Zendesk vs Intercom: A comprehensive comparison guide


Switching from Zendesk to Intercom Help Center

zendesk or intercom

You can publish your knowledge base articles, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. Intercom also has https://www.metadialog.com/ an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. The company launched its platform last 2016, and as of today, they are one of the most robust AI chatbot software in the industry. However, if you’re looking for support that goes the extra mile, look no further than Ada.

  • This includes automatic delivery of help desk tickets to the correct department or agent, prioritization of inquiries based on severity, and escalation of urgent issues.
  • Depending on the plan, it can even be free for a lifetime for any number of agents.
  • Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services.

If your team is looking for a robust live chat option to engage website visitors, Olark is the perfect Intercom alternative for you. The bot feeds customers and employees the relevant articles upon making a query. This makes things faster for support teams to access information without bothering other users. 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.


It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Intercom also offers automation features for streamlining your customer support. Their bots use machine learning to suggest web links, knowledge base articles, and answers to FAQs directly within live chats. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool. If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month.

By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process.

FreshDesk Messaging

Their most major development was acquiring the live chat platform Zopim, which was rebranded as Zendesk Chat. Since then, they have expanded their line to include products such as Zendesk Sell, Talk, and Sunshine Conversations. Messagely’s live chat platform is smooth, effective, and easy to set up.

If you create a new chat with the team, land on a page with no widget, and go back in the browser for some reason, your chat will go puff. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to.

Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget. When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams.

zendesk or intercom

It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Test any of HelpCrunch pricing plans for free for 14 days and zendesk or intercom see our tools in action right away. The cheapest plan for small businesses – Starter – costs $74 monthly, including 1 seat and 1,000 people reached/mo. Each additional 1,000 contacts on a Starter plan will cost you $19/mo or $79/mo on a Support Pro plan.

Pipedrive is a CRM platform that helps sales teams stay organized and focused on their goals. It allows users to create deals, track activities, and manage contacts all in one place. Pipedrive also offers integrations with other popular tools, such as Intercom, to help streamline processes and increase efficiency. Selecting the best customer service management software for your business is critical for the success of your customers and agents.

Live Chat Software Market Research Report 2023-2030 … – Laguna Now

Live Chat Software Market Research Report 2023-2030 ….

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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. Clearbit integrates with Intercom to provide users with enriched customer profiles. With this integration, Intercom customers can access Clearbit’s suite of APIs to enrich their customer profiles with additional information such as job title, company size, and industry. This allows them to better segment their audiences and target their messaging more effectively.

Supercharge customer support and product analytics

Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system.


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