But then again, Google has been under a lot of criticism in recent years due to privacy issues. Especially when Google faced considerable scrutiny due to privacy concerns. 

As security has become a global concern, people are gradually shifting to platforms offering them privacy and a better browsing experience.

So whether it is security in your browsing or a great searching experience, there are many other search engine alternatives out there to be used.

Quick check the top search engine picks

Here is a list of 26 alternative search engines that we have tested to meet your specific user needs.

You have already got a brief idea about all the search engines in our list. Now, let’s continue with a more detailed overview that can help you choose the most suitable for your specific needs.

Privacy-focused search engines

Search engines collect a massive amount of user data, which has raised serious concerns about privacy and misuse.

So, the best way to avoid it is to switch to a privacy-focused search engine. Here’s what you might try!

DuckDuckGo

DuckDuckGo is an independent Google alternative, known for its strong emphasis on user privacy. Unlike traditional search engines, it doesn’t track your search history or collect personal data. This makes it a trusted choice for over 100 million users who prioritize online anonymity.

Since it doesn’t store search history, you’re free from the filter bubble of biased results. You can search images, maps, instant answers, and more without worrying about being followed by ads or algorithms.

One standout feature of DuckDuckGo is the “Bang Shortcuts”. This feature lets you search specific sites instantly by typing a command like !w to go straight to Wikipedia. Overall, it’s simple, reliable, and puts your privacy first without compromising on search quality.

Brave Search

Brave Search has its own web-crawling index and “anonymous API calls,” designed to prioritize data security and transparency. These features can avoid unauthorized tracking, profiling, or serving intrusive ads.

Furthermore, users can enhance their search experience by selecting AI-powered answers or traditional web results with the “Answer With AI” button. The “Goggles” feature lets them fine-tune how search results are ranked, giving them more control over their experience.

With 32.5 million daily active users, Brave’s growing popularity speaks to the increasing demand for privacy-first tools. Beyond search, Brave offers a suite of features, including free video calls, offline playlists, a customizable news feed, IPFS integration, Tor support, and a built-in crypto wallet, making it a secure and all-encompassing platform.

Startpage 

Another privacy-focused search engine is Startpage. It’s designed for users who want Google’s search results without the tracking. It acts as a middleman, fetching results directly from Google while ensuring your personal data remains private. 

What sets Startpage apart is its ability to deliver the power of Google without compromising your anonymity. You get access to accurate and relevant results, including images, videos, and news, without exposing your identity. 

The platform also allows you to browse websites through its “Anonymous View” feature, adding an extra layer of protection by keeping your visit untraceable.

Startpage’s simplicity and commitment to privacy make it a strong contender for anyone seeking high-quality search results with peace of mind. It’s proof that you don’t have to trade convenience for security.

Qwant

Qwant is a European-based search engine that operates under stricter data privacy regulations. It prioritizes user anonymity while delivering relevant, high-quality search results. This search engine also gives the security of data and privacy protection. 

Qwant offers a wide range of features, from standard search results to news, images, and social media content, all without compromising on privacy. It doesn’t filter or manipulate results based on your past searches, so you can explore the internet with unbiased and fresh perspectives.

In addition, Qwant includes a unique “Qwant Maps” service, which allows users to search for locations and get directions without being tracked. 

Swisscows

A standout choice for those valuing privacy and family-friendly content. It avoids tracking your data and ensures your searches remain confidential. 

Moreover, it uses semantic data recognition to understand your queries better, offering accurate and meaningful results without invading your privacy. The search engine also filters out inappropriate content, making it ideal for families or schools prioritizing safe browsing. 

Gibiru

Gibiru is a search engine designed for users who prioritize privacy and are seeking unbiased information. It emphasizes providing uncensored and unfiltered search results. This unique quality differentiates Gibiru from other search engines. 

Furthermore, Gibiru does not track user activity or store personal information which makes it a popular choice for those concerned about online privacy. 

However, the claim of being “unbiased” can be subjective, as all search engines rely on algorithms that may have inherent biases. Users should critically evaluate information from any source.

Searx

This open-source metasearch engine gathers results from multiple platforms while keeping your information private. One of the most standout qualities of Searx is it’s completely customizable. 

So that users can modify settings, such as preferred search engines, language, and privacy levels. It’s perfect for tech enthusiasts who want full control over their browsing experience.

Presearch

Presearch is an innovative and decentralized search engine built on blockchain technology. It rewards users with cryptocurrency tokens for conducting searches while safeguarding privacy. 

It also lets users choose their preferred data sources, offering a unique, personalized experience that aligns with blockchain and crypto advocates.

Mojeek

Mojeek is a unique privacy-first search engine that doesn’t track your data or filter results based on user profiling. Unlike other privacy-focused platforms, Mojeek is not a metasearch engine. It operates its own independent search index. 

This ensures unbiased and transparent results for users. Ideal for those seeking a genuine alternative to mainstream engines, Mojeek emphasizes ethical and straightforward search experiences.

AI-powered search engines

While privacy-focused search engines have gained traction, AI-powered search engines are also rising in popularity for their ability to deliver smarter, more intuitive, and personalized search experiences. 

These AI-driven platforms are revolutionizing how we interact with information online, and their adoption is growing rapidly.

Bing

In the world of search engines, Microsoft’s Bing holds the second largest market share with 3 billion daily active users. It combines traditional search capabilities with cutting-edge AI features, including its new Copilot integration. 

Copilot can summarize web pages, create content, and even provide real-time recommendations. These abilities make Bing a versatile option for both casual users and professionals.

Perplexity AI

This AI-driven search engine is like having a virtual research assistant. It synthesizes information from reliable sources to deliver precise, well-cited answers. 

Unlike other search engines, Perplexity simplifies research which is ideal for students, professionals, and anyone needing fast, fact-checked information.

WolframAlpha

WolframAlpha is renowned for its computational power. It excels in solving complex problems across fields like mathematics, science, and engineering. 

Rather than fetching web links, it can calculate direct answers with its own knowledge engine. This ability makes WolframAlpha a go-to tool for academics, researchers, and tech professionals.

You.com

Similar to Perplexity AI, You.com is a customizable AI-powered search engine that adapts to your needs. It offers integrated apps, personalized settings, and advanced privacy options. 

With its AI chat feature, You.com enables interactive and precise search experiences, appealing to modern users looking for flexibility.

Kagi

Kagi is an ad-free and premium search engine enhanced with AI capabilities. It focuses on delivering clean, distraction-free search results while offering unique tools like personalized ranking of websites. Ideal for professionals who value productivity and efficient search experiences.

Neeva

Neeva is a search engine developed by an AI technology with no ads. It’s a high-quality browsing platform with a premium and distraction-free browsing experience. 

This is because Neeva can give concise and curated answers and also allows the user to customize and prioritize their search results. It is mostly useful to professionals and researchers looking for reliable and ad-free search experiences.

EcoFriendly and Socially Responsible Search Engines

This is a unique and growing category of search engines that prioritize environmental sustainability, social impact, and ethical practices. 

These search engines aim to make a positive difference in the world while providing users with a way to search the web responsibly. 

Ecosia

Ecosia is more than just a search engine, it’s a movement. This search engine uses ad revenue to fund reforestation projects. 

As of 1 February 2024, the company claims to have planted more than 200 million trees since its inception. The platform is transparent about its finances and runs on renewable energy which makes it a favorite among environmentally conscious users.

Ekoru

Following reforestation, this search engine focused on ocean preservation. Ekoru generates revenue through search ads, similar to other search engines. However, instead of maximizing profits, it allocates a significant portion of this revenue to environmental causes.

Furthermore, Ekoru joins with organizations like Big Blue Ocean Cleanup to remove plastic waste from oceans and rivers. Ultimately, making a tangible environmental impact just by browsing.

GiveWater

GiveWater is another excellent example of a socially responsible search engine. It aligns with the values of eco-friendliness and making a positive impact. 

Every search on GiveWater contributes to funding clean water initiatives in underserved communities. It’s a socially responsible search engine for users who want their online activity to create real-world change in water accessibility and hygiene.

Yep

Yep isn’t just a search engine! It’s a platform to empower creators. Built by the team behind Ahrefs, Yep redistributes 90% of its ad revenue to content creators and supports a fairer internet economy. 

While it doesn’t track user data, it also contributes to sustainability by reducing ad-related resource consumption. It’s a great option for those who want to support ethical practices while enjoying efficient search results.

Specialized and Niche Search Engines

These engines focus on delivering highly targeted results within a particular domain. They are designed to meet unique customer needs and offer more relevant information for specialized queries.

Yahoo

Yahoo is a well-known name in the search engine industry. Although it may have lost its appeal in the Google-powered world, Yahoo is still a great product that provides news, weather, finance, and email all in one package.

Yahoo serves as more than just a search engine, it’s a portal for curated news and trending topics. Yahoo also maintains partnerships with Bing for search results, ensuring reliability while preserving its distinctive user interface.

BASE

BASE (Bielefeld Academic Search Engine) is an academic search engine by Bielefeld University in Germany. It’s focused on offering open access to scholarly resources and institutional materials. If you are looking for articles, theses, or research papers, then BASE will provide you with the results you need for academic purposes. 

Also, it has over 300 million journals and other scholarly documents stored in its database from more than 10,000 sources. Therefore, it’s a useful site for students, researchers, and educators. BASE guarantees the easy availability of high-quality academic content which makes it a crucial search engine for academic purposes.

Naver

Naver dominates the South Korean market by providing highly localized search results, news, and entertainment. Beyond being a search engine, it serves as a one-stop platform with integrated services like blogs, forums, and shopping.

Its ecosystem is designed to meet the diverse needs of South Korean internet users. Never is more than just a tool, it’s a digital hub for daily life. From trending news to online communities, Naver keeps users connected, informed, and entertained, cementing its place as a cornerstone of South Korea’s online experience.

Seznam

Seznam is a beloved search engine in the Czech Republic. It offers a wide range of services like news, weather updates, maps, and directories to local users. 

Seznam holds a special place for Czech users who appreciate its localized focus and user-friendly tools. So whether you’re searching for information, planning your route, or staying updated on current events, Seznam provides a reliable and familiar digital experience.

Marginalia

Marginalia is a niche search engine designed to spotlight indie and alternative content. By curating results from lesser-known websites, it provides users with fresh and unfiltered perspectives that are often overlooked. 

This focus on the hidden corners of the web makes Marginalia an ideal platform for those seeking a unique browsing experience. Whether you’re looking to explore off-the-beaten-path content or simply want to break free from the usual online echo chambers, Marginalia is a go-to resource.

AOL Search

Though nostalgic in its branding, AOL Search remains a reliable tool for delivering general search results. Its straightforward design appeals to users seeking a simple and no-frills browsing experience.

With a focus on functionality over complexity, AOL Search continues to serve for quick and effective web searches. It’s a solid choice for those who appreciate minimalism and familiarity with their online tools.

International Search Engines

While global search engines dominate much of the world, international search engines have carved out significant niches by addressing local needs, languages, and preferences. 

These engines often provide better results for regional queries, support local languages, and align with cultural norms.

Baidu

Baidu, often called the “Google of China,” is the largest search engine in the Chinese market. It offers a comprehensive range of services, including AI-powered tools, localized applications, and advanced multimedia search capabilities.

As a cornerstone of China’s internet ecosystem, Baidu is indispensable for businesses and researchers navigating the country’s digital landscape. Its deep integration with local apps and services makes it the go-to platform for accessing information, conducting research, or engaging with the Chinese online community.

Yandex

Yandex is a leading search engine in Russia and the surrounding CIS countries. It offers a wide range of services such as maps, translation, and email. It’s designed with the local audience in mind. So the search results and tools cater to regional languages and preferences.

With its deep integration into the daily digital lives of users, Yandex delivers relevant, localized content and reliable services. So whether for navigation, communication, or searching, Yandex serves as a comprehensive and trusted resource for its users.

Emerging trends in search engines

As search engines continue to evolve with new technologies and shifting user needs, there’s one question on everyone’s mind: What’s next?

So, here are some of the key emerging trends.

