Intercom vs Zendesk: Which Is Better?

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The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. You can enable some forms for collecting customer info on the go. Also, HappyFox offers paid plans for an unlimited number of agents — the price will start from $1499 per month, billed annually.

  • In addition, the platform’s comprehensive and detailed reports give users a lot of insight into their performance.
  • You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare.
  • HubSpot is a comprehensive marketing and sales platform that includes a powerful customer communication tool (CCM solutions).
  • Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.
  • Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time.
  • 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.

It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales. The result is that Zendesk generally wins on ratings when it comes to support capacity. And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help. Search our comprehensive Knowledge Base to answer any question you might have about our products.

– Harness the power of chat for your customer service

It’s highly customizable, too, so you can adjust it according to your website or product’s style. Zendesk also has the Z Bot, which will take your knowledge base game to the next level instantly. It can automatically suggest relevant articles to customers reducing the workload for your support agents. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. This Zendesk replacement will assist you with connecting customer data, support channels, and your support personnel.

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… HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. „Favorable“ and „Critical“ user reviews are selected using the review helpfulness score. The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.

Built to last

After answering those questions, pick no more than two or three options from your list and try each of them. Having firsthand experience might help you determine what functions best in a practical environment. Each of the above plans has a 30-day free trial, allowing you to try them out before purchasing an annual subscription. In this case, Drift stands as a winner due to its intuitive UI and easy setup process.

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Zendesk is used by some of the largest organizations around the world, and has been recognized as a leader in customer relationship management software by Forrester Research for many years. Whether you’re a small business or a large enterprise, Jitbit is a great alternative to Zendesk. With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions.

000+ companies delight customers with Front

With Front, you won’t have to choose between efficiency and building strong customer relationships. Intercom is a complete customer communications platform with bots, apps, product tours, etc. Drift is an alternative to traditional live chat as well as an Intercom alternative. It operates utilizing automated messages created according to the type of inquiry visitors receive.

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Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available.

Zendesk Chat vs Intercom – Consolidated Help vs Convenient Apps

A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business. 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. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started.

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The tool was later integrated with Zendesk, making it more robust. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.

Why should I choose Zendesk over Intercom?

Now that we’ve highlighted the main reasons you should explore Intercom and Drift, let’s compare both tools in detail. If you’re spending more than one day formulating strategy, you’re missing out on countless opportunities. Learn why a Sentient Strategy® approach could make sense for your company. Select your integrations, choose your warehouse, and enjoy Stitch free for 14 days. Intercom develops and publishes communications technology to monitor user behavior. Integrate Zendesk Chat and Intercom to turn your data into actionable insights.

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I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. What makes Intercom stand out from Zendesk are its chatbots and product tours. The platform is gradually transforming from a platform for communicating with customers to the tool that helps you automate every single aspect of your routine.

New Intercom User to Has Submitted Wufoo Form to Submit New Zendesk Ticket

Your selection of Zendesk vs Intercom may depend on the size of your company. It is worthwhile to explore the features of both, prior to making a decision on which one you should use. Below, we’ve compared the pros and cons for Intercom vs Zendesk. While Intercom does not offer free trials, they do offer demo versions of each plan. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls.

  • Zendesk would be a great recommendation if you’re already in the Zendesk world, that is, if you have Zendesk for ticket support, maybe have a few other things.
  • In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk.
  • Customers can search the help center by query keywords and sort through articles in 40 languages.
  • 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.
  • Intercom allows visitors to search for and view articles from the messenger widget.
  • Ultimately, the right platform should enhance your support processes, improve customer satisfaction, and contribute to your business’s long-term success.

There are dozens of ready-made solutions for online chatting, some tried and true, some fresh and promising, so before you make your decision, size up the scale of your business and assess your budget. Fast-growing companies and established enterprises could pick Intercom or Zendesk, while small businesses would be better off with Chatra and JivoChat. Freshchat offers a free plan with limited features, as well as paid plans starting at $15/month per user.

Best Zendesk Alternatives 2023 (Free & Paid Zendesk Replacement)

Let’s say for 1000 people or 1000 users, let’s say for users, you’re paying about $200 a month to be able to message those people for their messages. Delivery windows, interesting feature, you wanna send the messages only between 8 a.m. So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution. That’s their main support, so let’s look a little bit beyond email. Alright, so we have email, we have webhooks, you know webhooks is for integrating just like we said before.

  • Every organization can benefit from the various apps and bundles offered by Zoho Desk software.
  • In this article, we evaluated the top 10 Zendeks alternatives for businesses in terms of price and performance.
  • But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk.
  • There are a number of customer communication platforms (CCM solutions) available on the market today, each with its own unique set of features and benefits.
  • This powerful tool allows you to set up automated workflows, manage tickets, and provide better customer service all in one place.
  • When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience.

According to Capterra, Intercom scores 4.5 out of 5 based on 881 user reviews, while Drift scores 4.5 out of 5 based on 168 user reviews. Strengthen relationships with your customers with an online messaging system. The first thing we like to look at when we see a tool is just to understand what are some of the use cases they seem to be pitching. Either by looking at case studies, or even just the general sales, marketing pages. No API maintenance, ever, while you maintain full control over replication behavior.

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Pricing starts at $25/mo and has a pretty good free plan as well. Price goes up as you add more agents and seek more integrations with the platform. The primary platform comes with live chat and is a great external support system. On top of that, AzureDesk integrates with popular third-party applications like Slack and Salesforce so you can provide even better service to your customers.

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