Zendesk vs. Front
Software focused on the customer experience (CX) can help you provide exceptional support now and in the future. Learn how Zendesk vs. Front compare.
Zendesk vs. Front: A comprehensive guide
上次更新日期: July 25, 2024
In the Zendesk Customer Experience Trends Report 2023, 70 percent of business leaders expect agents to increase their roles and responsibilities. With increased capacity comes the need for scalability—and a solution that grows with your support team.
Compared with Front, Zendesk offers a more complete customer service solution, with built-in best practices to help you deliver a differentiated customer experience (CX) at scale. Plus, Zendesk is exclusively focused on the CX—meaning we have the expertise to understand which tools simplify serving customers while boosting the agent experience.
Let’s compare Zendesk with Front and see which software comes out on top.
Zendesk is a proven leader in customer service
Zendesk has more than 15 years of experience specializing in customer service and is trusted by 160,000+ companies, like Uber and Four Seasons. Additionally, Gartner ranked Zendesk #1 in Digital Customer Service.
Front doesn't exclusively focus on CX, meaning its customer base of around 8,000 businesses won't get the same level of customer service expertise as they do with Zendesk.
Zendesk offers a more scalable product
Zendesk is backed by multiple proof points and customer success stories from many of our paying customers. From startups and small and medium-sized businesses (SMBs) to large enterprises, Zendesk scales seamlessly with your business as it grows.
Front’s limited integration marketplace and lack of fundamental tools makes it difficult to extend the capabilities of your product, hindering scalability.
Zendesk can deliver a better ROI
Zendesk offers everything you need to deliver great customer support from day one. By investing in software that’s built to last, Zendesk eliminates costs associated with switching products. Our specialized community of thought leaders and dedicated support are also there to help you continuously maximize your ROI with best practices.
Front’s lower ROI results from lack of scale, limited native integrations, and customers switching to a different product to meet their needs.
More in this guide:
- At-a-glance comparison: Zendesk vs. Front
- Zendesk vs. Front: Features comparison
- Pricing plans: Front vs. Zendesk
- Customer stories
- Frequently asked questions
- Ready to try Zendesk?
At-a-glance comparison: Zendesk vs. Front
Our chart breaks down benefits, features, and capabilities so you can compare Zendesk and Front at a glance. Our analysis is based on user reviews, our customers' experiences, and deep research by our product team.
What you need to deliver the best customer experience | Critical capabilities | Zendesk | Front |
---|---|---|---|
Vendor performance |
Analyst rating |
Leader |
N/A |
Focus |
Best of breed in customer service |
Broad focus | |
High customer satisfaction at scale |
✔
|
✘
| |
Time to value and total cost of ownership (TCO) |
Easy setup |
✔
|
✔
|
Easy adoption |
✔
|
✔
| |
Low implementation cost |
✔
|
✔
| |
Low short-term TCO |
✔
|
✔
| |
Long-term value |
✔
|
✘
| |
Low long-term TCO |
✔
|
✘
| |
Unified omnichannel experience |
Unified omnichannel status + workflows |
✔
|
✘
|
Unified omnichannel customer experience |
✔
|
✘
| |
Unified omnichannel agent interface |
✔
|
✘
| |
Unified omnichannel analytics |
✔
|
✘
| |
Frictionless agent experience |
Real-time agent workspace |
✔
|
✘
|
Customizable agent workspace |
✔
|
✘
| |
Customizable agent workspace |
✔
|
✘
| |
Single browser tab agent experience |
✔
|
✘
| |
Powerful workflow/automation tools |
Sophisticated automation + workflows (SLAs, OLAs) |
✔
|
✘
|
Flexible routing/assignment options |
✔
|
✔
| |
Intelligent triage |
✔
|
✔
| |
Intelligent self-service content gap identification |
✔
|
✘
| |
Sophisticated self-service content management + workflows |
✔
|
✘
| |
Actionable insights |
Custom metrics |
✔
|
✔
|
Custom reports |
✔
|
✔
| |
Custom dashboards |
✔
|
✔
| |
Custom attribution |
✔
|
✘
| |
Custom correlation |
✔
|
✘
| |
Robust integrations |
Highly rated integrations |
✔
|
✘
|
Reliability |
✔
|
✘
| |
Customer proof points |
✔
|
✘
| |
Broad set of API endpoints |
✔
|
✘
| |
Only server-side CTI app necessary |
✔
|
✘
| |
Success + support |
Leading customer community + events |
✔
|
✘
|
Support |
✔
|
✔
| |
Designated success |
✔
|
✔
| |
Local account resources |
✔
|
✘
| |
Reliable + secure platform |
Reliability + scalability |
✔
|
✘
|
HIPAA compliant |
✔
|
✔
| |
Data locality |
✔
|
✔
| |
3-tiered GDPR protection |
✔
|
✘
|
Zendesk vs. Front: Features comparison
Features can be the differentiator between good software and the right software for your business. See how Zendesk vs. Front compare.
