Comparing the Best Customer Support Solutions for Every Business

Looking for the best customer support software? Compare top options like Zendesk, Zoho Desk, and Freshdesk to find the ideal tool for your team.

Table of Contents

Introduction

Zendesk

Zoho Desk

Freshdesk

HubSpot Service Hub

Salesforce Service Cloud

Hiver

Gorgias

Which Tool Is Right for You?

FAQ

Introduction

Customer support tools are designed to make life easier for both customers and support teams. Whether it’s tracking tickets or offering real-time chat, the best tools let you connect with customers on the channels they prefer.

But with so many options, picking the right tool can feel overwhelming. While many tools share similar features, each has unique strengths. Choosing the right one for your business is about finding the balance between functionality and ease of use, ensuring it genuinely helps your team work better, not harder.

In this article, we’ll explore some of the top customer support tools available today, highlighting their standout features, best use cases, and how they can enhance your customer experience.

Customer Support Tool Comparison Table

Zendesk

Zendesk is a powerful help desk solution designed for businesses that want to manage customer interactions across multiple channels in one place. Known for its flexibility and extensive customization options, Zendesk allows teams to tailor the platform to their unique needs. 

With advanced workflow tools, a massive app marketplace, and strong analytics, Zendesk helps teams deliver efficient and personalized customer support. However, it does come with a higher price tag, making it a better fit for companies ready to invest in a comprehensive solution.

Pros ✅

• Highly customizable, so teams can design their workspace to best suit their workflows.
• Large app marketplace with numerous integrations, making it easy to add specific tools.
• Strong reporting capabilities, helping managers keep a close eye on team performance.
• Supports multichannel interactions, ensuring customer conversations are managed seamlessly.

Cons ❌

• Higher starting price, which might be a barrier for smaller companies.
• Advanced customization options for dashboards only available at the Enterprise level.
• Configuration can be complex, so setup may require extra time and planning for new users.

Best For: Zendesk is a solid choice for medium to large businesses looking for a flexible, feature-rich support platform. It’s ideal for companies ready to invest in a scalable solution that can grow with their customer service needs.

Pricing 💰

• Team Plan: $49 per agent per month, includes essential support features.
• Growth Plan: $79 per agent per month, adds automation and collaboration tools.
• Professional Plan: $99 per agent per month, with additional automation and advanced collaboration features.
• Enterprise Plan: Starting at $150 per agent per month, includes full customization, AI tools, and enhanced security for larger teams.

Ready to streamline customer interactions with Zendesk? Let’s help you get set up – contact us today!

Zoho Desk

Zoho Desk is a feature-packed help desk solution designed to help companies improve their customer support without overspending. It stands out for its integration with the Zoho ecosystem, making it an attractive choice for businesses already using Zoho tools. 

With Zoho Desk, teams can manage support requests across email, social media, and live chat, all from one platform, while benefiting from extensive customization and AI-driven automation features like ticket categorization and sentiment analysis.

Pros ✅

• Seamless Zoho Integration: Works well with Zoho CRM, Analytics, and other tools.
• Extensive Customization: Adjust workflows, ticket layouts, and views to fit team preferences.
• Competitive Pricing: Offers a range of plans, including a free tier for smaller teams.
• AI-Powered Automation: Zia, Zoho’s AI assistant, helps with ticket tagging, routing, and even detecting customer sentiment.

Cons ❌

• Advanced Features Limited to Higher Tiers: Some useful functions, like the AI-driven features and in-depth reporting, are only available on premium plans.
• Interface Needs Updating: The design can feel cluttered and isn’t as visually polished as some competitors, which might require some getting used to.
• Steep Learning Curve: The wide range of customization options can be daunting initially, especially for new users unfamiliar with Zoho products.

Best for: Zoho Desk is well-suited for small to medium-sized businesses, especially those using other Zoho tools, looking for an affordable yet powerful help desk solution. It’s ideal for support teams that need flexibility and automation to streamline their workflow and provide timely customer service across multiple channels.

Pricing 💰

• Free Plan: Supports up to 3 agents, covering basic ticketing and customer management.
• Standard Plan ($14/user/month): Adds workflows, ticket assignment, and basic reporting.
• Professional Plan ($23/user/month): Includes advanced customizations, workflow automation, and more in-depth analytics.
• Enterprise Plan ($40/user/month): Unlocks AI capabilities, custom dashboards, and advanced reporting.

Curious about Zoho Desk’s customization and integrations? Reach out for expert setup assistance!

Freshdesk

Freshdesk by Freshworks is a versatile help desk platform that caters to small businesses seeking an easy-to-use and effective solution for customer support. With its range of automation features and multichannel support, Freshdesk is a popular choice among customer support teams. Its intuitive layout makes it great for businesses needing affordable and efficient customer service management.

Pros ✅

• User-Friendly Interface: Freshdesk offers an intuitive, customizable interface that’s simple to navigate.
• Automation Features: Automates repetitive tasks, such as ticket assignments, priority categorization, and SLA management.
• Multichannel Support: Allows support across email, social media, phone, and live chat.

