Intercom vs Zendesk: 2023 Explicit Comparison

zendesk vs intercom for customer support

Intercom’s use of both conversation and ticket terminology may be confusing to some. So in that spirit, we’ll start the post with some straightforward advice on the type of team and use case that will work best with each platform. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day. There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. Intercom and Zendesk are neck to neck in reviews from various sites such as G2, Capterra, Financesonline, and more.

zendesk vs intercom for customer support

Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. 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.

Is HubSpot better than Zendesk?

That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates.

What type of system is Zendesk?

About Zendesk Suite

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics.

However, while Zendesk may be a great fit for some companies, it’s not for everyone. For example, the software’s robustness and advanced functionality can actually be a turnoff for organizations with limited time and resources on hand. If you’ve been looking for a tool to help you manage customer inquiries and service requests for any period of time, you’ve probably heard of Zendesk. It’s hard to figure out what it’s going to

cost you without actually getting it all setup… and then, when your needs change, you may find yourself

being forced to upgrade to a new plan. Enchant has one plan ($15 / user / month) with everything included.

Sign up to get full access to all the tool integrationsMake informed product decisions

Zendesk is feature rich, but there is a steeper learning curve than Gorgias. Because of the intuitive UI, users of Gorgias reported shorter ‘nesting periods’ (the amount of time it takes an agent to fully ramp up on the tool and role). Users commented that maximizing the value of ZenDesk often required an administrator type role similar to those common with a tool like Netsuite. More things are possible with Zendesk, but they require technical people to do custom configurations.

Does IKEA use Zendesk?

Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.

To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. Additionally, we offer social media integrations allowing you to connect Customerly with Facebook Messenger or your website.

Reasons to Choose A Zendesk Alternative

We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. We give the edge to Zendesk here, as it’s typically aimed for more complex environments.

Surfboard takes in $5 million to bring its teamwork software to the … –

Surfboard takes in $5 million to bring its teamwork software to the ….

Posted: Mon, 21 Nov 2022 08:00:00 GMT [source]

Best competitor to Zendesk for teams looking to enhance their communication and collaboration capabilities. Groove is another Zendesk alternative that streamlines the process of collecting customer inquiries and providing support as needed. Best Zendesk alternative for organizations looking for an all-in-one help desk solution with real-time data collection. After a client’s issue has been resolved (or has not been resolved), Intercom provides the company with a report regarding the issue at hand. This allows organizations to revisit their knowledge base and make the appropriate changes to specific help documents.

Take users from 🤔 to 😍

It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team.

zendesk vs intercom for customer support

But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.

Salesforce (4.3/5 stars on G

The platform comes with a set of tools for businesses to professionalize their customer service. It helps create an integrated and organized customer support process with social media, messaging platforms, and live chat tools. Zendesk doesn’t give you many options to personalize conversations. You can see the entire conversation history and preferences of each customer. This platform will work well for users relying on voice calls and IVR to offer support.

Intercom allows you to establish long-term relationships with your customers through email, live chat, push notifications, and a variety of other communication channels. It also includes the functionality to create a knowledge base for clients so they can find answers on their own. It can generate reports on client issues, allowing companies to make changes to their communication strategy and knowledge base as needed. We were surprised to find that many competitors selling a customer support platform had poor customer support (Zendesk’s customer support was described as ‘downright dystopian’ by one user). Like most tools, the level and amount of support from Gorgias will scale with the size of your company. Responding to WISMO tickets (Where is my order) is easy with automated WHEN THEN rules.

Intercom vs. Zendesk: Omnichannel Capabilities

The bot also ensures that the customer or employee will find the right article before contacting an agent. Thus, it leaves your team to solve more important customer requests. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice.

  • Based on the number of customer service agents you need to accommodate, you could be paying thousands of dollars every single month for the right customer support platform.
  • Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.
  • Moreover, Freshdesk supports multi-channel communication management, allowing agents to interact with customers via email, phone, social media, live chat and WhatsApp.
  • For businesses looking for an affordable yet feature-rich customer service platform, Gist is a solid choice.
  • Now, their use cases comprise support, engagement, and conversion.
  • Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly.

What is Intercom also known as?

An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.

Join The Discussion

Compare listings