Zendesk vs Intercom: Choosing the best tool for your business

For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Let us kickstart the comparison with our first parameter- types of users.

• For sure, on a daily bases, you see on your Facebook feed, on average, more 50 posts from friends, brands, and more.
• Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t.
• So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.
• 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.
• Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication.

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. You can leverage chatbots to handle basic customer queries and reduce the burden on your support team. You can add agents, create teams, and set agent roles & permissions to decide their level of access to the tool. Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents.

Overall impression (aka very subjective take on user experience):

Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

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. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Zendesk also has solutions for small to mid-sized companies as well. The trigger feature reduces cart abandonment and increases conversions.

At a glance: Zendesk vs. Intercom

It really depends on what features you need and what type of customer service strategy you plan to implement. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. Check this ultimate Intercom vs Drift comparison to choose the best messaging platform for your customer support, marketing, and sales. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.

Let’s explore these unique offerings and see how they can benefit your business. As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations. Intercom and Zendesk, two of the most popular customer service platforms have gained popularity and unique clientele for themselves since their launch.

Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. It has very limited customization options in comparison to its competitors. Inside a ticket, the workspace center console displays the ticket’s conversation.

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. 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. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options.

Intercom or Zendesk: Chatbot features

While Zendesk is a widely used and versatile customer support and engagement platform, it’s important to consider whether there might be a better software solution tailored to your specific needs. In contrast, Intercom follows a pricing structure that can be straightforward for businesses looking for specific functionalities. However, it’s important to note that Intercom’s pricing can vary depending on factors such as the number of users, conversations, and additional features you require.

Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.

Robust self-service and knowledge management

Whether Zendesk can fully replace Intercom depends on your specific customer support and engagement requirements. Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices.

Our breakthrough AI chatbot, Fin, can resolve up to 50% of support questions, instantly. Fin sets the new standard for AI in customer service, dramatically reducing support volume, unlocking 24/7 support, and delivering CSAT-boosting service. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced.

Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools. ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly.

Get ahead of issues before they happen with in-context, automated messages. Intercom is fully integrated, omnichannel, and easy to use—so you can deliver quality, conversational support from start to finish. Zendesk raised their prices without improving their product—frustrating customers who struggle to justify further investments. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Though Zendesk now considers itself to be a “service-first CRM company,” since its founding in 2007, their bread and butter offering has leaned much more heavily toward the “service” part of that equation. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey.

Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. Formerly known as Insights, Zendesk now uses Explore to provide analytics to help businesses tailor their services to increase customer satisfaction. Zendesk chat vs Intercom offers similar chat features but still has a couple of differences. In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities.

• With familiar customization tools, you can easily tailor the look and feel.
• Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.
• The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.
• Zendesk boasts an extensive array of integration options, with over 1,500 apps in its ecosystem.
• It can be the right option for big enterprises that have global customers and big support teams.

Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual.

Read more about https://www.metadialog.com/ here.