Swapping from Zendesk to Intercom, a no bullshit guide by Brad Dunn Medium

For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Search our comprehensive Knowledge Base to answer any question you might have about our products. See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%. Proactive tools help your team solve problems before customers reach out, with minimal effort. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management.

Each message will have identifiers so that they will be easy to recognize at a glance. As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction. As well as Intercom, metadialog.com it allows sharing of private notes with other support agents. As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging.

Comparing Appy Pie Connect to other Integration Tools

It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. Intercom’s large series of bots obviously run on automations as well. 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 more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.

We proceed to get better our solution and move forward novel capacity to cover we’re involving most of your import and export inquirements. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Zendesk wins the self-service tools category because it provides extensive help center customization options.

HubSpot is trusted by over 121,000 businesses in more than 120 countries.

Paid plans start at $19.99 per month and include up to 750 tasks per month. Best competitor to Zendesk for teams looking to enhance their communication and collaboration capabilities. LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision.

• We will also walk you through the procedure and stay with you until everything works as planned.
• This customized dashboard will help you see metrics that you’d like to focus on regularly.
• Check out which Intercom alternatives offer better value for money and will suit your business needs.
• Again, Zendesk has surpassed the number of reviewers when compared to Intercom.
• Even though Intercom doesn’t offer this feature natively, there are integrations for it — including ours — which we’ll delve into shortly.
• Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

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. Crisp is a great tool for startups and small businesses due to its completely free plan and simple interface. Use its desktop or mobile app for your team and easily access a number of their features without having a premium plan. 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.

Pricing plans: Zendesk vs. Intercom

Using Zendesk if you have a small team would work fine, even tough . Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere. Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams.

• Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication.
• Zendesk also has the Z Bot, which will take your knowledge base game to the next level instantly.
• Workato and Tray.io offer more advanced features for complex integrations, with flexible pricing plans based on usage and features.
• Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom.
• Customization options include creating custom rules, macros, blueprints, SLAs, escalations, and notifications to automate tasks and workflows.
• Intercom also doesn’t currently offer the ability to redirect customers to an email contact form if live agents are unavailable after hours.

Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution. The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure. Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water.

Final Verdict: Which Live Chat is Compatible for Your Business?

We just wanted to get basic reports, and ones that we knew were accurate. One system was intercom, and nobody in in the company actually knew what it was for or really owned it. I could see there were lots of messages in intercom that no one had responded to, so, one day I went through them all and just thought, screw it, I’ll respond to them all. When I first took over the head of customer experience department last year, I inherited a bunch of systems I had never used before.

When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality. If you’re a sales-oriented corporation, go with Intercom for its automation options.

What is Intercom?

Session replays are video-like recordings of user sessions in your web app. Even though Intercom doesn’t offer this feature natively, there are integrations for it — including ours — which we’ll delve into shortly. Intercom also allows users to create customer-facing knowledge bases, as well.

To confirm the maximal protection of your data whether they are in import or at rest, we use tried runthrough. These contain conducting constant security analysis, retaining our servers safe, complying with different regulations, and more. You can carry out records migration in a few simple actions, using our automated migration app.

Zendesk vs Intercom: Reporting and Analytics

Whether you’re a startup or an enterprise-level organization, we’ve got you covered. However, while Zendesk may be a great fit for some companies, it’s not for everyone. For example, the software’s robustness and advanced functionality can actually be a turnoff for organizations with limited time and resources on hand. If you’ve been looking for a tool to help you manage customer inquiries and service requests for any period of time, you’ve probably heard of Zendesk. One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved.

Ask for feedback from your customers as soon as the conversation ends to get a better understanding of how your interactions are influencing the entire customer experience, and make adjustments ASAP. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent. IOS and Android apps will help you view, manage, and respond to customer conversations from your mobile device. With Intercom pricing is based on the total number of people you track and communicate with, not the number of agent seats your support team has. Be careful, pricing will automatically adjust as your business grows and you track more people.

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This allows clients to quickly and easily find the answers to both simple and more complex questions without needing to have a customer service rep step in. Of course, Intercom’s messaging services also make it easy for agents to provide assistance as necessary. 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. Intercom is a popular customer communications platform, but its focus has always been on sales and marketing. After starting life as a simple chat widget, Intercom has added lots of new features to its messaging platform, but catering for customer support seems like more of an afterthought. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution.