Why You Need a Zendesk Alternative for Your Customer Support 

If you’ve been on a hunt for a customer support solution, you must have come across Zendesk. Many companies use Zendesk for their customer support via messaging, live chat, email, voice, and many other touchpoints. While it has been sort of a go-to CX solution for businesses, not every software is an ideal fit for your team.  

Zendesk can be complex in terms of setting it up and making it a part of your support operations. Your team will need quite a bit of patience, time investment, and capital to make it accustomed to your needs and preferences. From complicated setup to steep pricing, these sticking points have led many businesses to explore other viable Zendesk alternatives for their customer support. Also, there are many great user-friendly and affordable competitors in the market that offer comparable features.  

Let’s explore the reasons why you should consider a Zendesk alternative for your customer support needs.  

It Has a Complex Setup  

While Zendesk is known for its diverse range if features and robustness, it can be quite overwhelming and complex to use for new users. Wrapping your head around these complicated features can slow down your operations and productivity. Also, you would likely need private training sessions which are going to cost you quite a bit.  

It will also prolong the time it’ll take to get everything up and running. Not to mention the time it will take to get used to the new system – which can all add up to a lot of unproductive hours and expenditure. A complex interface and limited intuitiveness serve as a roadblock in creating a seamless customer experience. Infact, many Zendesk users have expressed their concerns in reviews, urging them to look a more effective and user-friendly Zendesk alternative.  

Customer Support Is Limited  

Zendesk, despite being one of the top customer helpdesk platforms, offers limited customer support, creating a need to explore Zendesk alternatives. You hardly get 24/7 support when it comes to their pricing plans. And if you need support outside business hours, you will have to buy the premium add-ons which will cost another $6000 or more – making it all the more important to find a reliable Zendesk alternative. Many users have expressed their dissatisfaction with Zendesk through online reviews and feedback portals like reddit. A Zendesk user once mentioned on a Reddit review –  

“For a paid solution in the customer service space, this is very ironic that Zendesk’s own support system is so terrible.” 

Customer support is incredibly important, which makes it understandable for customers to be frustrated and in dire need of better Zendesk alternatives.  

Steep Prices and Costly Add-Ons 

Another major issue with Zendesk is the pricing, urging users to opt for a more pocket-friendly Zendesk alternative. Despite the extensive features, it is still difficult for most businesses to wrap their heads around that kind of expenditure. Infact pricing is one of their top reported drawbacks. While their pricing plans are costly enough on their own, add to that the training costs, add-ons, and other lurking expenses, it would be a horror to acknowledge how much in total you’d end up paying for their solutions.  

Also, Zendesk has complicated pricing tiers which often makes it confusing for customers to figure out the best solution that’ll fit their specific needs and demands. A downside of this is you might end up going with a pricing plan that is offering far beyond your current needs – adding further to your overall expenditure. All these factors urge customers to look for a more transparent and simple pricing model – one where they don’t have to worry about unforeseen spendings. 

Underwhelming Features Behing Paywalls  

Despite the extensive range of features, the full potential of the Zendesk software is often not accessible to the clients who are starting with their basic pricing plan. Other than the pricey add-ons, users say that basic reporting is a feature that is not available in their beginner plan. Also, many reviews have unveiled inconsistencies in the performance of their features – especially with “Automations” and “Triggers”. Their interface makes it tricky to differentiate both the features, creating more room for errors and confusion.   

Limited Scalability and Integration 

Zendesk doesn’t offer elaborate integration options – minimizing the scalability options for applications that need extensive integration or customization with other systems. Also, for some functionalities, companies must reach out to third-parties or get add-ons, which can further add to the complexes and expenses. Companies with evolving or unique customer support requirements may find Zendesk’s integration abilities inefficient for scaling their operations effortlessly. 

Substandard Customer Service 

Poor customer service is a real issue for users. Many Zendesk users have reported difficulties in getting their issues resolved. If your business and team demand dependable and seamless customer service from their CRM solution, you must consider a better Zendesk alternative. According to some of the customer feedback, small and medium businesses are often at the receiving end of these issues, especially when it comes to account and support management. Being able to get adequate customer support is a prerequisite for any company and the lack thereof creates a great deal of demand to look for a Zendesk alternative. 

Why Antlere CXM the Best Zendesk Alternative? 

Antlere sets itself apart with competitive pricing and a range of robust features, making it one of the best Zendesk alternatives. It is dedicated to bringing end-users and development teams closer for seamless efficiency and effortless communication. Whether you are a small startup, a medium-sized company, or a huge enterprise with advanced customer support and management needs, Antlere is the perfect Zendesk alternative there is.  

Antlere offers many features including: 

Omnichannel platform – for interactions across multiple channels including emails, voice calls, chats, WhatsApp, social media, and more.  

Flexible customization – personalized that supports your unique business needs. 

Team collaboration – making it easy for your teams to work together on support operations, saving effort and time.  

Detailed analytics and reporting – enabling companies to get valuable insights into their customer support quality and identify problem areas for improvement.