time and asked Keith to return in the future, while The Real Milk and Honey posted a now-deleted response to his review stating, “who is Keith Lee?”

Kustomer Reacts: Empathy plays a key role in customer service, placing the agent (or in this case, restaurant staff) in the shoes of their guest to understand where they are coming from and why they might be upset. While there are many aspects of CX that are out of our control, like unexpected wait times, it’s important to address the customer from a place of understanding. Flexibility and creativity can take this even further, looking for new solutions that can help meet the customer’s needs, while working within the constraints of the problem.

A Woman’s Stanley Cup Survived a Car Fire – So Stanley Bought Her a Car

And perhaps our favorite – and most viral – story of the year. Danielle Lettering filmed a TikTok of her car after a fire. The only item to survive was her Stanley Cup, including the ice inside which was still frozen. Commenters were shocked that the Stanley was able to survive the fire in such great condition, calling it the best Stanley advertisement.

Stanley took it a step further with a video from the CEO offering to not only send her some Stanley Cups, but to buy her a new car. Viewers were thrilled to see the brand step in to help Danielle, who shared her gratitude to Stanley for replacing her car. While it’s unlikely Stanley will have a response this big for a customer again, it highlights the importance of responding to timely reviews to build brand loyalty.

Kustomer Reacts: Social media has undoubtedly become a huge player in customer service, not only offering more channels for consumers to reach brands, but allowing customers to share their stories and reviews – both good and bad. As businesses consider their modern customer service approach, it must include omnichannel channel support, to meet consumers where they are – anywhere, any time, and on any channel.

As we enter 2024, it’s a great time to reconsider your customer service strategy to learn from key, viral moments on how to deliver personalized, effortless customer service.

The AI/CX Virtual Summit 2023, hosted by Kustomer on December 12th, marked a significant event for customer experience (CX) professionals and enthusiasts. The summit, with its rich content spread over 15+ hours, was not merely a virtual conference; it was a gathering of ideas, discussions, and insights from leaders around the ecosystem. The significance of the event was really about its timing, as it came at a moment when AI is changing quickly and every technology company and agency is trying to keep up with these new innovations. With a keynote by Matt Dixon, the author of the Effortless Experience, and a host of other notable speakers, the summit was an invaluable resource for anyone looking to stay ahead in the customer experience domain.

Below are 5 key learnings for any customer experience or customer support professional taken from the 29 sessions during the event. Most of these learnings were brought up multiple times by multiple speakers throughout the virtual event.

5 Key Learnings

1. Consistently Celebrate Customer Milestones

Lindsay Kolinsky from Okendo, in her session “Maximizing Post-Purchase Engagement,” stressed the importance of recognizing and celebrating customers. She emphasized, “Celebrating your customers is essential for building a community around your brand.” This approach will foster a sense of belonging and loyalty, transforming customers into brand advocates. It’s about creating experiences that resonate on a personal level, making customers feel valued and part of a larger community.

Nate Brown, Co-founder of CX Accelerator, in the session “Creating Brand Advocates through CX,” underlined the power of customer recognition. He stated, “Recognition is a powerful tool in turning customers into brand champions.” This strategy not only boosts customer satisfaction but also encourages word-of-mouth promotion. Building a strategy around customer celebration can significantly impact brand perception and customer loyalty, creating a positive feedback loop that benefits both the company and its customers.

2. Use AI to Personalize Every Customer Touchpoint

Andrei Negrau, Co-founder of Siena.cx, in “AI-Driven Personalization Techniques,” highlighted the indispensable role of AI in marketing. He observed, “Personalization is not a luxury, it’s a necessity in today’s market, and AI is the key to achieving it.” The perspective emphasizes the need for AI to create amazing experiences for each customer, enhancing their journey. AI’s ability to analyze data and predict customer preferences is revolutionizing the way businesses interact with their customers.

Jeremy Suriel, CTO of Kustomer, in his keynote discussion, spoke about the transformative impact of AI. He noted, “AI allows us to understand and respond to customer needs in real-time, making every interaction unique.” The insight showcases how AI can be leveraged to ensure each customer feels understood and valued. AI’s real-time response capabilities will soon change the landscape of customer engagement, allowing for a more dynamic and responsive interaction model.

