Compare Drift and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (51.6% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
$19.00 1 user per month billed annually
Drift
Star Rating
(1,256)4.4 out of 5
Market Segments
Mid-Market (51.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,806)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a streamlined user experience, with many users appreciating its minimalist interface and the ability to manage customer queries efficiently. This centralized platform allows for faster response times, enhancing overall customer satisfaction.
- Users say that Drift offers impressive features, particularly its AI Sales tools, which are seen as a valuable addition. However, some users have noted occasional routing bugs that can disrupt the experience, although they appreciate that these issues are typically resolved quickly.
- Reviewers mention that Zendesk for Customer Service has a significantly higher G2 Score, indicating greater overall user satisfaction. The platform's ability to consolidate marketplace queries in one place is frequently highlighted, making it a favorite for those looking for efficiency in customer support.
- According to verified reviews, Drift's web version is praised for its functionality, but users have expressed a desire for improvements in routing accuracy. Despite this, the platform's engaging design makes it feel approachable, allowing users to interact without the need for external messaging apps.
- G2 reviewers report that Zendesk for Customer Service's implementation process is notably quick and intuitive, which is a significant advantage for teams looking to get up and running without extensive delays. Users have specifically mentioned the ease of onboarding as a key benefit.
- Users say that while Drift has strong features for personalization and contextual engagement, Zendesk for Customer Service outshines it in overall functionality and support quality, with many users noting the platform's ability to handle complex customer interactions effectively.
Pricing
Entry-Level Pricing
Drift
Premium
Starting at $2,500.00
Per Month
For small businesses. The right amount of conversational firepower to keep your business growing.
- * Everything in Free, plus:
- Live Chat
- Meetings
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Drift
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.7
1,020
8.6
5,181
Ease of Use
8.7
1,033
8.6
5,289
Ease of Setup
8.4
508
8.0
3,250
Ease of Admin
8.5
473
8.2
3,115
Quality of Support
8.8
941
8.4
4,917
Has the product been a good partner in doing business?
8.9
472
8.4
3,038
Product Direction (% positive)
8.9
998
8.0
4,835
Features by Category
Ticket and Case Management
Not enough data
8.8
2582
|
Verified
Not enough data
8.7
2609
|
Verified
Not enough data
8.5
2537
|
Verified
Not enough data
8.4
2370
|
Verified
Not enough data
8.2
1933
|
Verified
Not enough data
8.4
2408
|
Verified
Not enough data
8.6
2410
|
Verified
Not enough data
8.3
1865
|
Verified
Generative AI
Not enough data
7.6
387
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2068
|
Verified
Not enough data
8.8
2331
|
Verified
Not enough data
8.4
1746
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1323
|
Verified
Platform
Not enough data
7.7
1390
|
Verified
8.4
461
|
Verified
8.0
1781
|
Verified
Not enough data
8.3
1956
|
Verified
Not enough data
8.2
1766
|
Verified
Not enough data
7.9
2367
|
Verified
Not enough data
8.0
2418
|
Verified
Messenger
8.5
204
|
Verified
Not enough data
8.2
201
|
Verified
Not enough data
9.1
273
|
Verified
Not enough data
8.5
250
|
Verified
Not enough data
Channels
7.9
116
|
Verified
Not enough data
8.9
250
|
Verified
Not enough data
7.7
91
|
Verified
Not enough data
7.6
81
|
Verified
Not enough data
7.8
90
|
Verified
Not enough data
Customers
8.6
225
|
Verified
Not enough data
8.4
202
|
Verified
Not enough data
8.1
241
|
Verified
Not enough data
8.7
242
|
Verified
Not enough data
8.5
246
|
Verified
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Facilitation
8.9
315
|
Verified
Not enough data
8.2
309
|
Verified
Not enough data
8.2
288
|
Verified
Not enough data
8.7
305
|
Verified
Not enough data
Organization
8.0
265
|
Verified
Not enough data
8.0
269
|
Verified
Not enough data
8.3
278
|
Verified
Not enough data
Performance Analysis
7.8
241
|
