2024 Guide To 21 Freshworks Alternatives
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12 Best Freshworks Alternative Shortlist
I have carefully reviewed and selected these excellent alternatives to Freshworks for my top shortlist.
- Zendesk Support Suite - Best for omnichannel support management
- TeamSupport - Best for B2B customer support
- Helpshift - Best for integrating AI into customer service
- monday.com - Best for visual project management
- HubSpot - Best for sales, service, and marketing integration
- LiveAgent - Best for real-time chat support
- SAP Service Cloud - Best for scaling customer service operations
- Gladly - Best for personalized customer experiences
- Sprinklr Services - Best for social media customer service
- Oracle Service Cloud - Best for knowledge management
- ServiceNow Customer Service Management - Best for streamlining complex service processes
- Salesforce Service Cloud - Best for integrating customer service with CRM
As an experienced user and tester of CRM solutions, I appreciate the power of Freshworks as a software solution that blends marketing automation, lead management, lead scoring, and critical follow-up procedures into a single platform. Its benefits lie in consolidating all customer relationship management activities, enabling an efficient sales pipeline.
However, some businesses may desire alternatives to Freshworks due to a need for better integration with existing ecosystems like Microsoft or iOS or a preference for specific features. I've had the opportunity to evaluate several CRM tools and can attest that a rich variety of tools are available. The CRM market offers many reliable options to meet your unique needs if you're searching for the best Freshworks alternative that provides these functionalities.
What is a Freshworks Alternative?
Freshworks is a dynamic customer engagement software designed to streamline business processes and enhance customer relationships. Offering a suite of products from CRM to the helpdesk, it's ideal for businesses of all sizes and industries seeking to manage customer interactions across various touchpoints efficiently. However, the quest for a Freshworks alternative can arise from multiple needs.
These platforms stand out for their advanced capabilities, such as segmentation, automation, API, SaaS integration, tailored templates, help sales reps to keep selling, and streamlined notifications. Moreover, they shine in workflow automation and forecasting – features that are instrumental when formulating and executing marketing strategies.
Overview of the 12 Best Freshworks Alternatives
1. Zendesk Support Suite - Best for omnichannel support management
In customer support solutions, Zendesk Support Suite is a comprehensive platform that centralizes customer interactions across multiple channels. Its strength is facilitating unified communication, making it the top choice for omnichannel support management.
Why it's a good Freshworks alternative:
In selecting the best alternatives to Freshworks, Zendesk Support Suite landed on my list for its robust omnichannel capabilities. The platform stands distinct in merging customer interactions from various channels into a single, manageable interface. When comparing different tools, it became evident that Zendesk Support Suite excels in this realm, making it undeniably "Best for omnichannel support management."
Standout Features & Integrations:
Critical features of Zendesk include a unified agent workspace, which centralizes customer interactions, and AI-powered automation that enhances efficiency. The platform's integrations also merit attention - Zendesk integrates with various applications such as Slack, Salesforce, and JIRA, adding versatility to its functions.
Pricing:
Zendesk Support Suite offers plans starting from $49/user/month (billed annually), with a minimum requirement of two seats.
Pros:
- Centralized customer interactions across channels
- Advanced AI-powered automations
- Wide range of integration possibilities
Cons:
- The learning curve may be steep for beginners
- The pricing can be high for smaller businesses
- Requirement of minimum two seats could be limiting for smaller teams
2. TeamSupport - Best for B2B customer support
TeamSupport is a dedicated B2B customer support software helping businesses manage client interactions efficiently. It is designed with a specific focus on providing solutions that cater to the unique needs of B2B operations.
Why it's a good Freshworks alternative:
When I embarked on my selection journey, TeamSupport stood out due to its strong focus on B2B customer support. While Freshworks offers a robust platform, TeamSupport differentiates itself by tailoring its features to B2B operations. I chose it as "Best for B2B customer support" due to its ability to handle complex customer relationships that often characterize B2B interactions.
Standout Features & Integrations:
TeamSupport packs powerful features like a customer distress index, indicating potential customer issues, and visual customer support, facilitating easier problem resolution. Additionally, it boasts integrations with leading business tools like Salesforce, Zoho CRM, and Jira, enabling businesses to streamline their operations further.
