Last Updated: April 2024
According to a recent survey by HubSpot, 90% of customers rate an “immediate response” as important or very important when they have a customer service question. Additionally, the same survey found that 64% of consumers expect companies to respond to and interact with them in real-time.
As a result, businesses are increasingly looking for reliable helpdesk software to manage their customer support operations. Usedesk has been a popular option for businesses seeking to manage customer inquiries across multiple channels.
However, there are several other software options available in the market that offer similar or even better features than Usedesk. In this article, we will explore nine of the best Usedesk alternatives that businesses can consider to manage their customer support operations effectively.
List of 9 Best Usedesk Alternatives
1. Saufter
Personalized pricing; a 15-day free trial
With Saufter, you can offer live chat and a self-service portal for constant customer support. Additionally, AI-drafted responses can greatly increase your team’s output.
The best part about Saufter is that it allows you to create custom automations to automate a wide range of customer service workflows, such as requests for returns, exchanges, bug fixes, and warranty claims.
Pros:
- Use custom automations to automate routine customer service tasks.
- Giving your clients live chat access to a self-service portal will empower them.
- Chat and Knowledge Base integration allows you to answer frequently asked questions from customers. You can suggest how-to guides in live chat.
- Automate bug fixes and Focus on more difficult issues while the system handles common bug fixes.
- Automate e-commerce workflows like Exchanges, returns, order modifications, address changes, order monitoring, and more can all be automated.
- Get real-time reports and insights on customer service key performance indicators.
Cons:
- Saufter is a relatively new tool, so it doesn’t offer a mobile app as of now.
- No fixed pricing plans. They offers custom pricing based on user needs.
2. Zendesk
Prices start at $49 per agent per month
Zendesk is a popular help desk software that provides businesses with a range of features to manage customer inquiries across multiple channels, including email, phone, chat, and social media. According to a report by G2, Zendesk is the most popular customer support software, with a market share of 15.9%.
With Zendesk, businesses can automate their support operations, create a knowledge base, and track customer feedback to improve their services. Additionally, the platform offers advanced analytics and reporting features to help businesses gain insights into their support operations.
Pros:
- Offers a comprehensive set of features to manage customer support operations.
- Highly customizable, allowing businesses to tailor it to their specific needs.
- Most popular customer support software, with a market share of 15.9%.
Cons:
- Pricing can be expensive for small businesses, especially if they require advanced features.
- User interface can be complex and overwhelming for new users, requiring some training to get used to.
3. Freshdesk
Begins at $19/user/month
Freshdesk is a cloud-based helpdesk software that offers businesses features such as ticket management, automation, and self-service options. It is a popular alternative to Usedesk and is used by businesses of all sizes. According to the company, Freshdesk has over 150,000 customers worldwide.
Pros:
- User-friendly interface
- Customizable ticket forms
Cons:
- Limited reporting options
- Some features are only available on higher-tier plans
4. Help Scout
Starts at $20 per user per month
Help Scout is a cloud-based helpdesk software that focuses on collaboration and personalization. It is designed to help businesses manage their customer support operations effectively, with features such as ticket management and automation. According to the company, Help Scout has over 12,000 customers worldwide.
Pros:
- User-friendly interface
- Collaborative features for team members
- Personalization options for customers
Cons:
- Limited customization options
- Some features are only available on higher-tier plans
5. Intercom
Begins at $74/month
Intercom is a messaging platform that offers a suite of products for customer communication, engagement, and support. Its support software includes features such as live chat, help center, and a knowledge base. According to the company, over 30,000 businesses use Intercom.
Pros:
- Easy-to-use interface
- Customizable chatbots
- Advanced reporting and analytics
Cons:
- Expensive pricing plans
- Some features are only available on higher-tier plans
6. Salesforce Service Cloud
Pricing starts at $75 per month
Service Cloud (formerly Desk.com) is a customer support platform that offers a range of features, including ticket management, automation, and reporting. The platform is designed to be simple and easy-to-use, making it suitable for businesses of any size. According to the company, over 30,000 businesses use Desk.com.
Pros:
- Easy-to-use interface
- Advanced reporting and analytics
- Integration with Salesforce
Cons:
- Limited customization options
- Some features are only available on higher-tier plans
7. Zoho Desk
Begins at $14/user/month billed annually; 15-day free trial
Zoho Desk is a cloud-based customer support platform that provides businesses with tools for ticket management, automation, and analytics. With its easy-to-use interface, Zoho Desk makes it simple for teams to manage customer inquiries from multiple channels, including email, phone, chat, and social media. Zoho Desk has more than 50,000 businesses using its platform for customer support.
Pros:
- Comprehensive ticket management features.
- Customizable workflows and automation options.
- Affordable pricing plans.
Cons:
- Limited integrations compared to some other platforms.
- Some users have reported issues with the reporting and analytics features.
8. Kayako
Pricing not revealed
Kayako is a helpdesk software that offers multi-channel support, workflow automation, and customer engagement tools. According to their website, Kayako has helped over 131,000 customers in more than 100 countries.
Pros:
- Offers a comprehensive set of features for managing customer support operations.
- User-friendly interface and customizable workflows.
Cons:
- Some features, such as the chatbot, can be limited in functionality.
- Limited third-party integrations compared to other helpdesk software options.
9. Groove HQ
Plans start at $12/month/user; 7-day free trial
Groove is a help desk software that offers a simple and intuitive interface for managing customer support. With over 8,000 customers, it provides features such as ticket management, a knowledge base, and reporting.
According to Groove, their customers have seen a 20% increase in response times and a 25% reduction in ticket volume after implementing their software.
Pros:
- Easy-to-use interface
- Affordable pricing plans
Cons:
- Limited customization options
- Lack of some advanced features
Conclusion
When it comes to choosing the best helpdesk software for your business, there are several great alternatives to Usedesk, each with their own unique features and pricing plans to fit your needs. As per a recent survey, 92% of customers feel satisfied when they use live chat for customer support. Consider the pros and cons of each option carefully and select the one that will best serve your business needs and provide excellent customer support.
If you’re still in doubt, try Saufter for free! Even a credit card is NOT required to sign up.
