Zendesk vs intercom Features And Pricing

Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. 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. In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times.

For example, LiveAgent allows users to communicate via email, social media, telephone, or live chat. Many users agree that LiveAgent strikes a great balance between metadialog.com a simple interface and a feature-rich ticketing system. Both platforms share integration features, a knowledge base, a shared inbox, and automation capabilities.

Tools for the world’s most customer-centric businesses

Customers appreciate good customer support and respond positively when their issues are resolved quickly and efficiently. They expect to be taken seriously and provided with helpful solutions to their problems, and when they receive this type of service, they are usually delighted. With Zendesk, companies can manage customer interactions across multiple channels, build lasting customer relationships and improve customer engagement. Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho. Do note, that if your primary requirement is live chat then it’s only available in their highest tier which is around $50/mo/user. At that price point, it’s not too far away from where Intercom stands.

Zendesk competitors offer similar features that are not only more user-friendly but also budget-friendly. Hiver is a customer service platform designed for small teams that operate within Google Workspace or Gmail. It allows team members to collaborate and manage customer inquiries, as well as track project progress and workload. One goal of a strategic customer experience function should be to get fewer tickets. One of the best ways to reduce the number of tickets is to empower customers to answer their own question.

Zendesk vs. Intercom: Automation and AI

AzureDesk is an excellent Zendesk alternative for businesses looking for an easy-to-use and comprehensive customer service platform. It provides a full suite of tools to help you manage customer interactions, including ticketing, messaging, and automated workflows. Plus, the intuitive interface makes it easy to set up and use right away.

Historically, Intercom has also used the term conversation for their customer interactions, but they’ve recently added a new ticketing feature to the mix. Many companies, including Help Scout, use the term conversation instead of ticket. We never want a customer to feel like a number or to think that their email is just something our team is trying to “get through” to empty the queue for the day. Customers don’t want to open a ticket with a help desk when they have a problem; they want to have a conversation. Integrate your apps, data, and channels into the same tool you use to message your customers.

Live Chat Features

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. 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. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.

But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages.

Gorgias

Shared inboxes have features that make it easier for teams to work together to help customers more efficiently. Help Scout on the other hand can be best described as a customer-centric tool. They have done an incredible job at building somewhat of a community around their software. For automation and messaging at scale, you can choose from two plans- Accelerate ($499) or Scale ($999) per month for up to ten users, depending on your business needs. Intercom costs can go even higher with custom add-ons such as Product Tours (from $199/month, Advanced lead generation (from $499/month), Advanced customer engagement (from $499/month), etc.

• Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior.
• Delight your customers with a lighting-fast search and a powerful live chat widget to provide instant help on any your websites.
• Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.
• Gorgias has the tightest integration with Shopify, but some users found the order editing capability within the platform challenging.
• While it is feature rich, it is less intuitive than a tool like Gorgias and requires more development resources to set up and optimize.
• The customer service industry is constantly evolving, and businesses need to stay on top of the latest trends and tools in order to provide exceptional service.

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. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. 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.

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Intercom has more customization features for features like bots, themes, triggers, and funnels. From FreshDesk and Sharepoint to HelpScout and Happy Fox, here is our list of the best Zendesk alternatives. See why so many switched to Helpmonks as the alternative to a Outpost mailbox.

I use this experience to work closely with VPS’ customers and platform partners on how to best derive value from our solutions. Some objects are easier to transfer than others, depending on how similar they are between Zendesk and Intercom. For example, transferring companies is relatively easy, as both platforms have a similar concept of a company object with similar fields.

Intercom videos

As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging. Though, if you compare Zendesk chat vs Intercom, the plugin is a bit hard to use as reviewed by customers. Installing it might take some technical skill and even when installed, could malfunction a bit. It uses artificial intelligence (AI) to assist customers through self-help options or access to the relevant articles before connecting them to your team. And this, undoubtedly, leaves your customer support agents free to solve urgent matters.

Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. Help Scout also offers weekly live classes where folks can ask the team questions in real time. For those who prefer self-service, Help Scout has an extensive Docs site and a blog full of helpful tips and posts to help get you started. Intercom doesn’t include real-time reporting with its Starter plan, so some users may click on “Dashboard” and think they have to upgrade to view the standard set of reports. Intercom’s shared inbox does show when another user is viewing a conversation, but there isn’t an indication of whether the user is viewing or actively replying.

MOBILE APPS

It has two pricing tiers, with the lowest one starting at $150 per agent per month. Help Scout’s simple and user-friendly platform can be a great Zendesk alternative for small and medium businesses. It offers features like shared inboxes, chat support, and a knowledge base, among others.

We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in. Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information. 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. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.

• Both products are so full-featured that they both take quite a while to learn.
• This streamlines the process of engaging with the knowledge base in the first place, and also allows clients to open support tickets when absolutely necessary.
• This means the company is still working out some kinks and operating with limited capabilities.
• As soon as a message comes in on any of these platforms and a chatbot is engaged, you can use specific triggers and workflows to determine which customer inquiries merit escalation.
• If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing.
• Combined with data accessible to your fingertips, Crisp helps you to personalize each interaction on every channel to build the best customer experience possible.

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. 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. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool.

Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations.

Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn.

• 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).
• An advanced feature Intercom offers is the in-depth report that the company receives each time a client issue is resolved.
• And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away.
• You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages.
• Many people like HappyFox because it makes the process easy for everyone.
• While you can still use Gorgias on WooCommerce to reply to support queries across socials, email, and chat, it doesn’t allow you to make order modifications (yet).