Zendesk vs Intercom: Which is better? 2023

Intercom vs Zendesk Why HubSpot is the Best Zendesk Alternative

intercom vs. zendesk

Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Zendesk has over 160,000 customers, including some well-known https://www.metadialog.com/ brands like Siemens, Uber and Instacart. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience.

Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools.

Popular Intercom App Integrations

Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.

  • So Zendesk takes the edge when it comes to customer support, but at the end of the day, you will receive great support from either option.
  • 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.
  • Zendesk supports teams that can then field these issues from a nice unified dashboard.
  • Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies.
  • On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate.

With over 21 million Ada-powered ecommerce interactions between October and December 2021, we’ve identified some key patterns that will help brands understand what customers need most. While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an affordable price. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions.

See which Zendesk plan works best for you.

This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process.

However, it is important to remember that either of the apps may not perfectly fit your needs. In such cases, it is a good idea to choose the best fit and then maximize its functionality using integration with other useful applications. There are a lot of Zendesk integrations covering 1,000 apps in over 15 categories on the Zendesk Marketplace. Users and potential customers can easily find and integrate their favorite third-party apps with standard features such as sorting, filtering, and searching. You have a chance to create new articles in a simple, intuitive WYSIWYG text editor, divide them into categories and sections, and customize them with your custom themes. The offers that appear on the website are from software companies from which CRM.org receives compensation.

Intercom vs Zendesk: Which One is Right for Your Business?

These include scalability, conversational insights, and open integrations. This is because it can deliver value at every stage of the customer lifecycle, regardless of the nature of your business. Intercom’s email marketing service, especially when combined with their in-app messages and live chat, provides a powerful solution for interacting with your customers. Zendesk aims to improve customer service for all of its clients, building software that exceeds customer expectations and sets support teams up for success. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations.

You can even finagle some forecasting by sourcing every agent’s assigned leads. Though Zendesk now considers itself to be a « service-first CRM company, » since its founding in 2007, their bread and butter offering has leaned much more heavily toward the « service » part of that equation. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Intercom and Zendesk are primarily classified as « Engagement/Lifecycle Marketing » and « Help Desk » tools respectively. There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. What better way to start a Zendesk vs. Intercom than to compare their features?

Intercom VS. Zendesk: Feature Analysis

You can also follow up with customers after they have left the chat and qualify them based on your answers. With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk. It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations.

In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. 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.

Zendesk also offers a number of integrations with third-party applications. If you’ve just started looking for a customer support tool or have been utilizing one for a while, chances are you know about both Zendesk and Intercom. The former is one of the oldest and most trusted customer service solutions, while the latter sets the bar high in aspects of innovative and out-of-the-box features. It provides clients with a quality in-app help experience for a variety of mobile apps and mobile games. App users can receive immediate in-app help with automated solutions for simple to complex issues. A few of HelpShift’s known clients are Square, Supercell, Tencent, Brex, Niantic, TBS/TNT, and other platforms in the mobile gaming industry.

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This makes it easy for agents to manage requests and communicate with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team. Intercom focuses on real-time customer messaging, while Zendesk provides a comprehensive suite for ticketing, knowledge base, and self-service support.

Zendesk Pricing vs Intercom Pricing

Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. 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. intercom vs. zendesk While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations.

At the same time, Zendesk looks slightly outdated and can’t offer some features. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. 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.

Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize.

  • The live chats on both of their websites have support agents that answer very quickly and are right to the point.
  • Here is a Zendesk vs. Intercom based on the customer support offered by these brands.
  • If you want automated options, Intercom starts at either $499 or $999 per month for up to ten users, depending on the level of automation you’re looking for.
  • Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk.
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