Who Is the Winner in This Zendesk vs Intercom Showdown?

Get to a resolution faster by switching to voice calls and share your screen – without switching to another platform. To get started with Zendesk, you should start with their Enterprise free trial. This is done to ensure you’re comfortable using Zendesk, but also in part to try to get you to stay with their Enterprise package. If you can afford it, Intercom is the first thing you should try out. It’s very unlikely that this sophisticated tool will disappoint you. This is why HubSpot makes sense as an Intercom alternative for large brands who are already familiar with or using other aspects of this tool.

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. There’s the most basic package, called the Essential, which is $87/month. If you upgrade to the Pro package for $153/month, you get everything in the Essential Package, plus other features like more integrations, automating meetings, and custom lead routing.

Is Zendesk better than Intercom? Our final points

ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat. This can help support agents to help customers through complex issues that simply don’t translate well via live chat. It also provides customers with yet another way to reach your company based on their support preferences.

You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). 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.

Intercom vs Facebook Chat

His primary objective was to deliver high-quality content that was actionable and fun to read. His interests revolved around AI technology and chatbot development. You can definitely get more bang for your buck with some cheaper alternatives to Intercom. Some of the “we run on Intercom” companies include popular brands like Udemy, Loom, Unity, Zeplin, or Atlassian.

• According to its website, Drift’s main goal is revenue acceleration.
• ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful.
• Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support.
• Plus, LiveChat’s support tool is slightly more robust, coming with reporting, ticketing solutions, routing rules, and more.
• The platform’s modules include chat support, call center solutions, help desk applications, and knowledge base, so you’ll cover all the bases of efficient customer services.
• As well as Intercom, it allows sharing of private notes with other support agents.

Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves. However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar metadialog.com record. 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.

Zendesk Chat vs Intercom – Integration Capabilities

And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize. Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.

Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people. But it’s designed so well that you really enjoy staying in their inbox and communicating with customers.

Zendesk or Intercom: Mobile apps

With industry-leading automation, your team can cut resolution time by 44%. Check out which Intercom alternatives offer better value for money and will suit your business needs. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Though the Intercom chat window says that their team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. You can see their attention to detail in everything — from tools to the website. And there’s still no way to know how much you’re going to pay for them, since the prices are only revealed after you go through a few sales demos with the Intercom team.

It includes such common features as live chat, auto messages, pop-ups and Knowledge Centre as one of the extensive alternatives to Intercom. Regarding customer support, both systems have a range of features, including a customer-facing knowledge base, a community forum, and live chat. Both platforms allow you to contact their support team via email or phone.

Intercom pros

Gist is a powerful customer engagement platform that helps you engage with customers in meaningful ways. Whether it’s through automated conversations, one-on-one interactions, or multi-channel messaging, Gist has you covered. Plus, its intuitive user interface and comprehensive analytics help you track customer interactions and gain valuable insights into their behavior.

The best Customer Support Software is a product that can deal with your company’s unique requirements. It is possible to identify which alternative is best suited for your company if you review different products before you decide which one is the best. Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in.

Top Userlane Alternatives and Competitors for Better Interactive Guides (Free and Paid)

Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works. To create help articles, you can choose a template or create one from scratch, customize the template, import files or docs, and publish within minutes. Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%. You can even create an internal knowledge base to keep your agents well-trained and ready to delight customers. However, with Zendesk, agents can gain relevant context by viewing a customer’s profile and past interactions. Moreover, features such as typing indicators, delivery events, and rich message types like emojis, GIFs, etc. can give life to any conversation.

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. 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).

Zendesk Chat Pricing & Cost

Yes, you heard it right, Jetdocs does not feature block users or place limitations, or make you buy extra add-ons to access core features. All the features Jetdocs has is accessible to all the premium members without any segregation. If you’re looking for an Intercom alternative specifically designed for ecommerce platforms such as Magento or Shopify, Gorgias is among the best Shopify chat apps.

On the other hand, you need to be careful about the various needs and requirements of your support team. 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).

• LiveAgent is an all-in-one customer service platform that makes it easy to manage customer interactions.
• In addition, tools such as SLA management, self-service, automation, and artificial intelligence provide solutions to businesses.
• 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).
• It is frustrating for customers who need immediate support; hence why they often seek other Zendesk competitors.
• After this live chat software comparison, you’ll get a better picture of what’s better for your business.
• Team package starts at $14 per agent per month and includes unlimited chats, a few triggers, and some additional customization options.

You know how Gmail updates automatically whenever a new email comes in? Enchant not only does this, but

everything about a customer request automatically updates in real time for everybody that’s logged in to the system. This is especially important in a collaborative environment where team members can pass requests to each

other or even work on the same request together.

• Let us kickstart the comparison with our first parameter- types of users.
• On the other hand, if you are looking for a feature-rich tool that comes at less than half the cost of Zendesk and Intercom, then ProProfs can be your ideal support partner.
• 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.
• In addition, the platform integrates with more than 600 applications in the Freshworks ecosystem.
• UserGuiding is not a customer service tool like Intercom or Hubspot.
• Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.

Feedback from prospects and customers is crucial for any business operating today. Drift’s live chat tool allows businesses to set appointments, answer questions, share help center articles and videos, send pricing information, and more. If your team has fallen behind on its customer support goals, a quickstart tool like Tidio can be a great solution. It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more. Plus, LiveChat’s support tool is slightly more robust, coming with reporting, ticketing solutions, routing rules, and more. Its live chat tool has a lot to offer as well, from automation and canned responses to chat transfers and personalization.