Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Drift is leading companies through the customer solution-driven revolution by using conversations to unlock and expand their compound annual rate. The chat automation features available with Intercom are helpful for your support team and help your customer conversations stand out from the crowd. You can also integrate apps like Google Meet or Stripe to create more engaging experiences for your customers. Intercom’s live chat widget is modern, smooth, and loaded with advanced features that make them one of the best messaging platforms in the industry. It is also highly customizable, so you can match the look to the style of your brand, product, or website. Zendesk offers powerful automation tools to create better experiences for both your agents and your customers.

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. Users build chatbots to automatically route customer conversations and streamline customer support processes. The application features a dedicated knowledge base or user community to resolve customer issues. Additionally, Zoho Desk’s mobile app allows agents to manage customer requests anytime, anywhere. The application, which has similar features to Intercom, has more economical plans.

Intercom VS. Zendesk: Feature Analysis

As a call center solution, Zendesk is quick to set up and easy to manage. Due to its cloud-based nature, your agents can be located anywhere in the world, as long as they have a headset and an Internet connection. You can also follow up with customers after they have left the chat and qualify them based on your answers. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike.

These automations save both your agents and customers valuable time and improve the customer experience. Zendesk Support Suite now consists of seven unique products for customer support. They range from standalone communication tools to a fully-featured CRM platform. Zendesk’s security features and sales capabilities are known as some of the most advanced in the industry.

Zendesk vs. Intercom: Head to Head Comparison

While Zendesk can be integrated with third-party email marketing tools like MailChimp, Intercom may be your best bet if regular communication with your customers is a priority. 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.

Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation.

Compared to Zendesk and Intercom, Helpwise offers competitive and transparent pricing plans. Its straightforward pricing structure ensures businesses get access to the required features without complex tiers or hidden costs, making it an attractive option for cost-conscious organizations. Intercom is https://www.metadialog.com/ 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality. If you’re smaller more sales oriented startup with enough money, go Intercom.

With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. Since Intercom doesn’t offer a CRM, its pricing is divided zendesk or intercom into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated.

For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Salesforce is a customer relationship management platform that provides businesses with a channel to communicate with their customers, forecast revenues, and monitor their leads. It also allows them to connect with third-party partners to maximize their service efficiency.

There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly. The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc. Streamline the support you give by enabling customers to self-service with our knowledge base feature.