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.

Both solutions provide a campaign tool, live chat, and a knowledge base. We will compare those customer service solutions in terms of functionality and price. Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform’s modules include chat support, call center solutions, help desk applications, and knowledge base, so you’ll cover all the bases of efficient customer services. Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing. One of Zendesk’s most notable aspects is its robust ticketing system.

Integrating Data of Different Structure

This customer communication platform enables companies to provide support at scale. Front uses the simplicity of an email inbox and combines it with the automation and insights typical for a CRM to manage customer communication. Anyway, Helpjuice focuses specifically on enabling users to create a fully-customizable knowledge base to be used by both internal employees and their customers. Such customization allows users to tailor the look and feel of both their customer-facing knowledge base as well as their internal knowledge base to that of their brand. Whether you’re a startup or an enterprise-level organization, we’ve got you covered. Zendesk is best suited for customer-facing brands that can benefit from streamlining their customer service operations.

Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans.

Sales pipeline and lead nurturing

So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration.

• If none of these options helps your customer, there is a ticketing system that notifies you of new issues.
• For support teams, ensuring that agents are on the same page is an essential part of the customer experience.
• Your agents can jump right in and start using Intercom without a steep learning curve, which means quicker time to value.
• With familiar customization tools, you can easily tailor the look and feel.
• This option is useful for those who are looking for a smooth switch from Zendesk to Intercom.
• We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs.

Honestly, when it comes to Zendesk, it is not the most modern tool out there. 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. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff.

Why is the knowledge base important?

The software also helps support staff reach customers where they want to be contacted. Many people like HappyFox because it makes the process easy for everyone. Another great Intercom feature is that it allows users to create comprehensive knowledge bases. Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative. Of course, Intercom’s messaging capabilities also make it easy for clients to connect with agents when necessary.

The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers. The amount of data you have for each object in Zendesk will affect the duration of the transfer process. The more data you have, the longer it will take to transfer it from Zendesk to Intercom.

Choose Technologies to compare

If you want a system that is just like Zendesk, then check out Freshdesk or LiveAgent. Alternatively, some companies want a software similar to Zendesk but more accessible and modern. If this preference sounds like you, metadialog.com then check out all-in-one solutions like Help Scout or HappyFox. Gladly is best suited for support teams that are mature and looking to invest in a high-end tool that focuses on phone support, robust routing, and IVR.

Another great add-on that ClickDesk offers is the ability to integrate your social media tools with live chat, helping to increase followers and engagement from your website. Help Scout’s shared inbox makes it easy to collaborate on customer support issues and ensures the customer experience is seamless from all sides. If you’ve been an Intercom user who’s unhappy with the features surrounding customer support, Help Scout is the perfect alternative for your team. Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere.

Everything you’d expect from a help desk—and more

This enables your operators to understand visitor intent faster and provide them with a personalized experience. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2.

• Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans.
• Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality.
• In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply.
• What really struck me though is that people seemed to like Zendesk more.
• The chat enables you to send targeted, behavior based Zendesk messages to customers.
• Most of these tools are free for small teams, so you can get a lot of work done in one place; Zendesk.

The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions.

How Can eCommerce Businesses Get More Sales And Deliver Better Customer Service With Live Chat?

There are also integrations for other project management and collaboration tools just like Zendesk. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance. There is also integration with project management tools such as Jira, Slack, Mailchimp, etc.

Front’s omnichannel, shared inbox allows you to collect customer messages from all your communication channels. This enables all departments to collaborate seamlessly, organizing their messages and delivering timely support to customers while maintaining a personal connection. Gorgias offers social media sentiment analysis, something many other competitors do not have as their feature.

For Small Businesses

I mean I stumbled upon this article where people from Outreach.io were telling why they’d switched from Intercom to Zendesk, then I saw this comparison, where Zendesk seemed to beat Intercom at the end. HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. It allows you to chat with visitors on your website and convert them into customers. Intercom integrates with far more applications than Zendesk Chat.