We believe there are better options available in this category, read below to learn what this software does well, and what they could do better. ⤵
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The all-in-one help desk chat tool for teams of all sizes. Great if you want to offer support from all channels to your customers and don't mind not having as much control.
My main question here is, are you planning on having your social channels and chat apps as your main source of support?
I mean really, think about that question deeply. I understand that the gut reaction is "yes, that would be great!"—but maybe those 5 customers of yours that prefer to message you via Facebook Messenger or Twitter DM's shouldn't be the sole cause of fragmentation across support channels, requiring you to then use a tool like Front to rope it all back in. So ask yourself, just because you "can" open up your support channels, "should you"?
If the answer is "yes", then that's where I can vouch for Front, but again, you're accepting support fragmentation, and good luck roping that back in in the future.
Again, if you're a small team, you should probably have a primary and centralized support channel, usually "[email protected]"—that way you can better control routing and tracking feedback.
Also, if you're like us and you love using Superhuman for your direct emails, you're not going to benefit from the other features of Front, like "shared inboxes" and such across the team.
You really need to use Front as your main email inbox to get the most use out of it.
For large enterprise teams who need a highly scaleable help desk. Less user-friendly than the rest.
Think of Zendesk as the "Salesforce" of the help desk world. They "integrate" with almost everything (what that even means is many things... does that mean it'll do what you want it to do? questionable), they have help docs, an included community platform even. But what's it like to actually use? Well, painful.
There's zero joy in using it. It feels like you're using archaic and unintuitive software, I've still yet to meet a customer success rep that has had even one positive thing to say about it, or rather, I've yet to meet someone that hasn't "hated it" to be more specific.
In Zendesk, you are a ticket number, not a person. And yes, customers feel this, it's incredibly apparent and frustrating to experience:
But what about the community component? We want a community!
Well, good luck building one with Zendesk, another area I'm obsessed with, community software (love Discourse + Insided), and I have still yet to see even ONE Zendesk "Community" implementation that isn't just filled with customers complaining about said SaaS that the community was built for, with it all fallen on deaf ears by the company. That's a different story all-together though.
If you're an enterprise team, check out Zendesk, otherwise, stay away, and check out another option like Help Scout.
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