I’ve built two companies, sold them, and now I’m investing in the next generation of startups. I’ve seen it all when it comes to customer support. I’ve been pitched the “revolutionary” new tool, the “game-changing” AI, and the “all-in-one” platform that promises to solve all my problems. And I’m here to tell you that most of it is junk.
I’m not saying all customer support tools are bad. But a lot of them are overhyped, overpriced, and just don’t deliver on their promises. They’re bloated with features you’ll never use, they’re a pain to set up, and they end up creating more work for your team, not less.
I’m writing this because I’m tired of seeing founders waste their money on these tools. I’m tired of seeing them get locked into long-term contracts for software that doesn’t even work. And I’m tired of seeing them burn out their support teams with clunky, inefficient workflows.
So, I’m going to share my personal experience with 15 of the most overrated customer support tools out there. I’m going to tell you why I think they’re overrated, and I’m going to give you some practical, no-bullshit alternatives that actually work.
The Overrated 15
Here they are, in no particular order. The customer support tools that I’ve found to be the most overrated.
1. Zendesk
I know, I know. Zendesk is the 800-pound gorilla of the customer support world. But that’s exactly the problem. It’s a massive, bloated, and expensive piece of software that tries to be everything to everyone. The result is a clunky, confusing interface and a feature set that’s 90% useless for most startups.
I remember trying to set up Zendesk for my first company, RemoteTeam. It was a nightmare. We spent weeks trying to configure it, and we still couldn’t get it to do what we wanted. We ended up hiring a consultant to help us, and even he had a hard time. We burned through thousands of dollars and countless hours, and we still ended up with a system that nobody on the team liked using.
What to use instead: For most startups, a simple shared inbox tool like Help Scout or Front is a much better option. They’re both easy to use, affordable, and have all the features you actually need. If you need more power, check out Kustomer or Crisp.
2. Intercom
Intercom is another popular tool that I think is overrated. It’s a great product for what it does, which is live chat and customer messaging. But it’s not a full-fledged customer support platform, and it’s priced like it is. The per-user pricing model is also a killer for startups.
I used Intercom at MovieLaLa, and it was great for talking to customers in real-time. But as soon as we started to scale, it became a mess. We had conversations scattered across different channels, and it was impossible to keep track of everything. We ended up having to use another tool for email support, which just created more complexity.
What to use instead: If you’re looking for a live chat tool, there are plenty of cheaper and better options out there. Crisp is a great all-in-one solution that includes live chat, email, and a CRM. Tawk.to is a free option that’s surprisingly good. And if you’re already using Slack, you can use a tool like Chatlio to talk to your customers directly from Slack.
3. Salesforce Service Cloud
Salesforce is a beast. It’s the most powerful CRM on the planet, but it’s also the most complex and expensive. And the Service Cloud is no exception. It’s a powerful tool, but it’s overkill for 99% of startups.
I’ve never used Service Cloud myself, but I’ve talked to plenty of founders who have. And the story is always the same. They get sold on the dream of a unified platform, but they end up with a system that’s so complex and expensive that they can’t even use it. They spend a fortune on implementation and customization, and they still end up with a system that their team hates.
What to use instead: If you’re a startup, you don’t need Salesforce. There are plenty of other CRMs out there that are cheaper, easier to use, and just as good. HubSpot is a great option for most startups. It’s an all-in-one platform that includes a CRM, marketing automation, and customer support tools. And it’s a lot cheaper and easier to use than Salesforce.
4. Freshdesk
Freshdesk is another popular all-in-one customer support platform. It’s a solid product, but I think it’s a bit overrated. The interface is a bit dated, and the feature set is not as rich as some of the other tools on this list.
I used Freshdesk for a short time at one of my portfolio companies, and it was fine. It did the job, but it didn’t wow me. The team found it a bit clunky to use, and we ended up switching to Help Scout after a few months.
What to use instead: If you’re looking for an all-in-one platform, I think Help Scout or Front are better options. They’re both more modern, easier to use, and have a richer feature set.
