Zendesk vs Intercom: Which Solution to Choose in 2023?
The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. 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.
If you’re an enterprise organization and need an all in one customer support solution,
Zendesk would be a great fit. We’ve taken great pride in providing exceptional service for almost a decade now. Our agents go above and beyond in helping our customers get the most out of Enchant.
Zendesk or Intercom: CRM
Intercom’s help center allows you to create and publish engaging articles around help topics. You can use its editor to effortlessly add images, videos, and call-to-action-buttons, wherever necessary. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. Let us kickstart the comparison with our first parameter- types of users. This section will help us understand whether the software is made for your business or not. Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability.
Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files.
Intercom Agent Dashboard
Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop.
Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools.
However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand. But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages. Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols.
As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution. This differentiates it from Zendesk, which offers a more traditional CRM experience. Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email.
However, the most common complaint is the pricing of some features. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.
Why we built an AI-powered live chat alternative to Intercom and other existing solutions
Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Zendesk also offers digital support during business hours, and their website has a chatbot.
Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support. One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum. 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. 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.
Best 14 Insurance Agent CRM 2023
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.
For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans. Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features.
Clear, easy to implement, and user friendly?
Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. 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. Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media.
Unlike existing solutions, with functional data limitations that are more hindrance than help, Talk is built into Ortto’s marketing automation, analytics, and customer data platform. Feature-Rich and Scalable – Zendesk is a well-known customer service software that offers an extensive range of features. It excels in ticket management, live chat, self-service portals, and integrations with various business tools.
The Help Center software by Intercom is also a very efficient tool. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff.
Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.
- If you don’t go with ActiveCampaign, then Zoho would be my second choice.
- Previous conversations and progress will all follow them around, making it easier for you to help your customers no matter where they are.
- However, there are some key differences between the two products.
- The Intercom Messenger, in particular, performs well compared to the Zendesk alternative.
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