Verified
Not enough data
8.0
261
|
Verified
Not enough data
Sales Analysis
7.5
215
|
Verified
Not enough data
7.7
221
|
Verified
Not enough data
Generative AI
7.5
87
Not enough data
7.6
85
Not enough data
Agentic AI - AI Sales Assistant
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Usability
Not enough data
8.3
665
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
177
Not enough data
7.2
176
Responses
Not enough data
8.2
62
Not enough data
8.6
69
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.4
25
Not enough data
7.7
25
Not enough data
7.5
25
Not enough data
7.5
25
Not enough data
7.8
25
Platform
Not enough data
8.2
67
Not enough data
8.2
65
Not enough data
8.4
62
Autonomy - AI Agents
Not enough data
7.8
24
Not enough data
7.4
25
Not enough data
7.4
26
Not enough data
7.5
26
Generative AI
Not enough data
7.6
31
Not enough data
8.1
30
Responses
8.2
280
8.1
466
8.3
268
8.1
464
8.4
303
8.3
447
8.1
273
8.1
446
8.0
228
8.1
355
Platform
8.9
309
8.6
470
8.4
291
8.3
469
8.4
275
8.3
463
8.1
281
8.2
465
7.9
240
Feature Not Available
8.4
261
Feature Not Available
8.2
286
8.4
454
Generative AI
7.7
84
8.1
112
7.7
82
8.2
111
Conversational Platform
8.6
167
8.1
860
8.4
117
8.3
716
8.7
128
8.2
683
8.6
92
8.2
748
Support Automation
Feature Not Available
8.1
713
8.4
147
8.3
757
8.7
138
8.4
715
8.4
92
8.1
788
Generative AI
7.9
31
7.8
204
7.7
31
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
102
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Integrations
7.4
92
Not enough data
7.9
95
Not enough data
7.8
91
Not enough data
7.3
88
Not enough data
8.0
95
Not enough data
Branding & Customizatio
8.2
94
Not enough data
8.3
93
Not enough data
7.9
90
Not enough data
Automatic Rules & Configurations
8.5
96
Not enough data
8.2
90
Not enough data
8.1
93
Not enough data
Agentic AI - Business Scheduling
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
7.8
12
8.1
83
7.8
12
7.6
77
8.1
12
8.1
85
Automation
8.2
11
8.1
85
8.3
13
8.2
83
8.3
12
8.1
83
Artificial Intelligence
7.7
13
7.8
82
8.2
13
7.7
81
8.3
14
7.7
84
Generative AI
7.7
31
Not enough data
7.9
30
Not enough data
Agentic AI - Bot Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.7
83
Feature Not Available
7.7
81
7.9
206
7.3
81
Feature Not Available
Communication
9.2
543
|
Verified
8.6
948
|
Verified
8.5
539
|
Verified
8.4
963
|
Verified
7.8
323
|
Verified
8.1
719
8.6
415
|
Verified
8.5
736
|
Verified
7.9
189
8.0
520
Internal Use
8.4
461
|
Verified
8.0
1781
|
Verified
8.7
471
|
Verified
8.5
847
|
Verified
8.5
472
|
Verified
8.1
649
8.2
409
|
Verified
8.5
897
8.3
372
|
Verified
8.6
826
|
Verified
8.1
402
|
Verified
8.3
847
|
Verified
Generative AI
7.4
20
Feature Not Available
Self-Service Experience
8.1
57
8.5
1510
8.2
53
8.5
1441
Feature Not Available
8.0
1024
8.2
51
7.7
647
8.5
57
8.0
779
Self-Service Platform
8.6
57
8.2
829
8.7
60
8.2
845
8.2
59
7.7
664
8.6
59
8.2
811
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Drift and Zendesk for Customer Service are categorized as Conversational Support, Chatbots, Live Chat, Customer Self-Service, and Customer Service Automation
Unique Categories
Drift is categorized as Business Scheduling, AI Sales Assistant, Conversational Marketing, and Bot Platforms
Zendesk for Customer Service is categorized as AI Customer Support Agents, AI Agents For Business Operations, Help Desk, Workforce Management, Complaint Management, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Drift
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
32.8%
Information Technology and Services
20.6%
Marketing and Advertising
7.1%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.3%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Discussions
How do I scale conversational marketing?
2 Comments
Official Response from Drift
Chatbots allow you to offer fast responses to visitors 24/7, even while your team is sleeping. Since they can ask the same qualifying questions your sales...Read more
What types of people are having conversations with businesses?
2 Comments
Official Response from Drift
When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often...Read more
How do I measure the effectiveness of conversational marketing?
2 Comments
Official Response from Drift
You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
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