Zendesk v s Intercom Comparison

zendesk vs intercom

Drift is a cloud-based platform specializing in conversational marketing features that help sales and marketing teams close more deals. Drift offers customizable chat playbooks, email automation, and access to conversation histories—all of which come together to help teams capture and convert more leads. Teams can also improve customer success by allowing them to help themselves. The platform allows users to create branded knowledge base content and use automated bots and self-serve support tickets to make things more convenient for the user.

zendesk vs intercom

We give the edge to Zendesk here, as it’s typically aimed for more complex environments. It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales. The result is that Zendesk generally wins on ratings when it comes to support capacity. 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.

Different Intercom & Zendesk Integration Scenarios

With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging.

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Once you login you’ll notice that the interface is pretty intuitive and easy to use. The Intercom Platform shows you who your customers are and what they do in your web or mobile app, for free. So here we will be comparing two most popular chatbot software Zendesk and Intercom. There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results.

Easy Social Media Tips To Energize Your Customer Base

This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. See how our customer service solutions bring ease to the customer experience. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. In a nutshell, none of the companies provide any decent customer support software.

What is the difference between page and Intercom?

Paging is a one-way communication through the phone system to the speakers on the Hosted Voice phones. Intercom is a two-way communication through the phone system using the speakerphone on the Hosted Voice phones.

For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. 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.

Why Zendesk is the best alternative to Intercom

Richpanel is another Zendesk alternative that is designed for eCommerce businesses. What this means is that, unlike Zendesk, Richpanel does not require you to cherry-pick customizations and features that suit you. Richpanel is built for eCommerce, so you can manage Omni channel support, repeat queries from customers, and offer a self-service portal.

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What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. 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. The ability to communicate with customers metadialog.com efficiently gives us the insights to find bugs, pain points, successes and feature requests at lightning speed. These SaaS tools are must haves to ensure a customer is successful while using your product; all while adding to your growth and achievement. What an honor to be a part of this process to choose between intercom and Zendesk – 2 fantastic products.

Pricing plans: Zendesk vs. Intercom

Shared inbox is a valuable tool for support teams to communicate. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them.

  • Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard.
  • You can even finagle some forecasting by sourcing every agent’s assigned leads.
  • Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software.
  • They also offer features that enhance collaboration amongst employees if you have a bigger team.
  • It shines in managing customer conversations and gathering user insights, making it an ideal choice for businesses focused on proactive engagement and customer success.
  • Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget.

Using this software, agents can provide customer support through Facebook, Twitter, email, phone, live chat, or text messages. Moreover, Groove allows multiple agents to work collectively on one support item as needed in real-time. Agents collaborating using Groove can do so using private internal means or customer-facing channels. Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software. Zoho Desk has many features, such as phone integration, chat, and shared inboxes. Though some features are limited to Zoho Desk’s most expensive plans, the platform offers many free features and great value.

Live Chat Features

Intercom also works as a mobile app, which makes this a solid choice for sales, service, and marketing teams that need to respond to leads on-the-go. You can group your users together based on who they are and what they do in your product. Use standard (data Intercom already has) or custom attributes (data that you send to Intercom) to build segments and track activity. Or, track users based on events (actions they take on your site or app). Data can be used to track customer success, identify qualified leads, and more. Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before.

zendesk vs intercom

Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category. If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone.

Zendesk’s Explore offers exceptional reporting features, but Intercom should still be adequate for most users

For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages. Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams.

Does Intercom have ticketing?

Tickets are fully integrated into the Intercom support solution. Tickets work in Inbox automation rules to route to the right team, update ticket states, and more. Inbox views can be set up for any team to monitor and manage their tickets.

The script will also need to be monitored and adjusted as needed during the transfer process. They will also offer support by email, but no telephone numbers are listed for reaching out to the team. Once you login into your account, a live chat popup is available if you have questions that need quick answers. Their support section is based on the Docs forum, where you can ask questions or read on related topics. The Intercom team will usually answer to all questions on this forum. If you need to have access to integrations right out the box, Zendesk is the big winner here.

Zendesk vs. Intercom: Sales Pipeline and Lead Nurturing Tools

The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

  • Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting.
  • Check out our list of unified communications providers for more information.
  • The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.
  • Drift is ideal for users that sell products with longer sales cycles and plan on using chatbots for multiple use cases–i.e.
  • Thus, it leaves your team to solve more important customer requests.
  • Fast-growing companies and established enterprises could pick Intercom or Zendesk, while small businesses would be better off with Chatra and JivoChat.

However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store. Zendesk Chat shows up as a chat bar docked at the bottom of your site. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget. The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options. But, if you just need a secure and quick data transfer, opt for Help Desk Migration.

zendesk vs intercom

What is the difference between Intercom and Zendesk?

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.