• Generative search: Artificial Intelligence is transforming search engines by generating content instantly. This means users could receive personalized and context-aware answers instead of just links. This shift will make search results more dynamic and relevant.
• Social media search: Platforms like TikTok and Instagram are shifting from social networks to powerful search tools. With their emphasis on visual content and social interaction, these platforms are becoming essential for discovering information more engagingly and interactively.
• Decentralized search: Blockchain-based search engines, such as Presearch, are emerging as alternatives to traditional models. These engines focus on user privacy and control which allows individuals to own and manage their search data while promoting a decentralized internet.
• Revenue-sharing models: Search engines like Yep are introducing innovative revenue-sharing systems, where users can earn a share of ad revenue. This approach not only incentivizes engagement but also aligns search engine profits with user interests.

Think beyond usual 

The digital world is evolving very fast, so sticking to a single legacy platform is not sufficient any longer. Therefore, it’s important to ensure you are exploring the other search engines in order to find your specific information and needs.

Using several search engines increases the relevancy chances and enables you more to navigate accurate information.

The post 25+ Other Search Engine Alternatives to Use Instead of Google appeared first on Fluent Support.

Millennials seek fast, personalized service, while Gen Z values honest, transparent interactions and self-service options. Both expect quick solutions and have grown up with technology.

By recognizing these differences in Millennials vs Gen Z, businesses can better meet their customer experience. Let’s explore how to deal with their unique customer service expectations.

Also, you can directly check out the key takeaways.

Millennials vs Gen Z

Gen Z and Millennial customers have unique preferences and expectations that shape how they interact with brands. As businesses adapt to changing customer needs, it’s important to understand what sets these generations apart.

Here are some major differences between Millennials and Gen Z.

Millennials and their age range

Millennials, also known as Generation Y, were born between 1981 and 1996. They come after Generation X and before Gen Z. In 2024, Millennials are between 28 and 43 years old.

This generation experienced the rise of technology during their teens and adulthood. In many underdeveloped or previously underdeveloped countries, millennials didn’t have easy access to technology in their early years. These regions missed out on the tech revolution of that era.

However, in the last 15–20 years, technology has become widely available. It made most millennials comfortable with digital tools today.

What influences Millennials

• Online reviews and feedback from trusted sources.
• Personalized recommendations tailored to their preferences.
• Experiences and quality, focusing on value over cost.
• Brand reputation with reliability and trustworthiness.
• Technology and convenience.

Gen Z and their age range

Gen Z or Generation Z, also known as the Zoomers. This includes people born between 1997 and 2012. They come after Millennials and before Generation Alpha (2010-2024). In 2024, Gen Z’s ages range from 12 to 27 years old.

They are the first generation to grow up surrounded all by technology. They’ve always had smartphones, social media, and the internet at their fingertips.

This group expects customer service to be fast and efficient, with personalized experiences that feel unique to them. Also, they research products online before making a purchase and rely heavily on social media and online reviews for guidance.

What influences Gen Z

• Their social media friends, peers in general, and word-of-mouth recommendations.
• Trending social media content that catches their attention.
• Ethical considerations, like sustainability, and fair practices.

How to meet customer service expectations of Millennials and Gen Z

Let’s take a look at strategies for meeting the expectations of both these customer groups.

1. Use advanced technology for faster service

Gen Z expects instant responses, often through social media or live chat. Millennials also want fast service but are more open to email or phone support, in addition to chatbots and AI assistants for quick answers.

2. Personalize the customer experience

Both groups appreciate personalization, but Gen Z values brands that align with their values and are authentic. Millennials prefer a tailored experience but are more likely to stay loyal to brands that offer consistent, quality service.

3. Build loyalty with honesty and transparency

Gen Z highly values transparency and expects businesses to be open about their practices, especially on social media. Millennials also care about honesty but are more likely to stick with brands they trust over time.

Best practices for Gen Z and Millennials customer service experience

In order to deliver exceptional customer service for Gen Z and Millennials, businesses need to adopt a holistic approach. An approach that takes into account the unique needs and preferences of these groups.

1. Omnichannel support

One best practice is to use an omnichannel support approach. Provide customers with the option to reach out via every way possible like phone calls, email, forum, chat, open ticket option, and social media.

This allows customers to choose the method that is most convenient for them and ensures that their needs are met on time.

2. Empathy and efficiency

Train and build a strong customer support team. Teach them to be fast with issue resolution. Tell them to be empathetic and understanding towards the customers. Majority of the time less empathy, and sloth replies create a bad customer experience.

3. Empowering support agents

Equip support agents with all the necessary tools, knowledgebase, courses, mentorship, and other key resources they need to handle customer inquiries and complaints.

4. Personalized support

Encourage support agents to take a personalized approach. Use AI in helpdesk solutions for fine-tuning ticket replies, summarizing tickets, and customer tone analysis to run smooth interactions with customers.

5. Proactive customer feedback

Businesses need to be proactive in seeking feedback from their customers to serve better. This includes conducting surveys and focus groups, as well as monitoring online reviews and social media posts.

Use customer feedback forms to collect feedback from customers regularly. This will help your business to identify areas of improvement and make the necessary changes.

Role of social media for Millennials vs Gen Z customers

Gen Z prefers social media for almost everything, including customer support. They use it to ask questions, share feedback, or complain, expecting replies within minutes. Businesses need to respond to customer inquiries and complaints quickly.

A report shows that “90% of Gen Zers feel the overall presence on social media impacts their trust in a brand.” Although, millennials also turn to social media presence for validation but not as much as Gen Zers.

For Gen Z, engaging and relatable content is key to building brand loyalty. They are drawn to brands that show authenticity, ethical concerns, and connect with their values. According to Kadence, “Around 61% of Gen Z makes purchases influenced by social media”.

Millennials also value engaging posts but are more likely to be loyal if brands offer good service consistently and promotions.

Future of customer service for Gen Z and Millennials

As technology continues to evolve, so too will the customer service experience for Gen Z and Millennials. Businesses need to stay on top of the latest trends and technologies to meet the expectations of these groups.

• Immersive support: A trend to watch is the increased use of virtual reality and augmented reality in customer service. These technologies have the potential to provide immersive and personalized experiences for customers. Businesses that adopt them will have a competitive advantage.

• Voice assistants: Increase the use of voice assistants like Amazon Alexa and Google Home. This technology makes it easier for customers to access customer service and can provide more efficient service.

Key takeaways

Final thoughts

To wrap up, providing excellent customer support for Gen Z and Millennials requires a balance of technology and human interaction. These customers value quick responses but also appreciate a personal touch.

While chatbots can handle basic questions, having live agents available for complex issues is crucial. For that reason, you need to build a strong customer support team. Personalizing service and being transparent builds trust with your customers.

By using the right tools and offering real, empathetic support, being up-to-date, businesses can meet the expectations of these generations and create lasting customer loyalty. Stay tuned with Fluent Support for more helpful tips!

The post Millennials vs Gen Z – Key Differences in Customer Service Expectations appeared first on Fluent Support.

The answer lies in understanding the different options available and how they fit your specific needs. This blog will take you through the ins and outs of help desk software. It will reveal how each type can impact your customer service and business efficiency. 

By the end, you’ll have a clear idea of which solution will best support your company’s goals. Ready to discover how the right help desk can transform your support experience? 

Let’s dive in and find out.

What is a Helpdesk Software?

Helpdesk software, also known as a customer ticketing system, helps businesses convert and manage customer queries into unique tickets. Agents can track these tickets, manage, and resolve them in the quickest time possible. 

In a helpdesk software, customers submit their queries as tickets through a portal, and these get resolved by the assigned support team of the business.

The idea evolved from call centers in the 1980s to email support. In the 2000s, cloud-based and self-hosted solutions slowly emerged with many features. It makes customer support more effective. Now, helpdesk software is essential for businesses that handle many customer inquiries on daily basis.

It provides around-the-clock support and self-service options like FAQs and knowledge bases, which reduce the support team’s workload. Moreover, a good solution helps businesses scale easily without hiring many new agents, as automation and self-service handle a lot of tasks.

Overall, helpdesk software streamlines customer service, making support faster and more efficient. It helps businesses provide better service and grow more easily.

When do you need a helpdesk ticketing system

You need a customer support ticketing system when your business handles many customer queries on a daily basis or in bulk. And, if you struggle with slow response times, missing tickets, or a messy support process, it’s time for a support ticket solution. 

Studies show that “companies using these ticketing solutions see a 633% ROI increase” (Forrester). For instance, a typical business using Fluent Support’s system can boost revenue by at least 10%.

If your team deals with repetitive tasks or needs to manage information from different apps, a support ticket solution can automate these processes. This saves time and improves agent productivity. 

Also, having a clear view of customer history helps provide faster, more personalized support. So, if you want to improve efficiency, reduce response times, and enhance customer satisfaction, it’s time to consider a customer support ticketing system.

Types of help desk software

There are 4 different types of help desk software, 1. Open Source 2. Self-Hosted 3. Cloud-based and 4. Enterprise. Based on specific criteria, these different types of help desks have different use cases. Let’s find out!

1. Open-source help desk software

“I often compare open source to science. Science took this whole notion of developing ideas in the open and improving on other peoples’ ideas. It made science what it is today and made incredible advances that we have had possible.”

Linus Torvalds, Creator of Linux and Git

Open source means the software’s code is free for anyone to use and change. And, a help desk software helps companies manage their customer support. So, an open-source help desk software is a tool that lets you customize it to fit your business needs.

When do you need one?

People usually choose open-source help desk software, plugins, or extensions because it’s flexible and cost-effective. They can change the tool to fit their needs without paying for licenses. A big community of developers helps improve it and offers support. Users also like that they can see the code, so there are no hidden surprises. Plus, they aren’t stuck with one vendor, giving them more control over their software and data.

Pros

• Open-source help desks are free, with few limitations.
• Customization options allow you to tailor the tool to your needs.
• A large community provides updates, ideas, and support.
• Full control over the solution helps you avoid vendor lock-in.
• You can build the perfect help desk with minimal restrictions.

Cons

• You need experts to set up and customize the solution.
• Configuration and customization can take months.
• Data security is your responsibility, which can be risky.
• Reliable support may be lacking, leaving you dependent on your tech team.
• Managing updates and maintenance can be challenging without proper resources.

Example

• WordPress help desk software: 1. Fluent Support 2. Support Candy 3. Awesome Support
• Other help desk software: 1. osTicket 2. HelpDeskZ 3. OTRS
• Multi-channel support: 1. Zammad 2. Freshdesk (Open Source Edition) 3. Odoo Helpdesk 4. Hesk 5. UVdesk

2. Cloud-based help desk software

Cloud-based means using services or software that are stored on the internet, not on your own computer. Therefore, cloud-based help desk software is a SaaS (Software as a Service) solution hosted on a vendor’s server. Support agents can use all the help desk features by logging into the vendor’s website or an installed app on your desktop or mobile app.

Unlike others, your team can use all the help desk features by logging into the vendor’s website or app. Users pay a monthly or annual fee, which covers technical support, maintenance, and data security. This makes it easy to use and manage, with the maker company taking care of updates and security.

When do you need one?

Cloud-based solutions save money upfront by letting a third party handle costs. This is great for small businesses that need strong security for customer data. The provider takes care of all security, like firewalls and updates, so you don’t have to.

With cloud-based help desks, you avoid the hassle of managing servers and software. The vendor handles everything, so you can focus on your customers. These systems also offer high uptime, often 99.98%, and are easy to start with. You can set up quickly and cancel anytime, making it a flexible and low-risk choice.

Pros 

• Easy to set up and maintain.
• Automatically updated with the latest features and security.
• Scales easily as your business grows.
• Lower upfront costs with predictable monthly or annual fees.
• Strong security measures are managed by the provider.

Cons

• Limited access to source code for customizations.
• Dependent on the vendor to resolve technical issues.
• Sensitive data is stored on external servers.

Example

SaaS helpdesk software: Zendesk, Freshdesk, Help Scout, Bolddesk, Klaus, Kayako, Zoho Desk, Salesforce Service Cloud

3. Enterprise help desk software

Enterprise software, also known as enterprise application software (EAS), is designed to meet the needs of entire organizations, not just individual users. It integrates easily into a company’s existing systems and includes robust security and advanced features to support high productivity. 

So, an enterprise help desk is a specific type of enterprise software focused on managing customer and employee support tickets. It offers advanced features like IT asset management, multi-brand support, and enterprise reporting. 

This makes it ideal for large companies. It helps them track and resolve both external customer issues and internal company problems both efficiently and simultaneously.

When do you need one?

You should consider purchasing enterprise-level helpdesk software if your business is growing rapidly or if you’re dealing with a high volume of support requests. 

