AI-powered live chat alternatives to Intercom, Drift, Zendesk

intercom vs. zendesk

By integrating multiple touchpoints and communication channels, Intercom ensures that your customers receive personalized and timely support throughout their entire experience with your brand. While its pricing may be on the higher side, the value it brings in terms of customer satisfaction and loyalty is well worth the investment. Gist not only has a support system but also a marketing automation platform (sold separately), they are very close to Intercom in what they do and have similar features.

intercom vs. zendesk

Drift is the closest alternative to Intercom in that it also focuses heavily on sales and marketing. 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. Crisp’s top features include co-browsing, a CRM, a shared inbox, a chatbot, a ticketing system, and more. Plus, it has a number of integrations to make the process even easier for your team, like Slack, Zapier, Salesforce, and WhatsApp.

Zendesk vs Intercom: 2023 Explicit Comparison

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. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.

  • But sooner or later you’ll have to decide on the subscription plan, and here’s what you’ll have to pay.
  • HubSpot and Salesforce are also available when support needs to work with marketing and sales teams.
  • Check out the research-backed comparison below to better understand how each solution can add value to your organization.
  • Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms.
  • Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page.
  • There are also saved responses that provide customers with answers that should resolve their issues.

Since Zendesk’s inception, its ticketing system has remained the best in the business. 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. Try out mParticle and see how to integrate and orchestrate customer data the right way for your business.

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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. Other features that Freshdesk offers include help desk software, messaging and chatbot support, and omnichannel communication to reach customers across various platforms. 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. Zendesk has strong positive reviews especially since the software has mobile apps for access.

  • From creating customer portals to integrating social media channels, Zoho Desk allows users to benefit from itself as an above-average help desk tool.
  • Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads.
  • Customers appreciate good customer support and respond positively when their issues are resolved quickly and efficiently.
  • It’s where customers ask the questions that may result in the largest sales in your company’s history.
  • With LiveAgent, you can create tickets, send messages to customers, and track progress in real-time.
  • Reflect on what your goals are and which features are most important to your business.

Additionally, Jetdocs’ competitive pricing at 1/5th the cost of Zendesk makes it an attractive option for businesses of all sizes looking to optimize their customer support without breaking the bank. They still have the same logic, you can still send messages based on things users did or didn’t do, or maybe properties, and tackle different aspects of email. So this might be something that might not be the best fit for a software company, but maybe for a non-software company, maybe like a e-commerce company, might actually be better suited for CustomerIO.

Knowledge base

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. There are those that are ticket-oriented still, and there are alternatives that are all-in-one solutions. If you want a system that is just like Zendesk, then check out Freshdesk or LiveAgent. Alternatively, some companies want a software similar to Zendesk but more accessible and modern. If this preference sounds like you, then check out all-in-one solutions like Help Scout or HappyFox.

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If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials. Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help.

Other alternatives to Intercom

Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue.

  • 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.
  • Whichever solution you choose, mParticle can help integrate your data.
  • It has one of the most flexible plan structures, making it ideal for businesses of any size.
  • Intercom comes as a messaging platform with an in-app messenger.
  • Both platforms share integration features, a knowledge base, a shared inbox, and automation capabilities.
  • Ortto’s Talk was built to address the limitations of existing platforms, offering a powerful alternative that leverages data and Ortto’s advanced AI.

With HappyFox, you can manage customers across multiple channels such as email, phone, chat, and social media. It also allows you to create custom fields to capture additional data about your customers. Plus, its ticket management system makes it simple to assign tickets to agents or departments and track the progress of each ticket in real-time. For businesses looking for an affordable yet feature-rich customer service platform, Gist is a solid choice.

Zendesk Alternatives for Better Customer Support in 2023

Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case.

intercom vs. zendesk

Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page. Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions.

Intercom Pricing and Plans

Zoho Desk has many features, such as phone integration, chat, and shared inboxes. Though some features are limited to Zoho Desk’s most expensive plans, the platform offers many free features and great value. 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.

We recommend running a small batch of records (say 5%), and using that to project time to completion. The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers. The amount of data you have for each object in Zendesk will affect the duration of the transfer process.

Is Zendesk and Intercom the same?

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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