zendesk vs intercom functionality

However, an implementation expert can help your team get familiar with the tool even faster. Intercom also doesn’t currently offer the ability to redirect customers to an email contact form if live agents are unavailable after hours. Alexa is a Growth Marketing Specialist at Help Scout, where we make excellent customer service achievable for companies of all sizes. Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in.

zendesk vs intercom functionality

But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.

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We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. A platform like LiveChat can be also considered a Zendesk replacement.

zendesk vs intercom functionality

Intercom, on the other hand, is a great tool to build powerful chatbots and create self-serve articles. However, since it’s not built for ecommerce, the lack of deep Shopify integration could be a deal-breaker. However, we’ve noticed that even though all the support channels were integrated into one, teams had to get back to their collaboration tools to ask for help or share ticket information. To help you pick the right tool, we decided to compare the two leading ecommerce customer service software in the market, i.e., Gorgias & Intercom.

Reasons to Choose A Zendesk Alternative

Access to this page has been denied because we believe you are using automation tools to browse the website. Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. Let’s compare Intercom and Zendesk using the help desk features they have. In this case, we’ll see what their similarities and differences are. This website is using a security service to protect itself from online attacks.

What is the advantage of Intercom?

As it is a two-way communication device, intercoms also allow the visitor to answer back to you. This way, any dangerous incident of forced entry can be avoided.

This is ideal for enterprise customers with very specific feature requirements. Zoho is a private company that promises practical help desk software, especially for small and mid-sized businesses. Additionally, its omnichannel takes social media integration to the next level, thanks to communication channels, such metadialog.com as Facebook Messenger, Apple Business Chat, and WhatsApp. As of 2023, it’s quite possible to say that there are only two words that keep the customers coming, customer experience. Now that we have looked at some of the most popular helpdesk solutions for Zendesk, here’s a summary of their pricing and ratings.

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And then, we evaluated and compared the net savings you’ll incur with Hiver against Zendesk. Similarly to LiveAgent, HappyFox is an all-in-one solution for an organization’s help desk software needs. LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision. Intercom’s customer messaging platform focuses on enabling organizations to build authentic relationships with their clients throughout every stage of the sales funnel. Best Zendesk competitor for companies looking to build authentic relationships with their customers. It’s especially not right for you if customers need

to be able to login to something to see the status of their requests.

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Their internal chat lets you discuss issues as well as create group chats with team members, share drafts, mention teammates, and use emojis and reactions. This makes it easy to scale your customer-facing team’s communication without affecting quality or efficiency. Companies can also use Groove to create a knowledge base and customer portal, as well. On these platforms, organizations can present information via text and/or multimedia to help their clients quickly find the information they’re looking for. This Zendesk alternative is best for small businesses looking for a simple yet powerful help desk software with email-based support. Going along with this, many users report that Zendesk seems to have already “done it all” in terms of features and functionality.

Salesforce Essentials

Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. Help desk SaaS is how you manage general customer communication and for handling customer questions. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products.

zendesk vs intercom functionality

Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent.

Intercom Pricing and Plans

They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. Zendesk wins the major category of help desk and ticketing system software.


What is the difference between Intercom and Zendesk?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.

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