Zendesk Vs HubSpot 2024 Comparison
Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support.
- Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.
- An important feature Zendesk offers that Intercom lacks is more advanced, real-time analytics.
- The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents.
Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Survey composer allows you to create the question and answer format, also customizing color, rating scales, and greetings. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Agents can prioritize overdue tasks, today’s tasks, or future tasks. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.
Customer Support: How Zendesk and Intercom Stack up
Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting zendesk or intercom the customer first. She also loves to run marathons and play softball in her spare time. You can use this support desk to help customers or you can forward potential new users to your sales department.
As a call center solution, Zendesk is quick to set up and easy to manage. Due to its cloud-based nature, your agents can be located anywhere in the world, as long as they have a headset and an Internet connection. While Zendesk can be integrated with third-party email marketing tools like MailChimp, Intercom may be your best bet if regular communication with your customers is a priority. Another feature Intercom offers that Zendesk doesn’t is email marketing tools.
Intercom Chat VS. Zendesk Chat: Integration
There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. Use ticketing systems to manage the influx and provide your customers with timely responses. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. This Intercom competitor can respond to customers across various social platforms and connect them to the appropriate agent for the job.
Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees.
A different approach
Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options.
The most common complaints in Zendesk reviews mention the lack of features at certain price levels, difficulty navigating its interface, and a slow setup period. Intercom reviewers complain about its lack of scalability, the increase in costs as your customer base grows, and challenges accessing a customer service agent when in need of assistance. Zendesk offers its own call center software called Zendesk Talk, which is a virtual call center solution embedded into its ticketing system.
While Zendesk and HubSpot are great options for automating customer relationship management, HubSpot holds a slight edge for its features. Also, if you’re looking for a CRM that focuses more on customer service and support, Zendesk is the better option. Businesses engaging in direct sales through multiple channels will benefit from Zendesk Sell’s offerings, too.
Zendesk’s security features and sales capabilities are known as some of the most advanced in the industry. With over 30,000 clients worldwide and offices in San Francisco, Chicago, London, Dublin, and Sydney, Intercom is a world-class product compatible with any website or web-based application. It provides a one-stop solution for your customer communication needs, with advanced features such as targeted content, behavior-driven messaging, and predictive responses. On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate.