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At a Glance
Market Segments
Mid-Market (51.7% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
$19.00 1 user per month billed annually
Drift
Star Rating
(1,254)4.4 out of 5
Market Segments
Mid-Market (51.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansZendesk for Customer Service
Star Rating
(6,659)4.3 out of 5
Market Segments
Mid-Market (45.7% 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.
- Users report that Zendesk Support Suite excels in its ticketing system, with a star rating of 9.0, making it a preferred choice for organizations that prioritize efficient ticket management. In contrast, Drift's ticketing system, while functional, received a lower rating of 8.4, indicating it may not be as robust for users focused on ticketing.
- Reviewers mention that Drift shines in live chat functionality, achieving a high rating of 9.1, which is particularly beneficial for businesses that rely on real-time customer interactions. Zendesk Support Suite, while also strong in this area, has a slightly lower rating of 8.6, suggesting that Drift may offer a more seamless live chat experience.
- G2 users highlight that Zendesk's workflow automation features, rated at 8.5, provide significant advantages in streamlining customer support processes. Conversely, Drift's automation features, rated at 8.2, may not offer the same level of efficiency, which could impact users looking for comprehensive automation capabilities.
- Users on G2 report that Drift's customer-facing chatbot is rated at 8.9, which enhances lead qualification and engagement. In comparison, Zendesk's chatbot features, while effective, received a lower rating of 8.2, indicating that Drift may provide a more advanced solution for businesses focused on conversational marketing.
- Reviewers mention that Zendesk Support Suite's quality of support is rated at 8.4, which is commendable, but Drift surpasses this with a rating of 8.8, suggesting that users may find Drift's customer support more responsive and helpful.
- Users say that Drift's integration capabilities, rated at 8.4, are particularly strong, allowing for seamless connections with various platforms. Zendesk's integrations, while rated at 8.2, may not offer the same breadth, which could be a deciding factor for users needing extensive third-party integrations.
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
1,017
8.6
5,116
Ease of Use
8.7
1,030
8.6
5,160
Ease of Setup
8.4
507
8.0
3,184
Ease of Admin
8.5
473
8.2
3,073
Quality of Support
8.8
938
8.4
4,794
Has the product been a good partner in doing business?
8.9
472
8.4
2,999
Product Direction (% positive)
8.9
995
8.0
4,770
Features by Category
Ticket and Case Management
Not enough data
8.8
2550
|
Verified
Not enough data
8.7
2565
|
Verified
Not enough data
8.5
2492
|
Verified
Not enough data
8.4
2337
|
Verified
Not enough data
8.2
1921
|
Verified
Not enough data
8.4
2398
|
Verified
Not enough data
8.6
2386
|
Verified
Not enough data
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2060
|
Verified
Not enough data
8.8
2309
|
Verified
Not enough data
8.4
1724
|
Verified
Not enough data
8.0
1428
|
Verified
Not enough data
8.0
1313
|
Verified
Platform
Not enough data
7.8
1387
|
Verified
8.4
461
|
Verified
8.0
1777
|
Verified
Not enough data
8.3
1947
|
Verified
Not enough data
8.2
1739
|
Verified
Not enough data
7.9
2339
|
Verified
Not enough data
8.0
2407
|
Verified
Messenger
8.5
204
|
Verified
Not enough data
8.2
202
|
Verified
Not enough data
9.1
274
|
Verified
Not enough data
8.6
251
|
Verified
Not enough data
Channels
7.9
117
|
Verified
Not enough data
8.9
250
|
Verified
Not enough data
7.7
92
|
Verified
Not enough data
7.6
82
|
Verified
Not enough data
7.8
91
|
Verified
Not enough data
Customers
8.6
225
|
Verified
Not enough data
8.4
203
|
Verified
Not enough data
8.1
242
|
Verified
Not enough data
8.7
241
|
Verified
Not enough data
8.5
245
|
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
316
|
Verified
Not enough data
8.2
310
|
Verified
Not enough data
8.2
289
|
Verified
Not enough data
8.7
305
|
Verified
Not enough data
Organization
8.0
266
|
Verified
Not enough data
8.0
270
|
Verified
Not enough data
8.3
277
|
Verified
Not enough data
Performance Analysis
7.8
242
|
Verified
Not enough data
8.0
262
|
Verified
Not enough data
Sales Analysis
7.5
216
|
Verified
Not enough data
7.7
222
|
Verified
Not enough data
Generative AI
7.5
88
Not enough data
7.6
86
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
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
8.2
281
8.1
468
8.3
269
8.1
465
8.5
304
8.3
449
8.1
274
8.1
448
8.0
229
8.2
356
Platform
8.9
310
8.6
471
8.4
292
8.3
468
8.4
276
8.3
463
8.1
282
8.2
464
7.9
241
Feature Not Available
8.4
262
Feature Not Available
8.2
287
8.4
454
Generative AI
7.7
85
8.2
113
7.7
83
8.2
112
Conversational Platform
8.6
168
8.1
859
8.4
118
8.3
716
8.7
129
8.2
684
8.6
93
8.2
749
Support Automation
Feature Not Available
8.2
714
8.4
148
8.3
757
8.8
139
8.4
711
8.5
93
8.1
788
Generative AI
8.0
32
7.8
204
7.8
32
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
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
94
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
8.4
95
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
82
7.8
12
7.6
77
8.1
12
8.1
84
Automation
8.2
11
8.1
83
8.3
13
8.2
83
8.3
12
8.1
84
Artificial Intelligence
7.7
13
7.8
83
8.2
13
7.7
82
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
207
7.3
81
Feature Not Available
Communication
9.2
542
|
Verified
8.6
950
|
Verified
8.5
538
|
Verified
8.5
964
|
Verified
7.8
323
|
Verified
8.1
720
8.6
414
|
Verified
8.5
737
|
Verified
7.9
189
8.0
520
Internal Use
8.4
461
|
Verified
8.0
1777
|
Verified
8.7
471
|
Verified
8.5
849
|
Verified
8.5
472
|
Verified
8.1
650
8.2
409
|
Verified
8.5
898
8.3
372
|
Verified
8.6
824
|
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
1499
8.2
53
8.5
1436
Feature Not Available
8.0
1024
8.2
51
7.7
648
8.5
57
8.0
780
Self-Service Platform
8.6
57
8.2
828
8.7
60
8.2
841
8.2
59
7.7
658
8.5
58
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
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
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
741
Not enough data
8.9(won by default)
689
Channels
Not enough data
9.0(won by default)
740
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
563
Not enough data
8.2(won by default)
485
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.2(won by default)
539
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
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
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
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
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
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
32.9%
Information Technology and Services
20.5%
Marketing and Advertising
7.2%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.3%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
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
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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