5. Zoho Desk
Zoho is another company that tries to do everything. They have a suite of over 40 different business apps, and Zoho Desk is their customer support offering. It’s a powerful tool, but it’s also a bit of a mess. The interface is cluttered and confusing, and the feature set is overwhelming.
I’ve never used Zoho Desk myself, but I’ve heard mixed reviews from other founders. Some people love it, but others find it to be a clunky and frustrating experience. I think it’s one of those tools that you either love or hate.
What to use instead: If you’re already using other Zoho products, then Zoho Desk might be a good option for you. But if you’re not, I think there are better options out there. Help Scout and Front are both great all-in-one platforms that are easier to use and have a more modern interface.
6. Kayako
Kayako is one of the oldest customer support tools on the market. It’s been around since 2001, and it shows. The interface is dated, and the feature set is not as rich as some of the other tools on this list.
I used Kayako at my very first startup, and it was a pain to use. The interface was clunky, and it was constantly crashing. We ended up switching to a different tool after a few months.
What to use instead: There are plenty of better options out there. Help Scout, Front, and Crisp are all great all-in-one platforms that are easier to use and have a more modern interface.
7. LiveAgent
LiveAgent is another all-in-one customer support platform. It’s a solid product, but I think it’s a bit overrated. The interface is a bit cluttered, and the feature set is not as rich as some of the other tools on this list.
I’ve never used LiveAgent myself, but I’ve heard mixed reviews from other founders. Some people love it, but others find it to be a clunky and frustrating experience.
What to use instead: If you’re looking for an all-in-one platform, I think Help Scout or Front are better options. They’re both more modern, easier to use, and have a richer feature set.
8. Gorgias
Gorgias is a customer support platform that’s specifically designed for e-commerce businesses. It’s a great product for what it does, but it’s not a good fit for most other types of businesses. And it’s priced at a premium.
I have a few e-commerce companies in my portfolio that use Gorgias, and they love it. But I’ve also talked to other founders who have tried to use it for their SaaS or mobile app businesses, and it just didn’t work for them.
What to use instead: If you’re an e-commerce business, then Gorgias is a great option. But if you’re not, I think there are better options out there. Help Scout and Front are both great all-in-one platforms that are more flexible and can be used for any type of business.
9. Gladly
Gladly is a customer support platform that’s focused on providing a more personalized and human experience. It’s a great idea, but I think the execution is a bit lacking. The product is a bit clunky, and it’s priced at a premium.
I did a demo of Gladly a while back, and I was not impressed. The interface was confusing, and the feature set was not as rich as some of the other tools on this list. I also thought the pricing was a bit steep.
What to use instead: If you’re looking for a customer support platform that’s focused on providing a more personalized and human experience, I think Help Scout is a better option. It’s a more mature product with a richer feature set, and it’s a lot cheaper.
10. Kustomer
Kustomer is another customer support platform that’s focused on providing a more personalized and human experience. It’s a great product, but it’s also one of the most expensive tools on this list. The pricing starts at $89 per user per month, which is just not affordable for most startups.
I have a few later-stage companies in my portfolio that use Kustomer, and they love it. But I would not recommend it for early-stage startups. It’s just too expensive.
What to use instead: If you’re an early-stage startup, I think Help Scout or Front are better options. They’re both a lot cheaper and have all the features you need.
11. Re:amaze
Re:amaze is a customer support platform that’s designed for small businesses. It’s a solid product, but I think it’s a bit overrated. The interface is a bit dated, and the feature set is not as rich as some of the other tools on this list.
I’ve never used Re:amaze myself, but I’ve heard mixed reviews from other founders. Some people love it, but others find it to be a clunky and frustrating experience.
What to use instead: If you’re a small business, I think Help Scout or Front are better options. They’re both more modern, easier to use, and have a richer feature set.
12. Dixa
Dixa is a customer support platform that’s focused on providing a more conversational and human experience. It’s a great idea, but I think the execution is a bit lacking. The product is a bit clunky, and it’s priced at a premium.
