Zendesk Vs Intercom: Discovering The Perfect Helpdesk Match!

  • by

Intercom App Integration with Zendesk Support

zendesk intercom

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’s mission is to build software designed to improve customer relationships. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. You can foun additiona information about ai customer service and artificial intelligence and NLP. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available.

Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. As a Zendesk user, you’re familiar with tickets – you’ll be able to continue using these in Intercom. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more.

With this feature, businesses can easily handle and keep track of customer requests, making sure that no issues get lost. Zendesk’s analytics features are also often praised; they help businesses learn a lot about how customers connect with them, how well agents do their jobs, and overall support trends. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience.

However, customers should keep in mind that Intercom does not offer voice. 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.

  • Create code-free screencast tours of products, websites, webpages, and applications within your website.
  • Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools.
  • In 2023, conversational messaging will play an essential role in customer service.
  • 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.
  • Check out our list of unified communications providers for more information.
  • This can make it more difficult to import CRM data and obtain complete context from customer data.

When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. 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. It can be classified as a chatbox for average users, just like the ones found on a variety of websites. 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.

Add/Remove Tag on Company

The extensive automation and robust ticketing operations that Zendesk offers are among the numerous capabilities that the company possesses. Both companies provide a set of services that are intended to simplify communication, support, and the overall customer experience. While in Intercom, advanced chatbots, a modern and well-developed chat widget, email marketing services, product demonstrations, and in-app messaging all contribute to a better customer experience. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports.

zendesk intercom

The software helps you to keep track of all support requests, quickly respond to questions, and track the effectiveness of your customer service reps. With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit.

Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction.

Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth. Pricing for both services varies based on the specific needs and scale of your business. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

About Intercom

It really depends on what features you need and what type of customer service strategy you plan to implement. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger.

When visitors click on it, they’ll be directed to one of your customer service teammates. For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users. 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. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. Its sales CRM software starts at $19 per month per user, but you’ll have to pay $49 to get Zapier integrations and $99 for Hubspot integrations.

The design philosophy is based on keeping things as simple as possible so that even people who have never used the site before can quickly figure out how it works. Both systems include pricing plans that are tiered and vary according to the amount of user seats or active contacts. Intercom is primarily concerned with price on a per-user basis, in contrast to Zendesk, which blends user seats with contact tiers when it comes to pricing. Zapier helps you create workflows that connect your apps to automate repetitive tasks. A trigger is an event that starts a workflow, and an action is an event a Zap performs. With Zapier’s 6,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact.

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. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful.

zendesk intercom

Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk. They offer straightforward pricing plans designed to meet the diverse needs of businesses, with only 2 options to choose from; it makes it easier for business owners to make a decision regarding pricing.

Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.

Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform. 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. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either.

This can make it more difficult to import CRM data and obtain complete context from customer data. 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.

Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. 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. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation.

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. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources.

Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all 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. With Zapier, you can integrate everything from basic data entry to end-to-end processes.

Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs. On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant.

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.

Update Zendesk users when new Intercom conversations occur

Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. The dashboard’s left-hand column organizes and sorts all tickets by urgency.

Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine.

  • Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions.
  • There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce.
  • Yes, you can install the Messenger on your iOS or Android app so customers can get in touch from your mobile app.
  • You get multiple support channels at no extra cost with over 1000 APIs and integrations.
  • Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics.
  • Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop.

This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. Zendesk is a customer service software offering a comprehensive solution for managing customer interactions.

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. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime.

zendesk intercom

Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. Intercom stands out for its modern and user-friendly messenger functionality, which includes advanced features with a focus on automation and real-time insights.

Finally, you can pay $199 per month per user for unlimited sales pipelines and advanced reporting along with other features. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.

Zendesk vs HubSpot – Price and Features Comparison – Tech.co

Zendesk vs HubSpot – Price and Features Comparison.

Posted: Fri, 06 Jan 2023 08:00:00 GMT [source]

To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. 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. If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk.

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations. This gives your team the context they need to provide fast and excellent support. Agents can easily find resources for customers from their agent workspace. Zendesk, on the other hand, is another top customer service platform that uses strong security steps to keep customer data safe. 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.

Zendesk, on the other hand, has revamped its security since its security breach in 2016. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Zendesk has over 150,000 customer accounts from 160 countries and territories. zendesk intercom They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats.

For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Easily reply to customer conversations and manage workload in a smart & automated way. Here is a Zendesk vs. Intercom based on the customer support offered by these brands. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.

Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. 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. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals.

Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues.

However, additional costs for advanced features can quickly increase the total expense. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.

zendesk intercom

Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. There is a simple email integration tool for whatever email provider you regularly use.

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. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel.

Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. 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. On the other hand, it is absolutely necessary to investigate the nature of these integrations in order to ascertain whether or not they are relevant to the criteria that you have in mind.

Leave a Reply

Your email address will not be published. Required fields are marked *