Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?

By : fainalind | 0 Comments | On : junio 26, 2024 | Category : AI Chatbot News

Zendesk vs Intercom: A comprehensive comparison guide

Next is the Reporting section, where you will get detailed snapshots of ticketing, agents, customers, self-service, and more. Last button on the bottom left corner will take you to your settings where you’ll find all the fine-grained controls for your account. While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities.

The dashboard’s left-hand column organizes and sorts all tickets by urgency. When an agent clicks on a conversation, the full conversation history populates the middle screen. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about.

Zendesk vs Intercom

It allows you to chat with visitors on your website and convert them into customers. It allows you to anticipate customers questions and offer help when and where they need it. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Zendesk also has solutions for small to mid-sized companies as well. The trigger feature reduces cart abandonment and increases conversions.

If you’re code savvy and you’re really tied to a particular web service there is an API available for creating integrations. Your account settings can be accessed from the top right of you screen. All you conversations and team members can be accessed from the top left of the screen.

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience.

The Verdict: Intercom vs Zendesk – Which Is the Best CRM Solution?

Pricing for both services varies based on the specific needs and scale of your business. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments.

Customers can search the help center by query keywords and sort through articles in 40 languages. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.

Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance. A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business.

Intercom is a customer relationship management and messaging tool for web businesses. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. Therefore, to gauge if your chosen help desk is effective or not, you use analytics.

Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software.

You can foun additiona information about ai customer service and artificial intelligence and NLP. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard. Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. It delivers a multi-channel support system with customer service automation.

This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.

The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible.

You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services.

Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. zendesk vs. intercom After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools. They have great quality of support, good training material, and they still keep releasing.

• Although you cannot be with your customers all the time in real-time, through Desku’s live chatting, you can actually have their back.
• Intercom stands out here due to its ability  to tailor sales workflows.
• In contrast, Zendesk primarily relies on a knowledge base, housing articles, FAQs, and self-help resources.
• Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

This can make it more difficult to import CRM data and obtain complete context from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. In a nutshell, none of the customer support software companies provide decent assistance for users.

Zendesk has been ruling the market for ages due to its multi-communication and ticketing system. Whether it’s about communicating via phone, email, or social media, Zendesk will always stay upfront. Both the platforms have the knowledge base feature, and in my opinion, both of them are becoming winners. Though expensive and quality are synonymous in some worlds, such a principle cannot define Desku where it stands out as one of such affordable companies. However, competitive pricing is a promise and not a compromise to make decent customer support accessible for all. If your company is looking for customer support software, you have likely heard of Intercom and Zendesk.

Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Whether Zendesk can fully replace Intercom depends on your specific customer support and engagement requirements. It’s where customers ask the questions that may result in the largest sales in your company’s history.

Some of the links that appear on the website are from software companies from which CRM.org receives compensation. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation.

It’s well-suited for organizations aiming to enhance customer engagement through real-time communication. It’s an invaluable tool for businesses aiming to enhance customer satisfaction, increase conversions, and build lasting relationships. The comparison of whether Intercom is better than Zendesk depends on your specific customer support and engagement needs and objectives.

Depending on the seat type (subscription plan), users get access to different features. For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans. Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages.

For any help desk software to succeed, the dashboard interface is extremely crucial. Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. It has very limited customization options in comparison to its competitors. Inside a ticket, the workspace center console displays the ticket’s conversation.

Zendesk vs Intercom for pricing

Intercom and Zendesk, two of the most popular customer service platforms have gained popularity and unique clientele for themselves since their launch. While both are customer-centric, it is worth mentioning that when we dig even a little deeper, the differences and similarities become quite apparent, even to a casual observer. The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect. Zendesk is renowned for its comprehensive toolset that aids in automating customer service workflows and fine-tuning chatbot interactions. Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support.

HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.

Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities. If you seek a comprehensive customer support solution with a strong emphasis on traditional ticketing, Zendesk is a solid choice, particularly for smaller to mid-sized businesses.

On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads. Both solutions provide a campaign tool, live chat, and a knowledge base. We will compare those customer service solutions in terms of functionality and price. While Zendesk offers a comprehensive set of features, other platforms may excel in certain areas or provide more tailored solutions that align better with your customer support strategy and objectives.

Zendesk Sunshine is a separate feature set that focuses on unified customer views. The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. Ticket routing helps to send the ticket to the best support team agent. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn.

As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. Efficiently manage customer inquiries and empower customers to find answers independently. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features.

• To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy.
• There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc.
• In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times.
• Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.
• Learn how top CX leaders are scaling personalized customer service at their companies.
• Besides, the prices differ depending on the company’s size and specific needs.

Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.

This makes it a great choice for businesses that want to provide their customers with a more personal experience. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams.

Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. Zendesk lets you chat with customers through email, chat, social media, or phone.

Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. Advanced workflows are useful to customer service teams because they automate processes that make it easier for agents to provide great customer service. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology.

So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms.

In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now.

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