According to a report by Future Market Insights, “the global Help Desk Software Market was valued at around US$ 9.9 Billion in 2021. With a projected CAGR of 9.4% for the next ten years, the market is likely to reach a valuation of nearly US$ 26.8 Billion by the end of 2032″. So, that means large enterprises have been and will be the primary drivers of this growth. 

This shows that more big companies are investing in enterprise-level solutions to improve efficiency, security, and customer satisfaction.

Pros

• Advanced reporting and analytics for deep insights into support operations.
• IT asset management tools integrated within the help desk.
• Multi-brand support to manage different brands under one system.
• High-level security features tailored for large organizations.

Cons

• Expensive and may strain budgets.
• Complex features can be difficult to use without proper training.
• Requires specialists for setup, maintenance, and customization.
• May need a dedicated account manager to maximize feature use.

Example

Enterprise-level helpdesk software: Zendesk, Freshdesk, Help Scout, Salesforce Service Cloud, Jira Service Desk, Happy Fox, etc.

4. Self-hosted helpdesk software

A self-hosted help desk software is a tool that a company purchases and installs on its own servers. It gives the company full control over the software and its data. Unlike open-source help desks, which are free and customizable by anyone. Self-hosted help desks require a purchase and are managed internally by the company’s IT team. 

However, a help desk can be both open-source and self-hosted at the same time. In this case, the company can download and customize the open-source software, and then host it on their own servers. That combines the benefits of both models.

When do you need one?

You might need a self-hosted helpdesk software if your company requires full control over data, strict security, and the ability to customize the system extensively. This setup is ideal for businesses with specific compliance needs or those wanting to avoid third-party data handling. 

Open-source, self-hosted solutions are particularly useful if you need flexibility to modify the software deeply. Unlike cloud-based or enterprise solutions, self-hosted options allow complete ownership, control, and tailored customization that other types can’t offer.

Pros

• Full control over data storage and security.
• Ideal for businesses handling sensitive information, like healthcare and finance.
• Customizable to fit specific business needs.
• No reliance on third-party vendors for data management.

Cons

• High upfront costs for software licenses and server hardware.
• Requires an in-house IT team for maintenance and troubleshooting.
• Responsibility for data backups and recovery in case of hardware failures.
• Ongoing costs for updates, security patches, and compliance with regulations like GDPR or HIPAA.

Example

WordPress: Fluent Support, Support Candy, Awesome Support
Other Types: osTicket, HelpDeskZ, OTRS
Multi-channel Support: Zammad, UVdesk, Odoo Helpdesk, Hesk

Features to look for in any help desk software

Here are some most essential features to look for in any help desk software.

• Ease of use: Simple and intuitive interface for both agents and customers.
• Multi-channel support: Handles tickets from email, chat, phone, social media, and more.
• Automation: Includes features like ticket routing, canned responses, and workflow automation.
• Reporting and analytics: Tools to track performance, monitor trends, and generate insights.
• Scalability: Can grow with your business, accommodating more users and tickets.
• Security: Strong data protection and privacy features to keep information safe.
• Customization: Ability to adapt the software to fit your specific needs.
• Integration capabilities: Easily connects with other tools like CRMs, email platforms, and more.
• Customer self-service: Provides knowledge bases or FAQs for customers to find answers on their own.
• Reliable support: Access to customer support when you need help or encounter issues.
• Community support: Active user community for updates, plugins, and troubleshooting.

Wrapping up

Choosing the right helpdesk may not be that much difficult, but it’s important to pick a system that will support your business in the long run. Switching later can be costly, and a hectic process. Therefore, make sure your choice is sustainable, with a strong, active community and excellent customer support. Flexibility is key—ensure the solution can grow with your needs. Careful planning now will help your business succeed for years to come.

The post 4 Types of Help Desk Software: Which One to Pick? appeared first on Fluent Support.

Constantly, Intercom is making every effort to keep pace with modern customer support demands and realities. Obviously, utilizing Intercom could be a highly effective solution for you to provide exceptional customer support.

Yet, there are multiple drawbacks you could face in Intercom. Not actually drawbacks, users have encountered several major issues.

That’s why individuals, including current users, search for Intercom alternatives. Perhaps you are, too, since you have landed on this blog.

No worries. We are here to give you a deep insight in response to your query.

In the first section of this blog, we will discuss the major reasons why you need to look for Intercom alternatives. 

Then, we will explore five Intercom alternatives for your exceptional customer support.

We have divided them into two categories. Three are WordPress helpdesk plugins, and the other two are cloud-based solutions.

Without further ado, let’s get into this.

4 major factors to look for in Intercom alternatives

1. User Interface and flexibility

In 2018 and 2019, users continuously gave critical reviews for Intercom’s UI/UX. Since then, Intercom has been trying to overcome the issue and is emphasizing it more.

Still, it’s a bit infamous for its complex user interface. In particular, new users are often overwhelmed by the complexity.

Moreover, a new user will encounter a lack of flexibility at the outset while setting up and trying to use it effectively. It’s not that intuitive. 

So, a new user needs to undergo a comprehensive learning curve. Plus, when a user opts to customize personalized customer support, he may experience multiple critical limitations.

2. Poor customer service

A harsh truth about Intercom is that its customer support team often fails to deliver exceptional customer service to the users. It’s one of the best-in-class customer support software. Its users are supposed to get a gold standard in customer service. 

Unfortunately, they aren’t and it’s a big gap for their customer support team.
A large number of users consistently voicing dissatisfaction about their customer service teams. Let’s look at a screenshot of that we context collected from G2.

Ironically, many customer service analysts call it as-

3. Frequent bug and technical issues

Bugs, glitches, and technical issues are common challenges in a SaaS product due to its complexities, ongoing updates, and inclusion of new features. But they can’t be frequent.

Sadly, Intercom have these drawbacks, and these occur on a frequent basis. A fair number of customers are sharing their frustrations regarding these on different review platforms.

The present world isn’t about bug generation; it’s about the effort to fix bugs, glitches, or any technical issues as early as possible.

The worst scenario is that Intercom’s technical support and engineering teams aren’t dedicated and take a long time to fix them. In some cases, customers are overlooked regarding these.

4. High pricing plan with complexity

Users need to come up with a high budget to access this powerful tool and utilize the functionalities. Its pricing plan is too high that hurts the current users also the newcomers who are looking for give it a try to this.

So, a startup or a rising business often needs to break the bank to utilize Intercom for customer support.

Moreover, the pricing structure is way too complex, masked, and designed to trick you. Let’s look at a reference to our commentary.

WordPress Helpdesks plugin as Intercom alternatives

Fluent Support

Let’s lead off the list with an powerful yet affordable WordPress helpdesk plugin, Fluent Support. In 2024, it has become a central focus for customer support head and support agents who are in the WordPress environment.

It’s getting popularity day by day as the best WordPress ticketing system. Just consider the number, Fluent Support is now assisting over 8,000+ businesses with its effective customer support solutions.

The team at Fluent Support engineered the product to make your customer support activity fast, fun, and fluent. It’s jam-packed with all the essential features that your customer support team needs.

To keep you more organized with your support tickets, it has a user-friendly dashboard that is far easier to navigate than you might think. 

Plus, you don’t need a learning curve to use the product, as it is simple and intuitive. The set-up process is also easier, taking less than five minutes.

From beginners to expert support reps, it can be a prominent tool for customer support solutions.
What’s even better is that the technical support team behind Fluent Support is always within your reach to respond to any kind of issue that arises regarding the product.

Pricing

Fluent Support is often acknowledged for its transparent and budget-friendly pricing. Plus, you can enjoy a 14-day unconditional moneyback guarantee.

A free version is also available in the WordPress repository that includes multiple necessary features.

Now let’s look at the pro version pricing plan.

Single Site License: $103/year for 1 domain.

Agency License: $199/year for 5 domains.

50 Sites License: $319/year for 50 domains.

SupportCandy

SupportCandy, another strong contender to be in the list of Intercom alternatives. This Intercom alternatives for customer support is serving its users since 2014.

SupportCandy is the oldest customer support ticketing system available in the WordPress repository. It currently has over 10,000 active installations, and the team is consistently striving to improve it.

It’s simple, secure, and loaded with all the essential features. Its user-friendly interface and powerful functionality let you effortlessly engage with your customers and resolve customer issues.

Everything you get from it for your customer support without making your wallet sad. It’s super affordable.

Plus, just like Fluent Support, the SupportCandy technical support team is dedicated to its customers when any queries or issues arise.

Pricing

SupportCandy offers a free plan for its customers with multiple essential features. To access all their feature, you need to choose a premium pricing plan. SupportCandy also allows 14 days money-back guarantee for risk-free customer experience.

Personal: $79/ year for 1 site.

Professional: $149/ year for 5 sites.

Agency: $299/ year for 20 sites.

You can also explore SupportCandy’s lifetime plan if you ever need it.

Awesome Support

Finally, here is the third one in the rundown: Awesome Support, a WordPress helpdesk plugin. When looking for Intercom alternatives for customer support, it will be wise to add Awesome Support as a potential option.

This WordPress ticketing system has been delivering excellence since 2016. Over the years, it has built a solid reputation for trust. Currently, 10,000+ businesses use Awesome Support for their customer support operations.

It’s like a toolbox with everything you need for customer support. This ticketing system, with its versatile functionality, simplicity, and reliability, could make your customer support process a breeze.

While the functionality is mostly reliable, some users find the dashboard interface a bit dated.

Awesome Support’s setup process is also as easy as Fluent Support’s. You can set it up within five minutes.

​​It’s evident that this plugin could multiply your support efficiency if you have a first-class customer support team. But the dashboard of Awesome Support sucks.

The dashboard design is a bit outdated. As a result, some of your support agents might find the dashboard interface really frustrating.

Other than that, it’s an excellent plugin for conducting your customer support and a considerable alternative to Intercom.

Pricing

Awesome Support offers a free version with limited features. Its premium pricing plan is a bit more pricey and complex than Fluent Support and SupportCandy.

Let’s overview the pricing plan.

Standard: $149/year for 1 site, $199/year for 2 – 5 sites, $249/year for unlimited sites.

PRO: $229/year for 1 site, $299/year for 2 – 5 sites, $399/year for unlimited sites.

ENTERPRISE: $289/year for 1 site, $399/year for 2 – 5 sites, $549/year for unlimited sites, $549/year for unlimited sites without technical support rights.

AGENCY: $409/year for 1 site, $799/year for 2 – 5 sites, $999/year for unlimited sites, $799/year for unlimited sites without technical support rights.

You can also purchase its individual add-ons according to your need.

Cloud-based solutions as Intercom alternatives

Zendesk

Zendesk is a renowned brand in customer support. It was founded in 2007 in Copenhagen, Denmark, and later established its headquarters in San Francisco, California.

Zendesk has achieved huge success in the customer support sector and is currently the most adopted tool. With over 6,000 employees, it’s now trusted by more than 160 million paid customers in 160 countries.

Assuming the hype of Zendesk in the customer support field? You are!

And it’s a far better alternative to Intercom in the SaaS category.

Like Intercom, it has got AI-powered customer support system. Its AI-first customer service will make your customer interactions faster and more personalized.

Moreover, its wide range of features, customizable options, and flawless integration capabilities make Zendesk a compelling tool for customer support management.

As a versatile customer support platform, Zendesk provides a suite of tools for both B2B and B2C customer service. So, whether you are involved in any of these parties, Zendesk could be handy for you to cater to your needs.

Just like Fluent Support, Zendesk’s setup process is easy, and the user experience is effortless.

Pricing

Zendesk offers individual pricing plans for service and sales. Since this blog focuses on customer support, we will look at Zendesk’s service pricing plan.

Let’s look at Zendesk’s suite plans.

Suite Team: $55 per agent/month billed annually

Suite Growth: $89 per agent/month billed annually

Suite Professional: $115 per agent/month billed annually (It’s Zendesk’s most popular plan)

Suite Enterprise: For this pricing plan, you need to talk to the team. Zendesk mentioned that the team will provide you with a comprehensive solution to meet all your needs.

Also, you can enjoy a 14-day free trial to test the service and assess Zendesk for your customer support.

Freshdesk

Freshdesk is a cloud-based customer support solution and a fitting option to be an Intercom alternative. It almost covers all the essential features that a customer support team needs.

This software is a prominent choice for many businesses that are seeking efficient communication with customers for support management. Till now, Freshdesk has reached the milestone of 60,000+ customers.

