Intercom vs Zendesk What are the differences?

One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible. For businesses looking for a comprehensive customer service and support tool, Zendesk reigns supreme.

• With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service.
• Zendesk’s dashboard ties together your customer interactions from every possible channel.
• They have a dedicated help section that provides instructions on how to set up and effectively use Intercom.
• 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.

Resolve complex issues more efficiently with tickets designed to keep the conversation going. You don’t have to pay per contact on your database, and you there are many free features you can use. Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours.

Top 10 Intercom Alternatives for Amazing Customer Support

Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications.

MParticle is a Customer Data Platform offering plug-and-play Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series.

New Tech: Conversation Automation Technology For B2B Sales

While both tools offer top-of-field feature sets that can simplify your customer support processes dramatically, identifying which is right for you can take time and effort. Zendesk Suite includes all features for email, live chat, voice, and social media support. There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). Moreover, your customer service operators can anticipate what a visitor or customer is going to type next and accordingly transfer chats to relevant members to reduce the resolution time. You can add individual operator greetings, create canned responses, and engage potential leads by giving them product tours. In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools.

After this live chat software comparison, you’ll get a better picture of what’s better for your business. We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

FreshDesk is a SaaS customer messaging software that allows small and large businesses to provide stellar customer support services. Depending on the plan, it can even be free for a lifetime for any number of agents. The creators of LiveChat said that they specifically designed this bot to provide fantastic customer service for a price that anyone can afford. It integrates with over 100 SaaS solutions and services thousands of businesses all over the world. The LiveChat platform handles hundreds of millions of chats each year—hence why LiveChat is one of the top providers of customer service solutions today. The chat automation features available with Intercom are helpful for your support team and help your customer conversations stand out from the crowd.

Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. 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. When it comes to which company is the better fit for your business, there’s no clear answer.

If you’re looking for automation, plans can become quite expensive depending on the level of automation you require. Zendesk is your best bet if you’re looking for a virtual call center solution, and you won’t be disappointed with the fully functional support platform that it offers. But if you’re already using Intercom, then you can use a compatible integration in order to meet your needs. Their intuitive text editor makes it easy to create new articles, organize them into categories, and customize your knowledge base to match your brand.

Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering.

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. This is especially helpful for smaller businesses that may not need a lot of features. One of the things that sets Zendesk apart from other customer service software providers is its focus on design.

Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. 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. Our Messenger supports customers when it’s most effective—the moment they need help in your product.

Advanced workflows are useful to customer service teams because they automate processes that make it easier for agents to provide great customer service. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice. Its self-service platform lets you automate workflows, measure success metrics, and manage SLAs, which allows you to stay on top of your customer support strategy.

FreshDesk Messaging

It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. In this detailed comparison, we’ll explore the features and characteristics of Intercom and Zendesk, highlighting each of their unique capabilities, so you can identify the right solution for your needs. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs.

Zendesk’s dashboard ties together your customer interactions from every possible channel. This makes it easy for agents to manage requests and communicate with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team.

Intercom combines advanced AI with human assistance to deliver efficient support, at scale. Our complete platform keeps your customers satisfied, your operational costs low, and service teams happy. Winner — Intercom edges out Zendesk here due mainly to its customizable workflow capabilities. Support requests are managed as ongoing conversations rather than tickets which are shared via a unified inbox allowing multiple team members to share knowledge and solutions. Founded in 2011, Intercom has quickly become one of the most versatile and comprehensive customer support tools on the market and they are showing no signs of slowing down.

At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs.

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