In the event you’re out there for assist desk software program, you’ve most likely heard of Freshdesk — or perhaps you’re already utilizing it. Regardless of the case, you won’t pay attention to how Freshdesk’s opponents evaluate.
There’s no denying that Freshdesk generally is a good instrument for some companies, however definitely not for all of them. One of many major points is that the app has an entire laundry checklist of options, which could sound like factor. Nevertheless, most groups solely use a number of particular options; the remainder is litter.
One other necessary concern is that the consumer interface and performance aren’t as intuitive as many others, and establishing your entire buyer assist workforce can take weeks.
The instrument has positives as nicely. In a world that’s targeted on implementing AI in each side of enterprise, Freshdesk has some good AI instruments to assist buyer assist groups. Freddy AI will help with reporting, present agent help, and allow groups to supply self-service care by way of chatbots.
The one catch with AI is that the options are solely supplied as an add-on, which can put them out of attain of groups who have been coming to the platform for a freemium or low-cost plan.
The 14 finest Freshdesk alternate options for 2024
In the event you’re undecided if Freshdesk is the proper alternative for you, this information offers you an summary of the 14 finest alternate options to Freshdesk, their key options, distinctive promoting factors, pricing, and finest use instances.
Assist Scout
Conserving
ProProfs
Zoho Desk
Zendesk
Intercom
HubSpot Service Hub
Entrance
Salesforce Service Cloud
Groove
Spiceworks
Jira Service Administration
1. Assist Scout – Greatest for rising groups
Assist Scout is a communications platform that’s targeted on creating instruments that assist groups present pleasant, customer-centric assist. It’s platform for rising groups as a result of it offers a whole lot of worth with out being overwhelming or breaking the financial institution.
The guts of the Assist Scout platform is Inbox, a shared mailbox that permits your workforce to work collaboratively to reply to buyer conversations throughout channels like e mail, stay chat, and social media.
Inbox has all the options wanted to remain on high of the queue like dialog assignments, inside notes, collision detection, buyer profiles, buyer satisfaction (CSAT) surveys, and extra.
As well as, it has options that may assist with productiveness and group like tags, customized fields, saved replies, and workflows. Workflows assist automate routine duties like dialog assignments and tagging in order that your workforce doesn’t get slowed down by busywork.
Assist Scout can also be nice for buyer engagement. We have now an online widget, Beacon, which will help maintain your prospects engaged by way of chat, focused messaging, in-app surveys, proactive assist, and self-service.
Talking of self-service, Assist Scout’s information base product, Docs, makes it straightforward to publish the data your prospects must get essentially the most out of your product, service, or enterprise. Docs articles will be considered by way of a customizable Assist Middle or accessed from any web site or app by way of a Beacon.
For these trying so as to add AI to their buyer communications processes, Assist Scout gives three AI instruments that may assist your workforce do their finest work: AI summarize, AI help, and AI drafts.
AI summarize: Studying by way of lengthy dialog threads to get context a few request will be time-consuming. AI summarize condenses lengthy threads into a number of bullet factors, serving to your workforce stand up to hurry rapidly.
AI help: Obtainable in our inbox, chat, and Docs editors, AI help can lengthen, or shorten a response, examine grammar, and even translate textual content into a distinct language. It could additionally alter the tone of a message, ensuring each response hits the mark.
AI drafts: Utilizing previous conversations and articles in your assist middle, AI drafts can draft responses to your incoming conversations. Brokers can select to edit the draft or ship it as is, saving time and getting prospects a response extra rapidly.
Lastly, Assist Scout reporting will help you retain monitor of your efforts. See how particular person teammates are performing, measure contact quantity or response time, see which information base articles are making an affect, and the place you’ve room to enhance. For many who must do extra, you may also faucet into our integrations or use the Assist Scout API to attach with different data-management instruments in your organization’s tech stack.
Contemplating a transfer to Assist Scout? Out knowledge migration capabilities make it straightforward to deliver your present buyer knowledge and dialog historical past with you, with no IT involvement required.