This advanced ticketing system will help you to streamline your support operations with efficient ticket management and personalized customer assistance.

Freshdesk is often louded for its AI powered automation and workflows. It works amazingly well. So, you can make your customer support operation faster and can save your time for other relevant activities.

Moreover, it’s a super platform for effective team collaboration. If your customer quiries are more complex and you need effective teamwork, then you will be benefited by Intercom, for sure.

When you start exploring Freshdesk, you may find it a compelling alternative to Intercom. In some cases, it can also be considered a direct competitor to Intecom.

Pricing

Fresh includes both free and subscription-based versions. Currently, the are offering three packages for customer service. Let’s look into them.

Growth: $18/agent/month (Intuitive, industry-leading support for growing businesses).

Pro: $59/agent/month (Advanced automation for high performance).

Enterprise: $95/agent/month (Fully featured with bots for enterprise-level support).

Also, you can get Freshdesk’s add-ons to enhance your support experience.

Wrapping up

So, we have introduced our top five picks for Intercom alternatives. Now, it’s your time to choose the best one that most closely aligns with your criteria.

No matter what platform you choose, your support needs to be smooth. So, along with a good support platform, make your customer support team super responsive and brilliant problem solvers.

Lastly, we appreciate you taking the time to read this blog.

The post 5 Intercom Alternatives for Exceptional Customer Support appeared first on Fluent Support.

In this present digital landscape, multiple email service providers are available and advancing rapidly which can give tough competition as an alternative to Gmail. Moreover, these Gmail alternatives have some particular qualities that surpass Gmail’s features in some specific segments.

So, in this blog, we will first look into the reasons why you need to consider Gmail alternatives. Then we will discuss our top picks for Gmail alternatives.

Let’s start reading.

Why do you need to choose a Gmail alternative?

Without a doubt, Gmail has a bundle of top-notch features. You will hardly encounter critical flaws in Gmail. Still, Gmail has a few drawbacks that may not be according to your convenience. Maybe for that reason, you need to migrate from this platform and find your best alternatives to Gmail.

In this section, we will look at some reasons to look for a Gmail alternative. If our below-mentioned points don’t bother you, you may stick to this platform.

Adds and promotions

If you are into the free version, Gmail could clutter your inbox with ads and promotional emails. It will create chaos in your inbox and cause difficulties in finding your important emails. To escape from ads and promotions, you need to go for the premium plans.

If you want your inbox flooded with ads and don’t go for premium subscriptions, you can look for some other email service providers who are providing ad-free email service.

Comparatively less optimized for collaboration

Gmail isn’t a highly optimized platform for collaboration. Typically, it’s widely used for essential email communication but not for comprehensive collaboration. Though Gmail has Google Chat within it, but not that impressive for collaboration compared to some other robust platforms.

If you need to maintain simple collaboration, it’s an excellent choice to be with Gmail. On the other hand, when you need extensive collaboration, real-time document editing, robust chat functionality, more efficient project management, and stellar chat functionality, then move out from Gmail and pick an email service that is entirely focused on team collaboration.

Privacy and security concerns

Honestly saying, Gmail offers decent security for email management. But when you need top-tier security and privacy with your email and data, you need to look for some other platforms that ensure intense security and data protection.

For example, look at Proton Mail. It’s known as the world’s largest secure email service. Its top priority is to keep your data safe rather than other features. We will describe Proton Mail later.

What we are discussing is that if you need to safeguard your communication and personal data to a higher degree, you need to move from Gmail and find an alternative. On the other hand, you may carry on your email management with Gmail. Gmail can provide you with noteworthy privacy and security.

More free Cloud storage

When you are using Gmail, that means you have a Google account. As we know Each account provides free 15 GB of storage shared across Gmail, Google Drive, and Google Photos. To upgrade your storage quota you need to pay for it.

In case, you have more data to store, you want to enjoy the full benefits of email with expanded data and wish to keep expenses at zero on it, you can explore email service providers that match these criteria.

Just look at Yahoo Mail. With a bunch of features, this email service includes 1TB of free cloud storage for the users.

Introducing 3 best Gmail alternatives

So, you have arrived at the most crucial section of the blog. Here, we will introduce to you the best 3 Gmail alternatives of all time considering their feature, usability, brand identity and most importantly suitability to Gmail alternatives.

Scroll down and read.

1. Microsoft Outlook

Let’s start the listing of Gmail alternatives with Microsoft Outlook, a standalone software in the Microsoft Suite.

Nowadays, both individuals and businesses prefer Microsoft Outlook mainly for its robust email and personal information management system. According to Windows Report, it’s the third most popular email service provider and has over 400 million users worldwide.

The application began its journey as Hotmail. In 1996, Sabeer Bhatia and Jack Smith established Hotmail as the first web-based free email service. After a year, Microsoft acquired it and later rebranded it as MSN Hotmail and then as Outlook.com.

What makes Microsoft Outlook the best alternative to Gmail

• Outlook isn’t limited to just sending, receiving, and organizing emails. The application can also be used as a calendar, task, contact management, and to-do list. Yes, it’s more than an email service helping users to stay organized and efficient.

• Its calendar is versatile and allows you to manage your time, meetings, appointments, events, etc. It also allows you to manage multiple calendars, such as a work calendar or a personal calendar.

• You can enhance your productivity by streamlining your workflow with this application, as it has a deep integration with other Microsoft Office applications.

• With its advanced search box, you can easily find your stuff in your crowded inbox or folder, even in the most cluttered situation.

• Sometimes, you need privacy and security for your emails. Here, Outlook serves you to protect your emails with its email encryption feature. (not for free users)

• You can send file attachments of a maximum of 20 MB per email.

• In addition to this, you can attach files directly from OneDrive and share links to cloud-stored files. See, this reduces the “attachment of maximum file size” issue and facilitates easy collaboration.

• The free version offers 15 GB of storage, which is separate from your Microsoft cloud storage, and 5 GB of OneDrive storage. Again, if you are in a premium subscription you can extend your mail storage to 50 GB and OneDrive storage to 1 TB.

• Most importantly, the interface of Outlook is well-organized and intuitive. So, you can navigate seamlessly whether you’re managing emails, scheduling appointments, or creating tasks.

Pricing

Outlook doesn’t provide a standalone free version. It is bundled with other Microsoft Office applications. To unlock premium features and plans, you will need a Microsoft 365 subscription.

The pricing plan starts at $69.99/year for one person and $99.99/year for six person. You can also get these plans for a single month.

2. Zoho Mail

Zoho Mail is another viable choice to be one of Gmail’s alternatives. It’s a popular choice for many businesses and individuals who are looking for a top-tier security, reliability, and collaborative email solution.

A report of 2024 by 6 Sense shows over 1,33,396 companies started using Zoho Mail as an email management tool. On Zoho Mail’s 15th anniversary, they revealed that they now have over 16 million active users and almost 2 Billion email processes through Zoho Mail every month.

In 2005, Zoho Corporation started working on a suite of online applications. Eventually, the effort led to Zoho Mail’s inception. Then, in 2008, the company officially launched Zoho Mail as part of the Zoho Office Suite.

What makes Zoho Mail the best Gmail alternative

• Zoho Mail is determined to deliver an add-free email service. So, you won’t be bothered by advertisements and can experience a fully focused environment.

• In Zoho Mail, you can manage your inbox more efficiently. Its email filter option keeps you organized with your incoming and outgoing emails. Its advanced search capability assists you in finding emails, even the smallest information you remember about them.

• Along with efficient email management, Zoho Mail includes a calendar, task module, notes, contacts, and bookmarks. All these tools could help you out and your team to be more efficient and productive. Guess what, all these interfaces are in the same interface right within your inbox.

• If you are concerned about error-free emails, you can tap into Zoho Mail. It provides a sharing option to collaborate with your colleagues for reviewing emails and editing them if needed. That way, you can send polished emails and improve your email communication.

• Its end-to-end encryption, two-factor authentication, and advanced filtering option safeguard your sensitive information. So, you will be shielded, and unauthorized access and cyber threats can’t apply their activity.

• This application has tight integration with other Zoho applications such as Zoho CRM, Zoho Projects, Zoho Creator, and Zoho Docs. This empowers you for seamless collaboration and better workflow management.

• You can improve your email communication with its AI assistance feature. Zoho Mail’s Zia, powered by OpenAI will help you out with producing high-quality content and intelligent replies.

• Most importantly, Zoho Mail allows you to create professional domain-based email addresses. Example: conctact@fluentsupport.com. Here the company name is Fluent Support. This feature is mainly beneficial for business communication as it establishes a trustworthy presence.

Pricing

Zoho Mail offers a “forever free” plan. This plan allows up to five users and 5 GB of storage for every user. If you are running a small business, that plan could work well for you. In case you need more storage or features from Zoho Mail, you can check out their premium version.

Currently, Zoho Mail has three pricing plans.

1. Mail Lite: $1/user/ month billed annually

2. Mail Premium: $4/user month billed annually.

3. Workplace: starts from $3/user month billed annually. This pricing plan is the most popular for their users. Moreover, there’s a broader version of this plan you may explore.

3. Proton Mail

Here is the third contender of Gmail alternative in the lineup, Proton Mail (previously written as ProtonMail).

Proton Mail is mainly designed for privacy and security protection. The other email features come as the second priority for Proton Mail. 

Proton Mail was launched in 2014 by Andy Yen, the founder and CEO of Proton. Over 70 million users and 10,000 businesses worldwide trust this Gmail alternative with their data.

This email service provider is now the world’s largest encrypted email service and ensures you Swiss bank-level security protections. So, if you are looking for the highest level of security, Proton Mail is the best option for you.

What makes Proton Mail the best Gmail alternative

• With a single Proton Account, you can seamlessly access and manage your email, storage, and calendar in one place. Consider it as a convenient way to stay organized.

• Once you join Proton Mail, you will get a free ProtonVPN account. The VPN allows you to have private and secure internet access. That means you won’t be browsing the web directly and via the IP address from one of their servers.

• Proton Mail has zero access architecture. Even the Proton Mail authority can’t access your emails and also doesn’t keep the technical ability for access. That means only you and your intended receipt can decrypt.

• Proton Mail’s password-protected email is top-notch as it adds a layer of security. Here, the receipt requires a password to open it, even for people who don’t use Proton Mail.

• To strengthen your account security, Proton Mail comes up with two-factor authentication with hardware security keys that support YubiKey and other U2F/FIDO2-compliant keys. As it is physical, cyber attackers can’t get a hold of them.

• Proton Sentinel feature is their cutting-edge security system. It combines AI and human analysis to monitor accounts 24/7. It provides strict challenges for suspicious logins and offers comprehensive insights into account changes.

• Proton Mail allows you to send self-destructing messages. Here, you can set the expiry date and when the expiration comes in, the message will be automatically deleted from the inboxes of both sender and receipt.

• Proton Mail is based in Switzerland. That means your data is protected by leading privacy legislation worldwide.

Pricing

Proton Mail offers a free plan with very limited features like 1 GB mail storage, 150 messages per day, limited customer support, etc. You can explore Proton Mail premium pricing with a feature-reach opportunity. Proton Mail offers different pricing plans both for individuals and businesses.

For individuals, Proton Mail is offering:

Mail Lite: €3.99 /month (for a 12-month plan)

Proton Unlimited: €9.99 /month (for 12-month plan). This plan is their top recommendation for individuals.

Proton Family: €23.99 /month (for a 12-month plan)

For businesses, Proton Mail is offering:

Mail Essentials: $6.99 /user/month (for a 12-month plan)

Mail Professional: €9.99 /user/month (for a 12-month plan)

Proton Business Suite: €12.99 /user/month (for a 12-month plan)

Or, in case you are running an enterprise or large company, you can try out their custom plan.

Wrapping up

In this era of digital connectivity, effective email communication is the lifeblood of every individual and business. In this situation, communicating through email positions you ahead. So, leave no stone unturned to be efficient with your email communication.

Suppose, you rely heavily on Gmail for your email communication. If Gmail fails to provide your specific requirements and needs, you need to immediately step out from it and explore for appropriate one.

To streamline your decision-making, we have presented you three best Gmail alternatives. Now, it’s your time to pick according to your needs and be efficient in this connected world.

Lastly, we appreciate you taking the time to read this blog.

The post Gmail Alternatives: 3 Best Alternatives to Gmail in 2025 appeared first on Fluent Support.

In a word, the two terms are interconnected, yet they don’t mean the same thing. Surprisingly, many organizations use customer service and customer experience interchangeably. That’s not the right approach!

