Intercom vs Zendesk Suite 2023 Comparison

So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised. I mean I stumbled upon this article where people from Outreach.io were telling why they’d switched from Intercom to Zendesk, then I saw this comparison, where Zendesk seemed to beat Intercom at the end. The dashboard’s left-hand column organizes and sorts all tickets by urgency.

One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

Platform

One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved. Let’s take a look at Zendesk Connect here, and same here, Zendesk has a very simple user pricing just like Intercom does. The interesting thing about Zendesk is the difference between the message users versus active users. They support email, they support, just jump here into the messages product. They support email, they support push notifications, and of course, they have the in-app portion with the widget.

There are even instances where customers don’t receive the first response in more than seven days. The top products based on usability and customer satisfaction, as rated by user reviews. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text.

• Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.
• 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.
• It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload.
• For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way.
• But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms.

These tickets can then be systematically tracked, prioritized, and responded to. This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated. Zendesk and Intercom are prominent players in the field of customer support and engagement platforms, each offering unique capabilities and advantages to address varying user requirements.

Email marketing on Intercom

In addition, you get access to reporting that lets you know how helpful your knowledge base actually is and how often customers are reaching out to support. Basic service`s feature is a huge number of out-of-the-box integrations. You can integrate Smooch profile with Zendesk, Viber, and many other services. It`s the solution for communication between your website`s support and customers through many different channels. If supporting customers and transparent pricing is your priority, here are the 13 best Intercom alternatives to check out. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials.

This is especially helpful for smaller businesses that may not need a lot of features. 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.

To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service.

Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review.

ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. With AI-powered reports, you can track key customer service metrics and improve your ticket response time. Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together.

In the realm of automation and workflow management, Zendesk truly shines as a frontrunner. It empowers businesses with a robust suite of automation tools, enabling them to streamline their support processes seamlessly. Zendesk allows for the creation of predefined rules and workflows that efficiently route tickets to the appropriate agents, ensuring swift and precise issue resolution.

What Intercom Offers:

To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc. These products are able to integrate with each other, which offers customers more personalized customer experiences. Zendesk also offers tons of APIs to customize the software to the users’ needs.

These are both still very versatile products, so don’t think you have to get too siloed into a single use case. We offer a comprehensive strategy that turn abandoned carts into actual sales. HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. For instance, in this blog you can read why the Outreach (a tool for active sales) IT juggernaut preferred Zendesk to Intercom and almost picked Desk.com. If you can afford it, Intercom is the first thing you should try out.

Top 10 Alternatives to Intercom for Enhanced Customer Support

But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement.

These 13 Intercom alternatives provide great options for sales, marketing, and support help for your business. With an easy-to-use interface and a number of support-centric features that can help with all kinds of use cases, Help Scout is an affordable option that your growing team can quickly get up and running. Also, watching close competitors’ marketing activities will underline how could you improve your strategies, based on competitors’ data and results.

• Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.
• Basic service`s feature is a huge number of out-of-the-box integrations.
• This makes it easy for agents to manage requests and communicate with customers more efficiently.
• The Help Center is designed to give you a complete self-service support option (knowledge base).

A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses. As seen above, Zendesk had reached higher engagement during the last year. The company’s engagement on Facebook is 20 times bigger than Intercom engagement, and 76 bigger than Drift’s Facebook engagement. Of course, to have a realistic perspective over those graphics, we should not forget to take into account Intercom, Drift, and Zendesk’s estimated Social media followers from those channels.

There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same. We performed a comparison between Intercom Customer Communications Platform and Zendesk based on real PeerSpot user reviews. ProProfs Help Desk is known in the market for its honest, and simple pricing. Just a quick glance at the pricing plans and you can easily calculate how much your team will spend upfront as there are no hidden costs. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place.

Read more about https://www.metadialog.com/ here.