Intercom vs Zendesk: Which One is Right for Your Business?

Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience. 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. If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk.

In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC. It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior. They may be utilized to alert consumers about product updates, provide assistance, and promote specials that are relevant to them.

Is there a better Customer Experience software than Zendesk?

Intercom offers an easy way to nurture your qualified leads customers with Intercom Series. Using Intercom Series, you can create rules that trigger when the sales campaign begins, choose a target audience, and set the time you want to follow up, whether via email, messenger, or within your product. 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. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Did you know that integrations between Zendesk and Intercom are possible? With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service.

Quite extensive options for be able to send data in common, you know, the data you’ll be sending here will be things like events, user attributes, and other things. We’ll have email as the foundational one, then the website portion through the Zendesk web, which is very similar to what Intercom has. Then we have mobile push notifications, SMS, same thing, they ask you to provide an SMS provider account, that’ll be something like Twilio. All three of them will help you integrate with other systems, but one of the things you wanna think about is how complex it’s gonna be to set up a specific channel. Is it just a matter of copying and pasting some API keys or something else? Or do you really have to go out of your way and build an entire integration with something else just to be able to send SMS.

Tools of the trade: Zendesk vs Intercom

Both applications have some common features and a set of their own unique features to set them apart from each other. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation.

• The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents.
• It can automatically suggest necessary help articles to customers and connect them to an agent if the need arises.
• Therefore, to gauge if your chosen help desk is effective or not, you use analytics.
• Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement.

Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs. While Intercom offers a free trial, it’s important to note that the cost can increase as you scale and add more features or users. While there can be add-ons, such as premium customer support, you can generally anticipate what you’ll be paying for your Zendesk subscription. It calculates the cost of its Pro and Premium plans based on the number of AI resolutions, people reached, and seats (or users). This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information.

Sales pipeline and lead nurturing

While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money. It can help you to reach out to customers and help them complete purchases. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business. For freelancers and enterprises, Zendesk is likely to be a better fit. In the duel between Zendesk vs Intercom, it seems that Zendesk chat rises slightly above Intercom. That doesn’t necessarily mean that Zendesk chat is right for your business.

It offers a comprehensive suite of features that empowers businesses to foster immediate connections with their customers. With Intercom, businesses can engage in real-time chats, schedule meetings, and strategically deploy chat boxes to specific customer segments. What truly sets Intercom apart is its data-driven approach to customer engagement. It actively collects and utilizes customer data to facilitate highly personalized conversations. For instance, it can use past interactions and behaviors to tailor recommendations or responses. If your organization aims to enhance customer engagement through live chat, in-app messaging, and proactive outreach, Intercom might serve as a viable alternative to Zendesk.

And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer support. Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform.

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