Pricing:
TeamSupport offers its services from $50/user/month (billed annually), providing a competitive alternative for businesses.
Pros:
- Specialized features for B2B support
- Effective customer distress indicator
- Broad range of integrations
Cons:
- Could be over-specialized for non-B2B operations
- Higher pricing bracket
- The platform may require some training to utilize effectively
3. Helpshift - Best for integrating AI into customer service
Helpshift brings artificial intelligence into the world of customer service, offering unique, automated solutions that save time and improve efficiency. Their AI-powered support systems redefine how businesses handle customer interactions, making it particularly best for integrating AI into customer service.
Why it's a good Freshworks alternative:
In determining the ideal tools for this list, Helpshift emerged as a leader in integrating AI into customer service. This makes it stand apart from Freshworks, which, while a robust platform, does not have the same level of AI integration. I chose it as "Best for integrating AI into customer service" because it successfully leveraged AI to simplify and streamline customer service processes.
Standout Features & Integrations:
Helpshift features a powerful AI engine that automates responses, sports tickets, and provides analytics. They also offer bots that automate FAQs, saving precious time for the support staff. It integrates smoothly with other business tools like Salesforce and Zendesk, enhancing the workflow and customer service experience.
Pricing:
Helpshift's services start from $150/user/month (billed annually), positioning it as a value-for-money alternative for those focused on advanced AI solutions.
Pros:
- Excellent AI integration
- Automation of responses and ticket sorting
- Smooth integrations with other business tools
Cons:
- Higher pricing than some alternatives
- May require a learning curve for the AI features
- Might not be ideal for businesses not focused on AI solutions
4. monday.com - Best for visual project management
monday.com is a comprehensive project management platform that excels at visually representing tasks, schedules, and project statuses. This tool supports clarity and productivity through intuitive interfaces, making it particularly best for visual project management.
Why it's a good Freshworks alternative:
While compiling this list, I judged monday.com as an excellent alternative to Freshworks due to its visual prowess in project management. It stands out with its graphical representations of tasks and progress, which are not a key strength of Freshworks. I've selected it as "Best for visual project management" because it provides teams with visual cues to comprehend projects' scope and status easily.
Standout Features & Integrations:
monday.com shines with features such as visual project timelines, Kanban boards, and Gantt charts. These visual tools enhance task management, project tracking, and team collaboration. Integrations with popular tools like Slack, Zoom, and Excel further augment its functionality and usefulness in diverse workflows.
Pricing:
Pricing for monday.com starts from $8/user/month (billed annually), providing a reasonably priced alternative with excellent visual project management capabilities.
Pros:
- Powerful visual project management tools
- Integrations with commonly used applications
- High customizability
Cons:
- Pricing may be higher for small teams
- Might require some time to explore all features
- Less focused on customer service compared to Freshworks
5. HubSpot - Best for sales, service, and marketing integration
HubSpot is a robust CRM alternative that unifies sales, service, and marketing activities under a single hub. Its feature-rich environment integrates these different areas, making it a superior choice for businesses looking to streamline their customer relationship management process.
Why it's a good Freshworks alternative:
In determining the tools for this list, I found HubSpot CRM to be a compelling alternative to Freshworks. Its comprehensive and unified approach to sales, service, and marketing sets it apart. I selected it as "Best for sales, service, and marketing integration" due to its ability to connect these areas, creating a coherent customer journey from the initial interaction to ongoing support.
Standout Features & Integrations:
HubSpot offers many valuable features, including email marketing, lead generation, and customer service tools, all backed by its powerful CRM software. Furthermore, HubSpot easily integrates with many software such as G Suite, Office 365, and WordPress, ensuring a smooth workflow within diverse ecosystems.
Pricing:
HubSpot's pricing begins at $45/user/month (billed annually), providing a versatile platform for companies wanting to integrate their sales, service, and marketing activities.
Pros:
- Comprehensive sales, service, and marketing integration
- Wide range of features
- Numerous integrations with popular software
Cons:
- Higher price point compared to some alternatives
- Some advanced features only available at higher pricing tiers
- May have a learning curve for some users
6. LiveAgent - Best for real-time chat support
LiveAgent is a customer service software that excels in offering live chat functionality. It is designed for companies seeking an efficient real-time support channel to enhance customer interactions.
