Intercom VS Zendesk Customer Communication Technologies Market Share Comparison

This feature is browser-based, so you don’t need additional software or hardware. Intercom offers call center features for your business via add-ons. Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing.

Collaboration tools enable agents to work together in resolving customer tickets and making sales. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

See which Zendesk plan works best for you.

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. 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. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features.

• While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.
• Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts.
• This differentiates it from Zendesk, which offers a more traditional CRM experience.
• Small businesses who prioritize collaboration will also enjoy Zendesk for Service.
• Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs.
• But, if you just need a secure and quick data transfer, opt for Help Desk Migration.

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. A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business.

Zapier Automation Platform

It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers.

You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Interactive product tours and smart tips significantly improve your user retention. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category. If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone.

INTEGRATIONS

Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool. Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools.

Though the Intercom chat window says that their team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind. You can see their attention to detail in everything — from tools to the website. And metadialog.com there’s still no way to know how much you’re going to pay for them, since the prices are only revealed after you go through a few sales demos with the Intercom team. 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.

Intercom vs Zendesk Pricing in a Table

Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation https://www.metadialog.com/blog/intercom-vs-zendesk/ to another, therefore helping operators manage more interactions simultaneously. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues.

Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options.

Intercom or Zendesk: Voice and phone tools

One of Zendesk’s most notable aspects is its robust ticketing system. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution. This differentiates it from Zendesk, which offers a more traditional CRM experience. Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email.

• The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about.
• Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest.
• Zendesk Sunshine is a separate feature set that focuses on unified customer views.
• Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category.
• Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.
• Zendesk stimulates business growth and helps companies to support customers across all channels.