3. Centralize Your Data

Chelsea Jones, Co-founder of Shopify Plus Agency Chelsea and Rachel Co, in “Integrating Data for a Unified CX,” emphasized the importance of data integration in crafting a cohesive CX strategy. She stated, “Centralized data is the backbone of a cohesive customer experience strategy.” This strategic intiative enables a more comprehensive understanding of customer behavior and preferences, leading to more effective and personalized experiences. It also ensures consistency across various touchpoints, enhancing the overall customer journey.

Shray Joshi, Forbes 30 under 30 nominee, from Good Peeps, in “Data-Driven Decision Making in CX,” stressed the strategic advantage of data centralization. He said, “Having all your data in one place is critical for making informed decisions that positively impact the customer journey.” This centralized approach facilitates a deeper analysis of customer interactions, allowing for more targeted and effective strategies. It also streamlines processes, reducing the likelihood of data silos and inconsistent customer experiences.

4. Focus on Collecting First-Party Data About Your Customers

In that same session mentioned above “Maximizing Post-Purchase Engagement,” Lindsay Kolinsky from Okendo again emphasized the significance of collecting zero-party data for creating super fans. She stated, “It’s about collecting data, zero party data that you can own for yourself, use Okendo to do that, and then figure out all the different customer touch points in order to utilize that data to create super fans.” Her insight highlights the importance of gathering first-hand customer data to understand and enhance the customer journey. By focusing on zero-party data, companies can gain deeper insights into customer preferences and behaviors, allowing for more personalized and effective marketing strategies. This is especially important as third party data providers become less reliable.

In another session titled “Clicks to Loyalty: Nikki’s Approach to a CX and Retention Marketing Tech Stack,” Nikki Tooman, Co-founder of Sticky Digital, highlighted how first-party data plays a crucial role in the current privacy landscape. “We don’t know who to trust now. You’re hearing crazy open and click thru rates, customer attribution is biased based on the platform. The only way forward is first-party data.” To Nikki’s point, first-party data provides the foundation for building strong customer relationships and tailoring marketing efforts to meet individual needs, ultimately enhancing the overall customer experience.

5. Be Strategic and Thoughtful About When and Where Humans Should Engage in the Customer Experience

Dave Weiner from Priority Bicycles, in his session, discussed the balance between AI and human touch in customer service. He expressed initial concerns about AI-based responses, “I was a little scared because it would lose what makes our team special. But I quickly found that it just was helping them speed up an intelligent response that was already in their minds and that they already put on paper just helped it sound a little more professional.” This insight underscores the importance of using AI as a tool to augment, not replace, the human element in customer interactions. The strategic use of AI can enhance the efficiency and professionalism of responses while maintaining the unique qualities of human customer service.

Weiner further elaborated on the delicate balance required in integrating AI into customer support. “The balance is to speed up the process for your team members to make it a lot easier, but not at the expense of hurting the brand and having generic responses,” he explained. His perspective emphasizes the need for businesses to find the right mix of AI and human interaction. It’s about leveraging AI to streamline processes and improve response times without losing the personal touch and authenticity that customers value in human interactions.

How to watch:

The AI/CX Virtual Summit 2023 laid a foundation for the future of customer experience in the AI era. We’re only in the early stages of Customer Experience and AI. For those interested in exploring these insights further, every session is available on-demand. By registering at https://aicxsummit.kustomer.com/, you can access a wealth of knowledge and apply these strategies to elevate your customer experience in 2024 and beyond. Whether you are new to the field or an experienced professional, these sessions offer valuable lessons for all committed to enhancing customer experience in the AI era. Look out for our next virtual event in 2024!

Kustomer is proud to announce CRM Powered Proactive Messaging is now generally available! This means, we now offer the ability to use updates on custom objects (e.g. orders/products/etc) to trigger a workflow. Now a customer’s product change can automagically inform them about changes in their order status, such as delivery notifications.

Why is this important?

In today’s service landscape, customer expectations continue to grow and evolve.  In order to differentiate, companies need to think beyond just meeting those expectations and now must consider how best to exceed them for their customers. Kustomer’s new feature addresses this need by enabling proactive engagement, allowing businesses to initiate conversations with customers before issues even arise. This approach helps transform customer service from reactive problem-solving to anticipatory support.

