Intercom vs Zendesk: Comparing features, integrations, and pricing

When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language.

But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages. Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made.

Lead Converted to User

In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience.

Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. 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.

Intercom VS. Zendesk: User Review

Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers.

• Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money.
• By connecting these two apps using Appy Pie Connect, powered by AI, you can automate repetitive tasks, reduce manual effort, and achieve better collaboration between teams.
• Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.
• Thematic has built-in integrations with both Zendesk and Intercom.
• One of the most popular integrations on the platform is between Intercom and Zendesk.

This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. It introduces shared inboxes tailored for different teams, such as sales, marketing, and customer success.

New Intercom Lead to Add HubSpot CRM Deal

On the other hand, Intercom shines in its focus on conversational engagement and real-time communication with customers. It offers a chat-first approach, making it ideal for companies looking to prioritize interactive and personalized customer interactions. 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.

One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. Our AI suite offers the ability to classify, categorize, determine sentiment, and get to the root problem of any customer case. This integration was motivated by our commitment to meet customers where they are, on their support platform of choice. Now, businesses can leverage the power of AI on their current platform, saving time and resources.

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