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Zendesk Alternative for Customer Support


intercom versus zendesk

Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources. On the other hand, if you have the budget and need the most features for your money, then Zendesk is the better choice. It also contains a customer support self-service system, where users can easily find answers to their questions. Though a tool may contain impressive features, the most important question remains how users view the software in everyday usage.

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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. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.

Zendesk Pricing vs Intercom Pricing

You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Another key feature of HappyFox is that it enables companies to build a knowledge base that integrates with the software’s self-service functionality. With this, HappyFox’s self-service portal provides pertinent information rewarding a customer’s inquiries and can check information about the logistics of the issue.

intercom versus zendesk

Being customer-focused, creating value, and educate the audience are the main characteristics when it comes to Intercom, Drift, and Zendesk content. Also, they succeed in building a familiar and personal feeling around their messages, wrapping the content simply and straightforwardly way. Intercom is huge, Drift is revolutionary, and Zendesk is powerful. If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month. The eligibility requirement for this program is also way easier than Intercom’s.

Intercom vs Zendesk: pricing

Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace.

  • A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses.
  • Zendesk and Intercom are robust tools with a wide range of customer service and CRM features.
  • But because of its live chat and custom chatbot tools, we wanted to include them on this list as an alternative your business may want to consider.
  • It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries.
  • As you can imagine, banking from anywhere requires a flexible, robust customer service experience.
  • Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.

But we doubled down and created a truly full-service CX solution capable of handling any support request. Richpanel is another Zendesk alternative that is designed for eCommerce businesses. What this means is that, unlike Zendesk, Richpanel does not require you to cherry-pick customizations and features that suit you. Richpanel is built for eCommerce, so you can manage Omni channel support, repeat queries from customers, and offer a self-service portal. Many small businesses trust Hiver because their teams are already familiar with Gmail. Since everything is based around this email service provider, new users do not even require training.

Product Tours by Intercom videos

Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. Zendesk is one of the most widely known help desk tools out there. Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

Ortto’s Talk was built to address the limitations of existing platforms, offering a powerful alternative that leverages data and Ortto’s advanced AI. This means businesses can efficiently engage in conversations at scale, providing a better experience for prospective and current customers to drive conversions and loyalty. On the other hand, if your business requires a more holistic approach to customer experience, Intercom is the top choice. It excels in providing a seamless customer journey through live chat, email marketing, surveys, and bots.

Intercom videos

Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have. Once, the ticket is created, customers get a notification that their issue or request has been received and registered.

  • This site does not include all software companies or all available software companies offers.
  • The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month.
  • No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.
  • If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.
  • As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed.
  • The decision should be based on your specific use case, team size, budget, and desired features.

Zendesk offers a built-in chat option (paid separately), a mobile app (both for iOS and Android) integrated apps so that you can offer fully scalable customer support. HubSpot might be the most popular alternative to Zendesk, but this isn’t only due to its advanced features; it’s also the ease of use, set-up, and admin that makes it a great customer support tool. Existing live chat platforms make poor use of AI, forcing customers to interact with a bot that has limited information and provides a  limited set of predetermined options. Feedback from prospects and customers is crucial for any business operating today. Integrating your existing CRM, customer data platform (CDP), and other data sources with most live chat platforms is a time-consuming and difficult process. By carefully evaluating the features, pricing, and overall fit of these alternatives, you can make an informed decision that will empower your team to deliver exceptional customer service.

Top 9 Intercom Alternatives and Competitors To Increase Better Customer Engagement and Product Adoption

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. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality.

Is Intercom a bot?

Our chatbots are completely reshaping the sales process for both customers and sales teams. Experts discuss how automation is transforming the way we do business. At Intercom, we use chatbots to drive 24/7 efficiencies for our marketing, sales and support workflows.

The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.

Product Tours by Intercom mentions (

The critical user review displayed is selected from the most helpful 1,2 or 3 star review. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. Zendesk maps out each activity a visitor performs on your website. This enables your operators to understand visitor intent faster and provide them with a personalized experience. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. HubSpot’s Solution Partner Program is a network of over a thousand agencies to help you resource your marketing strategy with HubSpot.

intercom versus zendesk

Analyzing the three websites in a single place, I’ve noticed that Zendesk has an Event Agenda on its website, taking the marketing strategies offline by creating meetups and events around the world. On the other site, Drift has created a whole section of reviews called “What Customers Love About Drift,” in which they imported customers’ opinions mainly written on Twitter. There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results. Most of these tools are free for small teams, so you can get a lot of work done in one place; Zendesk.

Zendesk’s Explore offers exceptional reporting features, but Intercom should still be adequate for most users

You can use lookup mapping to map target columns to values, gotten from other target objects depending on source data. Skyvia’s import supports all DML operations, including UPDATE and DELETE. This allows using import to perform mass update operations or mass deleting data, matching some condition. metadialog.com Your account settings can be accessed from the top right of you screen. If you’re looking to customize the interface to match your brand, go with Zendesk. Get to a resolution faster by switching to voice calls and share your screen – without switching to another platform.

  • But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready.
  • When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience.
  • The ticketing system company initiates a speed execution with an intense customer focus strategy to equip modern SaaS solutions that solve multiple and complex business problems.
  • Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.
  • Zendesk’s customer support is also very fast, though their live chat is only available for registered users.
  • Keep the conversation going across a range of channels without missing a beat.

While on one hand, you have to scroll through multiple comparison websites, online reviews, etc. On the other hand, you need to be careful about the various needs and requirements of your support team. Teams waste time, energy, and revenue opportunities when they don’t have what they need in one place. The bar for customer service keeps rising, and with Front, you’ll always stay ahead.


You can enable some forms for collecting customer info on the go. 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.

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This analysis aims to provide guidance in selecting the best alternative to Zendesk, based on various use cases. Add-on features include customizable chatbots, extensive customer satisfaction surveys, and product tours for the chat software. Although these features can be very helpful in providing an enhanced customer experience, they come at a cost. Whereas, most alternatives such as Gist have these features included at no extra cost to their users. At Zendesk, we understand that every company is unique and so are their customer service needs. That’s why we offer a variety of pricing plans to fit any budget.

intercom versus zendesk

However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either. Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department.

intercom versus zendesk

Who owns Intercom system?

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. They previously ran Irish software design consultancy Contrast, which made a bug tracking tool called Exceptional.