Why it's a good Freshworks alternative:
After judging its exceptional live chat features, I selected LiveAgent as an alternative to Freshworks, an area where it truly stands out. Given its focus on real-time chat support, I concluded it's the "Best for real-time chat support." This capability makes it preferable for businesses looking for immediate, dynamic customer interaction.
Standout Features & Integrations:
LiveAgent's standout features include a robust live chat tool with pre-chat forms, a real-time typing view, and chat invitations. Moreover, it integrates smoothly with multiple platforms such as WordPress, Shopify, and Magento, facilitating an integrated customer support experience across different software environments.
Pricing:
Pricing for LiveAgent starts from $15/user/month, offering a dedicated platform for businesses keen on enhancing their real-time customer support.
Pros:
- Comprehensive live chat features
- Integrates with a variety of popular platforms
- Offers ticketing and call center functionality
Cons:
- Higher pricing tier for advanced features
- Interface may feel outdated compared to some competitors
- Mobile app experience may lack some functionality found on the desktop version
7. SAP Service Cloud - Best for scaling customer service operations
SAP Service Cloud is an enterprise-level customer service platform that caters to businesses seeking to scale their support operations. The tool provides a robust and integrated platform to manage customer interactions across multiple channels.
Why it's a good Freshworks alternative:
In my comparison of different customer service platforms, I found SAP Service Cloud to offer robust scalability features. This software stood out because of its wide array of tools that are particularly beneficial for growing businesses. For this reason, I determined it to be "Best for scaling customer service operations."
Standout Features & Integrations:
Some of the tool's significant features include service ticket management, knowledge management, and service analytics. It integrates easily with other SAP products, such as SAP Sales Cloud and SAP Marketing Cloud, providing a comprehensive and integrated business management suite.
Pricing:
Pricing for SAP Service Cloud starts from $58/user/month. Please note that this is a robust enterprise-level solution, and the pricing reflects its comprehensive offering and scalability features.
Pros:
- Robust scalability features
- Easy integration with other SAP products
- Comprehensive customer service platform
Cons:
- Higher pricing compared to some other platforms
- May be complex for smaller businesses
- Onboarding may require more time due to the tool's comprehensive nature
8. Gladly - Best for personalized customer experiences
Gladly is a customer service platform that focuses on delivering personalized customer experiences. The tool empowers businesses to treat customers as people, not tickets, by providing a complete view of customer interactions across channels in one place.
Why it's a good Freshworks alternative:
I selected Gladly for this list because it emphasizes personalization in customer interactions, differentiating it from many other platforms. I judged this tool as "Best for personalized customer experiences" based on its unique ability to help businesses tailor their customer support to each customer.
Standout Features & Integrations:
Gladly offers critical features such as centralized customer profiles, omnichannel communication, and personalized automation. It integrates well with e-commerce platforms like Shopify and Magento and email marketing services such as Mailchimp, further enabling businesses to provide a tailored customer experience.
Pricing:
The pricing for Gladly starts from $75/user/month. This is the price for their lowest-priced paid plan, and it comes with a comprehensive set of features for personalized customer service.
Pros:
- Focus on personalized customer experiences
- Centralized customer profiles for better interaction history
- Omnichannel communication
Cons:
- Higher cost compared to some alternatives
- Can be overwhelming for small businesses
- Might require additional training due to its wide array of features
9. Sprinklr - Best for social media customer service
Sprinklr is a unified customer experience management platform that focuses strongly on social media customer service. It allows businesses to handle customer inquiries, complaints, and general communication through one interface on various social media channels.
Why it's a good Freshworks alternative:
In determining a list of Freshworks alternatives, I opted for Sprinklr due to its robust capabilities in managing social media customer service. I've chosen it as "Best for social media customer service" as it effectively facilitates multi-channel interactions, differentiating itself through its extensive social media integration.
Standout Features & Integrations:
Key features of Sprinklr include social media listening, publishing, engagement, and AI-powered insights. It offers integrations with major social media platforms such as Facebook, Twitter, Instagram, and LinkedIn, ensuring businesses can effectively manage customer interactions across all channels.
Pricing:
Sprinklr operates on a quote-based pricing system, meaning the exact monthly cost per user will depend on your business's specific needs and size. Please get in touch with the vendor for detailed pricing information.