The Power of Delivering Proactive Service

Delivering proactive service is a powerful strategy that can transform the customer experience. This approach involves understanding and addressing customer needs before they arise, thereby reducing friction and enhancing satisfaction. By leveraging data analytics and predictive modeling, businesses can identify potential issues and offer solutions proactively. This not only demonstrates a deep commitment to customer care but also builds loyalty and trust. Proactive service can lead to increased customer retention, as clients feel valued and understood. Moreover, it helps set your brand apart in a competitive market. By consistently exceeding expectations and preempting problems, businesses can foster a positive brand perception and cultivate long-term customer relationships. A proactive mindset not only benefits customers but also streamlines internal operations, leading to greater efficiency and reduced costs associated with reactive support. At its core, proactive service is not just a customer support strategy; it’s a comprehensive approach to customer engagement that can drive significant business growth.

What’s Next? 

Kustomer remains committed to investing in AI and making even greater enhancements to it’s already powerful platform to further elevate service experiences and deepen customer loyalty. Stay tuned for more transformative features designed to redefine customer engagement.

At Kustomer, we are hyper-focused on delivering innovative solutions that solve problems for our customers.  This month, we are incredibly excited to bring that innovation to life with Customer Assist featuring AI Responses – an enhanced chatbot powered by multiple engines, including OpenAI’s ChatGPT, poised to deliver up to a remarkable 45% increase in automation efficiency for businesses.

Customer Assist advances Kustomer’s powerful, industry-leading chatbot by leveraging cutting-edge AI language models to seamlessly resolve customer issues with secure, precise, and natural-language responses sourced from a customer’s support content. In addition, it allows businesses to engage with customers across multiple channels, unlock personalized CRM data, elevate customer experiences by integrating conversation data from previously resolved interactions, seamlessly integrate external data sources, reduce costs with end-to-end automations, and elevate customer satisfaction. 

“We’re thrilled to once again push the boundaries of innovation with our new AI features,” stated Brad Birnbaum, CEO, and Co-founder of Kustomer. “This advancement reinforces our dedication to empowering businesses in delivering effortless, exceptional customer experiences. We firmly believe that this revolutionary AI technology will transform how companies connect with their customers, fostering deeper, more personalized interactions.”

“On day one, Customer Assist handled 10% of chat conversations without any agent interaction and that number has been steadily increasing. We’re thrilled by the immediate success we’re experiencing, and we’ve only just scratched the surface.” – TJ Stein, Head of CX at Everlane

This announcement marks the first step in a series of upcoming product advancements, reaffirming Kustomer’s dedication to shaping the future of customer experiences.

As brands seek to leverage the power of customer experience for growth, the intersection of humans and artificial intelligence (AI) continues to redefine the ecosystem. The AI/CX Virtual Summit will bring together thought leaders and innovators who are at the forefront of this dramatic shift. Below, we’ll explore the contributions and insights of 5 distinguished session speakers, each offering a unique lens through which to view the future of CX.

1. Shashank Singh – Humanization of Digital Customer Experience: The Role of AI

Shashank Singh, a prominent voice in customer engagement, will emphasize the integration of live streaming across different platforms. His approach is centered on using a company’s website as the primary field for live interactions. Singh advocates for leveraging social media to draw audiences to the website, enriching the customer experience with interactive and engaging live sessions. This method not only amplifies customer engagement but also fortifies the brand’s digital presence.

Singh’s insight: “Your website is your pitch. Put your best effort out there. Draw people from social media to your live events on your website, where they can raise their hand, become a speaker, and engage directly with your brand.”

2. Jess Cervellon: Building the CX Foundation: Jess Cervellon’s Journey as the First CX Leader at Feastables, a Mr. Beast Brand

Jess Cervellon, with her rich background as VP of Customer Experience at Feastables and her CX work with multiple D2C brands, brings a wealth of AI and customer experience to the table. Her focus on growing CX leaders and creating growth opportunities within organizations underscores the importance of nurturing CX talent. Cervellon’s approach to CX leadership is about empowering teams, fostering an environment of learning and advancement, and ensuring that the customer experience is always at the forefront of business strategy.

Cervellon’s perspective: “As leaders in CX, it’s our duty to identify and cultivate the potential within our teams. By creating opportunities and promoting from within, we build a stronger, more dedicated workforce that’s deeply invested in the customer’s journey.”

