Your customers expect instant, personalized, and contextual support on the channels they
love. However, legacy tools like Zendesk® slow down your customer support function with
complex workflows and a cluttered UI—leaving your customers with broken experiences.
The once-market leader is trying to keep up with recent trends in AI. Still, Zendesk® is
limited by its product development and vision, burdening your team with costs and a clunky
tech stack with a slew of pricey customizations and integrations.
Freshdesk is an intuitive and scalable customer service software offered by Freshworks and is the perfect
alternative to Zendesk®. At Freshworks, we’re 100% focused on delivering cutting-edge technology—from
generative AI and bots to the latest messaging platforms and channels—to help your business succeed.
Here’s all that you need to know if you’re looking to compare Freshworks vs. Zendesk®.
Freshworks is a product-driven company that thrives on continued innovation to meet the needs of modern customers. We’re actively invested in product development and consistently release feature updates to incorporate new technology, including generative AI, scalable automation, and conversational support for hyper-personalized and predictive customer engagement. Our next-generation Neo platform makes it easier to scale, customize, and innovate on features rapidly as per your business needs.
Unlike Zendesk®’s cluttered agent workspace, which relies heavily on time-consuming customizations, Freshdesk offers out-of-the-box support functionalities that are extremely intuitive and easy to configure. You can also effortlessly set up bot workflows with our no-code bot builder without relying on any expensive third-party integrations or developers for scripting. The user-friendly interface and the effective onboarding support offered by our strategic CX consultants ease implementation and allow your team members to get started in minutes while accelerating time-to-value.
Freshworks’ native AI engine—Freddy AI, has been transforming the way we develop customer service software. Freddy AI for CX has revolutionized agent assistance, and now further augmented with generative AI, you can empower your support agents to be more productive with contextual smart recommendations and faster issue resolutions. Moreover, Freddy AI humanizes your bot interactions and provides useful AI features, including data visualization and agent training, that are easy to deploy and maintain.
Criteria |
|
|
|---|---|---|
| Ticket Workflows |
Workflow automation setup is complex and time-consuming. |
|
| Agent load balancing |
Third-party app needed for round-robin assignment. |
|
| Agent productivity |
UI is congested and difficult to work with, requiring a steeper learning curve. |
|
| Chat and Bots |
Clunky chat support. Relies on complex bot workflows and additional, expensive third-party platforms. |
|
| Analytics |
Developer and data analyst dependencies needed to build and interpret dashboards and curated reports |
|
| Proactive customer outreach | ||
| Free plan |
Freshworks offers a unified and comprehensive customer service solution that makes
effortless customer support a reality and eases access to valuable customer data.
Support customers promptly and contextually across traditional and digital channels, including email, messaging apps, chat, bots, phone, and social media from one unified platform.
Drive deeper agent efficiency with our enterprise-grade native AI engine—Freddy AI—to provide smart response recommendations for faster resolutions.
Deflect simple and repetitive customer queries with a knowledge base that allows multi-level hierarchy and native AI-powered bots that are easy to build and deploy.
Intuitive analytics and reporting dashboards enable you to monitor critical SLA service metrics, access ticket volume trends, and keep an eye on customer satisfaction from one place.
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