Intercom Customer Communications Platform vs Zendesk Comparison 2023

But before we dive into the list of tools, let’s understand more about customer experience management and Intercom. And that’s really it, that’s how we tend to build comparison charts internally. So if you have a few of those, that could also be a good fit just naturally, you’re gonna be part of the same universe of tools. That’s their main support, so let’s look a little bit beyond email. Alright, so we have email, we have webhooks, you know webhooks is for integrating just like we said before.

We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

Intercom vs Zendesk Video Comparison

Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries.

It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution and integrated it with their toolset. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? As experts in customer service, we have worked and tested many live chat and helpdesk platforms. That’s why we wanted to make a comparison of these tools with the goal of helping you decide which one would be a good choice for your business. Below, we present the main features, pros, and cons of a popular Zendesk alternative – Intercom.

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Your team can provide excellent customer support across multiple channels by receiving the right conversation at the right time. We are delighted to offer a platform exclusively designed for customer service teams. At Dixa, our complete focus is on improving the overall customer experience.

Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

Why Zendesk is better than Intercom?

You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. It introduces shared inboxes tailored for different teams, such as sales, marketing, and customer success. These shared inboxes facilitate seamless customer interactions across multiple channels, ensuring that teams can collaborate efficiently and maintain consistent, top-notch support. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand.

• Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team.
• In a nutshell, none of the customer support software companies provide decent assistance for users.
• However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store.
• Zendesk has great intelligent routing and escalation protocols as well.
• One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved.
• 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.

This scalability ensures businesses can align their support infrastructure with their evolving requirements, ensuring a seamless customer experience. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. Delivery windows, interesting feature, you wanna send the messages only between 8 a.m.

Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Let us kickstart the comparison with our first parameter- types of users. This section will help us understand whether the software is made for your business or not. Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk.

Among the other 190 integrations like Salesforce and Pipedrive, LiveAgent also integrates with Slack to receive notifications on newly opened tickets and new onboarded users. A well-designed live chat tool with unique features like chat translation and visitor co-browsing is hard to find in other live chat alternatives. With DevRev, since the developers are directly connected to the customers’ feedback and tickets, it helps better prioritize the product roadmap across the organization. Intercom initially started as a chat widget that companies used to open up a direct communication channel with their customers.

The ability to see the customer’s e-mail address in dialog mode instead of looking through a form would be a useful feature as well — in this regard, it would be wise to take some notes from Intercom. After seeing some top examples of how Intercom, Drift, and Zendesk differentiate their websites, let’s focus on their Social Media channels and have a look at their content. Intercom is huge, Drift is revolutionary, and Zendesk is powerful. We’ve analyzed a dozen of reviews to help you get an average estimate of Zendesk vs Intercom functionality. On practice, I can’t promise you anything when it comes to Intercom.

Native Integrations

With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. 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.

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