Intercom vs Zendesk What are the differences?

Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. Zendesk chat allows businesses to reach out and connect to customers before they ask a question. The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout. With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software.

Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.

Intercom vs Zendesk Pricing in a Table

The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. Zendesk maps out each activity a visitor performs on your website.

• They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.
• Best Zendesk competitor for companies looking to build authentic relationships with their customers.
• These are both still very versatile products, so don’t think you have to get too siloed into a single use case.
• Note that any code you add here will apply the widget site-wide (see below if you only want the widget to appear on certain pages).
• Selecting the best customer service management software for your business is critical for the success of your customers and agents.
• Users can use the information you are providing or turn to a community forum for answers.

For example, transferring companies is relatively easy, as both platforms have a similar concept of a company object with similar fields. Tickets have dependencies on other objects and chronological items like ticket comments that need to metadialog.com be preserved during the transfer. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans.

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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. Zendesk is one of the most widely known help desk tools out there. Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing. Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have.

• Whether you’re a small business owner or part of a large enterprise, integrating Zendesk with Intercom can bring a host of benefits.
• It offers powerful mapping features, allowing you to sync data with different structure.
• Next is the Reporting section, where you will get detailed snapshots of ticketing, agents, customers, self-service, and more.
• Beyond this, Zendesk Chat also offers analytics so you can study your efforts and make better decisions going forward.
• Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s.
• Zendesk Chat shows up as a chat bar docked at the bottom of your site.

And, thanks to the internet, a few taps will lead them right to your competitor! Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website.

Add Intercom Tag to Zendesk Ticket Status to Add to List

Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Businesses should always consider a tool’s TCO before committing to a purchase.

You’ll never have to worry about silos separating your CRM, database, advertising, analytics, or other business data. It’s easy to connect Zendesk + Intercom without coding knowledge. As a freelancer, I don’t need all the integrations and support that Intercom provides. It allows you to chat with visitors on your website and convert them into customers. It allows you to anticipate customers questions and offer help when and where they need it. Zendesk, on the other hand, only has online support and a knowledge base.

Other connectors with Zendesk Chat

Another great feature is the ability to better route and qualify leads. With this tool, you can automate your lead routing so that it ends up with the right sales rep. Cut support time in half with instant context, multiplayer screen control, and in-app video calls. With the Fullview integration, you could take your Intercom from good to great with cobrowsing, session replays and console logs for 360-degree support. You only have to copy a few lines of code to install Fullview on your app, and this installation takes no more than 10 minutes.

• If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent.
• With Appy Pie Connect, an AI-driven integration platform, you can easily connect your favorite apps and automate your workflows in just a few clicks.
• This is a great solution if you’re looking to set up, expand, or manage your own call center.
• Customer stories are another big part of the equation when comparing Intercom vs. Zendesk.
• No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.
• If you’re looking for a dedicated support tool, Crisp may not be your best option.

Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. The Zendesk Workspace provides agents a single workspace with access to all team collaboration and customer communication channels so that an agent can manage all conversations without switching interfaces. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams.

Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships

This enables your operators to understand visitor intent faster and provide them with a personalized experience. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help. Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.

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. And this, undoubtedly, leaves your customer support agents free to solve urgent matters. Clearbit is a data intelligence platform that provides companies with tools for data enrichment, lead generation, and marketing personalization. It helps B2B teams understand customers, identify prospects and personalize interactions with real-time intelligence. Clearbit integrates with Intercom to provide users with enriched customer profiles.

Convert leads into customers faster

Statuspage is a service that allows you to monitor your website’s performance and alert your customers in real-time when something goes wrong. You can also receive notifications about outages, security issues, and server maintenance. Fullview also provides tools, specifically Fullview Console, that allow you to troubleshoot issues with no effort or delay.

For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML.