zendesk chat vs intercom

You can leverage chatbots to handle basic customer queries and reduce the burden on your support team. You can add agents, create teams, and set agent roles & permissions metadialog.com to decide their level of access to the tool. Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents.

zendesk chat vs intercom

Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents.

Intercom details

With Gorgias, you can connect with customers in real-time on your site or over social media. If you need a powerful support platform that can help you provide world-class customer service, LiveAgent is a good choice. With over 190 integrations and 175 features, this all-in-one help desk solution has everything you need to provide personalized support to your customers. It also offers automated bots that can help you with various tasks, such as answering questions or providing customer support. You can integrate Drift with your website and other apps in order to offer personalized customer service and improve conversions.

zendesk chat vs intercom

Both tools offer robust features and attractive solutions, but they are not free of weaknesses, and none of them could be called the leader of customer-centric communications. To provide the right level of customer support, you need the right software, and there are plenty of features to consider. While the exact features can vary from product to product, a few are typically included.

Need a dedicated customer experience team ready to support your brand?

If you want a system that is just like Zendesk, then check out Freshdesk or LiveAgent. Alternatively, some companies want a software similar to Zendesk but more accessible and modern. If this preference sounds like you, then check out all-in-one solutions like Help Scout or HappyFox. Gladly is best suited for support teams that are mature and looking to invest in a high-end tool that focuses on phone support, robust routing, and IVR. However, it is worth mentioning that Gladly is similar to Zendesk in that the learning curve is steep, and some companies decide against it for that reason. Kustomer is one of the best Zendesk alternatives for teams that need CRM capabilities.

  • Zendesk chat allows businesses to reach out and connect to customers before they ask a question.
  • You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it.
  • If you’re looking for an Intercom alternative specifically designed for ecommerce platforms such as Magento or Shopify, Gorgias is among the best Shopify chat apps.
  • Interestingly enough, many small businesses prefer instant messaging tools powered by Facebook.
  • Agents can set up email reports, download reports as CSV files, and change the date range to compare analytics by week or by month.
  • To get started with Zendesk, you should start with their Enterprise free trial.

There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features. 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.

Customer-Centric Companies

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. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually.

How Zowie Diagnostics aims to refresh customer service chatbots … – VentureBeat

How Zowie Diagnostics aims to refresh customer service chatbots ….

Posted: Fri, 08 Oct 2021 07:00:00 GMT [source]

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. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. Another great Intercom feature is that it allows users to create comprehensive knowledge bases.

Choose your top Intercom alternative

Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. 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. Zendesk is not far behind Intercom when it comes to email features.

zendesk chat vs intercom

Although these features can be very helpful in providing an enhanced customer experience, they come at a cost. Whereas, most alternatives such as Gist have these features included at no extra cost to their users. The customer service industry is constantly evolving, and businesses need to stay on top of the latest trends and tools in order to provide exceptional service. Zendesk Overview is one such tool that can help take your customer support to the next level. With Overview, you can gain a comprehensive view of all your customer interactions across multiple channels.

The Verdict: Intercom –

If you’re looking for a powerful but affordable customer support solution, AzureDesk is worth considering. Desku is an omnichannel support platform built for small to medium-scale businesses. So Desku is here for you and your business to manage every customer support query that comes by. Are you looking for an alternative to Zendesk to provide excellent customer service?

Interview with Jaimie Buss, VP of Sales, Americas – Zendesk – MarTech Series

Interview with Jaimie Buss, VP of Sales, Americas – Zendesk.

Posted: Fri, 09 Feb 2018 08:00:00 GMT [source]

However, if you are looking for a proper B2B platform with features like SLAs, priority levels, auto-assignment, approval workflows, etc then Groove might not be the best choice. The pricing starts at $20/mo/user and has basic features like Live Chat, knowledgebase, email ticketing, etc. In addition, it provides powerful analytics so that you can measure the effectiveness of your customer service efforts and identify areas for improvement.

HubSpot is trusted by over 121,000 businesses in more than 120 countries.

Zendesk team can be just a little bit faster depending on the time of the day. By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. 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.

What is the difference between Intercom and interphone?

An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.

There’s a specified amount of funding you must have gotten, unlike Zendesk. You have gotten at least $1m funding from investors and your company must be less than 2 years old. Here’s the catch, intercom’s startup program qualifications are a bit difficult. Powerful analytics to help you understand the reason for contact and generate ideas for automation.

Intercom vs Drift: How Do the Two Popular Live Chat Tools compare?

It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories.

What is better than Intercom?

Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.

Groove is another Zendesk alternative that is great for streamlining customer inquiry and support processes. Using this software, agents can provide customer support through Facebook, Twitter, email, phone, live chat, or text messages. Moreover, Groove allows multiple agents to work collectively on one support item as needed in real-time. Agents collaborating using Groove can do so using private internal means or customer-facing channels.


Front is a customer communication platform that allows businesses to offer tailor-made services on a large scale. Front combines the simplicity of email inboxes with the insights and automation of a CRM. The system allows every department to work collectively and send faster responses, organize messages across every channel easier, and maintain personal connections.

zendesk chat vs intercom

How do I switch from Zendesk to Intercom?

Go to Intercom Articles and click “Migrate from Zendesk”. Now enter your Zendesk subdomain and click “Migrate to Intercom”. Note: Your Zendesk articles will be converted into Intercom articles.