3. Ben Edwards: The AI and CX Landscape: Your Tech Adventure Begins

Ben Edwards, the Director of Sales Engineering at Sandler Partners, will discuss the critical nature of maintaining consistency and quality in customer interactions, even in the face of technology challenges. Edwards’ insights are particularly relevant in an era where AI plays a central role in CX. His emphasis on ensuring a seamless customer experience, regardless of potential AI hiccups, is a testament to the importance of reliability and trust in building customer relationships.

Edwards’ advice: “Always focus on the output. If you encounter a technical issue, don’t let it disrupt the customer’s experience. Continue to provide consistent, high-quality interactions that customers can rely on.”

4. Justin Robbins: Bridging the Divide: The Impact of Communication Convergence on Company Success

Justin Robbins, an evangelist at 8×8, will offer a fresh perspective on the importance of fitting the right people into the right roles within the CX landscape. His experience in the SaaS industry highlights how certain roles can resonate deeply with specific individuals, creating a harmonious blend of personal passion and professional expertise. This alignment is crucial for delivering authentic and effective customer experiences.

Robbins’ reflection: “In CX, it’s not just about filling a role; it’s about finding the right person whose passion and skills align with that role. When we achieve this, we create a team that’s not only effective but also genuinely enthusiastic about enhancing the customer experience.”

5. Lindsay Kolinsky: Harnessing Customer Data Throughout Your Customer Journey: A Session with Okendo’s Director of Marketing

Lindsay Kolinsky will shed light on the growing importance of customer reviews and first party data. Kolinsky will emphasize the importance of owning customer reviews, especially for purchases made directly from a brand’s site. She advises brands to carefully consider the balance between leveraging third-party platforms for reviews and maintaining control over their own customer feedback for the overall improvement of customer experience.

Kolinsky’s recommendation: “Own your customer reviews. When a customer purchases from your site, their feedback should belong to you. This not only helps in building a trustworthy brand image but also provides valuable insights for future improvements.”

The AI/CX Virtual Summit, scheduled for December 12th, 2023, will be a melting pot of ideas, recommendations and innovations, with each speaker bringing their unique perspective to the table. From Shashank Singh’s focus on integrating live streaming for enhanced customer engagement, Jess Cervellon’s emphasis on CX leadership and CX opportunities, Ben Edwards’ insights on consistent customer interactions, Justin Robbins’ viewpoint on aligning passion with roles in CX, to Lindsay Kolinsky’s strategies on customer reviews – each will contribute significantly to our understanding of the evolving CX landscape.Stay tuned for more deep dives into the upcoming sessions and contributions of other remarkable speakers at the AI/CX Virtual Summit. We will have 30+ hours of content ready to share on December 12th, 2023 so don’t forget to register today for the first AI/CX Virtual Summit.

In today’s fast-paced business world, customer-centricity isn’t a luxury; it’s a necessity. To truly prioritize your customers, you must grasp their needs and deliver seamless, efficient, and proactive experiences every time. You require a smart, user-friendly customer service platform that seamlessly integrates data and AI, giving you a holistic customer view.

Welcome to the Kustomer Advantage Webinar – your gateway to unleashing the potential of data-driven customer service with our cutting-edge AI tools and technology. 

This week, we gathered passionate customer service enthusiasts to showcase how the Kustomer platform can supercharge their customer relationships, drive business growth, and cultivate unwavering loyalty.

The webinar brought together a community of individuals who shared a common interest in actively listening, learning, and enhancing the customer service experience. As AI becomes an integral part of business operations, and data gains paramount importance in ensuring growth and success, it’s essential to recognize that technology need not be intimidating or complicated. 

Instead, it serves as a valuable tool that empowers companies to gain deeper insights into their customers in any situation. While not every company can physically engage with customers to learn more about them, AI serves as a valuable resource for collecting the necessary data to provide superior customer service.

Our guest speaker, TJ Stein, who serves as the Head of CX at Everlane, shared more insights on this topic.  After helping the company make the switch to Kustomer from their legacy ticket provider of 9 years, TJ got the team up and running quickly with some of the innovative AI capabilities that Kustomer has to offer, including leveraging the KIQ Conversational Assistant, which is helping them deflect 10% of total conversations today. The team is also seeing great success after recently enabling Agent Co-pilot, which allows agents to submit a fragmented customer message which Kustomer then takes, cleans up, and generates back a fully complete, customer-friendly response. These features are really helping their agents improve their own performance while providing exceptional service to their customers.