If you also follow the same approach, this blog is for you. It will help you grasp a clear understanding of how to distinguish the terms. Consequently, you can identify the areas of improvement and be one step forward in delivering good customer service and a memorable customer experience.

So without further ado, let’s get started.

Customer service vs customer experience

Customer service is the support a business aims to provide its customers when they interact with or reach out to your business with an issue or query. Customer experience encompasses all the interactions between your business and your customers throughout the buyer’s journey, from discovering your brand to after the post-purchase.

Customer service vs customer experience: 5 key differences explained

Proactive vs reactive

Proactive and reactive are vital highlights when distinguishing between customer service and customer experience.

Generally speaking, customer service is reactive. It starts when a customer requests assistance, and your customer service agent responds.

Most of the time, customers initiate the interactions. Here, you need to wait for things to happen, depending on whether the customer is reaching out to you.

Simply put, it’s all about reacting to customer’s issues, answering questions, and assisting them.

Note: In this highly competitive and fast-growing market environment, aiming for a proactive customer service approach is advisable. This will boost your service team’s efficiency and smooth your customer service process.

On the flip side, customer experience is predominantly proactive. In CX, you must look at the whole picture and plan for all sorts of opportunities. It’s more suitable to be strategic.

Firstly, you need to anticipate your customers’ preferences or conveniences regarding their experience with your brand. Then, you need to take initiatives or create pathways to ensure a better experience throughout the buyer’s journey.

In essence, CX is all about mapping customers’ subsequent experiences and taking a strategic approach. Again, in some cases, you need to take a proactive approach. Based on the situation and opportunities, some strategic changes could be made.

Level of control

Customer service is all about assisting your customers. With a best-in-class customer service squad and powering other factors related to CS, you can hold complete control over your company’s customer service.

The way you can hold control over your company’s customer service, you can’t make that possible in terms of the customer experience. In CX, the level of control is relatively limited. It’s a big picture in your business. Multiple factors are related to CX that impact the way your customers perceive your brand.

The present market is too dynamic and competitive. Your competitors could snatch your customers anytime with their exceptional customer experience.

So yes, retaining your customers and having significant control over CX is more challenging. On top of that, it’s impractical to opt for overall control over the customer experience. What you can do is go the extra mile to positively influence customer perception and improve the customer experience.

Metrics

To track your company’s overall customer service, some metrics like 

etc. could help you out. These KPIs are titled “Key Customer Service Metrics”. Plus, you can use these metrics to evaluate or assess your company’s customer experience.

Likewise, various key customer experience metrics are available to better evaluate the overall CX.

Undoubtedly, these metrics will facilitate gaining more insights into how people experience a brand.

A while ago, we mentioned that CX is a big picture in your business. So it’s pretty challenging to track the several nuanced aspects of your overall CX with its key metrics. What you may get is a good approximation of the holistic situation of your CX and the prospects of identifying the area for improvement.

Conversely, customer service is a specific facet of your business. With the assistance of the key customer service metrics, you are more likely to get accurate insights.

Tools

Picking the right tools is mandatory to streamline customer service and experience. Here, the tools differ for both terms.

For customer service, you need to select your tools in a categorized way. Let’s look at an overview.

It’s wise not to pick according to your preferences. Instead, pick tools according to your customer’s preferences and where they are comfortable connecting with your business.

Now, for streamlining your CX, various tools are available. Such as– 

etc. These tools could be advantageous for you to get valuable insights into your company’s overall CX and set up proactive steps.

While picking and finalizing CX tools, you need to consider your team’s needs, your customers’ needs, and most importantly, your business’s genres.

Teams in charge

Customer service team leads and customer support agents are primarily responsible for processing overall customer service. The team in charge interacts with customers on behalf of the company.

The team’s responsibility starts with addressing customers’ issues and ends with providing prompt and efficient responses. Interaction with a customer could be single or multiple times until the query is answered fully or the issue is resolved.

The quality of customer service can vary, depending on the performance of a company’s service or support agents. Nowadays, to ensure stellar customer service, companies are dedicated to constant improvement through training programs and equipping them with modern technology.

The team in charge rarely needs to collaborate with other departments. Ultimately, they retain significant control over the entire customer service process.

Now let’s look at the teams in charge of shaping the customer experience.

More or less

in a word, every team or department of a company is responsible for the holistic improvement of the CX. Effective team collaboration could smooth the process of chasing an exceptional customer experience at every touchpoint.

Customer service vs customer experience: which one is important?

Finally, you know that customer service and customer experience aren’t the same. You may wonder which is more important for your business and where to focus more.

The answer is pretty simple. Both customer service and customer experience play a crucial role in your customer-oriented business strategy, perhaps not equally, but certainly with significant impact.

Well, customer service and customer experience share the same goal: ensuring customer satisfaction and keeping customers returning to your brand. Moreover, both directly impact building loyal customers for your business.

Remember, these two terms are intertwined, and customer service is part of the overall customer experience process. It’s one of the checklists.

Let’s look at some statistics regarding the discussion to make you realize that both are crucial for your business.

Wrapping up

Finally, we are confident enough that you’ve acquired a solid understanding of this blog and are aware of the differences. So, it’s your time to share the insights with your business to better shape the customer service and customer experience, both individually and synthesizingly.

We appreciate your time reading this blog. Good luck!

The post Customer Service vs Customer Experience: 5 Key Differences appeared first on Fluent Support.

It’s true because Zendesk is a “household” name. That being said, since you’re looking for alternatives to Zendesk it’s probably because some of their offers don’t fit your business requirements. 

Let’s get you set up for choosing the right support tool for your business. We’re going to look at some alternatives both SaaS and self-hosted, why people (like yourself) might not want to use Zendesk in the first place.

Why do companies love (or hate) Zendesk? 

Zendesk is a popular customer service platform, no doubt about that. They’re known for their user-friendly interface and versatile admin panel, attracting notable clients like Uber, Siemens, and Khan Academy. Their platform offers a suite of tools for both B2B service and B2C service, including live chat, a ticketing system for efficient client issue management, and automation with AI-driven canned answers to enhance agent productivity. 

With a plethora of integrations (over 1000) and a knowledge base, Zendesk aims to centralize business tools and data, providing up to 20 pipelines for streamlined management. They even include a dashboard for comprehensive team performance analysis, which is arguably an industry standard.

Despite its strengths some users still seek alternatives because there are some unique challenges associated with Zendesk. Integration implementation is somewhat difficult for starters and the initial setup might be complex for some.

Some users have also complained of slow service, which is ironic if you think about it. Additionally, the growth tax minded pricing can be a huge red flag for some businesses.

Zendesk alternatives: WordPress Help Desks

Yes, we’re looking at alternatives for a SaaS product, but hear me out! Self-hosted help desks are better than you might think. Before making the decision try out some of these free tools and you’ll know exactly what I’m talking about.

Fluent Support

Fluent Support, is the newest and yet the most powerful solution for customer support, racking up 6000 users in just over a year! With both web-based and email inboxes, unlimited customers, and support agents – it’s like having a ticketing solution that’s just OP!

Fluent Support plays pretty nicely with FluentCRM, integrating seamlessly for that real-time CRM+Ticketing magic. Manage your staff permissions effortlessly, and dip your toes into advanced reports world of evaluating support efforts with. 

Managing tickets becomes a breeze, making life simpler for support agents without a learning curve. If you love the WordPress dashboard, Fluent Support is your perfect team tool!

The Pro version allows Fluent Support to become the powerhouse of the help desk space. Automatic workflows, webhooks for subdomains, and collaborative ticket tracking with CC and BCC in your email chain can completely revolutionize your support workflow. 

Auto-draft feature saves your ticket content from urgent meeting chaos, and the ability to add maximum-sized files from the cloud – Google Drive and Dropbox makes Fluent Support a true enterprise solution.

Take private notes for seamless communication visible to agents only. No limitations on tickets, agents, or product number so your business can grow without limits.

Fluent Support doesn’t just stop at simplicity; it brings affordability too! Plans start from a pocket-friendly $129 per site per year. 

Awesome Support

Awesome Support is a WordPress ticketing system that’s been weaving its magic since 2016. Boasting a thriving community of global contributors, this self-hosted option has garnered the trust of over 10,000 users.

At first glance, the best part of Awesome Support is it allows unlimited users to create a limitless stream of tickets. Multiplying your efficiency is as simple as hiring agents to handle your ticket influx. Navigating through the ticket inbox is effortless with their robust ticket filtering system. You can also tailor your support system by setting up routing for specific tickets, ensuring every query is handled promptly.

Managing multiple sites and products from a single system can seem like chaos, but Awesome Support handles it quite efficiently. Awesome Support also lets you align your support desk seamlessly with your brand style. Adding that touch of personalization on par with your unique identity is pretty simple.

Another key aspect of Awesome Support is it helps foster teamwork with the capability for two or more agents to seamlessly collaborate on a single ticket. Not to mention the power of data-driven decisions with custom and advanced reports. While the functionality is mostly reliable, some users find the dashboard interface a bit dated. The user flow, while comprehensive, might still pose a steep learning curve.

Plans starting from a mere $148 annually. The free version, available in the WordPress repository, offers essential features to get you started. Compared with Zendesk the differences are pretty obvious. But if you’re sold on self-hosted Awesome Support is a good enough option to get started.

JS Help Desk

JS Help Desk is a WordPress support plugin born in 2017 and rapidly gained ground with 5,000 active installations. One of the first cool things about JS Help Desk is it empowers your support team with unlimited tickets and agents. Users and agents receive prompt email notifications for ticket creation, updates, or closures which honestly makes things simpler than most other tools. Team collaboration is made effortless with features like CC list.

The unique feature they have is guests can effortlessly create tickets without cumbersome account creation. You can track ticket progress for individual queries with customizable status options, providing you with a transparent support workflow. JS Help Desk doesn’t just manage tickets; it creates detailed reports, offering a panoramic view of your support service. 

JS Help Desk offers a plethora of features out of the box, but to unlock its full potential, you might need to invest in premium add-ons. These enhancements while not completely on par with Zendesk provide enough advanced functionalities to manage customer support efficiently

Plans start from a modest $69 per site per year. 

SupportCandy

SupportCandy, is another long-time player in the WordPress support game boasting over 10,000 active installations. This plugin is designed for teams who crave simplicity without compromising on functionality.

With SupportCandy, as with the previous WordPress plugins, you get the freedom of handling unlimited tickets. SupportCandy’s unique offer is their rich text editor that allows you to customize your ticket responses, making communication more organized and visually appealing.

SupportCandy lets your agents take private notes visible only to them, ensuring smooth behind-the-scenes collaboration.

You can navigate the tickets effortlessly with advanced filtering options. Along with that you can keep agents in the loop with automated email notifications for modifications or closures.

The interface is crafted for ease of use, making it an ideal choice for both seasoned support agents and those just stepping into the support game.

While SupportCandy excels in core functionality, some premium add-ons can enhance your support journey even more. Which isn’t really a drawback if you were already willing to go for Zendesk. Email piping, WooCommerce integration, canned replies, the whole works are available to make the customer support process easy for you. 

SupportCandy brings affordability to the support scene. Plans start from a wallet-friendly $79 per year, offering a cost-effective solution for businesses seeking reliable support without breaking the bank

Zendesk alternatives: SaaS

Since Zendesk is a SaaS product we have to consider similar support desks that can work just as well with some very necessary upgrades.

Intercom

Intercom is best known for its messaging platform, offering live chat, email, and in-app messaging for personalized customer interactions. They also include automated chatbots that can handle routine queries, providing instant responses and freeing up support agents for more complex issues.

Moreover, Intercom allows businesses to send targeted messages based on user behavior and preferences, enhancing personalization. Comprehensive user data goes along perfectly to enable personalized interactions, helping businesses understand and meet individual customer needs. Intercom makes a big point out of proactive customer engagement, allowing businesses to reach out to customers with relevant information and offers. Compared to Zendesk their offer is focused on a different suite of tools but their core still revolves around making the customer support experience effective.

ThriveDesk

ThriveDesk is a cloud-based customer service platform designed to streamline customer support for startups and small businesses. It provides a unified inbox for managing all customer interactions across email and live chat from one centralized platform. ThriveDesk leverages conversational AI with intelligent chatbots to answer common questions, qualify leads, and deflect routine tickets – freeing human agents to focus on more complex issues. Powerful automation capabilities allow businesses to streamline repetitive tasks like ticket routing, notifications, and canned responses for increased efficiency.