I did a demo of Dixa a while back, and I was not impressed. The interface was confusing, and the feature set was not as rich as some of the other tools on this list. I also thought the pricing was a bit steep.
What to use instead: If you’re looking for a customer support platform that’s focused on providing a more conversational and human experience, I think Help Scout is a better option. It’s a more mature product with a richer feature set, and it’s a lot cheaper.
13. UJET
UJET is a customer support platform that’s focused on providing a more modern and mobile-first experience. It’s a great idea, but I think the execution is a bit lacking. The product is a bit clunky, and it’s priced at a premium.
I did a demo of UJET a while back, and I was not impressed. The interface was confusing, and the feature set was not as rich as some of the other tools on this list. I also thought the pricing was a bit steep.
What to use instead: If you’re looking for a customer support platform that’s focused on providing a more modern and mobile-first experience, I think Help Scout is a better option. It’s a more mature product with a richer feature set, and it’s a lot cheaper.
14. Tidio
Tidio is a live chat tool that’s designed for small businesses. It’s a solid product, but I think it’s a bit overrated. The free plan is very limited, and the paid plans are a bit expensive for what you get.
I used Tidio for a short time at one of my portfolio companies, and it was fine. It did the job, but it didn’t wow me. We ended up switching to Tawk.to after a few months.
What to use instead: If you’re looking for a free live chat tool, I think Tawk.to is a better option. It’s a more mature product with a richer feature set. If you’re willing to pay, I think Crisp is a better option. It’s an all-in-one platform that includes live chat, email, and a CRM.
15. Drift
Drift is a conversational marketing platform that’s designed to help you generate more leads and sales. It’s a great product for what it does, but it’s not a customer support tool. And it’s priced at a premium.
I’ve seen a lot of startups try to use Drift for customer support, and it’s always a disaster. It’s just not designed for it. The ticketing system is a joke, and the reporting is non-existent.
What to use instead: If you’re looking for a conversational marketing platform, then Drift is a great option. But if you’re looking for a customer support tool, you need to look elsewhere. Help Scout and Front are both great all-in-one platforms that are more flexible and can be used for any type of business.
What Actually Works
So, what should you use instead? Here are a few of my favorite customer support tools that actually work.
Help Scout: This is my go-to recommendation for most startups. It’s a simple, no-bullshit shared inbox tool that’s easy to use and affordable. It has all the features you actually need, and none of the bloat. I’ve used it at multiple companies, and I’ve always been happy with it.
Front: This is another great shared inbox tool. It’s a bit more powerful than Help Scout, and it has a few more features. It’s a great option if you need a bit more power and flexibility.
Crisp: This is a great all-in-one platform that includes live chat, email, and a CRM. It’s a great option if you’re looking for a single tool to handle all of your customer communication.
Tawk.to: This is a free live chat tool that’s surprisingly good. It’s a great option if you’re on a budget.
Conclusion
Choosing the right customer support tool is a big decision. But it doesn’t have to be a complicated one. Don’t get suckered in by the hype. Don’t get locked into a long-term contract for a tool you don’t need. And don’t be afraid to switch if a tool isn’t working for you.
The best customer support tool is the one that your team actually uses. So, find a tool that’s easy to use, affordable, and has the features you actually need. And then get back to what really matters: talking to your customers.
Frequently Asked Questions
Are these recommendations still relevant in 2026?
Absolutely. While specific tools and tactics change, the underlying principles remain consistent. I update my thinking regularly based on what I'm seeing in the market and across my portfolio companies.
How were these items selected?
Each item on this list comes from direct experience, either from building my own companies or from patterns I've observed across the 200+ startups I've invested in. I prioritize practical, actionable items over theoretical concepts.
Can I implement all of these at once?
I'd strongly recommend against it. Pick the 2-3 items that resonate most with your current situation and focus there. Trying to do everything simultaneously is a recipe for doing nothing well.
Which item on this list has the highest impact?
It depends on your stage and context, but in my experience, the items near the top of the list tend to have the broadest applicability. That said, sometimes the less obvious items create the biggest breakthroughs for specific situations.