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  • Chen Le Phu Hai

Intercom vs Zendesk Why HubSpot is the Best Zendesk Alternative

zendesk chat vs intercom

In addition, you get access to reporting that lets you know how helpful your knowledge base actually is and how often customers are reaching out to support. Help Scout’s customer management feature allows you to keep track of your customer data, from previous conversations and recent orders to name and contact information. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.

zendesk chat vs intercom

Zendesk’s dashboard ties together your customer interactions from every possible channel. This makes it easy for agents to manage requests and communicate with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team.

Inability to provide an omnichannel experience

In addition, the platform integrates with more than 600 applications in the Freshworks ecosystem. Intercom is a flexible Zendesk alternative with many features in sales and marketing in addition to advanced customer support. The platform offers solutions in many areas like e-commerce, customer relations, CRM, and e-mail marketing.

  • An advanced feature Intercom offers is the in-depth report that the company receives each time a client issue is resolved.
  • As a standalone chat product, Zendesk Chat is well-designed, simple, and easy to use.
  • They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.
  • Businesses should always consider a tool’s TCO before committing to a purchase.
  • Intercom’s large series of bots obviously run on automations as well.
  • Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in.

Easily find customer profiles to ensure you’re providing them with the best possible service every single time. The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

What are customers saying?

Best for Teams looking for an advanced platform to engage with customers in meaningful ways and analyze customer feedback in real-time. Best for teams looking for quick solutions who don’t want to pay for add-ons such as KnowledgeBase, Live Chats, etc. This can make it difficult to budget effectively, with the true cost often being much higher than expected.

What is an Intercom?

An intercom system is an electronic device that enables two-way communication between people. Intercom systems also allow people in a building to grant property access to visitors by opening a door or gate remotely. Intercom systems have taken many forms throughout history.

Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat.

Zendesk vs. Freshdesk: Customer support

It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. As experts in customer service, we have worked and tested many live chat and helpdesk platforms. That’s why we wanted to make a comparison of these tools with the goal of helping you decide which one would be a good choice for your business. Below, we present the main features, pros, and cons of a popular Zendesk alternative – Intercom.

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If you’re out there looking for a simple yet robust tool with cool features, such as collision detection, try Help Scout as soon as possible. Customerly tick all the boxes that Intercom customers are searching for in a replacement except for Product Tours. No need to worry cause If you need product tours, you will find in UserGuiding a great companion to Customerly. They will also offer support by email, but no telephone numbers are listed for reaching out to the team.

What are the best free Intercom alternatives for small businesses?

Intercom software is simple, personal, Intuitive, and Informative. If you’re looking for a customer service platform that can grow with your business, Freshdesk is a great option. It offers features like knowledge bases, email management, chat, and social media monitoring tools. Limited access to data and generic, generative AI means that businesses are unable to provide their customers with truly personalized communications at scale. It delivers a multi-channel support system with customer service automation. You can set business rules, SLA, and ticket routing based on the agent’s skills, language, and expertise.

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In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing results as you type your query. The bot also ensures that the customer or employee will find the right article before contacting an agent. Thus, it leaves your team to solve more important customer requests. If your business has an app, in-app messaging can be used to send messages to customers.

Intercom vs Drift: How Do the Two Popular Live Chat Tools compare?

Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket metadialog.com system for incoming customer queries. Its service also offers automated ticket distribution, workflow automation, automatic notifications, and more to create a seamless support process for your team.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

With the Conversational Customer Engagement Plan, you can keep your current customers engaged by sending them feature updates, promotions, banner messages, and other exciting content. It’s not as simple to get started with Intercom as it is with Zendesk. Although the Zendesk user interface is not as appealing as Intercom’s, it is much easier to navigate for both new and experienced users. Zoho Desk is a complete Zendesk alternative for sales-oriented teams.

Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships

Thus, any specific in this smaller than Intercom solution, would be a better choice in case you need those. Third-party integrations make it easier to manage customer data, segment customers, and send targeted marketing messages. They help you create an omnichannel help desk solution instead of paying for different tools. Examples include integrating your CRMs and marketing automation tools.

zendesk chat vs intercom

Jitbit integrates with popular third-party applications like Slack and Salesforce so you can easily sync information between the two platforms. And their customer support is top-notch—you can always rely on their team of knowledgeable professionals to answer any questions or concerns. 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.

How do I switch from Zendesk to Intercom?

Go to Intercom Articles and click “Migrate from Zendesk”. Now enter your Zendesk subdomain and click “Migrate to Intercom”. Note: Your Zendesk articles will be converted into Intercom articles.


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