Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?
Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries. So for the docs itself, we’ll tend to look at what are some of the libraries that are available.
With CSAT and NPS surveys you can monitor and improve your customer experience. Whether you have a team of 2 or 200, Inboxes keep everyone on the same page. Leverage automation to move fast, while always giving customers a human, helpful experience. Help Scout can be as simple or powerful as you need it to be. As your needs get more complex, Help Scout is ready to meet the challenge with features like workflows, tags, custom fields, and reporting. They all work together to let you focus on what matters most—talking with your customers.
Built to last
Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. «Favorable» and «Critical» user reviews are selected using the review helpfulness score.
Having the two presented side by side, which is the best CRM solution? The answer, as with most things in life, is that it depends on your specific needs and ultimate goals. 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. Zendesk is around the same price for its smallest suite offering. Another feature Intercom offers that Zendesk doesn’t is email marketing tools.
Why ProProfs Chat is the Better Alternative to Zendesk & Intercom
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. 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. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.
But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. 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. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.
The comparison of several popular chat services for your website. Reduce your support load and resolve issues faster with AI chatbots. Each tool discussed in this blog comes with its own pros and cons. Before you jump to any conclusions, we suggest you take a free trial to get a better look and feel of the product. Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes.
Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. 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 Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks.
What is the difference between Zendesk and Intercom?
These products are able to integrate with each other, which offers customers more personalized customer experiences. Zendesk also offers tons of APIs to customize the software to the users’ needs. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time.
Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools. 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.
Their most popular tier (Suite Professional) is $115/month and includes a feature set that is very hard to beat at that price. Intercom is also easy to learn and its guided onboarding and training resources are especially helpful to new users. This is because it comes with a free option, which is ideal for startups on a limited budget.
Customers rated Intercom 4.4 on G2 Crowd, while Zendesk scored 4.3. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution.
It has very limited customization options in comparison to its competitors. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category. If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on.
It excels in real-time customer communication and helps support teams create personalized customer experiences. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. 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.
Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume. Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. Every company likes to claim great customer support, but who truly walks the walk? For us, customer support is our craft, a craft we’ve been dedicated to for a better part of a decade.
- Moreover, features such as typing indicators, delivery events, and rich message types like emojis, GIFs, etc. can give life to any conversation.
- The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month.
- But, if you just need a secure and quick data transfer, opt for Help Desk Migration.
- Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have.
- These tickets can then be systematically tracked, prioritized, and responded to.
- (Literally.) With Dixa, there are no surprises and no hidden fees.
Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business.
Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.
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