Zendesk vs Intercom: Which Solution to Choose in 2024?

The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers.

Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.

Zendesk features

However, since they don’t offer a CRM, their pricing is simpler when compared to Zendesk. With over 21 million Ada-powered ecommerce interactions between October and December 2021, we’ve identified some key patterns that will help brands understand what customers need most. In comparison, Intercom has marketed itself as a messaging platform as opposed to a full CRM solution. Messagely pulls together all of the information about the customer contacting you and gives your representatives information on each interaction they’ve had with them, all within a streamlined platform. This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background.

• The whole point of adding new tools to your stack is to employ technology to make work smoother and more efficient.
• Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies.
• Then there are Pro and Premium plans, but you will have to calculate the exact price through their website.
• Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features.
• This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster.

LiveAgent has an inclusive selection of customer relationship management (CRM) applications. These applications are marketing and sales force automation in partnership with several third-party software companies known for their efficient and reliable services. LiveAgent is a personalized solution that can help companies that are just entering the sales and marketing field grow their customer base and online services. They also offer some advanced features to facilitate collaboration for larger teams, like private notes and the ability to see who’s handling a certain ticket in real-time. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports.

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It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications. It is favored by customer support, helpdesk, IT service management, and contact center teams. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations.

• BirdEye is prevalent amongst small businesses in the Medical Practice Industry.
• Respond to all conversations across different messaging platforms in one place and avoid juggling between dozens of tabs.
• As Zendesk started off solely as a helpdesk and ticketing tool, they have perfected this part of their platform over the years.
• It integrates customer support, sales, and marketing communications, aiming to improve client relationships.
• Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot.

Intercom also offers automation features for streamlining your customer support. Their bots use machine learning to suggest web links, knowledge base articles, and answers to FAQs directly within live chats. Intercom offers an integrated knowledge base functionality to its user base. intercom versus zendesk Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual.

When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services.

The critical user review displayed is selected from the most helpful 1,2 or 3 star review. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.

Salesforce

While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic.

Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time. How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. 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. This method helps offer more personalized support as well as get faster response and resolution times.