Concluding the webinar, our exceptional team, consisting of Jeremy Suriel (CTO, Kustomer), Megied Alkassab (Solutions Engineer, Kustomer), Aaron Jones (Project Manager, Kustomer), and Mercedes McAndrew (Corporate Marketing Director, Kustomer), shared a wealth of expertise while stressing the importance of how driving zero effort, exceptional service experiences in your organization can help set you apart in today’s competitive service landscape.

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined. (Did you notice our featured blog post image was created by AI?) At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers.

As a leading provider of AI-powered Conversational CRM, we are passionate about helping businesses create meaningful, seamless, and personalized customer interactions. To achieve this vision, we’re excited to announce our upcoming virtual event, the AI/CX Virtual Summit 2023, scheduled for December 12th. This event is not just another industry gathering; it’s a unique opportunity to explore the transformative potential of AI in CX.

In this blog post, we’ll delve into the reasons behind our decision to host this groundbreaking event, introduce you to some of the remarkable speakers who will be sharing their insights, and provide you with a sneak peek into what you can expect on December 12th.

Section 1: The Why Behind the AI/CX Virtual Summit

Before we dive into the details of the AI/CX Virtual Summit 2023, let’s start with the most fundamental question: Why host an event focused on the convergence of AI and customer experience?

The answer lies in the rapidly changing landscape of CX. In recent years, the CX industry has witnessed seismic shifts in how businesses interact with customers. From the rise of chatbots and virtual assistants to the personalization of proactive marketing campaigns and predictive analytics, technology has become an important part of the customer journey.

Customers today expect more than ever before. They want instant responses, personalized recommendations, and seamless experiences across all touchpoints. This changing dynamic presents both a challenge and an opportunity for businesses.

At Kustomer, we firmly believe that to excel in this new era of CX, organizations need to harness the power of AI. It’s not a question of why, it’s a question of when. AI has the potential to revolutionize how businesses engage with their customers, making interactions smarter, more efficient, and more meaningful.

But this journey isn’t just about technology; it’s about embracing a new mindset—a mindset that prioritizes customer-centricity, customer data, personalization, innovation, and adaptability. The AI/CX Virtual Summit is designed to be the catalyst for these discussions and a platform for sharing insights, experiences, and strategies that will shape the future of CX.

We’ll start to introduce you to the thought leaders and experts who will be joining us at the AI/CX Virtual Summit. We’ll explore their diverse backgrounds, experiences, and expertise—each contributing to the vibrant tapestry of insights that will be shared at the event.

Section 2: Meet the Session Speakers

Here’s a brief introduction to some of the session speakers who will be sharing their insights at the AI/CX Virtual Summit. These thought leaders and experts are at the forefront of innovation in the fields of AI and customer experience. While we’ll touch on their backgrounds and expertise here, we want to let you know that we’ll be publishing additional blog posts for each speaker, where we’ll delve deeper into their remarkable journeys and contributions.

1. Matt Dixon – Author, Speaker, and Founding Partner

Our keynote speaker, Matt Dixon, the author of the Effortless Experience and Challenger Sales among others, is one of the world’s foremost experts in sales and customer experience. With a history of groundbreaking research and contributions to the Harvard Business Review, he brings a wealth of knowledge to the summit. His session promises to be a highlight of the event, where he’ll share valuable insights into the evolving landscape of AI and CX.

2. Jess Cervellon – VP of Customer Experience at Feastables

We’re excited to introduce Jess Cervellon, the Vice President of Customer Experience at Feastables, a Mr. Beast brand. With a rich background in customer experience (CX) and a career spanning over 12 years, Jess is a recognized CX consultant, passionate about helping businesses enhance their customer interactions. Her expertise extends to various industries, including e-commerce, retail, healthcare, financial services, and technology. Jess is also known for hosting the Oopsie Podcast, where she delves into real stories of customer experience professionals. We’ll be sharing more about Jess’s journey and her valuable insights in an upcoming blog post. Stay tuned to learn how she’s shaping the AI/CX landscape at the summit.

3. Adrian Brady-Cesana – Founder of CX Chronicles

Adrian Brady-Cesana is best known as the visionary behind CX Chronicles, a compelling podcast where he delves into real stories of customer experience professionals. In his dedicated session at the summit, Adrian will offer a unique perspective on how AI is reshaping the customer experience landscape, drawing from his extensive conversations with CX leaders. Stay tuned for an upcoming blog post that will shine a spotlight on Adrian and his exciting contributions to the summit.

