Zendesk vs Intercom: Which Solution to Choose in 2023?

Although the interface may require a learning curve, users find the platform effective and functional. However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time.

You are able to not only scroll, click and type for the user but use the pen tool to draw on objects or around objects to bring the user’s attention to them. If you’re installing the Upscope app for Zendesk Support then you need to have «Show Lookup Code» enabled in your Upscope Co-browsing settings. Once you address the issue, trends analysis in Thematic will be able to show the declining volume over time. Let’s take a look at the current analytical capabilities of both Zendesk & Intercom.

Intercom vs Zendesk features & functionality

For instance, it can use past interactions and behaviors to tailor recommendations or responses. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Zendesk and Intercom offer help desk management solutions to their users.

Though some complained that it’s not easy to check the tickets using the apps. Because it’s something they believe the developers should fine-tune. However, the most common complaint is the pricing of some features. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features.

Intercom vs Zendesk: Which Is Better?

Get ahead of issues before they happen with in-context, automated messages. Zendesk raised their prices without improving their product—frustrating customers who struggle to justify further investments. Zapier moves info between your web apps automatically, so you can focus on your most important work.

This helps you keep track of how many agents are available for each shift, so you can ensure there’s always someone available to answer tickets when customers need help. If you’re a small business, you may want to consider Intercom as it offers a nice set of features in its most basic package—without breaking the bank. Depending on your business needs you will need appropriate live chat software. Intercom and Zendesk are two popular options that we wanted to compare and help you decide which one works for you. Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting.

In terms of pricing, Intercom is considered one of the most expensive tools on the market. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. They’ve been marketing themselves as a messaging platform right from the beginning. Free trials include unlimited changes, active flows, connected tools, custom fields, and more. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy.

Once you replicate your Zendesk Support data with Stitch, you can use it in many ways. For example, you can use the data modeling and transformation tool dbt to prepare data for reporting, analytics, or machine learning applications. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Skyvia offers powerful visual editors which allow precise mapping configuration to quickly configure your data migration or synchronization between Intercom and Zendesk. Skyvia offers you a convenient and easy way to connect Intercom and Zendesk with no coding.

Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions.

Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website. Intercom distinguishes itself by excelling in real-time customer engagement. It offers a comprehensive suite of features that empowers businesses to foster immediate connections with their customers.

Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. These are just a few examples of the positive feedback we’ve received from our users. We’re constantly working to improve our integrations and provide the best possible experience for our users. If you have any feedback or suggestions, please don’t hesitate to reach out to our support team.

To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand.

This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. For Intercom’s pricing plan, on the other hand, there is much less information on their website. There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time.

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