Sample decision
Customer Support Platform
What we're deciding
Support response times slipped to 36 hours and CSAT dropped. We need a modern platform before Q3 to reduce backlog and improve customer trust.
Goal: Cut median response time to <8 hours and improve CSAT by 10 points.
Options
7 votes castZendesk
4 votes (57%)
Pricing
$55k/year (30 seats)
Time to value
4–6 weeks
Integration fit
Native Salesforce & Slack
Security
SOC 2 Type II, SSO
Pros
Mature workflows, large ecosystem, strong reporting
Cons
Higher cost, complex setup
Intercom
2 votes (29%)
Pricing
$48k/year + usage
Time to value
3–4 weeks
Integration fit
Slack native, Salesforce via middleware
Security
SOC 2 Type II
Pros
Fast setup, strong messaging
Cons
Usage-based pricing risk
Freshdesk
1 vote (14%)
Pricing
$32k/year
Time to value
2–3 weeks
Integration fit
Basic Salesforce, Slack via Zapier
Security
SOC 2 in progress
Pros
Lowest cost, simple admin
Cons
Weaker analytics, limited enterprise features
What matters
General discussion
No comments yet.
Votes (7)
Proceed with Zendesk
Best integration fit and compliance readiness. Cost premium accepted due to SLA requirements.
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