Beyond ticketing, ThriveDesk offers a highly customizable live chat for real-time website assistance, extensive eCommerce integrations (WordPress, WooCommerce etc), it offers knowledge base integration for self-service support, and also a self-service portal for WordPress users (WP Portal), collaboration tools for seamless internal communication, detailed reporting/analytics on support metrics, and mobile apps for on-the-go access. Built with robust security features, ThriveDesk ensures GDPR compliance and prioritizes data privacy for customers. Its user-friendly interface and rich feature set empower startups to deliver exceptional omnichannel support experiences. 

Pricing is also pretty reasonable. The base package starts at $25/month and includes 4 agents.

FreshDesk

Freshdesk is an obvious and powerful Zendesk alternative, offering hassle-free support management across multiple touchpoints. From startups to legacy enterprises, Freshdesk provides extensive team collaboration features, integrations, and customization options for delivering stellar customer experiences. 

They provide a comprehensive ticketing system that retains customer queries from various channels like email, chat, phone, and social media. Additionally, they incorporate automation features and AI capabilities to streamline repetitive tasks, improve response times, and enhance overall efficiency.

Freshdesk also includes a knowledge base that allows businesses to create a repository of articles and FAQs to empower customers to find answers independently. Their reporting for tracking performance metrics and gaining insights into customer interactions.

Help Scout

Designed with simplicity and personalization in mind, Help Scout is a compelling alternative to Zendesk for customer-centric support teams. Its clean interface, live chat, shared inboxes, and knowledge base contribute to efficient customer inquiry management.

Help Scout focuses allowing teams to collaborate effectively on customer support emails. Their automated workflows help streamline processes and ensure efficient handling of customer communications.

A major feature they showcase is collision detection to prevent multiple team members from responding to the same customer query, avoiding confusion and waste of time.

Help Scout also gives you a robust knowledge base and empowers customers to find solutions independently, reducing the volume of repetitive inquiries coming into your inbox. Last but not the least, they provide analytics tools for tracking performance metrics and gaining insights into customer interactions.

Front

Front is the newest among the Zendesk alternatives we want to cover. In broad terms, Front serves as a collaborative inbox that consolidates emails, chat, and social media messages in one platform for efficient team communication. Their automation features help you manage routine tasks, allowing your agents to focus on more complex issues.

One of their coolest features is internal comments that facilitate team collaboration, enabling members to discuss and resolve customer issues within the platform. Front also integrates with other tools, ensuring a seamless flow of information between different applications Advanced reports provide performance insights, helping teams monitor and improve their customer communication strategies. Customizable workflows also allow you to tailor Front to your specific needs and processes.

Wrapping up

Picking the right help desk management system is a big deal for businesses aiming to give awesome customer support. While Zendesk is a go-to, these other options bring cool stuff to the table and suit different business needs. Whether it’s making tickets easy, boosting teamwork, or offering support on all channels, these alternatives are solid choices for all kinds of businesses. 

Look at what you really need, see which features match your goals, and start rocking efficient and customer-friendly support. Until next time, happy serving!

The post 8 Zendesk Alternatives to Scale Customer Support in 2025 appeared first on Fluent Support.

In today’s competitive business landscape, customer loyalty is a coveted asset that can significantly impact the success of any company.

And therefore, to foster a strong customer relationship, a robust support team is essential.

But what attributes make a team powerful?

The answer is clear communication, extensive knowledge, and adequate training. However, the efficiency and effectiveness of a group can be significantly enhanced with the right software system, making them even more powerful.

So, if you’re in the WordPress world and want to enhance customer loyalty, you’re in the right place.

11 best WordPress helpdesk plugins

In this blog, we’ll be showcasing a selection of highly effective WordPress helpdesk plugins to help you achieve your goals and build strong customer relationships.

So, for your ease, we went through all the available WordPress plugins for a support team. After testing and tinkering, we found the best 11 plugins for your WordPress website.

Let’s dive in!

1. Fluent Support – WordPress Helpdesk Plugins

Fluent Support quickly gained over 10,000 active installations within just a few years. Although it is relatively new, numerous small to large-scale businesses adore this WordPress helpdesk plugin.

With its simple, intuitive interface and extensive feature set, it’s no wonder businesses love this plugin. What sets Fluent Support apart is its exceptional features and integration with a wide range of tools and plugins. The cherry on top is its seamless OpenAI integration.

It provides the best after-sales customer support. The dedicated team behind this helpdesk plugin not only responds promptly but also provides efficient assistance, making it even more lovable.

Key feature list:

1. Integrated OpenAI helps agents respond to tickets faster by analyzing AI-generated ticket summaries and customer sentiment. It then generates a response with AI, allowing line-by-line fine-tuning.
2. Automatic workflows. Such as automatic tagging to a certain customer who comes from a certain page or domain.
3. Speaking of the domain, it has the webhook feature for subdomains.
4. You can keep track of the ticket as a team by adding members in CC or BCC in your email chain.
5. The auto-draft feature allows you to start right where you left off. So, no more loss of ticket content because of an urgent meeting.
6. You can add maximum-sized files directly from a cloud storage like Google Drive or Dropbox.
7. You can take private notes about your customers for consistent communication. It’s visible to agents only.
8. And the best thing is that there is no limitation regarding ticket or agent or product numbers.

Improvement area:

1. Customer feedback or survey box is not there yet after getting help from an agent.
2. This has a very simplified interface which is easy to use. But if you like trendy UI then this lacks that. And no dark mood yet.

Endnote: The developer team at Fluent Support is highly efficient and continuously working to add new features. They prioritize customers’ demands and make the system more productive for your support team.

2. Awesome Support

Awesome Support has been active on WordPress since 2016. Over the years, this WordPress ticketing system has gained a lot of trust. Now it has 10,000+ active installations as of now.

This is an open-source system created by the community. It means contributors from around the world are helping to develop the plugin.

Key feature list:

1. With this support system plugin, unlimited users can create unlimited tickets. And you can create unlimited agents to deal with the tickets.
2. It has a powerful ticket filtering feature to find out a particular ticket. Routing can be set up for specific tickets as well.
3. A single system can be used for multiple sites and manage all of your products in one place.
4. You can customize it to match your brand style.
5. Two or more agents can collaborate on a single ticket if needed.
6. Finally, a custom report can be generated and shared with others.

Improvement Area:

1. The dashboard interface design might feel a bit dated. User flow might be a bit difficult for some users.
2. The customer support team behind this plugin is not as prompt as it should be.

Endnote: Lots of developers are contributing to this plugin as it is an open-source project. Overall, it is a good WordPress helpdesk plugin for your support team.

3. Heroic Inbox

Heroic Inbox is offered by HeroThemes. It is known for its innovative customer-centric WordPress products, such as the KnowHow theme and the Heroic Knowledge Base plugin, and serves over 29,000 customers.

Heroic Inbox is no different. It’s a robust helpdesk plugin that lets you manage customer support from your WordPress dashboard. Giving you total control over customer care.

Key Feature List:

• Manage multiple email accounts (e.g., support@, sales@) from a single unified inbox with added WordPress features.
• Assign emails to team members or add notes to the conversations.
• Automate routine tasks such as tagging, assigning, and responding to emails. Use pre-written responses, and user signatures to speed up the process.
• Customer profiles and easy-to-track conversation history.
• Integrate seamlessly with WooCommerce and other popular WordPress plugins.

Improvement Areas:

While Heroic Inbox offers some really good email management features, the addition of built-in AI wouldn’t hurt.

Free Version: Not available.
Premium Version: Pricing starts at $199/year, including all features and premium support.

Endnote: Heroic Inbox is a robust solution for building your own help desk system. The onboarding process is easy to follow and the system is easy to use.

If you are a medium to large business, you can easily save hundreds of dollars compared to other SaaS alternatives.

4. Tidio

Tidio is a modern AI-powered customer service platform trusted by many businesses worldwide. It combines live chat, ticketing, AI automation, and workflow builders into a single, easy-to-use help desk solution.

Even though Tidio is primarily known as a SaaS platform, it integrates smoothly with WordPress without any heavy setup. Also, its AI agent “Lyro,” Tidio can automate up to 70% of customer inquiries (sometimes reaching up to 90%), significantly boosting response times and CSAT scores.

Its intuitive interface, central conversation hub, and strong automation features make it a standout choice for businesses aiming to scale support while maintaining personal connections.

Key feature list:

• AI-powered agent “Lyro” handles and resolves a large volume of customer queries automatically.
• Centralized inbox collects all customer conversations from live chat, email, and social media in one place.
• Live chat widget that’s lightweight, customizable, and easy to integrate into WordPress.
• Automation builder to set up workflows like FAQs, lead generation, or proactive messages.
• Seamless integration with platforms like WordPress, Shopify, and Zendesk without complicated migration processes.
• Multilingual support to serve customers globally.
• Easy-to-use mobile app for managing customer communications on the go.

Areas for Improvement:

Some features might rely on external Tidio dashboard management rather than inside the WordPress admin.

Free Version: Available with basic features and limited automation capabilities.

Pro Version: Plans start from $29/month, depending on usage and features (live chat, automation, and AI chatbot).

Endnote: Tidio is ideal for businesses that want a highly intuitive, AI-powered helpdesk system without overcomplicating their WordPress setup. If your goal is to automate a large chunk of your customer support while keeping conversations personal and manageable, Tidio could be a winning option.

5. ThriveDesk

ThriveDesk is a fully hosted, lightning-fast helpdesk solution that integrates seamlessly with WordPress—no database maintenance or complicated setup required. ThriveDesk is designed for simplicity, speed, and deep WordPress compatibility, allowing you to manage customer support effortlessly.

Key Features list:

• Enjoy cloud-based hosting with native WordPress integration for smooth operation.
• Add as many support agents as your team needs without extra fees.
• Manage multiple inboxes and organize tickets easily across departments.
• Engage with customers in real time using an AI-enhanced live chat system.
• Boost agent productivity with Neo, an AI copilot that provides support suggestions and solutions.
• Embed a customizable help center directly into WordPress, enhancing user support.
• ThriveDesk works seamlessly with WooCommerce, SureCart, FluentCRM, Freemius, and more.

Areas for Improvement:

ThriveDesk currently does not offer a native mobile app. Limited reporting options and third-party integration support are available at this time.

Free Version: No free version is available.
Pro Version: Plans range from $9 to $99 per month, with unlimited agents included at every level.

Endnote: ThriveDesk is a modern solution for support teams looking for efficient, cloud-hosted helpdesk software that integrates smoothly with WordPress, eliminating the need for hosting or database management.

6. Support Genix

Support Genix is a WordPress plugin that seamlessly integrates a robust support ticket system into your WordPress site. This tool empowers users to create and manage unlimited tickets directly from their WordPress platform.

Support Genix provides companies with efficient email handling and management. It also allows companies to add and manage unlimited agents, ensuring prompt ticket responses for every client query.

WordPress website owners can effectively manage their support efforts and improve their customer assistance experience with Support Genix.

Key feature list:

• Add unlimited agents to assist with ticket management.
• Import emails from an email address into the support ticket system with Email piping.
• Seamlessly integrates with renowned platforms like Envato marketplace, WooCommerce, WPForms, and so on. 
• Assign various roles to agents for specific permissions.
• Organize your tickets efficiently by creating distinct ticket categories.
• Customers can attach files to their tickets with customizable file type options.

Improvement Area: 

1. Limited integration with 3rd party tools. But it offers webhook integration for enhanced connectivity.
2. Report generation isn’t available now, but it will be available soon.

Free version: Available in the WordPress repository with basic features.

Pro version: Plan starts from $59/year and $99/lifetime

Endnote: To deliver smooth customer support, Support Genix provides all the essential tools to your support agents.

7. JS Help Desk

JS Help Desk is another good player among the support software plugins. It’s another feature-rich system with 5,000 active installations.

It was first released in 2017 on WordPress repository. Since then, it has kept adding functionalities to this plugin. So, let’s see what features they bring to the table.

Key features list:

1. This also offers an unlimited number of tickets and agents.
2. Users and agents get notifications via email after a ticket is created, updated, or closed
3. Guests can create a ticket without creating an account or logging in.
4. You can set tickets’ status. It will help users track their ticket process easily.
5. You can follow up on a ticket with your team by putting them on the CC list.
6. It has the capability to create detailed reports of the support service.

