Intercom vs Zendesk: Which Is Better?

You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. With Zendesk, you can easily sort or filter your tickets using parameters such as date, ticket priority, tags, source, and more. Now, when it comes to customizing your dashboard and making it suitable for your unique needs, Zendesk does a good job.

She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time. Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history.

Zendesk vs. Freshdesk: Integrations

With Intercom, it is self-explanatory where customers need to address their queries. There is a blue chat box in the right-hand corner of our software where customers pop in their queries. Once customers send their questions, the team members linked to customer support at Hire-Hive are notified via email. Intercom software is simple, personal, Intuitive, and Informative.

• You can also create a product tour guide to help new customers understand your product.
• The pricing for Front however is not too far from Zendesk itself, starting at $50/mo/user.
• Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide.
• Hiver is ideal for small teams and was created to serve as the first helpdesk for Google Workspace.
• So we have the basic product, 100k users for 100 a month, and a premium option which is their enterprise option.
• It allows you to anticipate customers questions and offer help when and where they need it.

Although many standard features are included within Zendesk’s plans, some hidden fees might arise anytime due to its lack of out-of-box features that should’ve been included in the first place. As of 2023, it’s quite possible to say that there are only two words that keep the customers coming, customer experience. Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork.

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Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation.

It’s highly customizable, too, so you can adjust it according to your website or product’s style. Also, their in-app messaging functionality is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. The Intercom versus Zendesk conundrum is probably the greatest problem in the world of customer support tools. They both offer some state-of-the-art core functionality and numerous unusual features. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom.

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Zendesk’s strength lies in its scalability, making it an excellent choice for larger organizations with complex support needs. However, the plethora of features may overwhelm smaller businesses looking for a simpler solution. HubSpot Service Hub is a comprehensive customer service platform designed to help you provide exceptional customer experiences. It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries. With HubSpot Service Hub, you can also customize the look and feel of your customer support page to match your brand for a professional touch.

Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. This site does not include all companies or all available Vendors.

It’s time to have real conversations with your customers

The software is effective for helping teams provide empathetic and quick customer service through Gmail. Users can easily manage, assign, or collaborate on customer issues while also taking advantage of automation and advanced analytics from Gmail. Both platforms share integration features, a knowledge base, a shared inbox, and automation capabilities.

And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away. There’s the cheapest plan for small businesses – Starter – that cost $74 per month and will include 1 seat and 1,000 people reached/mo. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing.

Intercom:

They may be utilized to alert consumers about product updates, provide assistance, and promote specials that are relevant to them. Zendesk’s dashboard ties together your customer interactions from every possible channel. This makes it easy for agents to manage requests and communicate metadialog.com with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team. We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company.

Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget. When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. Don’t worry; we’ve analyzed both the products thoroughly for you. After this live chat software comparison, you’ll get a better picture of what’s better for your business.

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

You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now. If you create a new chat with the team, land on a page with no widget, and go back in the browser for some reason, your chat will go puff. When Zendesk emerged, it was seen as a strongly functional provider with many features, whereas Freshdesk was a more economical substitute created in response to rising Zendesk prices.

If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. It’s modern, it’s smooth, it looks great and it has so many advanced features. I’m pretty sure it’s a benchmark for other chat widgets out there. And that’s really it, that’s how we tend to build comparison charts internally. So we have the basic product, 100k users for 100 a month, and a premium option which is their enterprise option.

An All-on-one CRM Platform for a Better Customer Experience

Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. Let us kickstart the comparison with our first parameter- types of users. This section will help us understand whether the software is made for your business or not.

• Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators.
• It’s very unlikely that this sophisticated tool will disappoint you.
• The integrations mentioned above allow you to see and edit order details and process refunds right through the help desk, thus saving you time.
• Because Intercom started as a live chat service, its messenger functionality is very robust.
• Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom.
• They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business.

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. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles.

So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them. That will take some implementation work, but if you really want SMS, that’ll be the way to do it. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance. There is also integration with project management tools such as Jira, Slack, Mailchimp, etc. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data. Migrating from one platform to another can be a complicated and time-consuming process, especially if you have a lot of data and customizations in your Zendesk account.