As we prepare to embark on this journey of discovery, keep an eye on our blog for the upcoming speaker profiles. Each post will provide a deeper dive into their experiences, expertise, and what you can expect from their sessions at the AI/CX Virtual Summit. We’re excited to share their stories and insights with you.

Section 3: What to Expect at the AI/CX Virtual Summit

Now that you’re familiar with the “why” and “what” behind the AI/CX Virtual Summit, it’s time to dive into what you can expect from this virtual event.

Enlightening Sessions: Get ready to embark on a journey of discovery as our expert speakers share their insights and experiences. Our sessions are designed to provide you with actionable takeaways that you can implement to enhance your customer experience strategies. Whether you’re new to AI in CX or an industry veteran, you’ll find value in every session.

Thought Leadership: The AI/CX Virtual Summit isn’t just about knowledge-sharing; it’s about shaping the future. Some of our speakers are thought leaders who are pushing the boundaries of AI and customer experience. They’ll explore industry trends, emerging technologies, and innovative strategies that are defining the next era of CX.

Diverse Perspectives: We’ve curated a lineup of speakers with diverse backgrounds and expertise. From founders and CEOs to agencies, marketers and authors, you’ll gain insights from a broad spectrum of voices. This diversity of perspectives ensures that you’ll walk away with a well-rounded understanding of the AI/CX landscape.

Interactive Engagement: While it’s a virtual event, we’ve designed it to be highly engaging. Participate in live discussions to connect with speakers and fellow attendees. The AI/CX Virtual Summit isn’t a one-way conversation; it will be a dynamic exchange of ideas.

On-Demand Access: Life can get busy, and schedules can be unpredictable. That’s why we’re providing on-demand access to all sessions following the event for those that register. If you miss a session or want to revisit a key discussion, you’ll have the flexibility to do so.

As we approach the event date on December 12, 2023, we’ll continue to provide you with updates, speaker highlights, and sneak peeks into the content that will be covered. Register for the event to get the latest updates in your inbox.

Section 4: How to Get Involved

The AI/CX Virtual Summit isn’t just an event to passively attend; it’s an opportunity to engage, collaborate, and contribute to the collective knowledge. We’re in such a new space, that any insight is worthy of sharing with the community. Here are several ways to get involved and make the most out of this experience:

Register for Free: If you haven’t already, register for the AI/CX Virtual Summit. It’s quick, easy, and completely free. Just click on the “Register Now” button, enter your email, and you’ll be on your way to securing your spot at the virtual event.

Spread the Word: Share the excitement about the AI/CX Virtual Summit with your colleagues, friends, and peers. Encourage them to join you on December 12th to explore the future of customer experience powered by AI.

Participate in Discussions: During the live sessions, take advantage of the interactive features. Ask questions and engage in discussions with speakers and fellow attendees. Your insights and contributions are valuable.

Enjoy On-Demand Content: Can’t make it to every session on the event day? No worries! All sessions will be available on-demand after the event concludes. Catch up on anything you missed or rewatch your favorite sessions.

Stay Updated: After you register, watch your inbox for event updates and speaker announcements. We’ll continue to provide you with valuable information leading up to December 12th.

Join us on the Journey

Join us on December 12th, 2023, as we delve into a day of action-packed, insightful sessions, carefully designed to arm you with the knowledge and strategies to transform customer experiences using AI. The speakers we’ve assembled are industry leaders who are shaping the AI-CX ecosystem, and they’re eager to share their expertise and experiences with you.

In the coming blog posts, we’ll deep dive into the remarkable lineup of speakers and the thought-provoking sessions they’ll deliver. We’ll provide you with insights into their backgrounds, areas of expertise, and why they’re passionate about the future of AI and CX.

The AI/CX Virtual Summit 2023 is your roadmap to innovation, a place to discover, learn, connect, and contribute to the transformative journey of AI in customer experience. We look forward to sharing this remarkable experience with you and collectively shaping the future of CX. Register now and get ready to navigate the next wave where AI meets CX.

Continue reading – 5 AI/CX Virtual Summit Voices Shaping the Future of Customer Experience