Improvement Area:

1. Most of the features are not out of the box. That means you need to purchase add-ons to make this system more functional.
2. Priority support might be lack for this plugin

Endnote: Either way, this whole system is very impactful for the support team if you set it up with all the premium add-ons.

8. SupportCandy – WordPress Helpdesk Plugins

SupportCandy, a WordPress ticketing system, has been active since 2014. It covered all the important features that a support agent would need. Currently, they have gained over 10,000 active installations.

The SupportCandy team has introduced a few good features. Let’s see what they have to offer.

Key features list:

1. Like other systems, this WordPress plugin also supports unlimited tricks and unlimited agents.
2. The text editor supports rich text. So you can make your ticket text more organized and formatted.
3. Agents can take notes that are only visible to them.
4. It has an advanced ticket filtering option to find a particular ticket faster.
5. Users and agents will be notified via email if tickets are modified or closed.

Improvement Area:

1. The free version of this plugin does not have that much functionality, and to make it more usable, you have to install premium add-ons. 
2. Integration options with support plugins are very much limited.

Endnote: Being one of the oldest plugins in the market, it has quite a reputation. And the developer team behind this is also very active.

9. KB Support

KB Support is a simple support system for WordPress. So far it’s got 2,000 active installations with good feedback on WordPress.

Though, it is not a new system on the market (released in 2017). And over the years, it got better with features.

Key feature list:

1. Agents can create a knowledge-based short article during ticket management.
2. Any user can submit a ticket as a guest. That means there is no need for a login.
3. You can put restrictions on an agent’s ability to access unassigned tickets.
4. You can set up a simple automation to assign agents to certain tickets.
5. This system also provides a private note-taking feature for agents only.

Improvement Area:

1. They covered the basic features. A few important features are not available such as report generation.
2. Integration with the helpdesk plugin is limited to a few applications.

Endnote: If you have a small team and need something simple, then this could be a good option.

10. WordPress Advanced Ticket System (WATS)

WATS might be the oldest WordPress plugin for the support ticketing system. However, it has only 1,000 active installations.

Released back in 2009, this is yet another simple WordPress SaaS for helpdesks.

Key feature list:

1. The system generates a ticket number as a reference. It can help track the ticket easily. It will be listed as a WordPress support number in settings.
2. You can set a ticket’s priority or status. It can be for products and also set the type of tickets by setting a key to the tickets.
3. A ticket can be submitted in various ways. You can choose from admin ticket submission, front-end form submission, or via email.
4. This plugin can generate a raw report regarding your support data.

Improvement Area:

1. The WordPress support plugin user interface is very much dated and lacks easy usability.
2. Free versions do not have much to offer and the premium version also lacks some important features such as automatically assigning a ticket.

Endnote: This system can be useful if you are looking only for a simple ticket-generating plugin for your WordPress website. However, it might not be ideal for a large-scale support team.

11. Help Scout

Here is a bonus one. Help Scout released its WordPress helpdesk plugin back in 2015. And, since then, it has had just over 700 active installations on WordPress sites.

This helpdesk system has some useful features for a support team.

Key feature list:

1. It has a knowledge-based feature that allows you to create short articles and FAQs
2. It has an email management system in the build to organize all the emails.
3. You can sort or filter the customer list easily.
4. You can generate custom reports and share them with your team with this SaaS.

Improvement Area:

1. Even though it has a good list of features, most of these are only available in premium versions.
2. This is not a fully integrated WordPress helpdesk system. You have to leave the WordPress dashboard to use the system.

Endnote: This is an individual SaaS system rather than a WordPress helpdesk plugin. It is only used for the integration of the helpdesk software. So, if you are looking for something fully integrated into your WordPress site, then there are other options in this list to choose from.

Comparison of WordPress customer service plugins

Up until now, we have covered our best picks for WordPress helpdesk plugins available in the market. Here is a brief tabulated list with some basic comparisons.

We have a detailed comparison among more WordPress helpdesk plugins and SaaS. It will help you decide which one is more suitable to manage your support team.

Final thoughts

At the end of the day, you must need a smoother pathway for your customers. Communication with your customer should be easy and prompt. To ensure this ease and promptness, you must well equip your support team.

That’s why you need a highly effective WordPress plugin for helpdesk. So do not choose this system randomly. Take some time and do your research. Go through your customer journey map. Figure out what your customer needs are.

A fully featured, resourceful WordPress helpdesk plugin not only makes your support team productive. It will also provide a better experience through budding customer sentiment.

The post 11 Ultimate WordPress Helpdesk Plugins For Customer Support appeared first on Fluent Support.

To make that research simpler we’ve published a series of comparisons between the best help desks out there. This time we’re going to put Fluent Support against Freshdesk. 

Why Freshdesk vs. Fluent Support?

Well for starters, we at Fluent Support believe self-hosting is the best way to get a support system for your business. Freshdesk is a contrasting product that works on a SaaS model. So it only makes sense to compare them to see if WordPress-hosted help desk can beat SaaS tools at their own game.

We’ve also compared WordPress plugins like JS Help Desk, Awesome Support, Help Scout, and Support Candy. Make sure you check them out before finalizing your customer support desk.

Freshdesk vs. Fluent Support: In-depth Comparison

Like our comparison with Help Scout, this article is also going to rate the top 5 aspects of the help desk systems with a max score of 5 for each aspect. The system with the highest total score is the best product among the two. So let’s get started.

Ease of use

First off, we’ll look at the ease of use for each help desk. This will include the setup process, product usability, and similar aspects. This section compares the learning curve needed to start off with either product.

Fluent Support 4.5/5

To start off, it takes just 5 minutes to set up a business inbox and get started with Fluent Support. The setup process is pretty straightforward needing very little information. Similarly, it takes less than 10 minutes to set up email piping and adding agents for the first time. Overall it takes anywhere between 10-20 minutes to get a support portal up and running on your site.

Fluent Support has an effective ticketing interface that takes no time to get the hang of. The learning curve for advanced functions like sorting and filtering is pretty flat. A support agent can become a pro in less than a day’s worth of fiddling.

The recent updates even made migrating from an existing help desk simple by adding a migrator module. Not to mention it’s ready to be used on any WordPress site without any hassle.

Freshdesk 3/5

Now for Freshdesk. The setup process is a bit complex compared to Fluent Support. According to Freshdesks own documentation, it can take up to 48 hours to get the support desk up and running. In this aspect, this is the clearest drawback for Freshdesk. 

Other than that, Freshdesk scores pretty well. Mostly because of the fact that their user interface is top-notch. Another effective part of Freshdesk is they allow customer filtering for support tickets which is definitely a good feature to have. To fit your branding, you can also personalize the user interface, ticket submission page, and agent dashboard.

However, the most problematic issue is the fact Freshdesk has no direct compatibility with WordPress. So if your website is on WordPress you’ll need an additional plugin to use the portal with your website. 

Reports

Next, we’ll look at the reporting capabilities. Customer support data is crucial for businesses. To actually help a brand improve customer experience it’s crucial to have this data readily available. 

Fluent Support 4/5

When it comes to reports, Fluent Support performs exceptionally well. It provides you with all the necessary data such as Response time, Closing rate, and response rates for both individual agents and for the whole team. It also provides real-time hourly data for better performance tracking.

You can export the reports in multiple formats for evaluation in third-party systems too. It takes less than a minute to get the bigger picture of your support team so reporting is definitely a strong suit for Fluent Support.

Freshdesk 3.5/5

Freshdesk reports come in tiers like most SaaS features. You’ll have to at least get the Growth plan to get reporting for your support desk. If you upgrade to the Pro plan it provides customization for the reports which is a great feature. However, the data available to users is very limited compared to Fluent Support.

The only good bit about the reports is you can schedule reporting for agents and admins. But other than that, the reporting module is a bit underwhelming.

Support Features

In this section, we look at the individual feature list for each support desk. The aim is to evaluate the products based on efficiency and the effectiveness of the features included in different pricing plans.

Fluent Support 4/5

To start off with support functionalities we have to consider Fluent Support’s automation. It allows multiple triggers including manual and automated workflows. These can be used for segmentation, agent assignment, ticket closing, etc.

Along with that Fluent Support comes with email piping enabled. This allows you to check tickets directly from your support email. Not to mention you can organize the tickets based on multiple business inboxes, individual products, and query types as well.

For team efficiency Fluent Support also has built-in collision detection with live activity logs. This prevents agents from overlapping on the same tickets. To make collaboration smoother and save time you can save canned responses and leave internal notes for agents.

Last but not least Fluent Support allows custom privileges for agent management. This allows customer support managers to manage access to the support desk. Along with all this, you get a customizable dashboard and WordPress widgets for more accessibility. 

Freshdesk 3.5/5

The first drawback for Freshdesk in this aspect is that they don’t allow product-based ticket sorting. On the basic plans, it’s not possible to customize the dashboard so that limits some of the functionality.

However, Freshdesk more than makes up for that with its automation. Their time-based triggers are exceptionally effective and allow you to automate almost any action within the support desk. A great fact worth mentioning is their automation is powered by AI. This allows the automation module to scan and evaluate support tickets every hour to provide notifications where needed.

Along with that, they’ve included SLA management inside Freshdesk so no need to use third-party SLA managers.

Lastly, they allow custom agent roles for agents to manage privileges and access to certain parts of the help desk which is a basic but essential feature.

Integrations

A support desk is only as good as the tools it can connect to. Most businesses rely heavily on multiple third-party apps and tools. A proper support desk needs to be able to connect with these tools to improve efficiency.

Fluent Support 3/5

Fluent Support currently has 30+ integrations with popular WordPress plugins and some external tools. These tools include eCommerce platforms (WooCommerce, EDD), LMS builders(LifterLMS, TutorLMS, LearnPress, etc.), and communication apps (Slack, Telegram, Discord, and WhatsApp).

However, the best integration is the CRM and helpdesk integration with FluentCRM. With this integration, you can automate marketing automation directly from Fluent Support. On top of that, Fluent Support allows incoming and outgoing webhooks along with REST-API support. So even if a tool is not available for direct integration you can still connect it to Fluent Support.

All integrations are available for every pricing tier so you won’t have to upgrade to use the integrations to the fullest.

Freshdesk 3.5/5

Freshdesk follows the paywall method when it comes to integrations called addons. Freshdesk has a whooping 500+ add-ons that are free for use while also having 48 paid add-ons. These add-ons are not included with the basic pricing and need to be purchased separately. Sadly enough, it doesn’t allow REST-API or Webhooks to connect apps not included in their list of add-ons.

Pricing

Lastly, we’ll look at the pricing to see which tool gives you the biggest bang for the buck.

Fluent Support 4.5/5

Fluent Support has a simple pricing model that becomes more expensive for the number of sites you can use the plugin on. It’s possible to use Fluent Support on up to 50 sites with a single purchase. There’s no per-agent cost or any paywalls for integrations.

You get the whole plugin with all features at every price point. The only thing limited in pricing plans is the number of email piping inboxes. So to increase email piping capabilities you might have to upgrade but that is rarely necessary for small and medium enterprises.

Starting at just $129 for single sites/month, Fluent Support is the most reasonably priced support desk you can find.

Freshdesk 2.5/5

Off the bat, the first issue with Freshdesk is it’s based on the per-agent model. Costs upwards of $15 dollars/agent in the starting plan. So for 10 agents, it’ll cost $150 without any add-ons.

This brings us to the second drawback which is paid addons. If you’ve read our previous comparisons, you’ll know if there’s one thing we don’t like that’s paywalls. Freshdesk scores poorly simply because the per-agent model and paid addons can inflate the cost that the estimates you make. 

Not to mention it adds more cost if you want to expand your support team. This is a direct blow for fast-growing businesses that need to expand teams on the fly.

Verdict: Fluent Support

The results are in and there isn’t much of a surprise in it. We considered the most crucial aspect of customer support and evaluated each plugin individually. 

So from the scores, it’s obvious which is the better help desk. Now the thing worth mentioning here is that Freshdesk being the SaaS is better suited for large enterprises that don’t have much need for expansion and have used for advanced enterprise functionalities.

On the other side, Fluent Support is a product that suits best fast-growing businesses that need room to grow rapidly and don’t need complex features to improve customer experience. So if you’re looking for an effective customer support desk with reasonable pricing Fluent Support is the option to go for.

Until next time, happy serving.

The post WordPress Help Desk or SaaS: Fluent Support vs. Freshdesk appeared first on Fluent Support.

