Intercom vs Zendesk: Comparing features, integrations, and pricing

Therefore, it becomes all the more important to review your options carefully. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume. Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team. You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers.

• The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues.
• 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.
• Choosing the right platform is much easier when you know what you’re looking for.
• Additionally, it allows customers to self-serve with its knowledge base feature where customers can find answers to their questions quickly without needing to contact your team.
• Zendesk offers a built-in chat option (paid separately), a mobile app (both for iOS and Android) integrated apps so that you can offer fully scalable customer support.
• You can see exactly if your support volume is increasing, if your team is responding fast enough to your users and leads, and who on your team is the busiest.

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 metadialog.com businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools. Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing.

Intercom vs. Zendesk: Ticketing System

LiveAgent is a very popular alternative to Intercom that works great with smaller support teams. Like Intercom, LiveAgent offers a ticketing system, chat engine, and customer profile features. It also integrates with a number of external applications, including Zendesk and Salesforce. It is an affordable alternative to Intercom that offers a very similar set of features. Businesses can install Tidio on their websites in minutes for free.

• 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.
• Jetdocs helps you streamline your internal teams so you can make efficient decisions quicker.
• If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.
• This is because it comes with a free option, which is ideal for startups on a limited budget.
• On the other hand, you need to be careful about the various needs and requirements of your support team.
• If you want to check out an Intercom alternative WordPress websites can use without limits, try an option with 100,000+ active installations.

In both cases, you can find customers who are delighted or disappointed with the two platforms. This gives access to audio tools to convey messages in spoken communication when necessary. Notable additional Zendesk Chat features and details are provided in the table below. Zendesk Chat’s real-time monitor provides an overview of current site metrics, including the current response time, number of visitors in the queue, and chat durations. It’s similar to the Analytics section, but instead of providing all-time information, it gives metrics for the past 30 minutes.

Zendesk VS Intercom

In other words, if your marketing team decides to launch the Intercom chat on the website, every visitor who interacts with the chat modal will be counted as a person reached. Intercom has created a large supply of resources to help new users self-educate and get ramped up. However, an implementation expert can help your team get familiar with the tool even faster. Intercom also doesn’t currently offer the ability to redirect customers to an email contact form if live agents are unavailable after hours.

Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.

Zendesk or Intercom: Team communication

LiveChat is a Zendeks alternative that aims to improve the overall customer experience. There are available on more affordable platforms that small businesses can use. These platforms have been developed to provide maximum efficiency with lower budgets. In this article, we evaluated the top 10 Zendeks alternatives for businesses in terms of price and performance. This way, you can decide on the best platform for your business without further research. If you’re considering migrating to Enchant from Zendesk, we can import your data for you.

This would be especially useful if chats contain step-by-step instructions for troubleshooting. Your agents can jump right in and start using Intercom without a steep learning curve, which means quicker time to value. Since your agents will be using this tool daily, having an enjoyable user experience will also make it easier for them to become power users and really get the most out of the software. Intercom uses integrations to boost their chat functionality with even more features. Tidio allows businesses to communicate with their customers through live chat, which is a quick and efficient way to resolve any issues customers may have.

#3 Hubspot Marketing Hub and Service Hub

As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. In the current economic environment, it’s never been more important to know exactly what you’re going to be paying for, before you start paying for it. If you’re interested in just live chat, you’ll want to look into the Acquiring package.

Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications. Zendesk Chat offers a free plan, though we found that it has little value given that it allows only one agent and one concurrent chat. The three paid plans are priced per agent, starting at $19 per agent per month, and the number of features increases as the plans increase in price. Zendesk Chat is a live chat software created by Zendesk, a software company that offers a host of products. As a standalone chat product, Zendesk Chat is well-designed, simple, and easy to use.

What tools integrate with Intercom?

See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use.

It is designed for small businesses, while Intercom and HubSpot are more suited for larger companies. Freshdesk is also more affordable than Intercom, although both products offer a similar range of features. Just like Intercom, Zendesk offers a suite of customer service tools, including a help desk, chat, and several automation modules for marketing. You can decide which features you need and create your own setup within Zendesk Support Suite. The best features available in HelpCrunch are its open API, chat widget, and ticketing system.

Celebrated by brands and loved by their customers!

Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles.

In addition, they can monitor multiple processes at the same time and make necessary updates from a single center. In this way, it becomes possible to work efficiently in a shorter time. Freshdesk is one of the popular brands in the customer service market. Therefore, the characteristics of Gorgias were also developed in this direction. For example, the platform integrates perfectly with Bigcommerce, Magento, and Shopify. Instead, you need to refresh your browser to see the latest changes made by others… or install a plugin or browser extension that refreshes your browser every few minutes.

Knowledge Base

Kustomer was developed for businesses that expect CRM features from customer support software. A more affordable alternative to Zendesk, Freshdesk support combines all the tools for marketing and sales teams. It has basic features such as channel communication, loyalty tools, and detailed customer reports for analysis.

As someone that believes in using the best tool for the job + integration, over an «all-in-one solution» approach, I’m quite passionate about the software stack that we use. Teams waste time, energy, and revenue opportunities when they don’t have what they need in one place. Here are some of the things that our marketing department at Live Typing is especially fond of.

• They have a nice implementation of live chat in their product as well, it’s actually thoughtful (and further customer-focused).
• It`s the solution for communication between your website`s support and customers through many different channels.
• You might rather choose a more affordable solution that provides all the functionality your business needs.
• Front combines the simplicity of email inboxes with the insights and automation of a CRM.
• They help you create an omnichannel help desk solution instead of paying for different tools.
• We’ve taken great pride in providing exceptional service for almost a decade now.

On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. Our team can not only help you choose and set up your live chat software, but our agents can monitor all your channels for you, lessening the load on your team. To learn more about how LTVplus can help you drive engagement and increase conversions through live chat schedule a free consultation with us. Crisp is a great tool for startups and small businesses due to its completely free plan and simple interface.

The chat enables you to send targeted, behavior based Zendesk messages to customers. Zendesk chat provides a personal connection with customers who need support. Zendesk Chat shows up as a chat bar docked at the bottom of your site. Intercom features phone support, online support, and a knowledge base.