Cons ❌

• Limited Advanced Analytics: While Freshdesk offers basic reporting, the higher-level analytics tools are only available at premium pricing tiers.
• Costly Upgrades: Advanced features, such as AI-driven automation and analytics, are reserved for higher pricing tiers.

Best for: Freshdesk is ideal for small to medium-sized businesses that prioritize ease of use and automation in customer support. Its simple layout and comprehensive multichannel support make it well-suited for teams that require straightforward, effective ticket management.

Pricing 💰

• Sprout (Free): Basic features for an unlimited number of agents.
• Blossom ($15/agent/month): Adds automation, SLA management, and integrations.
• Garden ($35/agent/month): Includes time tracking, customer satisfaction surveys, and advanced workflow options.
• Estate ($49/agent/month): Adds custom SLA policies, Freddy AI, and ticket sharing.
• Forest ($99/agent/month): Premium features like HIPAA compliance and advanced security options.

Want to simplify support with Freshdesk? We’re here to guide you through every step. Contact us now!

HubSpot Service Hub

HubSpot Service Hub is a powerful tool designed to elevate customer support for businesses of all sizes. This service software provides ticketing, customer feedback, automation, and reporting tools, all within a user-friendly CRM platform. HubSpot Service Hub integrates seamlessly with other HubSpot products, offering a unified experience to manage and streamline customer interactions and support processes.

Pros ✅

• Comprehensive Ticketing and CRM Capabilities: Allows teams to manage customer interactions efficiently through integrated ticketing and CRM.
• Smooth Integration: Syncs with external platforms, such as RingCentral and LinkedIn Sales.
• Customer Feedback and Knowledge Base: Tools for gathering feedback and creating self-service knowledge base resources.
• Automation and Quick Response Features: Automation tools and templates ensure prompt responses.

Cons ❌

• Higher Costs for Larger Teams: The pay-per-seat pricing model can become expensive as teams expand.
• Basic Reporting Options: Limited advanced reporting capabilities, which may not meet the needs of data-driven teams.

Best for: HubSpot Service Hub is ideal for companies looking to centralize customer support and streamline operations through a robust CRM. With its extensive automation and ticketing tools, it’s suited to both small teams looking for simple customer management and large enterprises seeking scalable solutions.

Pricing 💰

• Free Tools (€0/month): Basic customer support tools for up to 2 users, includes access to marketing, sales, service, and operations tools.
• Service Hub Starter (€15/seat/month): Essential tools for small teams, with simple ticket automation, conversation routing, and live chat.
• Service Hub Professional (€90/seat/month): Advanced support with playbooks, service analytics, customer feedback, and a customer portal.
• Service Hub Enterprise (€150/seat/month): Comprehensive support for larger teams with premium control and customization for complex needs.

Looking to unify your CRM and support with HubSpot Service Hub? Let’s make your setup seamless – contact us!

Salesforce Service Cloud

Salesforce Service Cloud is a CRM-based platform for managing customer support and case resolution. It brings together essential tools for ticketing, omni-channel communication, and basic automation, making it a practical choice for teams handling various support channels. With its integration capabilities and data-driven insights, Salesforce Service Cloud provides a unified platform to improve service efficiency and customer satisfaction.

Pros ✅

• Flexible Case Management: Supports customer inquiries with tracking and prioritization tools for efficient case resolution.
• Omni-Channel Capabilities: Integrates with chat, email, phone, and social media, allowing agents to manage support across channels.
• Basic AI Automation (Einstein): Automates some workflows to reduce response time and improve consistency.
• Customizable Dashboards and Reports: Allows for monitoring performance with configurable reporting options.
• Self-Service Tools: Includes customer portals and a knowledge base for self-service support, reducing basic inquiries.

Cons ❌

• Steep Learning Curve: Complex setup and features may require additional training.
• Higher Cost for Larger Teams: As teams expand, the platform can become costly.
• Extended Setup Time: Custom implementations often require outside support.

Best for: Salesforce Service Cloud suits businesses that need a scalable, multi-channel support platform, particularly those already using Salesforce products. It works well for teams looking to centralize service interactions with flexible case management and basic automation.

Pricing 💰

• Starter Suite ($25/month per user): Basic tools for small teams, including ticketing and simple case handling.
• Pro Suite ($80/month per user): Adds automation and analytics features.
• Enterprise Edition ($165/month per user): Advanced options for larger teams, with greater control over workflows.
• Unlimited Edition ($330/month per user): Full suite for complex service needs, including premium support and customization.

Need a hand configuring Salesforce Service Cloud? Let’s get your customer support up and running. Reach out today!

Hiver

Hiver is a help desk solution that operates directly within Gmail, providing an integrated experience for teams to manage shared email accounts. It offers a straightforward and user-friendly platform for managing support and sales inquiries, making collaboration simple with minimal setup required. Hiver’s design prioritizes usability, allowing teams to handle customer inquiries seamlessly without needing to leave their inbox, which is ideal for organizations already using Google Workspace.

