Let’s compare Intercom and Zendesk using the help desk features they have. In this case, we’ll see what their similarities and differences are. While Intercom does not offer free trials, they do offer demo versions of each plan.
A whopping 95 percent of consumers say that customer service is vital for brand loyalty. Digital Marketing Manager @LTVplus
Actively participating in the digital marketing world for more than 5 years. Currently making sure that our website content is up-to-date and our blog is filled with actionable tips and advice for online retail businesses. Very passionate about dogs, topics on spirituality and Unicorns. For a full list of the available apps and integrations, you can check out their app store here.
Product Messaging Tool Comparison: Intercom vs Customer.io vs Zendesk Connect
Intercom, Drift, and Zendesk newsletter highlights trending topics in customer support, product management, and startups. Also, when it comes to Twitter, this seems to be the most used channel to connect directly with users/clients. Zendesk it’s quite active on Twitter, answering user’s questions through re-tweets and making sure everybody using their service is happy. Gathering website data of brands or competitors can be a challenge, especially when done it manually.
In the duel between Zendesk vs Intercom, it seems that Zendesk chat rises slightly above Intercom. That doesn’t necessarily mean that Zendesk chat is right for your business. HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. Let’s just say, I’ve tried every single help desk on the market (and continue to evaluate new solutions), and yet I keep finding myself coming back to Help Scout, and here’s why…
Why Zendesk is the best alternative to Intercom
Intercom is a better fit if you use a lot of third-party apps for collaboration, marketing, and project management. It has a wide range of integrations that help your business run smoothly. For instance, you can integrate Asana for project management, and integrate with Certainly for automated response and customer self-service. You can also find out your users’ satisfaction with Intercom by collecting feedback. There are also integrations for other project management and collaboration tools just like Zendesk.
It’s all part of the flywheel concept, providing the right information at a time that suits them. So if your customers are able and want to self-serve, you should be providing them with every possible opportunity to do so! HubSpot Service Hub and Zendesk for Service offer similar features that enable self-service. Both have knowledge base functionality available, allowing you to build out helpful articles that answer common questions. The company helps answer customers’ questions and renders meaningful conversations irrespective of the buyer’s journey. With numerous features such as a ticketing system, a CRM or a knowledge base software, customer service software helps companies around the world.
Zendesk VS. Intercom for Customer Support: Pricing
In this case, a customer might be reaching out who has already emailed the company and a rep won’t have time to check Gorgias for past interactions with the customer. Responding to WISMO tickets (Where is my order) is easy with automated WHEN THEN rules. E.g., when a customer asks where their order is then send a link to shipping tracking information. Gorgias users felt that the tool had better out-of-the-box automation features than competitors like Zendesk especially for eCommerce businesses.
- Zendesk targets enterprise organizations, which have both unique requirements and large budgets.
- Intercom’s pricing can be divided into basic messaging and messaging with automation.
- Macros are premade responses you can create to resolve your customer queries faster.
- With AI-powered reports, you can track key customer service metrics and improve your ticket response time.
- Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about.
- Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.
If you want to meet these requirements, you must have a niche and your product must solve a very critical problem for investors to believe in your product enough to invest more than $1 million. You can also create a product tour guide to help new customers understand your product. It demystifies your product by showing them how to use all your product features. The Conversational Marketing Plan helps you monitor your customer journey through the sales funnel and convert them into paying customers by providing you with all of the tools you need. It provides you with all of the tools you need to develop a trusting relationship with your customers and resolve their issues with personalized support.
Different Criteria Used to Differentiate Zendesk & Intercom
Here are some of the things that our marketing department at Live Typing is especially fond of. However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions. Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes. Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job. Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind.
The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.
Compare Zendesk VS Intercom and see what are their differences
Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans. All you conversations and team members can be accessed from the top left of the screen. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use. If you’re considering migrating to Enchant from Zendesk, we can import your data for you.
- This makes it a great choice for businesses that want to provide their customers with a more personal experience.
- If that sounds good to you, sign up for a free demo to see our software in action and get started.
- Easily find customer profiles to ensure you’re providing them with the best possible service every single time.
- Pro and premium what they probably consider the enterprise solution.
- Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing.
- Gorgias users felt that the tool had better out-of-the-box automation features than competitors like Zendesk especially for eCommerce businesses.
The compared vendors share a strategy of delivering their services as either separate add-ons or all-in-one tools. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior. This means that you can send targeted messages to different groups of users based on how they interact with your product. Intercom also offers a suite of tools for customer support, including a knowledge base, a help center, and a community forum.
Our wishlist for Chatra
You are able to edit Shopify orders and refund payments directly from the platform (with one major drawback – see what we don’t like below). The entire metadialog.com customer order history will also display in the right-hand pane. Speaking with a high LTV customer who has spent over $1k with your business?
Migrating from one platform to another can be a complicated and time-consuming process, especially if you have a lot of data and customizations in your Zendesk account. Both tools offer robust features and attractive solutions, but they are not free of weaknesses, and none of them could be called the leader of customer-centric communications. To provide the right level of customer support, you need the right software, and there are plenty of features to consider. While the exact features can vary from product to product, a few are typically included. Customers appreciate good customer support and respond positively when their issues are resolved quickly and efficiently.
Gorgias vs Intercom: Top Differences & Similarities
Because it’s something they believe the developers should fine-tune. However, the most common complaint is the pricing of some features. Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors.
Does IKEA use Zendesk?
Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.