Pros:
- Extensive social media integration
- AI-powered insights for decision making
- Unified platform for all customer interactions
Cons:
- Pricing is not transparent
- May be too complex for small businesses
- Initial setup and onboarding might be challenging
10. Oracle Service Cloud - Best for knowledge management
Oracle Service Cloud is a customer service software that provides businesses with comprehensive tools for multi-channel customer service and support. Its robust knowledge management feature distinguishes it from other platforms, enabling the creation, organization, and delivery of information to customers and service staff.
Why it's a good Freshworks alternative:
While choosing an alternative to Freshworks, I picked Oracle Service Cloud due to its superior knowledge management capabilities. Its ability to centralize valuable customer service information stands out, making it my choice for "Best for knowledge management".
Standout Features & Integrations:
Oracle Service Cloud's standout features include comprehensive knowledge management, web customer service, contact center services, and analytics. It integrates with various systems, including Oracle's suite of products like Oracle Sales Cloud and Oracle Marketing Cloud, thus ensuring data flow across different departments of a business.
Pricing:
Oracle Service Cloud pricing starts from $110/user/month (billed annually). Note that this is a basic plan, and the cost may increase for more advanced features or an increased number of users.
Pros:
- Comprehensive knowledge management capabilities
- Wide range of integrations
- Multi-channel customer service
Cons:
- Pricing can be high for smaller businesses
- Steep learning curve due to its range of features
- Customer support can be improved
11. ServiceNow Customer Service Management - Best for streamlining complex service processes
ServiceNow Customer Service Management is a solution that connects departments, systems, and workflows to fix customer issues at the root. Its proficiency in managing and streamlining complex service processes justifies it being the "Best for streamlining complex service processes.”
Why it's a good Freshworks alternative:
In my selection process for a Freshworks alternative, I chose ServiceNow Customer Service Management because it excels in managing intricate service processes. Its comprehensive and connected approach makes it stand out and is why I consider it "Best for streamlining complex service processes".
Standout Features & Integrations:
ServiceNow Customer Service Management offers features like multi-channel service, case and incident management, knowledge management, and customer service projects. It provides essential integrations with CRM, ERP, and IT Service Management systems, connecting various departments for a unified customer service approach.
Pricing:
The pricing for ServiceNow Customer Service Management starts from $100/user/month, making it a substantial investment for businesses looking to streamline their customer service processes. Note that this starting price may vary based on specific requirements.
Pros:
- Excellent at handling complex service processes
- Connects various departments and systems
- Offers a unified approach to customer service
Cons:
- Can be costly for small businesses
- Interface can be challenging to navigate for new users
- Implementation can be time-consuming
12. Salesforce Service Cloud - Best for integrating customer service with CRM
Salesforce Service Cloud is a customer service platform that streamlines support and easily integrates with the Salesforce CRM. This capability gives it a competitive edge and makes it the "Best for integrating customer service with CRM".
Why it's a good Freshworks alternative:
In deciding on an alternative to Freshworks, I selected Salesforce Service Cloud due to its robust integration capabilities, particularly with its own CRM system. Its focus on enhancing the synergy between customer service and CRM sets it apart from many competitors and is why it's the best choice for this particular use case.
Standout Features & Integrations:
Salesforce Service Cloud's primary features include case management, a knowledge base, social customer service, and communities for self-service. Most notably, it integrates easily with Salesforce's CRM, creating a well-connected customer service ecosystem.
Pricing:
Pricing for Salesforce Service Cloud begins at $25/user/month (billed annually). This is the base cost for the Essentials plan, which provides access to fundamental features of the service.
Pros:
- Strong integration with Salesforce CRM
- Comprehensive case management features
- Robust self-service options
Cons:
- Learning curve can be steep for new users
- Costly for higher-tier plans
- Customization requires technical expertise
Other Noteworthy Freshworks Alternatives
Below is a list of additional Freshworks alternatives that I shortlisted but did not make it to the top 12. Definitely worth checking them out.
- Act! CRM - Good for comprehensive contact management
- Totango - Good for customer success management
- Keap - Good for small business automation
- Thryv - Good for local business management
- Nimble - Good for social sales and marketing
- Nutshell - Good for sales process automation
- Streak - Good for CRM within Gmail
- Insightly - Good for project management with CRM
- Zendesk Sell - Good for high-velocity sales teams
Selection Criteria for Choosing Freshworks Alternative
After personally testing and researching an extensive range of customer service management tools, I've identified critical criteria that can significantly impact the effectiveness and usability of this software. I've gone through dozens of such platforms, focusing on functionality that can facilitate a smooth and efficient customer service process.
Core Functionality
When considering the core functionality of customer service management tools, here are the things to look for:
- Ability to manage and track customer interactions across multiple channels.
- Provision for a ticketing system that organizes, categorizes and prioritizes customer requests.
- Functionality for creating a knowledge base for common customer queries.
Key Features
A top-notch customer service management tool should ideally possess the following key features:
- Integration with other business tools, like CRM, sales, and marketing tools
- Automated workflows to standardize and speed up response times
- Reporting and analytics capabilities to track performance and identify areas for improvement
Usability
For a customer service management tool, usability can make or break the user experience. Here's what I focused on:
- An intuitive interface that doesn't require a steep learning curve
- Easy onboarding process with available resources or customer support for new users
- Role-based access controls for different user levels in an organization
- Responsive and helpful customer support for resolving technical issues or answering queries
Most Common Questions Regarding Freshworks Alternative (FAQs)
What are the benefits of using Freshworks?
Freshworks provides innovative customer engagement software that can significantly improve a business's service management. Five key benefits include:
- Unified Customer View: It integrates with various channels to provide a 360-degree view of customer interactions.
- Automation: Freshworks facilitates the automation of repetitive tasks, helping to save time and reduce errors.
- Integration: It smoothly integrates with other business software, enhancing the overall effectiveness of a business's operations.
- Scalability: Freshworks is designed to scale with a growing business, making it a suitable solution for small to large companies.
- Robust Reporting: It offers comprehensive analytics and reporting features that aid in decision-making and strategy formulation.
How much do Freshworks and its alternatives cost?
The pricing of Freshworks and its alternatives varies depending on the specific tool, the features included, and the organization’s size. Freshworks offers a variety of plans, with prices starting from $29/user/month for their basic plan and going up to $125/user/month for their enterprise-level package. Most alternatives also have tiered pricing models that cater to different organizational sizes and needs.
What are the pricing models for Freshworks and its alternatives?
Freshworks and most of its alternatives typically use a subscription-based pricing model, which is usually billed monthly or annually. The price often depends on the number of users or the level of service required.
What is the typical range of pricing for Freshworks alternatives?
The pricing for Freshworks alternatives typically ranges from $20 to $150 per user per month. However, this can vary significantly based on the specific software and its features.
Which are the cheapest and most expensive Freshworks alternatives?
Zendesk Sell is among the more affordable alternatives, with pricing starting at $19/user/month, while Salesforce Service Cloud is at the higher end, with pricing starting from $75/user/month.
Are there any free Freshworks alternatives?
Streak offers a limited free plan for individuals, making it a good option for businesses on a tight budget or startups just beginning to formalize their customer service processes.
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Summary
To summarize, Freshworks CRM is an excellent customer engagement platform, but many viable alternatives are available to suit various needs. Factors such as core functionality, key features, usability, and pricing are essential when selecting the best option for your business.
Key takeaways:
- Align to Business Needs: Each Freshworks alternative offers unique strengths. Some excel at knowledge management, like Oracle Service Cloud, while others streamline complex service processes, like ServiceNow Customer Service Management. Identifying your essential business needs and choosing a solution that aligns with them is crucial.
- Focus on Usability: Regardless of the platform's features, it should be easy to use and navigate. For instance, Salesforce Service Cloud's customer service integration with the CRM platform makes it user-friendly, ultimately enhancing productivity.
- Consider Pricing Models: Pricing varies across platforms; some have more flexible models than others. Ensure that the chosen solution offers good value for its cost and fits within your budget. From Oracle Service Cloud's comprehensive annual plans to Zendesk Sell's affordable monthly plans, there's a pricing model for every budget.
What do you think?
I hope this guide offers a comprehensive overview of the best Freshworks alternatives. However, the landscape of customer engagement software is broad and continuously evolving. I encourage my readers to share their experiences and suggest any tools that they believe could be beneficial and may have been overlooked in this article. Your insights could be the key to helping other businesses find the perfect solution to meet their unique needs.