Pros ✅

• Effortless Integration with Gmail: Functions directly within Gmail.
• Task and Assignment Tools: Enables automatic email assignment, categorization, and tagging.
• Shared Drafts and Templates: Facilitates collaboration by allowing team members to co-edit drafts.
• Collision Alerts: Notifies users if someone else is responding to the same email.
• Analytics and Tracking: Provides performance insights to track response times and assess team efficiency.

Cons ❌

• Limited Advanced Features: While easy to use, Hiver lacks some of the more advanced automation and reporting features found in dedicated help desk software.
• Potential for Overload in Notifications: Frequent notifications may overwhelm users, making it harder to focus on priority tasks.
• Pricing for Larger Teams: Although well-suited for small to mid-sized teams, costs can add up as team size increases.

Best for: Hiver is ideal for businesses using Gmail who want to streamline their email support without the complexity of traditional help desk software. Its simplicity and in-Gmail integration make it a top choice for teams seeking an efficient, intuitive solution to manage customer communication.

Pricing 💰

• Free: Limited to basic functionality for teams getting started.
• Lite ($19/month per user): Includes shared inbox capabilities and basic assignment tools.
• Growth ($29/month per user): Adds automated workflows and customer feedback options.
• Pro ($49/month per user): Includes advanced automation, reporting, and customer support features.

Thinking of turning Gmail into your help desk with Hiver? We’ll help you set it up. Contact us to learn more!

Gorgias

Gorgias is a specialized help desk solution built for e-commerce businesses, offering an integrated support platform that consolidates customer interactions from various channels. Designed to cater to small to medium-sized online retailers, Gorgias is particularly suited for brands using platforms like Shopify, BigCommerce, and Magento.

Pros ✅

• E-commerce Focused Integrations: Connects directly with major e-commerce platforms, allowing customer service teams to view order details, process returns, and manage subscriptions without leaving the platform.
• User-Friendly, Email-Like Interface: An interface that mirrors traditional email clients, providing a familiar environment for agents and making ticket management intuitive.
• Automation and Macros: Includes customizable templates and macros for automated replies, allowing teams to address common customer inquiries efficiently.
• Multi-Channel Support: Manages tickets across channels like live chat, email, SMS, and social media (Facebook and Instagram), all accessible from a unified dashboard.
• Analytics and Reporting: Provides basic insights and reports for tracking performance, with integrations to external BI tools for deeper data analysis.

Cons ❌

• Limited to E-commerce: Focuses solely on e-commerce support, making it less versatile for businesses outside this industry.
• Pricing by Ticket Volume: Pricing is based on the volume of tickets rather than user count, which may increase costs for businesses with high ticket volumes.
• Basic Reporting Capabilities: Limited in advanced reporting options, primarily offering standard, pre-built reports.

Best for: Gorgias is ideal for e-commerce businesses that prioritize seamless support directly within their sales environment. It caters especially well to online stores looking to streamline customer service operations and enhance customer satisfaction without needing a complex setup.

Pricing 💰

• Starter ($10/month): Limited to 50 tickets per month with essential integrations like Facebook and Instagram.
• Basic ($60/month): Supports up to 300 tickets and includes 150 app integrations, live chat, and email support.
• Pro ($360/month): Covers up to 2,000 tickets, provides onboarding support, and adds satisfaction surveys.
• Advanced ($900/month): Allows up to 5,000 tickets, with additional features like dedicated account management and advanced customer service.
• Enterprise: Custom pricing and ticket volume for larger businesses, with extensive customization options.

Looking to elevate e-commerce support with Gorgias? Let’s get your team onboarded – contact us for setup support!

Which Tool Is Right for You?

Choosing the ideal customer support tool can be challenging, as each option brings unique strengths tailored to specific needs. Whether you’re an e-commerce brand seeking seamless order management, a growing team that values internal collaboration, or a business looking for advanced automation and CRM integration, there's a solution that will best align with your goals.

If you're unsure about which tool is the best fit for your business, we’re here to help. Contact us to discuss your needs in a free 30-minute consultation. Our team will guide you through the options, helping you make an informed choice to optimize your customer support setup.

FAQ

1. How do I choose the best customer support software for my business?

Selecting the right tool depends on your business’s unique needs. Zendesk, Freshdesk, and HubSpot offer versatile solutions, while platforms like Gorgias specialize in e-commerce.

2. Do customer support platforms offer multichannel communication?

Yes, many solutions support multichannel communication. For example, Zendesk and Freshdesk handle interactions across email, chat, and social media, while HubSpot and Salesforce Service Cloud offer omnichannel support.

3. Which tools integrate well with e-commerce platforms?

Several tools integrate seamlessly with e-commerce systems. Gorgias, for instance, is popular with Shopify users, while Zoho Desk and HubSpot also offer e-commerce integrations suitable for various platforms.

4. Can I try customer support software before purchasing?

Many platforms provide free trials or introductory plans, allowing you to test core features. Freshdesk, Zoho Desk, and HubSpot Service Hub all have free tiers or trials so you can explore functionality before committing.

5. Do customer support platforms offer automation features?

Yes, automation is a standard feature across most platforms. Zoho Desk, Salesforce, and HubSpot offer robust automation options for routing tickets, tagging, and sending quick responses.