Compare Zendesk vs Intercom for Ecomm Businesses

However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. Please reload the page and try again, or you can contact Zendesk for support. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. Customer stories are another big part of the equation when comparing Intercom vs. Zendesk.

It also offers a suite of tools to help businesses create and manage customer support tickets. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options metadialog.com and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

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The bar for customer service keeps rising, and with Front, you’ll always stay ahead. Use simple routing rules and SLA warnings to get every conversation to the right rep right away. With a shared view of email, Facebook, SMS, calendars, live chat, CRMs, and 80+ apps in one space, you’ll have all the context you need to deliver a personalized touch. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses. Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication.

ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly. With CSAT and NPS surveys you can monitor and improve your customer experience. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make.

Convert leads into customers faster

Though, you can sum up the price together with the Intercom sales team accurately if you contact them. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware.

• We will help you find alternatives and reviews of the products you already use.
• To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs.
• Check new users, flows’ and individual pages’ views and segment your users.
• This can be a bummer for many as they can always stumble upon an issue.
• Gist presents an affordable option with unlimited seats, JitBit caters to businesses seeking a self-hosted solution, and Crisp.Chat provides an amazing free live chat service.
• Unify Customer Queries from multiple platforms in one and never miss out on any customers.

For instance, you can integrate Asana for project management, and integrate with Certainly for automated response and customer self-service. You don’t even need to get a separate email marketing tool because Intercom can notify your customers about feature updates, promotions, etc via in-app notification and email. You can live chat with your web visitors and send welcome messages, just like Zendesk. The Conversational Support plan helps you give quality support to your customers. It has a help center that notifies your team of new customer inquiries, requests, or issues. You can collaborate and resolve customer issues all in one place with this plan.

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This program is free for the first six months, and you have access to an AI chatbot that allows you to respond to support issues even when you are not online. Your sales team can also collaborate with this plan, manage ongoing projects and assign tasks with the Smart List feature. Most of the time, word of mouth is the most effective channel for acquiring new customers.

Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2.

Why Your Business Needs Live Chat

Other customer service add-ons with Zendesk include custom training and professional services. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. 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 and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it.

• Both products are so full-featured that they both take quite a while to learn.
• Both platforms share integration features, a knowledge base, a shared inbox, and automation capabilities.
• Access a shared workspace, a shared inbox that can track SMS, calls and email, knowledge base management, automation, reporting, and more with Zendesk.
• Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.
• For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members.
• There are even instances where customers don’t receive the first response in more than seven days.

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. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too. If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats.

Deliver personalized support without the tickets

Easy assigning of Email Queries and Live Chat to the right support agent to solve them precisely. Report and Analytics of businesses can gain valuable insights and improve their support strategy. This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention.

This means that on either the free or the Team plans, you can’t see any reports of past data. Zendesk was founded in 2007 by Alexander Aghassipour, Mikkel Asger Svane, and Morten Primdahl. The company currently has over 150,000 customers across all their products, which are divided into the Support Suite and Sales Suite. Zendesk’s main offering is their help desk and ticketing software, but there are other products that can either be combined with the help desk or can be used as standalone tools.

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They also do way more than customer support, you can use them for team collaboration, project management, marketing, and sales. A help desk solution, HelpCrunch focuses on ways to resolve customer issues and improve conversions. Features such as CRM, live support, e-mail marketing, shared inbox, and customizable chat widget offer important solutions to businesses. The platform’s all-inclusive customer service tool supports almost any channel through which businesses can communicate with customers.

Artificial intelligence chatbots called Freddy AI to allow processes to be automated. In addition, Freshdesk stands out with the various in-app collaborations that make it easy for support teams to work in an organized manner and resolve tickets. Its omnichannel features allow businesses to manage communication channels.

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Zendesk’s help center is feature-rich and helps you organize and store knowledge in a central location. You can enjoy the complete freedom to organize content to make it easier for customers to find the right solutions to their problems. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though.

To learn more about how we research and rate software tools, read about SoftwarePundit’s review methodology. If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month. The eligibility requirement for this program is also way easier than Intercom’s. The important thing is for businesses to decide on the most suitable software for them.

WhatsApp Business Chat and Facebook Live Chat Plugin are among the most frequently installed solutions for business massaging on a budget. You can add unlimited agents and monitor their performance from the admin page. The dashboard provides an overview of website visitors and allows you to trigger engagements. Also, the conversation can be transcribed and sent to both the customer and admin email addresses. The integration can be a little bit clunky, and some of the users were surprised by the lack of a free version of Intercom. If you want to check out an Intercom alternative WordPress websites can use without limits, try an option with 100,000+ active installations.

Intercom’s starter plan is quite similar to Zendesk for small Businesses. There’s integration for everything, live chat, ticket systems, self-service, etc. You can also integrate with PandaDoc to create, sign, and track documents. There are also several ticket apps that you can integrate into Zendesk to reduce the time it takes to resolve a ticket. It has a wide range of integrations that help your business run smoothly.

• With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers.
• Intercom stands out here due to its ability  to tailor sales workflows.
• LiveAgent is an Intercom alternative you might want to consider as it offers a number of support features that Intercom doesn’t.
• In a nutshell, both these companies provide great customer support.
• Altogether, this can significantly impact affordability in the long term.
• For any help desk software to succeed, the dashboard interface is extremely crucial.