Intercom vs Zendesk Help Desk & Chat Comparison 2023

KISS – Keep It Simple, Stupid – it’s a good moniker, and Enchant seems to follow that one. Once battled tested, Enchant expanded to add knowledge

bases, live chat and satisfaction ratings. The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them. In 2013, Intercom was featured on Product Hunt, where it collected a number of reviews from appreciative partners and garnered the reputation of the most efficient tool of its kind.

• They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential.
• Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support.
• By focussing on the needs of small and medium businesses, we’ve built

  a solution that’s easy to understand, easy to use & easy to setup.

• There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month).
• Zendesk chat allows businesses to reach out and connect to customers before they ask a question.

Zendesk is distinguished by its robust and versatile customer support solutions. It provides a comprehensive platform for managing customer inquiries, support tickets, and interactions across multiple channels. 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. With its robust ticketing system, versatile automation capabilities, and extensive reporting tools, Zendesk empowers businesses to handle customer inquiries effectively and improve support efficiency. It’s best used when you need a centralized platform to manage customer support operations, whether through email, chat, social media, or phone.

HubSpot vs Zendesk Comparison 2023: Which Is Better?

Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat. Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices.

The point is to find SDKs that could make that a little easier. As we see, we have some of the backend libraries here, here’s a JavaScript library, mobile libraries, an integration with Segment, which they build right away. One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition. Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation.

Overview of Zendesk products

Founded in 2007, Zendesk started as a ticketing tool for customer success teams. 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.

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. It’s nice and convenient but not nearly as advanced as Zendesk. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

Help Desk & Chat Overview

There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk. Whether Zendesk can fully replace Intercom depends on your specific customer support and engagement requirements. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms.

If someone has a question, they wanna talk to someone on the sales team, and then their messages. So when someone becomes a customer or once you have their email address or something else, then you be able to send messages across different channels. They added some support recently, but these two seem to be the major use cases and really what we see them be used for the most. Intercom’s pricing can be divided into basic messaging and messaging with automation.

Zendesk vs Intercom vs ProProfs: Pricing

Finally, Intercom’s messenger comes with some great customization options. For example, you can easily change the default language, change the appearance of the chat widget, or make it available only for some customers. Depending on your business needs you will need appropriate live chat software.

However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. 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.

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind. It’s beautifully crafted and thought through, and their custom-made illustrations are just next level stuff. You can see their attention to detail in everything — from their tools to their website.

Unlike Zendesk, we offer both support and sales features in all our plans. Improve your response times and boost your profits with Tidio. Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have. In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools. With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more. If you’re looking for a support platform that gives you a better way to help your customers using email, chat, and a knowledge base, Help Scout was built for you.

Zendesk vs. Intercom: Automation and AI

Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature.

You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

• It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be.
• Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time.
• If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.
• If you seek a comprehensive customer support solution with a strong emphasis on traditional ticketing, Zendesk is a solid choice, particularly for smaller to mid-sized businesses.
• While on one hand, you have to scroll through multiple comparison websites, online reviews, etc.

Our software is built to enable you to deliver excellent customer support, and we are here to help you put your customers first. From how we do sales-as-a-service to our approach to customer support—helpfulness is in our name and built into our DNA. A lot can be gleaned from a customer support tool’s ticketing features. These features help support reps manage and organize support requests and ongoing communications so they are vital tools that will be used every day.

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