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Intercom vs Zendesk Why HubSpot is the Best Alternative


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Zendesk Vs Intercom: Discovering The Perfect Helpdesk Match!

zendesk vs intercom
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With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories. By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you. Intercom’s Inbox organizes all of an agent’s core functions into one interface. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls.

The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. 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.

Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to.

Intercom VS. Zendesk: Which Live Chat Software is the Best?

Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. Customers rated Intercom 4.4 on G2 Crowd, while Zendesk scored 4.3. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. You can foun additiona information about ai customer service and artificial intelligence and NLP. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company.

  • However, customers should keep in mind that Intercom does not offer voice.
  • It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day.
  • We hope this list has provided you with a better grasp of each platform and its features.
  • Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data.

Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. Zendesk directly competes with Intercom when it comes to integrations. 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.

The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget.

In order to obtain an idea of the financial consequences that will be incurred by your team as well as the predicted number of clients, it is essential to compare their plans in a meticulous manner. There is also an opinion that Zendesk’s interface and design are slightly less convenient in comparison to Intercom’s, which provides a more streamlined user interface. In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free). Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes. Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job.

Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication.

Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc.

Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services.

Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan.

And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. On the other hand, it’s nearly impossible to foresee how much Intercom will cost at the end of the day. They charge for agent seats and connections, don’t disclose their prices, and package add-ons at a premium. Although the Intercom chat window claims that their team responds within a few hours, user reviews have stated that they had to wait for a few days. Intercom is the clear victor in terms of user experience, leaving all of its competitors in the dust.

When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities. Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. Messagely’s live chat platform is smooth, effective, and easy to set up.

Top 10 Internal Communication Tools For 2024

Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. After this live zendesk vs intercom chat software comparison, you’ll get a better picture of what’s better for your business. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users. However, additional costs for advanced features can quickly increase the total expense.

Has a bot that suggests relevant articles to customers who have questions. A messenger platform that helps engage customers on your website or app. It provides bots and chats automation features to make communication with clients more efficient. What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team. You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers.

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. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. At the same time, they both provide great and easy user onboarding. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform.

The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. Zendesk wins the self-service tools category because it provides extensive help center customization options. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback.

zendesk vs intercom
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Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover.

They both offer some state-of-the-art core functionality and numerous unusual features. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. 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. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom.

Let’s dive in and dissect the two, based on an in-depth trial 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. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.

If you’re a really small business or a startup, you can benefit big time from such free tools. A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer support. Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform.

Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace.

Zendesk also offers proactive chat functionality to its user base. It enables them to engage with visitors who are genuinely interested in their services. You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.

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Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

“Support Customers” (Inbox + Articles)

Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.

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Let’s examine and compare how each platform addresses these crucial areas to ensure effective support operations and data protection. Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction. Intercom’s help center, while not as customizable, still provides a user-friendly platform for content creation, helping customers self-serve their queries effectively. 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. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support.

It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either. Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones.

Additional payment per active user or seat depends on a chosen service and a plan. Intercom does not have a built-in call center solution, but you can integrate Intercom with other call center software. Honestly, when it comes to Zendesk, it is not the most modern tool out there. Zendesk also provides automation features, but they aren’t as extensive as Intercom’s. Some of the links that appear on the website are from software companies from which CRM.org receives compensation.

Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. It can team up with tools like Salesforce and Slack, so everything runs smoothly. Intercom wins the automation round due to its extensive range of automation features. Although it’s a close call, Zendesk’s responsive and sleek interface gives it an edge in the messaging category. The Zendesk marketplace is also where you can get a lot of great add-ons.

zendesk vs intercom
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There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources.

zendesk vs intercom
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Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. 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. 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. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted.

There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly. The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues.

However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences. Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy.

Intercom’s large series of bots obviously run on automations as well. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.

zendesk vs intercom
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It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​.

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. 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. Let’s explore these unique offerings and see how they can benefit your business.

With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site. In short, Zendesk is perfect for large companies looking to streamline their customer support process; Intercom is great for smaller companies looking for advanced customer service features. Zendesk chat allows you to talk with your visitors in real time through a small chat bar at the bottom of your site. When visitors click on it, they’ll be directed to one of your customer service teammates.

Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes.

If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.

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