Intercom vs Zendesk: Which Is Better?

zendesk vs. intercom

Another great feature is the ability to better route and qualify leads. With this tool, you can automate your lead routing so that it ends up with the right sales rep. 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.

Groove has put together an informative review of both brands to highlight the similarities and differences to allow you to make the right choice. Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help. Our mission is to break apart what CRM is and means.Here we discuss anything that helps create more meaningful lasting work relationships.

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Zendesk gives users access to customer insights like CSAT ratings, NPS scores, as well as a tool that makes predictions about customer satisfaction. Users also have access to an omnichannel dashboard feature, which provides an overview of channel stats like ticket volume, pending items, active chats, and more. Additionally, users can track key success factors like agent productivity, wait times, and more–tying efforts to satisfaction.

zendesk vs. intercom

If you’re looking for a powerful but affordable customer support solution, AzureDesk is worth considering. In addition, it provides powerful analytics so that you can measure the effectiveness of your customer service efforts and identify areas for improvement. All in all, HubSpot Service Hub is an ideal alternative for businesses looking for a reliable and efficient way to manage their customer service needs. Our Smart AI Features help to increase efficiency and help to balance between business and Customer Support and Growing Business. Unify Customer Queries from multiple platforms in one and never miss out on any customers. Self-Service smart features like AI-powered Knowledge Base help customers or visitors to first go through guidance before reaching out to your support team.

Intercom Articles Features

Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget. You can publish your knowledge base articles, divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. 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.

  • It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those.
  • Consolidate every part of the conversation –  including live chat, email, and SMS – in a single inbox.
  • Now let’s take a closer look at the features that make Zendesk an Intercom alternative.
  • This is because it comes with a free option, which is ideal for startups on a limited budget.
  • Like when they bought out the Zopim live chat and integrated it with their toolset.
  • The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.

Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. A frictionless, simple, and easy-to-use sales and marketing support IT solution. Freshdesk operates in a seamless and rapid approach that delights customers and employees. The ticketing system company initiates a speed execution with an intense customer focus strategy to equip modern SaaS solutions that solve multiple and complex business problems. Girish Mathrubootham and Shan Krishnasamy researched and discovered how businesses engage and realize value from software throughout their journeys.

Messaging and live chat

Without a doubt Zendesk is the most popular help desk sofware out there, this doesn’t mean that there is no competition. Using Zendesk if you have a small team would work fine, even tough . 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. The Zendesk Sell plan has the features you need to turn your website visitors into paying customers.

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.

Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans. Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use.

Best Zendesk Alternative Feature Match

Zoho Desk is a powerful Intercom alternative for sales-oriented teams. Finally, Qpien’s effective reporting features allow you to monitor the intensity of both customer traffic and support teams. In addition, Qpien brings together leading customer communication channels such as WhatsApp, Facebook, and Instagram. This way, businesses can manage all their communications from a single center.

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Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations.

Intercom and Zendesk Integration

The primary platform comes with live chat and is a great external support system. Whether you’re a small business or a large enterprise, Jitbit is a great alternative to Zendesk. With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions. Jitbit integrates with popular third-party applications like Slack and Salesforce so you can easily sync information between the two platforms. And their customer support is top-notch—you can always rely on their team of knowledgeable professionals to answer any questions or concerns.

zendesk vs. intercom

Zendesk’s customer support is also very fast, though their live chat is only available for registered users. What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team. You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. Plus, LiveChat’s support tool is slightly more robust, coming with reporting, ticketing solutions, routing rules, and more.

Direct to your Inbox

Thus, it leaves your team to solve more important customer requests. 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. It will really help you get up faster and understand the product deeper, and not waste time.

  • For instance, you can integrate Asana for project management, and integrate with Certainly for automated response and customer self-service.
  • Many businesses find Help Scout to be a complete customer service software that takes both the agent and customer experience into consideration.
  • As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place.
  • ActiveCampaign is difficult to learn on your own since it is so full featured.
  • The eligibility requirement for this program is also way easier than Intercom’s.
  • Make your data flow seamlessly between multiple environments in a few clicks.

Additionally, Freshdesk enables agents to collaborate with other agents through features such as Team Huddle, Shared Inbox and Ownership, etc. to efficiently solve customer problems. Moreover, Freshdesk supports multi-channel communication management, allowing agents to interact with customers via email, phone, social media, live chat and WhatsApp. Choosing the right customer service platform for your business is crucial to ensure efficient communication and support for your clients. The decision should be based on your specific use case, team size, budget, and desired features. This analysis aims to provide guidance in selecting the best alternative to Zendesk, based on various use cases.

Intercom or Zendesk: Voice and phone tools

The system allows every department to work collectively and send faster responses, organize messages across every channel easier, and maintain personal connections. Another key feature of HappyFox is that it enables companies to build a knowledge base that integrates with the software’s self-service functionality. With this, HappyFox’s self-service portal provides pertinent information rewarding a customer’s inquiries and can check information about the logistics of the issue. These platforms are examples of customer service software and are similar to Freshdesk alternatives, Help Scout alternatives, and Intercom alternatives. Similar to Intercom, Zendesk offers many customer service tools, including a help desk, chat, and marketing tools.

  • What makes Intercom stand out from Zendesk are its chatbots and product tours.
  • Collaboration tools enable agents to work together in resolving customer tickets and making sales.
  • Skyvia’s import supports all DML operations, including UPDATE and DELETE.
  • Truly omnichannel customer experiences are impossible to provide if every conversation is confined to a single platform.
  • It has a help center that notifies your team of new customer inquiries, requests, or issues.
  • In terms of pricing, Intercom is considered one of the hardest on your pocket.

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. 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.

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It has a help center that notifies your team of new customer inquiries, requests, or issues. You can collaborate and resolve customer issues all in one place with this plan. Some objects are easier to transfer than others, depending on how similar they are between Zendesk and Intercom.

zendesk vs. intercom

Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too. If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats. Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget.

What is cheaper than Zendesk?

The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). JitBit's cloud application does not overwhelm you with features.

The tool is great for both small and large teams because it is customizable to fit the needs of most businesses. One of the popular help desk and live support solutions, LiveChat is a powerful Intercom alternative with predictable pricing. Let’s look one more time at the main features Intercom and Zendesk offer, so we can leave you with the product that ultimately fits your business’ needs the best. The ability to communicate with customers 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.

zendesk vs. intercom

Can you use Intercom as a CRM?

Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.