Who Is the Winner in This Zendesk vs Intercom Showdown?

To be eligible for this program, you must be a new Zendesk customer; this must be your company’s first time using Zendesk. Your sales team can also collaborate with this plan, manage ongoing projects and assign tasks with the Smart List feature. By using Help Scout, whether or not you like it, you’re joining a “customer-centric support community”. When I see companies using Help Scout, I can’t help but just feel connected to them – just like that, they feel like a friend.

• For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members.
• Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing.
• ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes.
• If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import.
• It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more.
• Easy assigning of Email Queries and Live Chat to the right support agent to solve them precisely.

Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle.

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Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand. But if you’re not familiar with them, think of the software as online human resource departments.

Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support. Most of our Intercom alternatives have much more straightforward pricing plans that are based on the number of support agents you need seats for, allowing your business to better plan for expenses. For support teams, ensuring that agents are on the same page is an essential part of the customer experience.

Compare Intercom vs Zendesk

With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more. Intercom calculates the price based on the number of seats (users) you request. Depending on the seat type (subscription plan), users get access to different features.

It’s part CRM, part inbox, and designed to host all of your conversations, integrations, and more. If none of these options helps your customer, there is a ticketing system that notifies you of new issues. When you return to the office, you can use the live chat to respond to your customer’s issues. There is also a help center where customers’ requests can be seen by support staff. It’s hard to give premium customer support manually, that’s what customer support software like Zendesk or Intercom does for you. They also do way more than customer support, you can use them for team collaboration, project management, marketing, and sales.

Transparent, straightforward pricing

Both products are so full-featured that they both take quite a while to learn. If you don’t go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.

• Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team.
• That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.
• And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision.
• 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.
• If a customer is signed in to your app or website and has the left a live chat, Intercom will email them the conversation.
• First, a Home button gives you access to your dashboard, where you’ll find a snapshot of your current configuration.

Just a quick glance at the pricing plans and you can easily calculate how much your team will spend upfront as there are no hidden costs. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan. ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more.

Zendesk vs Intercom: functionality

When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible. You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect.

With industry-leading automation, your team can cut resolution time by 44%. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Check out which Intercom alternatives offer better value for money and will suit your business needs. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

Intercom vs Zendesk: intro

However, you should know that just like Zendesk, the free alternatives limit your features and functionality until you pay for a premium account. This can make it difficult to budget effectively, with the true cost often being much higher than expected. In fact, the pricing structure is one of Intercom’s most frequent complaints on G2. Some reviewers also expressed frustration with Intercom enabling setup and configuration for advanced features, but then requiring an upgrade to actually use them. We are helping e-commerce brands to provide an fantastic customer service experience.

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. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.

Cons of Zendesk

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. Based on verified reviews from metadialog.com real users in the CRM Customer Engagement Center market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization.