This robust platform offers a high-definition view of customer experiences by providing real-time insights into satisfaction, sentiment analysis, case resolution time, agent performance, and more. Best alternative to Zendesk for e-commerce businesses looking to streamline their customer service and support capabilities. Freshdesk also understands the importance of real-time updating of information and documentation. The software includes agent “collision detection,” ensuring that multiple agents don’t accidentally pick up and work on a single inquiry when only one person is needed. Finally, Help Scout enables companies to create customer-facing self-service portals. These portals can include knowledge bases and other such content to help customers find the answers they’re looking for without needing to contact customer support.
- Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive.
- You can host your knowledge center and support articles on Intercom.
- It allows you to chat with visitors on your website and convert them into customers.
- HubSpot’s all-in-one suite of tools includes capabilities for landing page creation, lead generation, email marketing automation, customer support, sales prospecting, operations, and more.
- Interactive product tours and smart tips significantly improve your user retention.
- Both solutions provide a campaign tool, live chat, and a knowledge base.
It can automatically suggest relevant articles to customers reducing the workload for your support agents. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable.
Zendesk vs. Intercom: Which one should you choose?
Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them. Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing. However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options.
Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite.
New Intercom User to Send Delighted NPS Survey to Submit New Zendesk Ticket
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. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column.
Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations. They have similar features, but Intercom has lots of features and tools that better integrate each other. Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand.
Customer stories: Learn why so many businesses are choosing Zendesk
This makes it easy to scale your customer-facing team’s communication without affecting quality or efficiency. Companies can also use Groove to create a knowledge base and customer portal, as well. On these platforms, organizations can present information via text and/or multimedia to help their clients quickly find the information they’re looking for. LiveAgent also gamifies the process of providing customer service, allowing agents to earn “badges” for completing certain customer-related tasks as needed. This enables organizations to identify top performers – and also to determine where extra training may be necessary for some. However, while Zendesk may be a great fit for some companies, it’s not for everyone.
Professional plan starts at $29 per agent per month and includes unlimited triggers, the ability to add operating hours, and chat reports. The enterprise plan starts at $59 per agent per month and includes every feature – from real-time monitoring to 24/7 live chat support to skills-based routing. Fullview augments Intercom’s functionality by giving companies the option of adding cobrowsing, session replays, and customer calling to Intercom.
Skyvia offers a number of benefits for import Intercom data to Zendesk or vice versa. With Skyvia import you can use data filtering, perform data transformations, and many more. Besides, Skyvia supports the UPSERT operation — inserting new records and updating records already existing in the target. This allows importing data without creating duplicates for existing target records.
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.
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. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback.
Choose your top Intercom alternative
Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality. If you’re a sales-oriented corporation, go with Intercom for its automation options. Both tools can be quite heavy on your budget, since they’re mainly targeting big enterprises and don’t offer their full toolset at an affordable price. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?).
Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. 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. LiveAgent is often referred to as the best Zendesk alternative for cost value.
Robust self-service and knowledge management
As you probably know, Refined integrates with Atlassian platforms to help you create intranets, documentation sites, and support sites, but we can do more. In particular, you can integrate your Refined site with any platform that has a widget feature, including common support and custom relationship software like Zendesk and Intercom. Without a doubt Zendesk is the most popular help desk sofware out there, this doesn’t mean that there is no competition. Using Zendesk if you have a small team would work fine, even tough . Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting.
Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations.
Another drawback is that you can’t call users directly through Intercom. You have to go to their customer details page, locate their phone number (if you have it), and then call them some other way. This can be inconvenient if you’re having an issue with a customer and need to talk about it right away — especially if you want to call them and cobrowse with them in your app. Fortunately, metadialog.com there are integrations that can add this functionality to Intercom. DMs allow you to send messages to users directly from Intercom’s interface, rather than having to switch over to another app like Messenger or WhatsApp for communication purposes. This makes things much easier for all parties involved and keeps all your customer communication is one place so everyone has access to it.
- Though some features are limited to Zoho Desk’s most expensive plans, the platform offers many free features and great value.
- As both platforms have their pros and cons, it can be difficult to decide which one is right for your business.
- Whether you’re a startup or an enterprise-level organization, we’ve got you covered.
- This list of Freshdesk alternatives will help you find a tool that’s right for you.
- This allows all internal teams to remain on the same page when working through a specific customer’s problem.
- This enables support staff to reach customers where they want to be reached – making the entire process easier for everyone.
Crisp’s top features include co-browsing, a CRM, a shared inbox, a chatbot, a ticketing system, and more. Plus, it has a number of integrations to make the process even easier for your team, like Slack, Zapier, Salesforce, and WhatsApp. 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.
Is Zendesk similar to Intercom?
Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.
What is the competitive advantage of Zendesk?
Consistently highest ROI
Zendesk offers an omnichannel solution that gives you the tools to improve customer support and boost your ROI. In a 2021 study by Forrester, Zendesk for enterprise increased the ROI of some businesses by 286 percent over a three-year period.