intercom vs zendesk

They’ve been marketing themselves as a messaging platform right from the beginning. Proactive tools help your team solve problems before customers reach out, with minimal effort. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Gorgias is a powerful Intercom alternative for e-commerce-focused businesses. LiveChat is one of the most suitable Intercom alternatives for low-budget businesses.

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.

Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts.

Zendesk Chat vs Intercom – Consolidated Help vs Convenient Apps

It also integrates easily with powerful applications like Salesforce, and Zendesk. Similar to Intercom, Zendesk offers many customer service tools, including a help desk, chat, and marketing tools. Qpien has many features that support teamwork and automate workflow processes. With features such as automatic response, canned response, and customer profile creation. This way companies can offer a faster and more personal customer experience.

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. But Intercom’s friendliness for growing companies is something you can’t afford to ignore. If you’re a growing business, you might want to go with Intercom.

What is Zendesk?

Gist not only has a support system but also a marketing automation platform (sold separately), they are very close to Intercom in what they do and have similar features. One thing unique about Gist is while their base plan starts at $29/mo with 5 users included, their $99/mo plan includes unlimited users making it a perfect and affordable suite for large teams. They have been around for years, are reliable and many large enterprises use them. Not a great internal ticketing suite but amazing for external customer experience. Hubspot, of course, has quality in its products, the Service Hub is focused on the entire customer experience similar to how Intercom is but with slightly fewer feature sets. The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents.

  • Email marketing is one of the most effective ways to communicate with your customers.
  • There is a simple email integration tool for whatever email provider you regularly use.
  • Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions.
  • This feature alone facilitates the operation process on incoming tickets, as agents can use their favorite social channels to get in touch with each other without swapping applications.
  • Zendesk provides a variety of solutions including customized ticketing automation, self-service solutions, and customizable configurations based on your business needs.
  • Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability.

And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution.

Intercom VS. Zendesk: Feature Analysis

Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. These products are able to integrate with each other, which offers customers more personalized customer experiences. Zendesk also offers tons of APIs to customize the software to the users’ needs. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Crisp is a great tool for startups and small businesses due to its completely free plan and simple interface. Use its desktop or mobile app for your team and easily access a number of their features without having a premium plan.

intercom vs zendesk

Now let’s go to pricing to understand what it would cost to send different things. Zendesk would be a great recommendation if you’re already in the Zendesk world, that is, if you have Zendesk for ticket support, maybe have a few other things. So if you have a few of those, that could also be a good fit just naturally, you’re gonna be part of the same universe of tools.

HubSpot vs. Zendesk – customer service tool that’s more adaptable in supporting and shaping each step throughout the process

Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior. Zendesk Chat shows up as a chat bar docked at the bottom of your site. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Intercom features phone support, online support, and a knowledge base. Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those.

Who owns Intercom system?

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. They previously ran Irish software design consultancy Contrast, which made a bug tracking tool called Exceptional.

We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. 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. Customers now expect a more personalized experience, and businesses try to give them the best service possible for their satisfaction.

SysAid vs. Zendesk – robust help desk software that specializes in IT services as well

You can leverage chatbots to handle basic customer queries and reduce the burden on your support team. You can add agents, create teams, and set agent roles & permissions to decide their level of access to the tool. Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents. You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents.

  • With its intuitive design and comprehensive set of features, Help Scout makes it easy for your team to manage tickets, automate workflows, and provide better customer service in one place.
  • Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people.
  • The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.
  • Front is built for collaboration at scale, so customers always get an authentic, thorough reply.
  • Let us kickstart the comparison with our first parameter- types of users.
  • It can automatically suggest relevant articles to customers reducing the workload for your support agents.

Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement.

What is Intercom also known as?

An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.