Zendesk maps out each activity a visitor performs on your website. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.

Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.

Zendesk vs. Intercom

Depending on the complexity of the script and the amount of your data, the transfer process can take anywhere from a few hours to several weeks. You should be prepared for this process to take an extended period of time. We recommend running a small batch of records (say 5%), and using that to project time to completion. The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers.

Replace Zendesk completely with a help desk that’s built for speed. Easy to use UI and customer context helps agents resolve faster without switching tabs. Use the drag and drop builder to create self service flows for your most frequent customer service questions. When contrasting Freshdesk and Zendesk, there is no clear favorite. It all depends on the priorities, specific requirements and preferences of the user. Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources.

Zendesk vs Intercom vs ProProfs: Features

As seen above, Zendesk had reached higher engagement during the last year. The company’s engagement on Facebook is 20 times bigger than Intercom engagement, and 76 bigger than Drift’s Facebook engagement. Of course, to have a realistic perspective over those graphics, we should not forget to take into account Intercom, Drift, and Zendesk’s estimated Social media followers from those channels.

• When you use Intercom to acquire customers, you’ll get a few helpful tools.
• What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time.
• Help Scout’s customer management feature allows you to keep track of your customer data, from previous conversations and recent orders to name and contact information.
• This allows agents to work on their own device anytime and anywhere.
• Depending on your business needs you will need appropriate live chat software.
• If you own a small business, Zendesk and intercom do the same thing.

Ask for feedback from your customers as soon as the conversation ends to get a better understanding of how your interactions are influencing the entire customer experience, and make adjustments ASAP. Keep the conversation going across a range of channels without missing a beat. Consolidate every part of the conversation —  including live chat, email, and SMS — in a single inbox. Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. So there is no simple “one click” solution for moving this data.

Reviews – Intercom vs Zendesk

One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved. With Intercom pricing is based on the total number of people you track and communicate with, not the number of agent seats your support team has. Be careful, pricing will automatically adjust as your business grows and you track more people. With the increase of AI in every field, Chatbots allow you to free up time by automatically answering common customer questions as they are considered as a perfect solution for customer support service.

The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon metadialog.com an issue. Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom.

Tools for the world’s most customer-centric businesses

This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away. However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.

Right from small startups to large enterprises, all businesses can manage their ticketing needs and stay available to their customers 24×7. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume. Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. These products are able to integrate with each other, which offers customers more personalized customer experiences.

Inbox

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Keeping an eye on certain brands’ or competitors’ websites and gathering data can provide you with valuable insights on their current focus, but also future steps. So we see JavaScript here, we see backend libraries, no, not at a lot of integration with other things like Segment.

• Zendesk Chat allows you to reach out to your customers in real-time.
• Both have knowledge base functionality available, allowing you to build out helpful articles that answer common questions.
• Give customers the opportunity to resolve before starting a live chat.
• The Intercom Messenger, in particular, performs well compared to the Zendesk alternative.
• However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.
• Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water.

Looking for an Intercom alternative with a lower price point? LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost. Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support. Help Scout’s shared inbox makes it easy to collaborate on customer support issues and ensures the customer experience is seamless from all sides.

Integrations

So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised. I mean I stumbled upon this article where people from Outreach.io were telling why they’d switched from Intercom to Zendesk, then I saw this comparison, where Zendesk seemed to beat Intercom at the end. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. What really struck me though is that people seemed to like Zendesk more.

Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries. To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.

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However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins. Create a chatbot with minimal coding and customize it to your heart’s content. To begin with, communication with customers is important these days. Without proper channels to reach you, usually, customers will take their business elsewhere. And, thanks to the internet, a few taps will lead them right to your competitor!

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system.

If the answer is «yes», then that’s where I can vouch for Front, but again, you’re accepting support fragmentation, and good luck roping that back in in the future. Again, if you’re a small team, you should probably have a primary and centralized support channel, usually «» — that way you can better control routing and tracking feedback. As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software. However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.

• For automation and messaging at scale, you can choose from two plans- Accelerate ($499) or Scale ($999) per month for up to ten users, depending on your business needs.
• So once a user became a user, once they give you the email address on sign-up, then you wanna be able to send them messages across the very similar channels that Intercom had.
• 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.
• Each tool discussed in this blog comes with its own pros and cons.
• A self-service knowledge base contains articles, videos, guides or tutorials that help customers quickly find answers to their questions without contacting the support team.
• Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

If you’re interested in just live chat, you’ll want to look into the Acquiring package. Once you login into your account, a live chat popup is available if you have questions that need quick answers. Their support section is based on the Docs forum, where you can ask questions or read on related topics.