zendesk vs intercom functionality

Honestly, when it comes to Zendesk, it is not the most modern tool out there. The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month. 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.


HappyFox is one of the companies like Zendesk that offers all-in-one ticketing capabilities. This provides multichannel support and integrates with essential business services like accounting, customer relationship management (CRM), client feedback tracking, commerce, etc. This Zendesk competitor is best for small and mid-sized SaaS businesses. Zoho is a company that offers both customer relationship management software and Help desk software. Zendesk is a comprehensive all-in-one tool that provides companies with customer service management functions and other customer service-related features.

Service Hub Overview

This powerful tool allows you to set up automated workflows, manage tickets, and provide better customer service all in one place. Plus, its intuitive design makes it easy to set up and use right away. It also offers advanced analytics so that you can measure the effectiveness of your customer service strategy and identify areas of improvement.

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One of the recurring topics throughout this post has been Intercom’s pricing structure. Unlike Help Scout, which has a clear, direct pricing table on its website, Intercom’s pricing plan can be a bit more challenging to get your arms around. They only list pricing for one of their plans, and even that can become convoluted as you dig into what is and isn’t included. The only hiccup someone unfamiliar with Intercom might encounter is that the installation code is a bit hidden. Instead of being in the same area where users can customize their Messenger, it’s hidden away in the installation section of the workspace’s settings menu.

Intercom vs Zendesk: pricing

While its pricing may be on the higher side, the value it brings in terms of customer satisfaction and loyalty is well worth the investment. Gist not only has a support system but also a marketing automation platform (sold separately), they are very close to Intercom in what they do and have similar features. One thing unique about Gist is while their base plan starts at $29/mo with 5 users included, their $99/mo plan includes unlimited users making it a perfect and affordable suite for large teams. They have been around for years, are reliable and many large enterprises use them. Not a great internal ticketing suite but amazing for external customer experience.

What is better than Intercom?

Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.

What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful.

Intercom or Zendesk: Voice and phone tools

With the Productboard app for Intercom, you can capture valuable product feedback in Intercom and then send it to a centralized repository where it is easier to organize, glean insights from and implement i. Live chat is one of the most important tools in an omnichannel marketing strategy. Increasingly, however, businesses are finding that current live chat platforms such as Intercom are falling flat due to a frustrating lack of functionality.

zendesk vs intercom functionality

I’ll dive into their chatbots more later, but their bot automation features are also stronger. 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. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.

Company’s Address

Let it be custom properties, custom surveys, or custom reports; you can shape everything according to your team’s and customers’ needs. Note that Groove doesn’t provide a wide range of metadialog.com integrations (which isn’t a problem with Zendesk). It does not use sound alerts to notify you about new tickets, which can be a problem if you’re not always on the Groove interface.

zendesk vs intercom functionality

This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. Also, HappyFox offers paid plans for an unlimited number of agents — the price will start from $1499 per month, billed annually. This Zendesk replacement will assist you with connecting customer data, support channels, and your support personnel.

– Ensure team collaboration

We believe your customers shouldn’t be dragged into the world of a help desk solution. On the other hand, Enchant was built for the needs of small and medium business. If your team is familar with Gmail, Enchant

Inbox will feel like Gmail on steroids. Even more advanced multi-brand or multi-language setups are simple enough

that you’ll be able manage them without external consultants. However, you should know that just like Zendesk, the free alternatives limit your features and functionality until you pay for a premium account. When contrasting Freshdesk and Zendesk, there is no clear favorite.

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If you can afford it, Intercom is the first thing you should try out. It’s very unlikely that this sophisticated tool will disappoint you. If you’re looking for the answer to these questions, you’ve come to the right place. Just knowing the differences isn’t enough to make an informed decision, is it? So, let’s look at some of the features that are common to both Gorgias & Intercom. As you can see in the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support Magento & Squarespace.

HubSpot Reviews

Statuspage is a service that allows you to monitor your website’s performance and alert your customers in real-time when something goes wrong. You can also receive notifications about outages, security issues, and server maintenance. Zapier offers a forever-free plan for those who only need to perform 100 tasks per month. Paid plans start at $19.99 per month and include up to 750 tasks per month. You can start with our forever free plan that offers up to 1,000 recorded sessions per month. If you need more features and sessions, you can upgrade to the pro plan, which starts at just $39 per month.

  • Do you want all of the features that the big services have, but are a bit strapped for cash?
  • Not a great internal ticketing suite but amazing for external customer experience.
  • You can set up email sequences that specify how and when leads and contacts are engaged.
  • Zendesk offers robust, pre-built reports for sales and support teams.
  • Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload.
  • Intercom has a full suite of email marketing tools, although they are part of a pricier package.

We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly.

Intercom vs Zendesk: Which One is Right for Your Business?

Ultimately, this results in a poor customer experience, putting off prospective customers, disappointing existing ones, and negatively impacting your bottom line. Customer support is an important part of any business, and Zendesk’s customer support agents are no exception. Unfortunately, their customer service has been known to be less than stellar at times. Many customers find that the customer service representatives are slow to respond and don’t take the time to fully address their concerns.

zendesk vs intercom functionality

These are both still very versatile products, so don’t think you have to get too siloed into a single use case.

zendesk vs intercom functionality

Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles. Streamline the support you give by enabling customers to self-service with our knowledge base feature. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance. A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business.

  • There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due.
  • Freshdesk has three core tools, i.e., email ticketing, Twitter and Facebook integration, and knowledge base.
  • Rather, go with the tool that will help you solve your most pressing issues now, while keeping the door open for other options in the future.
  • While it’s no secret that Zendesk contains several relevant help articles that might be of help when you encounter a problem, some cases might require more than articles.
  • Anyone looking for a customer relationship management (CRM) tool to run and improve the whole customer journey can use and benefit from Zendesk.
  • Its location can be distracting when viewing customer information, especially when it serves up a proactive message.

If you’re a really small business or a startup, you can benefit big time from such free tools. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems. 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.

What is the difference between Intercom and Zendesk?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.

Freshdesk is a popular alternative to Zendesk and offers many of the same features, including ticketing, self-service, and a knowledge base. It also offers features like live chat and integrations with third-party apps. Positive reviews mention how intuitive the UI is, how powerful the feature set is and how Intercom’s chat and email functions make customer communication easy by consolidating everything in one place. Negative reviews often mention that Intercom’s ticket management and sorting functionalities are more limited than other solutions on the market. Other reviewers detracted points based on the fact that many essential support tools are behind paywalls.

  • They have been around for years, are reliable and many large enterprises use them.
  • But, if this platform isn’t Zendesk, the best alternatives are right above, waiting for you to try them.
  • The trigger feature reduces cart abandonment and increases conversions.
  • Fortunately, there are integrations that can add this functionality to Intercom.
  • LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision.
  • Though these apps didn’t make the cut on our list of the top full-scale intercom integrations, they’re still useful and a great addition to your Intercom setup.

What is an Intercom?

An intercom system is an electronic device that enables two-way communication between people. Intercom systems also allow people in a building to grant property access to visitors by opening a door or gate remotely. Intercom systems have taken many forms throughout history.