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
(6,786)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 user experience, with many users highlighting its intuitive interface and clear guidelines. One user mentioned that it has "completely transformed how I handle customer support," making daily tasks much easier by centralizing communications across various platforms.
- Users say that Drift offers impressive features for lead generation, particularly with its AI sales tools. Reviewers appreciate the targeted lead generation capabilities, noting that it provides "better than average conversion" rates, which is a significant advantage for sales teams.
- According to verified reviews, Zendesk for Customer Service has a much higher overall satisfaction score, reflecting its strong performance in areas like live chat and conversational support. Users have praised its ability to integrate seamlessly with other tools, such as Chargebee, allowing for easy access to customer information.
- Reviewers mention that while Drift has a solid rating for ease of use, Zendesk for Customer Service outshines it in terms of ease of setup. Users have noted that Zendesk's onboarding process is straightforward, making it easier for teams to get started without extensive training.
- Users highlight that Zendesk for Customer Service provides superior quality of support, with many praising its responsive customer service team. In contrast, while Drift also receives positive feedback for support, it does not match the volume of recent reviews that Zendesk has, indicating a more consistent user experience.
- G2 reviewers indicate that Drift's pricing model can be a barrier for smaller businesses, with a starting price of $2,500. In comparison, Zendesk for Customer Service offers a more accessible entry-level price of $19, making it a more viable option for mid-market companies looking for effective customer service solutions.
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
1,019
8.6
5,169
Ease of Use
8.7
1,032
8.6
5,269
Ease of Setup
8.4
508
8.0
3,236
Ease of Admin
8.5
473
8.2
3,105
Quality of Support
8.8
940
8.4
4,898
Has the product been a good partner in doing business?
8.9
472
8.4
3,029
Product Direction (% positive)
8.9
997
8.0
4,824
Features by Category
Ticket and Case Management
Not enough data
8.8
2577
|
Verified
Not enough data
8.7
2603
|
Verified
Not enough data
8.5
2530
|
Verified
Not enough data
8.4
2364
|
Verified
Not enough data
8.2
1930
|
Verified
Not enough data
8.4
2407
|
Verified
Not enough data
8.6
2406
|
Verified
Not enough data
8.3
1862
|
Verified
Generative AI
Not enough data
7.6
386
Not enough data
7.6
385
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
2066
|
Verified
Not enough data
8.8
2327
|
Verified
Not enough data
8.4
1744
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1322
|
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
1761
|
Verified
Not enough data
7.9
2364
|
Verified
Not enough data
8.0
2416
|
Verified
Messenger
8.5
203
|
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
756
8.7
138
8.4
714
8.4
92
8.1
788
Generative AI
7.9
31
7.8
203
7.7
31
7.8
202
Messaging Channels
Not enough data
7.6
78
Not enough data
9.0
170
Not enough data
8.3
94
Not enough data
8.5
101
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
962
|
Verified
7.8
323
|
Verified
8.1
719
8.6
415
|
Verified
8.5
735
|
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
825
|
Verified
8.1
402
|
Verified
8.3
845
|
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
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
8.5
9
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 Workforce Management, Conversational Commerce Platforms, Help Desk, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Complaint Management, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
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
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
Do I have to completely remove all of my lead capture forms?
2 Comments
Official Response from Drift
Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by...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
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
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
AG
Zendesk Support Suite offers a free 14 - day trial.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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