Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Agents can easily find resources for customers from their agent workspace. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. 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. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require.

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. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.

Zendesk vs Intercom vs ProProfs: Features

You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. The only relief is that they do reach out to customers, but it gets too late.

Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. If you’re curious about how our team at Ada has helped other enterprises automate 80% of their customer success volume, feel free to get in touch. Unless you are a small business purchasing the Start or Grow plan, it is difficult to estimate how much you will pay for Intercom.

Intercom vs Zendesk: User Assistance and Support

However, Zendesk has a larger customer base than Intercom, which is reflected in the number of reviews for each product. In comparison, Intercom has marketed itself as a messaging platform as opposed to a full CRM solution. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform.

Zendesk boasts incredibly robust sales capabilities and security features. LiveChat is an online chat software that allows customer service representatives to communicate with customers through their website or selected messaging apps. LiveChat makes it easy for companies to manage, customize, and rebrand their platform. Like Zendesk, Intercom has its own Operator bot, which automatically suggests relevant articles to customers directly from the chat widget.

Customer stories: Learn why so many businesses are choosing Zendesk

With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. 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.

Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like 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. There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights.

Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency. While Intercom is great for tracking user-centric metrics, Zendesk can provide a more comprehensive look at overall customer support performance. Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources.

Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management.

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.

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day. While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money. Users can also access a resource library to stay updated on the latest trends, product announcements, and best practices.

The future of customer service is integrated, AI-enhanced—and powered by Intercom

The company launched its platform last 2016, and as of today, they are one of the most robust AI chatbot software in the industry. This is because they offer many paid add-ons that allow you to customize their platform to meet the needs of your business. However, Intercom offers more customization when it comes to appearance and layout, while Zendesk limits chat widget functionality for those not using their default theme. When it comes to software integrations, Zendesk has Intercom beat by a significant margin.

• When visitors click on it, they’ll be directed to one of your customer service teammates.
• These applications are marketing and sales force automation in partnership with several third-party software companies known for their efficient and reliable services.
• It was later that they started adding all kinds of other features, like live chat for customer conversations.
• Intercom’s live chat widget is modern, smooth, and loaded with advanced features that make them one of the best messaging platforms in the industry.
• Intercom has more customization features for features like bots, themes, triggers, and funnels.

In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. It provides clients with a quality in-app help experience for a variety of mobile apps and mobile games.

Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.

It may appear at first glance that Intercom’s plans are more expensive than Zendesk’s. However, you must take into account that Zendesk’s plans charge per agent per month, while Intercom’s plans are limited to a certain number of seats. In order to determine which solution is more affordable, you will have to determine what features your team needs and how many agents will be providing support. While triggers run immediately after a support ticket has been created or updated, automation includes an element of time.

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