Pricing plans: Front vs. Zendesk
Compare the pricing plans of Front vs. Zendesk.
Zendesk vs. Front: Pricing plans
Zendesk | Front |
---|---|
|
|
Zendesk and Front have similar pricing tiers, so focusing on factors like hidden costs, ease of implementation, and scalability can surface the total cost of ownership.
With Zendesk, businesses get an intuitive system that sets up quickly, allowing agents to use it from day one. When business needs change, Zendesk allows you to adapt with plug-and-play integrations and no-code customizations. Plus, we offer an elite support team that helps you get the most out of your software.
Businesses looking for a solution focused on customer service often outgrow platforms limited to shared inboxes. This can lead to a “rip and replace” situation, adding additional unplanned costs. As previously mentioned, Front can be challenging to scale because it lacks certain capabilities that fast growing teams need, such as limited channels, missing fundamentals, and limited pre-built integrations, which drives up costs.
Customer stories
See what customers say about switching to Zendesk.
Feed
Who is Feed? Feed. is a smart food company that makes it easy for customers to get nutritious, high-quality meals on the go.
What were the pain points? Feed. used Front to manage customer requests. Front’s shared inbox made it challenging to respond to customers quickly, with replies often taking up to one week.
Why did Feed. pick Zendesk? Feed. chose Zendesk to help provide omnichannel support to customers, especially proactive live chat. The food company also liked the flexibility of the Zendesk API, which makes it easy to plug in third-party tools and apps for a customized support experience.
What were the results?
- €180,000 in chat sales conversion
- 94% average customer satisfaction (CSAT) across channels
- 25% improvement in CSAT
Georgia Housing Voucher Program (GHVP)
Who is Georgia Housing Voucher Program (GHVP)? GHVP is a state-funded program that provides permanent supportive housing for unsheltered people with psychiatric disabilities.
What were the pain points? GHVP's program is complex, with many moving parts and collaborators. It relied on email and shared inboxes to manage requests that required careful coordination and crucial, time-sensitive communication.
However, instead of streamlining the process, their shared inbox created a disorganized and chaotic communication environment that lacked transparency and resulted in information gaps, losses, and errors.
Why did GHVP pick Zendesk? GHVP chose Zendesk to streamline and centralize communications in a single view. Additionally, Zendesk supported GHVP with benefits such as:
- Cost-effectiveness
- Ease of implementation
- Adaptability and agility
- Ability to meet state and federal security and compliance (including HIPAA)
What were the results?
- Increased oversight and full visibility of internal and external communications
- Improved collaboration
- Eliminated missed emails
- Modernized GHVP’s service system
Sendcloud
Who is Sendcloud? Sendcloud is a software as a service (SaaS) business that automates the shipping process for online retailers with plug-and-play tools, integrations, and APIs.
What were the pain points? Sendcloud’s customer service platform could not keep up with its sudden growth, requiring a solution that could help deliver an exceptional customer service experience.
Why did Sendcloud pick Zendesk? Zendesk scaled seamlessly with Sendcloud, allowing it to easily adapt to constantly evolving business needs. With Zendesk, the SaaS business can offer omnichannel support, provide self-service options, boost internal collaboration, and integrate with third-party apps to increase functionality.
What were the results?
- 18K tickets resolved per month
- 92% CSAT score
- Faster response time
Adslot
Who is Adslot? Adslot is a media-trading platform aiming to improve how brands, agencies, and publishers collaborate.
What were the pain points? Adslot needed to upgrade from its shared inbox. The tool lacked visibility, reduced efficiency, and made managing customer communications challenging for global teams.
Why did Adslot pick Zendesk? Zendesk provided a scalable solution that integrated easily with the applications Adslot already used. The platform also uses Zendesk for its phone system, praising the easy setup and streamlined ticket management.
What were the results?
- Achieved 95% CSAT score
- Identified gaps through automated customer feedback
- Increased visibility of team performance metrics
Frequently asked questions (FAQ)
Check out our FAQ section for more information on Zendesk.
Ready to try Zendesk?
Zendesk is a proven leader in CX, offers a more scalable product, and can deliver a better ROI than Front. That makes us the right customer service solution to take your business to a new level.
Zendesk offers a risk-free, 14-day trial that lets you unlock the entire suite of features. That way, you can experience our software's benefits and ease of use from day one—so you can feel confident creating a lifelong relationship with Zendesk.
Zendesk vs. the rest: How competitors stack up
Compare Zendesk to other software with these additional guides and resources.