The Top 9 Trengo Alternatives

Now, let’s look at each one in detail.

1. Saufter.io
2. Freshdesk
3. Zendesk
4. Help Scout
5. HelpCrunch
6. ProProfs Help Desk
7. Zoho Desk
8. Intercom
9. Crisp

1. Saufter.io

Saufter.io is a help desk software that enables you to use customer support simultaneously as a marketing channel by offering native integration with the most popular social media platforms as well as e-commerce platforms such as Shopify, Magento, and Woocommerce.

It identifies happy customers and tries to automate the collection of Google reviews, Trustpilot reviews, and user-generated videos (which can be used as your social media content). 

You get access to the e-commerce marketplace to hire experienced and tested customer service professionals.

The standard plan (Custom pricing) offers unlimited tickets, automated order tracking, and a knowledge base. 

PROS:

• One of the only help desk software that permits you to automate the training of your agents
• Possibly the only help desk that automatically detects delays and other issues with customers’ orders and helps proactively resolve them
• Native integration is offered for emails, live chat, phone calls, SMS, Instagram comments and DMs, Facebook comments and DMs
• Building simulations when the trained agents offer support

CONS:

• No automated return center in the standard plan
• Automated Agent Training is available from the Pro Plan

2. Freshdesk

Freshdesk is a “modern, powerful, and intuitive help desk software” with an in-built knowledge base and self-service portal. It is scalable, ready to go in seconds, and offers 24/7 support for all pricing plans.

You also get multilingual and multi-time zone support. Some of the automation on offer are ticket routing and smart suggestions.

PROS:

• Good for simple configurations and customizations
• Effective and timely ticket management
• Allows for easy onboarding; simple and easy to learn, it has the quickest go-to-market deployment, even when considering novice users

CONS:

• Limitations appear from the product side as the system grows in complexity
• One-on-one customer service is occasionally suspect
• Integration with other Freshworks products (Freshcaller and Freshsales) is not as seamless as one would expect

3. Zendesk

Zendesk offers many apps and integrations that are pre-built alongside provisions for many easy-to-set-up workflows and automation. 

Flexible, reliable, and scalable, it also allows for integrated knowledge management, with agents able to contribute expertise directly from their workspace.

PROS:

• Top-notch support
• Has robust and comprehensive self-support tools and educational materials for just about any query

CONS:

• From an administrator’s point of view, some features appear over-engineered and less intuitive
• Some integrations tend to be complex

4. Help Scout

Help Scout is designed for simplicity and guarantees a personalized customer experience just like an email. Though suitable for companies of all sizes, it was specifically designed for those with 11+ users.

It has been voted “Best ROI” by customers on G2 multiple times.

You also get the best-in-class reporting, an integrated knowledge base, a robust API, and tons of integrations.

PROS:

• Easy to integrate and simple to use on the day-to-day
• Can be integrated with 90+ business tools including Jira, Salesforce, Zapier, and more
• Can customize the customer experience through Mobile SDKs (Software Development Kits)
• Open API that allows you to use Help Scout for your specific business needs

CONS:

• Can become expensive for countries outside the United States of America due to the exchange rates
• No proactive and friendly support features
• No SLAs (Service Level Agreements)

5. HelpCrunch

HelpCrunch unites your support, marketing, and sales for rapid business growth.

It allows you to customize the chat widget for different domains, which is a Premium feature that is offered at a price much the same as in the basic plans for another software, like LiveChat, say.

PROS:

• The entire package comes to you in a more-than-affordable offer for the average client
• Very prompt support
• Self-explanatory, with easy-to-use features and options

CONS:

• Occasional bugs in essential features

6. LiveAgent

LiveAgent harnesses the power of an omnichannel universal inbox, real-time live chat, a built-in call center, and a robust customer service portal. It allows for over 175+ help desk features and 190+ integrations.

PROS:

• All-in-one solution with a universal inbox to manage every ticket and chat
• Amazing customer support
• Configurable chat widgets

CONS:

• Android app design and UI not up to the mark
• The tagging system needs an upgrade

6. ProProfs Help Desk

ProProfs Help Desk is a cloud-based customer support tool with a centralized information and support management dashboard. It helps you keep all customer conversations well organized, to facilitate quick and effective responses. Some of the prominent features include round-robin or advanced ticket assignment as well as usage of canned responses for faster replies.

PROS:

• Incredible support
• Loaded with robust ticketing features

CONS:

• Integration options with third-party tools need improvement

7. Zoho Desk

Zoho Desk offers automation of repetitive manual actions and can manage complex cross-functional service processes. 

There is a private knowledge base for the agents, in addition to a public multilingual knowledge base with advanced plans.

It allows you to connect with other tools used by your team and add custom capabilities through REST APIs. You can also build your help desk-based apps using the SDKs provided.

PROS:

• Possible to customize anything and everything
• Reasonably priced and extremely flexible
• Well-designed customer portal
• Knowledge base articles integrate with the ticket description, providing helpful information to answer users’ queries

CONS:

• Over-complicated design; not the most organized in terms of design
• Some features locked behind add-on fees

8. Intercom

Intercom is a customer communications platform that “unifies every aspect of the customer journey, from conversion to engagement to support.”

Pricing is calculated based on the following two metrics:

1. The number of seats (or the number of members of your team who used Intercom), and
2. The number of unique individual users who received at least one Outbound message from you in the last 30 days.

PROS:

• The multitude of features but still easy to use
• Chatbots are easy to program, easy to edit or move around, and have multiple options regarding flows and/or paths
• Extensive support documentation

CONS:

• Bit expensive for countries outside the United States of America
• Not enough features in the mobile app
• Often a frustrating experience waiting for Intercom’s support team to respond

The price starts at $74 per month for very small businesses. But you get access for two users only and can reach up to 1000 people per month.

9. Crisp

Crisp is an all-in-one multichannel customer support platform that connects companies and customers by allowing you to generate more qualified leads, enhance customer support, and improve customer satisfaction.

Though it has an easy UX that allows companies to build a shared inbox for everyone in the workforce, you can integrate it with other customer support software to enhance functionality and improve support.

PROS:

• Affordable, simple, and easy to use
• Sophisticated features and functionality in terms of complex-use cases and business logic implementations

CONS:

• Not enough automation rules to implement complex business logic and perform the operation effectively across cross-functional teams
• A bit limited in terms of backend APIs

Recommend read: Crisp Review – Pricing, Features, Reviews

Conclusion

In conclusion, exploring Trengo alternatives can open up a world of possibilities for enhancing your communication and customer support strategies.

Before you choose a help desk tool, you must define what ‘great customer service’ looks like to your business. You need to understand customer and employee expectations, raise important questions about your vendor, zero in on key features, keep an eye on scalability as well as your budget, and see how your team’s unique needs are met.

If you want to separate yourself from your competition, get started with Saufter.io.

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