Value: Free trial obtainable. Plans begin at $22/consumer per 30 days.
Be taught extra about Assist Scout:
2. Conserving – Greatest for groups preferring to remain on Gmail
Are you a fan of Gmail? Or would you like to not should log right into a devoted instrument to reply assist requests? If it’s the latter, then Conserving may be for you. Conserving works by turning Gmail into a completely featured assist desk.
If it is advisable to tweak workflow automation or view studies, its clutter-free admin space is without doubt one of the most streamlined on this checklist.
Despite the fact that Conserving works inside Gmail, it nonetheless has a number of options you anticipate from assist desk software program:
Conserving is a good possibility for startups with smaller budgets and for many who favor a small tech stack.
Value: Free trial obtainable. Plans begin at $12/consumer per 30 days.
3. ProProfs – Greatest for groups with smaller budgets.
One other assist desk and customer support resolution supplier is ProProfs. An awesome possibility for mid-sized companies, the ProProfs assist desk is bursting with options to assist your workforce members cope with assist points.
ProProfs comes with all of the options you anticipate and on a clear and easy-to-read dashboard:
All in all, ProProfs will help you streamline your buyer assist service at an inexpensive price, even in case you have a number of groups.
Value: Free trial and plan obtainable. Paid plans begin at $19.99/operator per 30 days.
4. Zoho Desk – Greatest for sales-focused groups
You may know Zoho as an e mail service supplier, CRM supplier, and even as an internet site builder. In that case, it could not shock you to know that Zoho additionally has a assist desk product — Zoho Desk.
In the event you’re already a consumer of any of Zoho’s different merchandise, it might make sense to maintain your customer support below the identical umbrella. Zoho Desk has options that work for many different-sized companies, from freelancers to enterprises:
Omnichannel communication
Agent productiveness instruments/studies
Name middle performance
Self-service information base
A chatbot, “Zia,” which works with voice and textual content
Extra AI instruments to assist with issues like sentiment evaluation and auto-tagging
Value: Free trial and plan obtainable. Paid plans begin at $7/consumer per 30 days.
In the event you’re contemplating Zoho Desk, you may wish to check out our run-through of the perfect Zoho Desk alternate options, and see whether or not it is best for you.
5. Zendesk – Greatest for enterprise firms
Zendesk is one other huge title within the SaaS buyer assist software program area. In the event you’re operating a big enterprise (greater than 500 staff), Zendesk is probably going an amazing possibility for you. Whereas establishing will be daunting at first, the payoff is a stable system that may address enormous calls for.
As you’d anticipate from an organization that focuses on enterprise, Zendesk boasts some large-scale options:
Business-leading assist ticket system
1,000+ apps and integrations
Workflow automation
Multilingual assist and content material
A group discussion board builder
Actual-time reporting capabilities
AI options to assist with productiveness and effectivity
Whether or not your prospects are contacting you thru social media, chat, e mail, cellphone, or SMS, Zendesk’s ticket administration will help your workforce handle their requests.
Value: Free trial obtainable. Plans begin at $19/agent per 30 days.
Zendesk is a good buyer assist software program resolution for enterprise firms, however there might be higher choices for small companies. When you’ve got a small enterprise or need one thing a bit extra private, then our breakdown of the perfect Zendesk alternate options will help you discover the proper software program for you.
6. Intercom – Greatest for buyer engagement
Intercom offers a helpful suite of instruments designed to enhance your buyer engagement. As a Freshdesk different, Intercom ticks a number of containers on the subject of options:
Intercom was beforehand referred to as a instrument targeted on gross sales and advertising and marketing use instances, although its workspace has grow to be extra support-friendly in the previous couple of years. Nevertheless, given the strong messaging and engagement options, it might most likely be finest for bigger firms searching for a instrument that may meet the wants of all three groups.
Value: Free trial obtainable. Plans begin at $39/seat per 30 days.