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Zendesk Chat vs Intercom Which One Should You Use?

Zendesk vs Intercom: In-Depth Features & Price Comparison

zendesk chat vs intercom

Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. 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.

We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.

By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.

There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability. There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone. Intercom has a full suite of email marketing tools, although they are part of a pricier package.

zendesk chat vs intercom

Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. Intercom is second to none when it comes to providing great customer service, particularly in terms of proactive contact and the customisation of in-app experiences.

Zendesk:

For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. In a nutshell, none of the customer support software companies provide decent assistance for users. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success.

  • Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things.
  • HelpScout, Freshdesk, Drift, and LiveChat are some other popular choices.
  • Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.
  • It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues.

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. 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.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. To begin, both platforms have large knowledge bases that cover a lot of different topics and commonly asked questions. These tools are like self-help books; they let people solve common problems on their own.

While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

Zendesk vs. Intercom

You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.

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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. While on one hand, you have to scroll through multiple comparison websites, online reviews, etc. On the other hand, you need to be careful about the various needs and requirements of your support team. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support.

Introducing Zendesk and Intercom

One of these steps is putting in place two-factor authentication (2FA). With this extra layer of security, users must show two forms of ID before they can access their accounts. This makes it even harder for people who aren’t supposed to be there to get in. Secure Sockets Layer (SSL) encryption is used by Intercom, a zendesk chat vs intercom customer communication tool, to keep data sent between users and the platform safe. SSL encryption is a standard form of security that creates a safe and encrypted connection between a user’s computer and the Intercom servers. This keeps any data sent private and stops people from getting to it without permission.

This means the company is still working out some kinks and operating with limited capabilities. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. 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.

zendesk chat vs intercom

Having more connectors accessible gives organizations the flexibility to select software that meets their specific needs. The platform is evolving from a platform for engaging with consumers to a tool that assists you in automating every element of your daily routine. It’s clear that both of these tools are designed for different use cases. Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. Zendesk is a customer service platform that allows you to communicate with customers via any channel. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience.

Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly. With CSAT and NPS surveys you can monitor and improve your customer experience.

Popular Zendesk Chat Alternatives

Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide.

Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started. Advanced workflows are useful to customer service teams because they automate processes that make it easier for agents to provide great customer service. The cheapest plan for small businesses – Starter – costs $89 monthly, including 2 seats and 1,000 people reached/mo.

When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included. Intercom isn’t as great with sales, but it allows for better communication. With Intercom, you can keep track of your customers and what they do on your website in real time.

Intercom vs Zendesk: Use Cases and Scenarios

In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities. If you seek a comprehensive customer support solution with a strong emphasis on traditional ticketing, Zendesk is a solid choice, particularly for smaller to mid-sized businesses. Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. Streamline support processes with Intercom’s ticketing system and knowledge base.

Intercom’s help center allows you to create and publish engaging articles around help topics. You can use its editor to effortlessly add images, videos, and call-to-action-buttons, wherever necessary. Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes. Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool.

zendesk chat vs intercom

They have a dedicated help section that provides instructions on how to set up and effectively use Intercom. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. 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. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.

However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options. This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison.

The extensive automation and robust ticketing operations that Zendesk offers are among the numerous capabilities that the company possesses. Intercom’s pricing can be divided into basic messaging and messaging with automation. For businesses looking for basic chat and messaging features, Intercom charges a flat fee of $59 per month for its Start plan with one user and $119 per month for its Grow plan with up to 5 users.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Yes, both Intercom and Zendesk let you try out some of their tools for free before you decide to pay for the full version. Community boards make the support ecosystem even better by creating a place where people can work together and share their experiences, tips, and ask for help from their peers. These forums are helpful for fixing problems and learning from other people’s mistakes. Zendesk offers Chat as an add-on if purchasing support only, but they also come included in the Zendesk Suite. 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.

zendesk chat vs intercom

While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. 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. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data.

When selecting the right Customer Support Software for your business it is recommended that you compare the functions, costs, along with other important information concerning the product and vendor. Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Zendesk, on the other hand, has revamped its security since its security breach in 2016. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion.

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Even though Zendesk’s site does not clearly specify the duration of the free trial, other web resources state that it lasts for 30 days, which is twice as long as Intercom’s free trial. Intercom does not have a built-in call center solution, but you can integrate Intercom with other call center software. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan.

It divides all articles into a few main topics so you can quickly find the one you’re looking for. It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics.

zendesk chat vs intercom

When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. That being said the customer support for both Zendesk and Intercom is lacking. Whatever you think of Intercom’s design and general user experience, you can’t deny that it outperforms all of its competitors. Everything, from the tools to the website, reflects their meticulous attention to detail. When it comes to the design and simplicity of the software for customer use, Zendesk’s interface is somewhat antiquated and cluttered, especially when it comes to customizing the chat widget. It can be classified as a chatbox for average users, just like the ones found on a variety of websites.

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