A helpdesk plugin is dedicated to providing support to your customers. It can be used to support a variety of your company’s products and services. Thus, it’s a crucial tool for any online business or organization’s customer service and support operations.

Each of the helpdesk plugins you’ll find here has something unique to offer you. Therefore, you must be the judge and evaluate those differences and limitations before deciding to switch to an alternative.

What is a helpdesk plugin?

A helpdesk plugin is a type of software that adds customer support and ticketing capabilities to a website or application. A Helpdesk plugin typically allows users to submit support requests, track the status of their tickets, and receive assistance from customer service representatives through various channels, such as email, chat, or phone. 

Businesses commonly use these tools to manage customer interactions and provide timely, efficient client support. The helpdesk plugin allows your support team to receive, manage and respond directly to customer questions, offering more personalized support.

Top 7 Awesome Support alternatives

Without further ado! Let’s find out the best alternative to Awesome Support. 

1. Fluent Support 

Fluent Support is arguably the most powerful helpdesk on the list. It offers everything that you would ever need for better ticket management. This is your tool if you need product-based support, user information to automate responses, or to track team performance. There will be no learning curve to adapt to the plugin. 

It is fully designed to make life simpler for support agents. You can easily download it for free. It is available in both free and premium versions. Fluent Support contains advanced features such as email piping, automatic assignment, collision detection, customizable support automation, etc.

Furthermore, the time spent on each ticket is significantly decreased by its automated workflows and saved replies option. The collaboration between your teams is effective thanks to internal notes and personalized priorities. 

No product is without limitations, and so does Fluent Support. Although, this helpdesk plugin is way ahead of its competitors. However, its creators are working day and night to fulfill what they still desire to offer their customers in future updates. So, buckle up for a Fluent ride!

Fluent Support key features

Here’s a list of the key features that Fluent Support is offering at the moment.

• Unlimited support agents
• Unlimited tickets
• Customize email notification
• Collision detection
• 16 integrations (more on the line)
• Product-based agents
• Custom fields
• Advanced filtering
• User-friendly interface
• Knowledge base
• CRM and e-commerce integrations
• Reporting and analytics
• Robust security and data protection
• Reply via Slack and Telegram
• Create ticket with email
• Workflow automation
• Reply templates
• Guest ticket without login
• Sorting tickets
• Agent can open support ticket for customer
• Bulk ticket reply
• Agent tagging
• On-the-go response
• Priority management
• See activity logs
• Performance report
• Internal notes

and a lot more.

Verdict: Highly recommended

Free Version: Available

Pro Version: Available (Pricing plans start from $129/Site/Year)

2. JS Help Desk

JS Help Desk is a self-hosted help desk plugin & customer support plugin. It helps businesses manage and resolve customer inquiries and issues. This allows you to create separate teams, multiple products, and store documentation. Here, you’ll find features like ticket management, live chat, and a knowledge base to help businesses provide efficient and personalized customer support.

One of the main advantages of this is its user-friendly interface, which makes it easy for businesses to set up and manage their support operations. It also integrates seamlessly with popular customer relationship management (CRM) and e-commerce platforms, allowing businesses to track and manage customer interactions across different channels.

Another advantage of this plugin is its robust reporting and analytics capabilities, which provide businesses with insights into their customer support operations and help them identify areas for improvement. Moreover, it provides email notifications, multiple file attachments to a ticket, customer frontend widgets, Envato validation, and more.

On the downside, some users have reported that JS Help Desk can be slow and unresponsive sometimes, which is frustrating for businesses and customers. And the pricing model can also be somewhat complex, but the range is moderate.

Note: The free version of this plugin in wordpress.org has been closed since December 12, 2022, and is unavailable for download. This closure might be temporary; however, it’s still available at premium price ranges.

Key features of JS Help Desk

Currently, JS Help Desk provides the following features.

• Ticket options
• Powerful search
• Sorting options
• Ticket list
• Visitors can add tickets
• User add tickets
• Select user option
• Multi-ticket options
• 250+ configurations
• Editable & customizable email templates
• Unlimited custom fields like check box, text, input, etc.
• Responsive & easy to translate
• HTML editor
• Bootstrap base designs

etc.

Verdict: Recommended

Free Version: Currently unavailable

Pro Version: Available (Pricing plans start from $69/Site/Year)

3. SupportCandy

The SupportCandy plugin for WordPress offers a complete helpdesk ticket system with various features. This plugin is one of WordPress’s oldest support ticket systems and is designed to be simple, secure, and feature-rich. Besides the core features, the plugin offers email notifications, integration with Google reCaptcha, GDPR compliance, and macros for ticket fields.

Premium add-ons are also available, including email piping, WooCommerce integration, canned replies, assign agent rules, SLA calculation, satisfaction surveys, and automatic ticket closing. The plugin is available in multiple languages and can be used for various applications, such as technical support, customer relations, and service request management.

Though, the pricing plan is much more affordable than Awesome Support. But, they charge extra for necessary integrations like WooCommerce and features such as Email piping. This can significantly increase the overall cost of the basic package, which is a major disadvantage of SupportCandy.

Key features of SupportCandy

• Unlimited number of tickets
• Unlimited number of agents
• Advanced custom filter and search functionality
• Saved filters for customers and agents
• Private notes for internal communication of agents
• Agents can create a ticket on the customer’s behalf
• 16+ Custom field types
• Ticket fields for additional information about the ticket
• Agent-only fields to keep internal data of the ticket
• Customer fields to store information about the customer across the tickets
• Guest tickets (disabled by default)
• Guest can also see their ticket list using OTP Login (One Time Password)
• Rich-text editor (customizable)
• Email notifications
• Working hours
• Google reCaptcha integration
• GDPR Compatible
• Terms & Conditions checkbox in the ticket form
• Macros or placeholders for ticket fields

and more.

Verdict: Not recommended

Free Version: Available

Pro Version: Available (Pricing plans start from $59/Site/Year)

4. KB Support

KB Support is a user-friendly helpdesk and customer support platform. It offers seamless integrations with popular WordPress plugins such as Easy Digital Downloads and WooCommerce. The plugin also has its own built-in knowledge base for support resources.

However, the basic plan does not include integrations with Easy Digital Downloads and WooCommerce. This can be a disadvantage for WordPress eCommerce sites that want to use these integrations.

Another potential downside of KB Support is its pricing. The basic plan may not offer enough features for some businesses, while the enterprise plan may be too expensive for small to medium-sized businesses. Thus, it can make it difficult for businesses to find a plan that suits their needs and budget.

Key features of KB Support

• Unlimited Tickets
• Unlimited Agents
• Guest Submissions
• Ticket Participants
• Configurable Submission Forms
• Real-Time Reply Notifications
• Target SLA’s
• Integrated Knowledge Base
• Solution Suggestions During Submissions
• Create Restricted Articles
• Customer Management Interface
• Auto Ticket Assignment
• Fully Customisable Emails
• Responsive Customer Pages
• Templated
• Private Notes
• Restrict Agent Access
• Restrict Admin Access

etc.

Verdict: Not recommended

Free Version: Available

Pro Version: Available (Pricing plans start from $74/Site/Year)

5. Freshdesk

Freshdesk is a customer service and support software that is also available as a WordPress integration. It helps businesses manage and resolve customer inquiries and issues. Also, it offers a range of features, such as a customizable helpdesk, a self-service customer support portal, and integration with popular communication channels such as email, phone, and social media.

There are many integrations with other business tools and platforms, allowing users to streamline their workflow and improve efficiency. An advantage of Freshdesk is its robust reporting and analytics capabilities, which provide users with valuable insights into their customer support operations. It allows businesses to identify trends, track performance, and make data-driven decisions to improve customer service.

Despite these strengths, there are some potential drawbacks to using Freshdesk. For example, some users may find the pricing to be on the higher end compared to other customer support software/WP plugins. Additionally, some users may experience difficulty navigating the platform and accessing certain features, particularly if unfamiliar with customer service software.

Overall, Freshdesk is a powerful SaaS product that can help businesses improve customer interactions and resolve customer issues more effectively. It offers a range of useful features, integrations (including the WP Helpdesk Plugin), and robust reporting and analytics capabilities.

Key features of Freshdesk

• Team inbox
• Agent collision detection
• SLA management
• Ticket field suggester
• Thank you detector
• Customer ticket status
• Scenario automation
• Canned responses
• Team huddle
• Shared ownership
• Linked tickets
• Parent-child ticketing
• Support Across channels
• Manage end-end field service operations
• Ticket dispatch
• Intelligent ticket assignment
• Time-triggered automation
• Even-triggered automation
• Automatic email notification
• Chatbot powered by Freddy AI
• Help widget
• Automatically suggest solutions
• Measure and improve efficiency
• Dashboards, Customer reports, schedule reports,
• Customizable capabilities
• State-of-the-art data security

etc.

Verdict: Recommended

Free Version: Free trial available only

Pro Version: Available (Pricing plans start from $15/Agent/Site/Month)

6. Help Scout

Help Scout is a customer support platform that offers a suite of tools for growing teams to provide top-notch customer service. It is a SaaS product that has integration for WordPress. Its shared inbox includes features like private notes, @mentions for better team collaboration, and collision detection.

Automating routine tasks with workflows and gaining additional context through customer profiles is also possible with the platform. One of its standout features is Docs, which allows users to create a comprehensive customer knowledge base.

Moreover, it offers live chat capabilities and proactive support options through its Beacon widget, which can be easily embedded on your website. This allows customers to search your help documentation or submit questions to your support team directly from the widget, ensuring they get answers quickly and easily.

Performance dashboards are also included with Help Scout, providing individual and team performance reports. Also, there are custom views to see the metrics most important to you.

One major Help Scout drawback will be its high price range to get the bare minimum features.
And, as it is SaaS and not self-hosted, they’ll have all your support data. For WordPress, the free version has only a few features available.

Key features of Help Scout

• Shared inbox
• Customer service CRM
• Advanced formatting
• Chat
• Bulk actions
• 75+ keyboard shortcuts
• CSV export
• Email Signature
• Email forwarding
• Collision detection
• Merge conversations
• Live chat
• Helpdesk reporting
• Knowledge base
• Advanced filters
• Conversion drill-downs
• User-specific reporting
• Data comparison
• Translations
• Data security
• Mobile friendly
• 90+ apps and integrations

and a ton more.

Verdict: Recommended

Free Version: Available

Pro Version: Available (Pricing plans start from $20/Agent/Site/Month)

7. Zendesk

Zendesk is a helpdesk management solution (cloud-based) that offers customizable tools to build a customer service portal, knowledge base, and online communities. You can integrate your helpdesk, powered by Zendesk, into your WordPress site as a plugin by using Zendesk WordPress integration.

It has features such as a customizable front-end portal, live chat, and integration with popular applications. The solution allows businesses to brand their support pages with their logo, themes, and other brand images.

The Zendesk Suite includes various products, such as ticketing systems, a help center, a community forum, and messaging tools. Moreover, it includes Zendesk Talk, Zendesk Explore, and Zendesk Sunshine Conversations. One major drawback of Zendesk is its too much expensive.

Key features of Zendesk

• Customizable email notification
• Automatic agent assignment
• Customer fields
• Premium add-ons
• Customer support
• SMS & push bullets notification
• Real-time email notification
• GDPR Compliance
• Mobile responsive
• Email Piping
• Customer priorities
• Advanced reports
• Admin dashboard
• Detailed user dashboard
• Frontend agent dashboard
• Detailed user overview
• Smart replies with AI integrations
• Quick reply templates
• Internal notes
• Custom status & labels
• Automatic ticket close
• Automation
• Agent live activity
• Ticket bulk reply, close, and delete
• Company profiles
• SLAs
• Translation

and a lot more.

Verdict: Not recommended

Free Version: Currently unavailable

Pro Version: Available (Pricing plans start from $49/Agent/Site/Month)

Wrapping up

Lastly, the helpdesk plugins that we’ve mentioned above offer a wide range of features and capabilities. Choosing one wisely can be a valuable asset for your businesses and organizations if you want to improve customer service and support operations.

However, we would suggest you test the free help desk plugins for yourself before moving to the premium Awesome Support alternatives for your business. Thank you so much for taking the time to read this blog. We hope that you found it helpful and informative. Have a great day! 

The post 7 Best Awesome Support Alternatives to Choose as a Helpdesk Plugin appeared first on Fluent Support.