Intercom vs Zendesk: Comparing features, integrations, and pricing

intercom vs zopim

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly.

intercom vs zopim

For inbox, we have seats, so the idea of how many people can respond to the messages, or how many people can be on the chat. Based on that, for software companies that have mobile apps or cross-platform, they might have a mobile app or a web app, Intercom tends to stand out as a really solid option. The marketing has been quite good, despite what was a confusing product set. They’ve changed their products a little bit, they organized them a little bit differently over the past couple years. We’ll have email as the foundational one, then the website portion through the Zendesk web, which is very similar to what Intercom has. Then we have mobile push notifications, SMS, same thing, they ask you to provide an SMS provider account, that’ll be something like Twilio.

The “SaaS” Live Chat: Intercom

Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article.

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Intercom does just enough that smaller businesses could use it as a standalone CRM or supplement it with a simpler CRM at a lower pricing tier, but bigger companies may not be satisfied with Intercom alone. You can still, of course, tie people, it’s tied with some of the, I know Zendesk has a little widget too. It can still be used in the same way, but from our perspective, it seems to be much more geared towards customer support, less so for sales and marketing. If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering. With a one-time fee starting at $2200, JitBit allows you to host the customer service platform on your own servers, giving you full control over your data. This can be particularly advantageous for businesses operating in highly regulated industries or those with strict IT policies.

– Benefit from a shared inbox

This allows agents to work on their own device anytime and anywhere. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Intercom is a customer messaging platform for sending both automated and live chat messages directly to the customer. Panoply’s Intercom integration makes it possible to load your data directly into your own data warehouse, without an ETL process in place or costly data infrastructure.

intercom vs zopim

In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business. To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool.

Zendesk vs Intercom: 2023 Explicit Comparison

Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget. You can create new articles in a simple intuitive WYSIWYG text editor, divide them by categories and sections and customize it with your custom themes. However, it’s obvious that they’re crafted for different use cases. Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. Userlike system is one of Zendesk’s competitors with a very user-friendly and simple UI.

intercom vs zopim

Zendesk provides an integrated on-demand helpdesk – customer support portal solution based on the latest Web 2.0 technologies and design philosophies. The product has an elegant, minimalist design implemented in Ruby on Rails and provide… Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page. Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. A complete set of customer service management offerings to help you create human relationships with your customers.

Knowledge Base

Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience. HubSpot’s Solution Partner Program is a network of over a thousand agencies to help you resource your marketing strategy with HubSpot. Whether you need someone to help create content, set up ads, or build workflows, there’s a partner here for you. See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%.

  • Zendesk has great intelligent routing and escalation protocols as well.
  • Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll.
  • But it’s designed so well that you really enjoy staying in their inbox and communicating with customers.
  • And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that.
  • A chance to customize chatbots, a more detailed customer satisfaction survey and product tours for the chat software are just a few of the powerful features that are mostly related to chat features.
  • We wanted to see a JavaScript library for anything we would wanna do on the web, we wanna see some libraries for a backend, maybe Ruby or Python or something else.

Plus, its ticket management system makes it simple to assign tickets to agents or departments and track the progress of each ticket in real-time. For businesses looking for an affordable yet feature-rich customer service platform, Gist is a solid choice. Its unlimited seats on the $99/month plan make it an attractive option for growing teams that need a scalable solution without incurring additional costs per agent. Gist offers a range of features, such as live chat, email marketing, and a knowledge base, allowing your team to effectively support and engage with your customers. Finally, for startups or small businesses looking for a cost-effective live chat solution, Crisp.Chat is the best option. Offering a free plan with essential features, such as unlimited chats, mobile apps, and basic customization, Crisp.Chat enables you to provide real-time support to your customers without incurring high costs.

Integrate your Zendesk Chat and Intercom data today

Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools.

intercom vs zopim

A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.

Intercom vs. Zendesk: Self-Service Tools

This solution is suitable for SaaS companies as well as eCommerce, EdTech, and FinTech teams looking for a Zendesk alternative. Another cheaper alternative for Intercom, Freshdesk is an intuitive customer support solution that helps you intelligently automate your business processes. You can enhance the number of customers you reach, improve their experiences and keep up with your competitors by providing better support at a faster speed. Moreover, you can increase your revenue by selling the products your customers require instead of selling them your products over a live chat. Choosing the right customer service platform for your business is crucial to ensure efficient communication and support for your clients. The decision should be based on your specific use case, team size, budget, and desired features.

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In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations. Zoho Desk is a support-focused offering from the Zoho suite of tools. Zoho CRM is a popular sales tool, making its help desk software an ideal solution for sales-centric teams who can benefit from the entire suite of tools.

New Intercom User to Has Submitted Wufoo Form to Submit New Zendesk Ticket

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. Depending on the complexity of the script and the amount of your data, the transfer process can take anywhere from a few hours to several weeks.

  • You can offer multichannel customer support, service, and increased sales using this customer support software and features like live chat, canned responses, consumer activities monitoring, and others.
  • Once you add them all to the picture, their existing plans can turn out to be quite expensive.
  • We assume that, if we wanted to work directly with the API, we do that.
  • They’ve changed their products a little bit, they organized them a little bit differently over the past couple years.
  • This is fine, as not every customer support team wants to be so available on the phone.
  • As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information.

Not a great internal ticketing suite but amazing for external customer experience. No-Code Chatbot Builder with just drag and drop conversational interface to deploy chatbots to Whatsapp, Messenger, or your custom website. Smart AI-Features help in summarising the whole conversation with your customers to avoid reading it whole email to know the query along with knowing the sentiment of customers.

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.

  • It also offers advanced analytics so that you can measure the effectiveness of your customer service strategy and identify areas of improvement.
  • Both Intercom and Drift offer numerous integration possibilities.
  • The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked.
  • Intercom

    – Intercom is a customer relationship management and messaging tool for web businesses.

  • Tools that allow support agents to communicate and collaborate are important aspect of customer service software.
  • Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.