Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?

Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing. However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand.

You can even save custom dashboards for a more tailored reporting experience. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. If you want to deliver better customer service, live chat is the key. However, live chat can also take up a lot of time and resources, which you may not have.

Integrations

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. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution. Intercom is great, but is quite expensive for what you get, and it’s super live chat focused.

• It also offers pre-configured business rules, customer interaction history, and out-of-the-box reporting and analytics.
• This compensation may impact how and where products appear on this site (including, for example, the order in which they appear).
• Moreover, your customer service operators can anticipate what a visitor or customer is going to type next and accordingly transfer chats to relevant members to reduce the resolution time.
• The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.
• Learn why a Sentient Strategy® approach could make sense for your company.

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations.

Pricing Comparison: Zendesk vs. Intercom

For instance, a customer inquiry about product availability can trigger an automated response providing real-time stock information within Zendesk. While Intercom does incorporate automated responses via chatbots, it doesn’t exhibit the same level of sophistication and versatility in its automation capabilities as Zendesk. Zendesk’s advanced automation features make it the preferred choice for businesses seeking to optimize their workflow and enhance customer support efficiency. However, if your organization heavily relies on Intercom’s real-time communication features, in-app messaging, and chat-based support, transitioning entirely to Zendesk may not cover all your needs.

Intercom has been marketing itself as a business messaging platform right from the start. The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. Intercom is another SaaS company that was founded in 2011 with the aim to help businesses build better customer relationships through personalized, messenger-based experiences.

Zendesk vs. Intercom features

Zendesk chat provides a personal connection with customers who need support. Zendesk Chat shows up as a chat bar docked at the bottom of your site. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. Reporting tools are essential to helping support leaders analyze and improve their customer support operations.

Support Team, Support Professional, and Support Enterprise, starting at $19 per agent per month and going up to $115 per agent per month for their enterprise plan. The base plan offers a ticketing system integrated with email and social media. It also offers pre-configured business rules, customer interaction history, and out-of-the-box reporting and analytics.

Compare Zendesk Support vs Intercom

Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware. Intercom offers call center features for your business via add-ons.

One important part of creating an amazing customer experience is remembering your customers, what they’ve bought from you, and any previous issues they’ve had. Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork. Here are some of the things that our marketing department at Live Typing is especially fond of.

Intercom or Zendesk – Support

Help Scout’s shared inbox makes it easy to collaborate on customer support issues and ensures the customer experience is seamless from all sides. If you’ve been an Intercom user who’s unhappy with the features surrounding customer support, Help Scout is the perfect alternative for your team. There are dozens of ready-made solutions for online chatting, some tried and true, some fresh and promising, so before you make your decision, size up the scale of your business and assess your budget. Fast-growing companies and established enterprises could pick Intercom or Zendesk, while small businesses would be better off with Chatra and JivoChat. As we could see, Intercom, Drift, and Zendesk’s messaging and style are quite different in terms of tone, approach, and visual content. Keeping an eye on certain brands’ or competitors’ websites and gathering data can provide you with valuable insights on their current focus, but also future steps.

• This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information.
• Not only that, you get to hire live customer support agents through the tool who will help in generating highly qualified leads, resulting in better advertising ROI.
• That’s why we wanted to make a comparison of these tools with the goal of helping you decide which one would be a good choice for your business.
• This live chat service provider offers 200+ integrations to its user base.
• When comparing the pricing of Zendesk and Intercom, there are significant differences to take into account.
• We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional.

With this tool, you can automate your lead routing so that it ends up with the right sales rep. AI assist is an editor tool that can help your team compose better responses. The feature can shorten or lengthen a reply, adjust its tone to be friendlier or more professional, check for spelling and grammar errors, and even translate the copy into another language. Make conversation handoffs easier with AI summarize, a handy AI tool that can create a bulleted summary of any conversation with just one click. On-demand summaries allow teammates to get up to speed more quickly without getting bogged down by long email threads. Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization.

In the Enterprise everything in the lower plans plus skills-based routing, customized agent roles, and Sandbox. Zendesk offers a 14-day free trial for every plan apart from the Enterprise plan. Even though the two applications are often mentioned while talking about customer service, there are some glaring differences between them. Intercom offers an integrated knowledge base functionality to its user base.

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. Therefore, it becomes all the more important to review your options carefully. ProProfs offers incredible live chat features that help you offer 24×7 assistance and close more sales.

Help desk SaaS is how you manage general customer communication and for handling customer questions. 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. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.

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