Front vs Zendesk Talk: Helpdesk Tools Comparison

zendesk vs front

Features like ticket management, real-time collaboration, and customer database are favorites in eCommerce, hospitality, and tourism. LiveAgent offers fully-featured help desk software used across all industries. Despite it boasting over 180 features and functionalities, it remains one of the most affordable options out there. With a user-friendly interface and 24/7 customer service, the software is accessible even to less tech-savvy users, while keeping the options open for those who are well-versed in coding.

Yes, Gorgias and Front both offer mobile apps for Android and iOS. Front integrates with non-ecommerce apps like Asana, Salesforce, Jira, Zoho CRM, Hubspot CRM, and more. You can pull customer info into your responses automatically, and cancel, update, and create Shopify orders without switching tabs. Gorgias Macros (aka templates or canned responses) even have functionality to automatically trigger these kinds of actions upon sending, with 0 extra clicks.

Native Integrations

As a result, unfortunately, small businesses may find that Zendesk is complicated to setup and use. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.

zendesk vs front

In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context. We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an objective analysis while comparing the two tools. A great alternative to Front for teams using Google Workspace.

Best Zendesk Alternatives

Agents are quick to respond and provide solutions whenever users run into a problem. Aside from this, Hiver also offers a phone call-back option for elite plans. Front also believes in breaking down data silos and has an open API and analytics exports to make it easy for customers to build reports with customers’ Front data alongside other data in their BI tool. Zendesk offers multiple channels, including native email, chat, knowledge base and a voice and SMS add on.

All in all, it’s a solid option if you need a Zendesk alternative that offers features around email response tracking. There are currently no goal setting features built into Email Analytics, like there is with timetoreply, however it’s still useful to get a clear understanding of your current email performance. You can build custom workflows and set the platform up to match your unique business case based on your requirements. No matter how big your company gets, there will be a way to make Zendesk scale with you.

LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision. Going along with this, many users report that Zendesk seems to have already “done it all” in terms of features and functionality. According to one Capterra review from earlier this year, “Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features.”

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Front is a collaborative email platform that scales a company’s customer service. It has a rudimentary tagging system, collaboration, automation, and shared inbox capabilities. These functionalities make it easy for businesses to maintain personal connections with customers. It is capable of handling complex projects, and yet it is a user-friendly software that suits both small and large businesses., launched in 2014, is a powerful project management tool known for its intuitive interface and collaboration features.


What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. We’re happy to talk you through what would work best for your business — just reach out at Salesforce Service Cloud [newline]- Service Cloud integrates customer service with social networks and provides a self-service customer portal and knowledge base system.

zendesk vs front

Circling back to the previous point, once you have a clear outline of the features and functionalities you require, do a deep dive into different solutions, and what they offer and at what price. Of course, we don’t recommend choosing something just because it is cheap, but remember that help desk software should be a helper, not a huge burden on your company’s budget. When it comes to designing knowledge bases, Helpjuice is a dream to work with. If you don’t require too much customization, you can create quite effective internal and external knowledge bases that are easy to manage and expand.

You can monitor team performance metrics and identify areas of development for your team. Plus, managing calls is a breeze with capabilities like call recording, conference calling, and call blocking. Zendesk even offers extras like callback requests and real-time call quality notifications. With Zendesk, every plan provides digital support during regular business hours. You also get an added layer of support, including a dedicated help center, community forum, and resources for onboarding and training. These things are amazing as they allow you to track just about anything.

zendesk vs front

Right from the get-go, Zendesk was built with customization in mind. The tool supports not only color changes but themes, different layouts, and even stylization. If you want your knowledge base to look different from your main page, you can do that. And if you want to use a third-party theme, you can do that as well. There’s a reason why we have so many Zendesk alternatives these days.

This extended trial not only provides a cost-effective option but also gives companies ample time to assess the platform’s fit for their various departments and customer experience needs. Business is all about investing in helpful tools and services, but wisely. The pricing structure of Zendesk is quite expensive, as you need to pay $69/month for every support agent you have. Despite the premium price, you receive fewer features compared to its alternatives, which offer more comprehensive functionality at a lower cost.

zendesk vs front

Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. You can use it for customer support, but that’s not its core strength.

  • Salesforce Service Cloud

    – Service Cloud integrates customer service with social networks and provides a self-service customer portal and knowledge base system.

  • If you have a small team, Front’s extensive team collaboration features aren’t as relevant.
  • So, if you just need to import your customer data to Zendesk Support, this option isn’t available.
  • However, if you integrate your Zendesk account with MonkeyLearn, you will be able to create query-intent-based automations.
  • Infraon is an emerging player in the IT operations management space, offering a suite of features tailored to optimize IT processes.

Among the apps you can integrate with Gladly are Shopify, Calabrio, Big Commerce, Medallia, Flip, and Formstack. All in all, Groove delivers exactly what it promises, performs well, and adds just a touch of personalization that can take a user experience to another level. Check out a full HappyFox alternative comparison and find out how it holds up against LiveAgent. Check out a full Freshdesk alternative comparison and find out how it holds up against LiveAgent. Of course, as with any other help desk solution, Freshdesk has its kinks.

zendesk vs front

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