Intercom vs Zendesk: Comparison and Alternatives

One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams.

• Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard.
• There are even instances where customers don’t receive the first response in more than seven days.
• Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.

Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool covering support, marketing, and sales.

Messaging and live chat

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. As it is a two-way communication device, intercoms also allow the visitor https://www.metadialog.com/ to answer back to you. Honestly, I was really pleasantly surprised by how responsive the company is. I was able to get responses to virtually every question each time I was asking within a few hours, even considering the time zones.

Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports.

Importing Zendesk data into Intercom

It may appear at first glance that Intercom’s plans are more expensive than Zendesk’s. However, you must take into account that Zendesk’s plans charge per agent per month, while Intercom’s plans are limited to a certain number of seats. In order to determine which solution is more affordable, you will have to determine what features your team needs and how many agents will be providing support.

They can be used to share product updates, offer support, or promote offers relevant to their needs. With over 30,000 clients worldwide and offices in San Francisco, Chicago, London, Dublin, and Sydney, Intercom is a world-class product compatible with any website or web-based application. It provides a one-stop solution for your customer communication needs, with advanced features such as targeted content, behavior-driven messaging, and predictive responses. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?).

Multilingual content and other advanced features come with a $49 price per agent per month. 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. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Both Zendesk zendesk or intercom and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. This live chat service provider offers 200+ integrations to its user base.

Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either. Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.

Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. Their basic plan offers support for one user, while the team plan works for up to 5 users. If you’re looking for automation, plans can become quite expensive depending on the level of automation you require. Intercom’s pricing is much more customized, offering two monthly plans geared to very small businesses.

The HubSpot Customer Platform

Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. Intercom has more customization features for features like bots, themes, triggers, and funnels. Integrating Intercom with Zendesk ensures you have all the context you need to solve support issues quickly, with live customer data from Intercom right inside Zendesk. You can customize exactly what you want to see, including account and usage data, as well as sync user tags back into Intercom. You’ll have to to grant us with your Zendesk login credentials to be able to carry out the export.

But in case you are in search of something beyond these two, then ProProfs Chat can be an option. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly. Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers.

So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom.

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. LiveAgent has an inclusive selection of customer relationship management (CRM) applications. These applications are marketing and sales force automation in partnership with several third-party software companies known for their efficient and reliable services.