Which tool should you choose? Intercom or Zendesk? Median Cobrowse

Intercom lets businesses send their customers targeted in-app messages. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk.

It can be classified as a chatbox for average users, just like the ones found on a variety of websites. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional.

What is Zendesk?

Customers can search the help center by query keywords and sort through articles in 40 languages. 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. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution.

Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses.

Both Intercom and Zendesk are widely recognised as leaders in their respective industries. It sets the perfect platform for collaboration between your sales and support teams. For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members.

Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom. Let’s examine and compare how each platform addresses these crucial areas to ensure effective support operations and data protection. Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies.

You can foun additiona information about ai customer service and artificial intelligence and NLP. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.

At the same time, Zendesk looks slightly outdated and can’t offer some features. It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out.

Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. 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 vs Intercom – which should you choose?

Connect with customers wherever they are for timely assistance and personalized experiences. Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy. When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities. Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries.

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Their reports are attractive, dynamic, and integrated right out of the box.

Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation zendesk or intercom challenges. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction.

Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Yes, both Intercom and Zendesk let you try out some of their tools for free before you decide to pay for the full version. Community boards make the support ecosystem even better by creating a place where people can work together and share their experiences, tips, and ask for help from their peers. These forums are helpful for fixing problems and learning from other people’s mistakes.

Some of the links that appear on the website are from software companies from which CRM.org receives compensation. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. The Zendesk marketplace is also where you can get a lot of great add-ons.

Intercom VS. Zendesk: Which Live Chat Software is the Best?

On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client. You can view customer conversations under multiple inboxes, check pending tickets, set the priority of issues, add labels- all from an intuitive dashboard. Intercom has been marketing itself as a business messaging platform right from the start. The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. Intercom is another SaaS company that was founded in 2011 with the aim to help businesses build better customer relationships through personalized, messenger-based experiences.

• You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.
• Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies.
• As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart.
• ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant.
• Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes.
• Manual tagging is also subjective as agents may interpret the content of tickets differently.

Zendesk team can be just a little bit faster depending on the time of the day. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience. Although the interface may require a learning curve, users find the platform effective and functional.

It features the Intercom Messenger, which works with existing support tools for self-serve or live support. Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize.

Zendesk vs. Intercom: Which is better?

This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services.

• Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.
• But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms.
• Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan.
• These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale.
• It’s important to consider your budget and the specific needs of your business when evaluating the pricing options.

To begin, both platforms have large knowledge bases that cover a lot of different topics and commonly asked questions. These tools are like self-help books; they let people solve common problems on their own. The knowledge bases are usually well-organized and changed on a regular basis, so users can always find the most up-to-date and useful information. The Zendesk support system stands out in particular because of its enormous integration ecosystem, which includes a wide variety of plugins and applications developed by third-party developers. Considering the huge number of connectors that Zendesk provides, it appears that the company takes a holistic approach to meeting the varied requirements of businesses.

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Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages.

It really depends on what features you need and what type of customer service strategy you plan to implement. On the other hand, it is absolutely necessary to investigate the nature of these integrations in order to ascertain whether or not they are relevant to the criteria that you have in mind. It is essential to evaluate the compatibility of the connectors offered by each platform with the tools and workflows that you already have in place. During this phase, you will determine the essential features, functionalities, and tools that are essential to the operations of your firm.

Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. Zendesk’s Suite Team plan (the cheapest plan) costs $49 per user per month. You get multiple support channels at no extra cost with over 1000 APIs and integrations. They also offer several other features such as pre-defined responses, custom rules, and customizable online forms. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app.

Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices.

The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc. Zendesk is one of the biggest players in the realm of customer support platforms. In 2016, Zendesk reported that 87,000 paid customers from over 150 countries used its products. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools.

In-app messages and email marketing tools are two crucial features that Zendesk lacks when compared to Intercom. Intercom, on the other hand, lacks key ticketing features that are critical for large firms with a high volume of customer assistance. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk.

That’s why it would be better to review where both the options would be ideal to use. 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. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business.

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Some people like Intercom’s conversational support tool, which lets customers talk to you in a more personalised and interactive way. Users like that the platform lets them have talks in real time, which makes it easier to answer customer questions quickly and correctly.

Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.