อังคาร. ก.พ. 27th, 2024

Zendesk vs Intercom: the ultimate comparison by Ana Khlystova HelpCrunch

zendesk or intercom

Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. To help explore these gaps, we decided to check out the reviews of both Zendesk and Intercom and get a sense of where the complaints pointed.

zendesk or intercom

There is also an opinion that Zendesk’s interface and design are slightly less convenient in comparison to Intercom’s, which provides a more streamlined user interface. It means that Zendesk’s prices are slightly easier to figure out than Intercom’s. Creating multiple support request forms to quickly find out the most relevant problems of your clients.

The future of customer service is integrated, AI-enhanced—and powered by Intercom

It is not clear how quickly one gets a response after one contacts their support department. If you check out a Freshdesk review, you will likely get a solid rundown of their main toolkit. This will include everything from email ticketing to omnichannel communication and customer segmentation. See for yourself how transforming your customer support can help improve ROI. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues.

Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. 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.

Zendesk vs Intercom: Help Desk Software Comparison

Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. Create code-free screencast tours of products, websites, webpages, and applications within your website. 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.

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Zendesk was released in 2007, starting off as a support ticket tool for customer service teams. Since then, it has evolved into a complete customer relationship management (CRM) solution focused on streamlining and improving communication. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports. Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

Zendesk vs Intercom for ease of use

Intercom’s pricing is much more customized, offering two monthly plans geared to very small businesses. Larger companies will need to book a demo and receive a custom quote for services. Real-time analytics are displayed on a live feed, providing necessary information on your dashboard and broadcasting it to your support agents. This can help your agents determine where they should allocate their time to assist their customers most effectively. Zendesk is your best bet if you’re looking for a virtual call center solution, and you won’t be disappointed with the fully functional support platform that it offers. But if you’re already using Intercom, then you can use a compatible integration in order to meet your needs.

Its AI Chatbot, Fin, is particularly noted for handling complex queries efficiently. Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. This exploration aims to provide a detailed comparison, zendesk or intercom aiding businesses in making an informed decision that aligns with their customer service goals. Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs. Zendesk has a help center that is open to all to find out answers to common questions.

Zendesk vs Intercom: Reporting and Analytics

Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Learn how top CX leaders are scaling personalized customer service at their companies.

  • Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time.
  • The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.
  • With a wide array of customization options, you can effortlessly tailor the theme to match your brand identity without any coding required.
  • As you can imagine, banking from anywhere requires a flexible, robust customer service experience.

Optimizing your listing can not only boost install numbers but also help you get in front of the right customers. Spectre is a simple yet customizable Help Center theme to fit most brands and features effortless integration of your brand elements such as logos, color palettes, and typefaces. Add your branding and the theme will automatically highlight posts, recent activity, and community interaction. Only employees in your organization with a Zendesk account can view tickets inside Zendesk. Request a Zendesk account from your organization’s Zendesk admin to view the ticket inside Zendesk.

They bought out the Zopim live chat solution and integrated it with their toolset. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base.

zendesk or intercom

It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. Intercom’s large series of bots obviously run on automations as well. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability.

Features:

You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. They’ve been marketing themselves as a messaging platform right from the beginning. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

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