Zendesk vs Intercom: Which One Is Right for You?

In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost.

Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base. Its ability to seamlessly integrate with various applications further amplifies its versatility. Intercom focuses on real-time customer messaging, while Zendesk provides a comprehensive suite for ticketing, knowledge base, and self-service support. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack.

How Zendesk and HubSpot Stack Up

In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support intercom vs. zendesk agent can access resources from the Intercom workspace. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

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.

Why should I choose Zendesk over Intercom?

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. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates.

This can be a valuable resource for users looking for solutions to specific problems or wanting to learn more about the platform. Intercom also offers a community forum where users can ask questions and get help from other users. Zendesk’s user interface is also modern and user-friendly but with a slightly different design aesthetic than Intercom. The dashboard is highly customizable, allowing users to access the features they use most frequently easily.

Why HubSpot ?

When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. Here is a Zendesk vs. Intercom based on the customer support offered by these brands. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features.

• Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms.
• Zendesk, on the other hand, has revamped its security since its security breach in 2016.
• Zendesk also offers a number of integrations with third-party applications.
• Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column.
• We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom.
• While Intercom focuses more on customer messaging and personalization, Zendesk focuses more on traditional customer support ticket management.

So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. There is a simple email integration tool for whatever email provider you regularly use.

Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Respond to all conversations across different messaging platforms in one place and avoid juggling between dozens of tabs. Collaborate with your teammates by easily assigning the right rep to best handle a customer query. In today’s hyper-competitive, hyper-connected globalized economy, customer experience has become a fundamental differentiator. As customers’ needs are constantly evolving, businesses must adapt and keep up to guarantee the best customer experience and satisfaction.

While it excels in interactive and engaging communication, especially on mobile, some businesses might find its focus on chat-based interfaces limiting if they need extensive email or voice call support. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion. One of the standout features of Intercom’s customer support is its chatbot functionality. The chatbot can help users with common support issues and answer frequently asked questions. This feature can reduce the workload of customer support teams and provide faster response times to users.

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Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. After this live chat software comparison, you’ll get a better picture of what’s better for your business.

• You don’t have to pay per contact on your database, and you there are many free features you can use.
• For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users.
• Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers.
• However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely.
• You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting.

Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Businesses should always consider a tool’s TCO before committing to a purchase.

Today, Zendesk is used by over 200,000 businesses worldwide, including Airbnb, Uber, and Slack. The platform is known for its ease of use, customizable workflows, and extensive integrations with other business tools. Based on verified reviews from real users in the CRM Customer Engagement Center market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization.

Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. In-app messages and email marketing tools are two crucial features that Zendesk lacks when compared to Intercom. Intercom, on the other hand, lacks key ticketing features that are critical for large firms with a high volume of customer assistance. You can construct an omnichannel suite by combining productivity, e-commerce, CRM, analytics, social media, and other applications.

Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike.