Zendesk vs Intercom Battle of the Brands by Mention

However, it is possible Intercom’s support is superior at the premium level. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Based on verified reviews from real users in the CRM Customer Engagement Center market.

• Your support agents can quickly see customer bugs and issues in context — even before a user reaches out to them with a problem.
• Using Appy Pie Connect, you can easily integrate Intercom with Zendesk and experience a range of benefits.
• Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support.
• Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.
• 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.
• However, if you are looking for a robust messaging solution with customer support features, go for Intercom.

Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox metadialog.com forwarding feature. Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense.

List of Features

Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly. 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. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. After this live chat software comparison, you’ll get a better picture of what’s better for your business.

We get the requirements of businesses and why they demand safe and successful data migration. And we can help you make an effective transfer of information and move on with your business as soon as possible. Reflect on what your goals are and which features are most important to your business. Choosing the right platform is much easier when you know what you’re looking for. Then, it’s simply a case of testing different options and seeing what works for your team.

Netomi’s Framework Is in the Center of Forrester’s Take…

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. Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation.

After your free trial ends, Intercom’s products start at $49/mo, but if you cancel in the first 14 days you won’t be charged. If no payment method is added at the end of the trial period, the account is deleted 90 days after the trial expiration date. We are often being asked by clients what software we are using, and specifically, why we have chosen the software that we have.

User comments

Of course, Intercom’s messaging services also make it easy for agents to provide assistance as necessary. ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat. This can help support agents to help customers through complex issues that simply don’t translate well via live chat. It also provides customers with yet another way to reach your company based on their support preferences. HubSpot is a popular martech tool with a plethora of features for SaaS and other online businesses. HubSpot’s all-in-one suite of tools includes capabilities for landing page creation, lead generation, email marketing automation, customer support, sales prospecting, operations, and more.

• The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.
• Our new Scores feature allows you to set up points-based scoring models for customers, product engagement, and leads using any attributes or activities you choose.
• You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.
• Most of our Intercom alternatives have much more straightforward pricing plans that are based on the number of support agents you need seats for, allowing your business to better plan for expenses.
• There is automatic email archiving and incoming email authentication.
• Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries.

Additionally, information and documentation produced by either the customer or agent can easily be uploaded “on the fly” to Freshdesk’s knowledge base – meaning such content can continually be updated over time. Drift’s live chat tool allows businesses to set appointments, answer questions, share help center articles and videos, send pricing information, and more. In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations. Zoho Desk is a support-focused offering from the Zoho suite of tools. Zoho CRM is a popular sales tool, making its help desk software an ideal solution for sales-centric teams who can benefit from the entire suite of tools.

Advanced features of Intercom and Zendesk integration on Appy Pie Connect

Like Zendesk, Intercom has plenty of basic automation and organizational tools like list segmentation, targeted messaging, and the ability to use events to set up triggers to help agents improve their workflows. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Customization options include creating custom rules, macros, blueprints, SLAs, escalations, and notifications to automate tasks and workflows.

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. LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost. This is a great solution if you’re looking to set up, expand, or manage your own call center. Easily buy a new number, manage your call center team, and access features that can help your team support its customers. These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money.

Introduction to Intercom & Zendesk

You can see their attention to detail in everything — from tools to the website. But if you really want to enjoy Intercom’s advanced functionality, prepare to pay at least $499/mo (that’s supposedly the starting price for their premium subscription plans). If you thought that Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’re going to pay for Intercom at the end of the day.

They’ll also have access to console information during this process for easier diagnosis and troubleshooting. One of the best things about Intercom is that it can be extended with various app integrations. This means that you don’t have to rely solely on the features and functions that Intercom provides — you can add new features, functions, and integrations to the platform as well. When you’re troubleshooting something with a user, knowing exactly what’s happening on the backend can be enormously helpful.