Zendesk vs Intercom: Which Solution to Choose in 2023?

Our AI-driven self-serve options significantly reduce response times, providing customers with speedy solutions. Get a unified view of all customer touchpoints and manage technology solutions from a single dashboard, empowering agents and admins to provide exceptional customer service. Zendesk Support is intuitive, and it’s built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it’s easy to be productive and manage customer interactions. Zendesk Suite includes all features for email, live chat, voice, and social media support.

Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation. So for the docs itself, we’ll tend to look at what are some of the libraries that are available. We wanted to see a JavaScript library for anything we would wanna do on the web, we wanna see some libraries for a backend, maybe Ruby or Python or something else.

But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. If someone has a question, they wanna talk to someone on the sales team, and then their messages. So when someone becomes a customer or once you have their email address or something else, then you be able to send messages across different channels.

Intercom or Zendesk: Integrations and add-ons

These shared inboxes facilitate seamless customer interactions across multiple channels, ensuring that teams can collaborate efficiently and maintain consistent, top-notch support. Both Zendesk and Intercom are standout performers when it comes to providing comprehensive multi channel support, catering to diverse customer needs. Zendesk offers a versatile array of communication channels, including email, chat, social media, phone, and web forms. This breadth of options ensures that businesses can effectively engage with their customers through their preferred communication method. Zendesk outshines Intercom for customer support workflows with its core feature, the ticketing system.

This scalability ensures businesses can align their support infrastructure with their evolving requirements, ensuring a seamless customer experience. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. Zendesk directly competes with Intercom when it comes to integrations.

Best Zendesk Alternatives to Give Your Support a Boost in 2023

What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing results as you type your query. The bot also ensures that the customer or employee will find the right article before contacting an agent.

On the other hand, the top reviewer of Zendesk writes «Useful customization features, robust security, and easy to use «. Intercom Customer Communications Platform is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. We hope this help desk comparison blog will help you make the best decision for your customer service team. Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works. On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client.

Intercom vs Zendesk features & functionality

That’s something that Zendesk has a little bit, CustomerIO has a little bit, but Intercom really has the most integrations. So if you want to do a quick integration with something like Slack, you’ll say to send messages into a Slack channel, that’ll be quite easy to do. Let’s take a look at Zendesk Connect here, and same here, Zendesk has a very simple user pricing just like Intercom does. The interesting thing about Zendesk is the difference between the message users versus active users. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things.

• Though, if you compare Zendesk chat vs Intercom, the plugin is a bit hard to use as reviewed by customers.
• Still on the fence about customer service and sales SaaS solutions?
• In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools.
• As for the category of voice and phone features, Zendesk is a clear winner.
• When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync.
• The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options.

Which means it’s rather a customer relationship management platform than anything else. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. When the customer opens the LiveAgent widget, the support agents are alerted, who then reply with potential help from the knowledge base by analyzing user data. Its strong email management, categorized knowledge base for all stakeholders, and social media monitoring tools are the features you need as a mid-sized business to generate leads.

At $29/agent/month, you get premium chat features, unlimited chat buttons, and social networks. Built on its leading and free CRM, HubSpot Service Hub has a suite of inbound tools from sales to marketing. Communication tools are applications designed to integrate with various mediums to facilitate effective collaboration and reduce potential errors in cross-communication. You must pick the right communication tool to create a productive and successful business environment. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses.

We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context.

Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views.

• Intercom’s focus on instant interactions and personalized engagement is particularly valuable for businesses prioritizing chat-first customer support and real-time communication.
• Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system.
• There’s even on-the-spot translation built right in, which is extremely helpful.
• Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard.
• Zendesk For Service offers streamlined tools for businesses of all sizes.

Intercom has a 14-day trial at the end of which you can upgrade to a paid plan or start using the basic free plan. Intercom prices are decided based on the number of seats and contacts. Each of their plans is highly flexible and is tailored to the customer’s specific business needs. Hence, Intercom may be a better choice for small businesses that do not need all the advanced features. 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.

Pro plan is rather a team plan that costs $395/mo and includes 5 seats. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month. Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style.

Zendesk vs Intercom: 2023 Explicit Comparison

Fin sets the new standard for AI in customer service, dramatically reducing support volume, unlocking 24/7 support, and delivering CSAT-boosting service. Use ticketing systems to manage the influx and provide your customers with timely responses. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.

The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features. You are given a free trial period of 2 weeks, after which you are charged $29/month for full features access like live chat, reporting, integrations, and insights. 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.

It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either. Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department. Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves.

So, we have curated ten decisive Intercom alternatives covering what’s in the market, top features, and price points to help you make the most appropriate decision for your work style. Yet, it is important to note that a communication tool that helped one organization grow might not be equally rewarding for your company. To establish loyalty and retention, it is imperative for businesses to cater to every user’s needs.

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