We give the edge to Zendesk here, as it’s typically aimed for more complex environments. It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales. The result is that Zendesk generally wins on ratings when it comes to support capacity. Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest.
- Additionally, we offer social media integrations allowing you to connect Customerly with Facebook Messenger or your website.
- It will really help you get up faster and understand the product deeper, and not waste time.
- One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum.
- In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more.
- It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior.
- Interactive product tours and smart tips significantly improve your user retention.
You can see their attention to detail in everything — from their tools to their website. Honestly, when it comes to Zendesk, it is not the most modern tool out there. As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised.
Zendesk or Intercom: Team communication
Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. The workspace left-hand column notifies agents of all ticket updates.
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.
You can even moderate user content to leverage your customer community. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly.
Integrate with your existing Help Desk
Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. Intercom offers an integrated knowledge base functionality to its user base.
- It`s the solution for communication between your website`s support and customers through many different channels.
- For sure, on a daily bases, you see on your Facebook feed, on average, more 50 posts from friends, brands, and more.
- Once, the ticket is created, customers get a notification that their issue or request has been received and registered.
- Yet, the platform also understands the importance of real-time updates of documents and information.
- With this, HappyFox’s self-service portal provides pertinent information rewarding a customer’s inquiries and can check information about the logistics of the issue.
- Support agents can easily view all ongoing and past conversations in a central location so that communication between your business and customers is fast as well as personal.
All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality.
Product Tours by Intercom mentions (
They charge for agent seats and people reached, don’t reveal their prices, and offer tons of add-ons at additional cost. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. However, you should know that just like Zendesk, the free alternatives limit your features and functionality until you pay for a premium account.
Organizations can use Freshdesk to set up and handle certain customer inquiries automatically, which saves time and errors. Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams. Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications. Customerly provides the proper volume of marketing automation and gives you tools to collect customer feedback to offer them the best service. It is affordable, with plans appropriate for businesses of all sizes. You can try it now to enjoy the free plan or 14-day free trial without inputting your credit card details.
Why look for alternatives to Zendesk?
In 2013, Intercom was featured on Product Hunt, where it collected a number of reviews from appreciative partners and garnered the reputation of the most efficient tool of its kind. Replace Zendesk completely with a help desk that’s built for speed. Easy to use UI and customer context helps agents resolve faster without switching tabs. Best for teams looking for quick solutions who don’t want to pay for add-ons such as KnowledgeBase, Live Chats, etc.
Intercom also does mobile carousels to help please the eye with fresh designs. Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time. How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. Many small businesses trust Hiver because their teams are already familiar with Gmail.
Backend Features (weighted 11%)
The overall system of Zendesk might run without difficulty, but having beginner-friendly mechanics is definitely not a characteristic of it due to its overloaded user interface. While it’s no secret that Zendesk contains several relevant help articles that might be of help when you encounter a problem, some cases might require more than articles. If everything is handled seamlessly, customer engagement will boost without a doubt. Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization.
Using this software, agents can provide customer support through Facebook, Twitter, email, phone, live chat, or text messages. Moreover, Groove allows multiple agents to work collectively on one support item as needed in real-time. Agents metadialog.com collaborating using Groove can do so using private internal means or customer-facing channels. Gorgias is an excellent option for small businesses that use Shopify, as this software is focused on eCommerce and small businesses.
Deliver personalized support without the tickets
The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. With AI-powered reports, you can track key customer service metrics and improve your ticket response time. Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together. They have a nice implementation of live chat in their product as well, it’s actually thoughtful (and further customer-focused).
Aside from eCommerce integration, Gorgias also integrates well with social media platforms such as Facebook and Instagram. The integration with social media allows you to track conversions coming from those channels. Help Scout is a Zendesk alternative that works well for small businesses. The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies.
What is better than Intercom?
Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.