intercom vs zendesk

Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features.

intercom vs zendesk

Teams waste time, energy, and revenue opportunities when they don’t have what they need in one place. Front is built for collaboration at scale, so customers always get an authentic, thorough reply. As a freelancer, I don’t need all the integrations and support that Intercom provides. Zendesk, on the other hand, only has online support and a knowledge base. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience.

Zendesk Inbox Features

On the other hand, the platform integrates seamlessly with leading e-commerce software such as Shopify, Woocommerce, etc. Launched in 2011, Intercom is a leading software that helps teams improve customer engagement and provide active support to customers. From creating customer portals to integrating social media channels, Zoho Desk allows users to benefit from itself as an above-average help desk tool. However, Zoho’s case is an exception because it’s a bargain for the functions it offers.

Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about.

Built to last

The answer, as with most things in life, is that it depends on your specific needs and ultimate goals. Based on verified reviews from real users in the CRM Customer Engagement Center market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization. Based on verified reviews from real users in the Social Customer Service Applications market. Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting.

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ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more. Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place.

Reviews – Intercom vs Zendesk

Before you jump to any conclusions, we suggest you take a free trial to get a better look and feel of the product. Zendesk’s interface is not the most modern interface out there and appears quite outdated. While using Zendesk for more than a couple of hours, you can easily get tired and feel there is a lot of room for improvement.

intercom vs zendesk

Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced. 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. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. This is due to not only the price but the features included, such as Help Desk and the ability to manage incoming tickets.

What is the difference between Zendesk and Intercom?

Unlike the competitor, Jetdocs, they place limits on approval workflows and departments which make Jetdocs better if you are looking for a ticketing platform, if not then Live Agent is a solid platform. A front combines all of your channels into one “front” so you can access them all at once. They integrate well with various channels such as email, phone, Facebook, slack, etc making it an efficient platform. The pricing for Front however is not too far from Zendesk itself, starting at $50/mo/user. If your team is looking for a centralized customer support solution then Front is a great alternative to Zendesk.

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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. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. You pay a monthly fee for a product, and then there is – sorry – there’s a monthly fee for the product which is tied to actual people. For inbox, we have seats, so the idea of how many people can respond to the messages, or how many people can be on the chat.

Why we built an AI-powered live chat alternative to Intercom and other existing solutions

While Zendesk and Freshdesk are known in the customer service industry, it’s also good to know that other alternatives are worth considering. For example, Customerly, the product we build, is an advanced behavioral messaging platform and an exciting option to consider. Live chat is one of the most important tools in an omnichannel marketing strategy.

It has similar features to the Intercom and can be considered an affordable Intercom alternative. In this article, we compared the best Intercom alternative software in terms of features and prices. We plan to help you decide on the best software for your business. With Skyvia you can integrate Intercom with Zendesk in a number of ways. If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import. For loading data in both directions, Skyvia offers powerful data synchronization.

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.

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