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. Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data.

Use simple routing rules and SLA warnings to get every conversation to the right rep right away. With a shared view of email, Facebook, SMS, calendars, live chat, CRMs, and 80+ apps in one space, you’ll have all the context you need to deliver a personalized touch. As a freelancer, I don’t need all the integrations and support that Intercom provides.

Built to last

It can be the right option for big enterprises that have global customers and big support teams. Its familiar, collaborative interface powers support teams of all sizes to treat customers like humans, not tickets. Intercom, on the other hand, has a team collaboration feature.

This website is using a security service to protect itself from online attacks. The action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help.

Intercom:

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. 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. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

• They’ve changed their products a little bit, they organized them a little bit differently over the past couple years.
• As part of Zendesk’s central CRM, Zendesk for Service provides a suite of built-in tools like help desk features and omnichannel support, designed to offer support and convenience for your customers.
• Zendesk Sunshine is a separate feature set that focuses on unified customer views.
• Lots of users complain that Intercom support is not available most of the time, so you’re forced to repeat your question over and over again to a bot.
• Gorgias has a knowledge base feature that allows companies to build white labeled robust FAQ pages that are on brand and allow customers to easily find answers to their questions (example from Krave Beauty).
• Since August 2016 a new version of the agent/admin interface of Zendesk is available, with a more clean and modern design.

It gives support and sales-focused teams valuable insights into how customers use the system, providing them with helpful customer satisfaction metrics and identifying areas for improvement. Crisp offers many integrations with leading tools of the industry so you can get started with Crisp. Make your data flow seamlessly between multiple environments in a few clicks. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better.

Multi-store Connections

Intercom is a customer relationship management and messaging tool for web businesses. Check out the Help Scout Integrations page to see all the integrations we’ve built. So it will transmit the live data on the users and what they are doing in your app. You can convert the Intercom conversations into Zendesk tickets. This option is useful for those who are looking for a smooth switch from Zendesk to Intercom. Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing.

However, it doesn’t have integrations with  Magento and BigCommerce. This is due to not only the price but the features included, such as Help Desk and the ability to manage incoming tickets. Finally, with Zendesk Chat you can interact with your customers through multiple channels.

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As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction. As well as Intercom, it allows sharing of private notes with other support agents. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like metadialog.com 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. Zendesk was founded in 2007 and as such, is one of the oldest customer service management software offerings available on the market today.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.

Live Chat Features

They also do way more than customer support, you can use them for team collaboration, project management, marketing, and sales. For automation and messaging at scale, you can choose from two plans- Accelerate ($499) or Scale ($999) per month for up to ten users, depending on your business needs. Intercom costs can go even higher with custom add-ons such as Product Tours (from $199/month, Advanced lead generation (from $499/month), Advanced customer engagement (from $499/month), etc. Intercom’s pricing can be divided into basic messaging and messaging with automation.

Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free). Honestly, when it comes to Zendesk, it is not the most modern tool out there. It has very limited customization options in comparison to its competitors. As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. Is the winner that obvious or is it more complicated than that? As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses.

Implementing platforms that enable growth

Zendesk, on the other hand, only has 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. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies. It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need.

Zendesk chat vs Intercom offers similar chat features but still has a couple of differences. In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities. Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget.

Intercom, Drift and Zendesk Strategies On Website

Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning.

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. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive.

• Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data.
• However, since it’s not built for ecommerce, the lack of deep Shopify integration could be a deal-breaker.
• 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.
• A complete set of customer service management offerings to help you create human relationships with your customers.
• Zendesk’s help center is feature-rich and helps you organize and store knowledge in a central location.
• As a leading cloud-based help desk software, Zendesk is home to many popular businesses such as Siemens, Mailchimp, Tesco, GrubHub, and more.

With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources.