Compare Zendesk vs Intercom vs Freshdesk vs Help Scout

intercom versus zendesk

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. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features.

Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. 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. Determining whether Intercom can effectively replace Zendesk depends on your specific customer support and engagement requirements.

One seamless platform

Your knowledge base is easily customizable to ensure it matches your branding and overall website’s look and feel to create a cohesive experience. User icons would be a great addition to replace chat icons or messaging buttons. Also, when it comes to Twitter, this seems to be the most used channel to connect directly with users/clients.

intercom versus zendesk

ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. With Zendesk, you can easily sort or filter your tickets using parameters such as date, ticket priority, tags, source, and more. Now, when it comes to customizing your dashboard and making it suitable for your unique needs, Zendesk does a good job. The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics.

User experience: Zendesk Vs. Intercom

We performed a comparison between Intercom Customer Communications Platform and Zendesk based on real PeerSpot user reviews. ProProfs Help Desk is known in the market for its honest, and simple pricing. Just a quick glance at the pricing plans and you can easily calculate how much your team will spend upfront as there are no hidden costs. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan. Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability.

Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. 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.

Our users love us!

Intercom Customer Communications Platform is ranked 11th in CRM Customer Engagement Centers with 1 review while Zendesk is ranked 3rd in CRM Customer Engagement Centers with 9 reviews. Intercom Customer Communications Platform is rated 9.0, while Zendesk is rated 7.8. The top reviewer of Intercom Customer Communications Platform writes “A good tool that can be used to capture inbound leads and manage all customer interactions”.

Aircall raises $120 million for its cloud-based phone system – TechCrunch

Aircall raises $120 million for its cloud-based phone system.

Posted: Wed, 23 Jun 2021 07:00:00 GMT [source]

Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales.

Contact Center of the Future: Empower Agents with AI…

Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing. One of Zendesk’s most notable aspects is its robust ticketing system. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day.

intercom versus zendesk

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