Zendesk vs Intercom: Which is better? 2023

Finally, Help Scout enables companies to create customer-facing self-service portals. These portals can include knowledge bases and other such content to help customers find the answers they’re looking for without needing to contact customer support. If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering. With a one-time fee starting at $2200, JitBit allows you to host the customer service platform on your own servers, giving you full control over your data. This can be particularly advantageous for businesses operating in highly regulated industries or those with strict IT policies. Price goes up as you add more agents and seek more integrations with the platform.

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• HubSpot’s Solution Partner Program is a network of over a thousand agencies to help you resource your marketing strategy with HubSpot.
• So with that, you’re in good company, and if you’ve used any of the above services and have reached out to their support team, I’m sure you’ll know exactly what I’m talking about.
• The bar for customer service keeps rising, and with Front, you’ll always stay ahead.
• Another benefit of Freshdesk is that the documentation and information produced by an agent or customer can be easily uploaded “on the fly” to the software’s knowledge base.
• Though help desk software and CRMs historically existed in their own worlds, Kustomer worked to combine the two concepts into one useful solution.
• Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart.

Collaboration tools enable agents to work together in resolving customer tickets and making sales. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations metadialog.com tool. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Having the two presented side by side, which is the best CRM solution? The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.

Comparing the customer bases of

Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk.

• Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing.
• While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.
• Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app.
• Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%.
• Streamline the support you give by enabling customers to self-service with our knowledge base feature.
• A complete set of customer service management offerings to help you create human relationships with your customers.

Its service also offers automated ticket distribution, workflow automation, automatic notifications, and more to create a seamless support process for your team. In addition, you get access to reporting that lets you know how helpful your knowledge base actually is and how often customers are reaching out to support. One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum. Help Scout’s customer management feature allows you to keep track of your customer data, from previous conversations and recent orders to name and contact information. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. Intercom is another SaaS company that was founded in 2011 with the aim to help businesses build better customer relationships through personalized, messenger-based experiences.

Ditch Zendesk and switch to Front

Below, we present the main features, pros, and cons of a popular Zendesk alternative – Intercom. Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication. Zoho can pull in all your customer interactions across multiple channels for you to send a response to. While Zoho Desk does offer a basic free plan, the suite as a whole is ideal for larger companies with bigger budgets. ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat. This can help support agents to help customers through complex issues that simply don’t translate well via live chat.

The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics. However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams.

Main strengths of Zendesk

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. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on. The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets.

You can create these knowledge base articles in your target audience’s native language as their software is multilingual. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times.

Categories where Zendesk and Intercom compete

This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal.

Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

List of Features

They have advanced compliance levels like HIPAA for serious B2C clients like doctors but no SLAs and priority levels for B2B clients. Happyfox does have features in their ticketing system well-built with things such as SLAs being considered unlike other alternatives to Zendesk we’ve seen so far. However, if you wish to get all professional B2B essentials then it will wound up costing around $64/agent/mo which is quite a sum. In the end, the “best” customer success platform is one that fits in with your business goals and integrates with all of the essential tools. To learn more about how Bonjoro integrates with Drift, Intercom, and Zendesk, check out our integrations page. Users gain access to relevant customer details, which can be used to deliver personalized responses and solve problems without forcing users to scramble to locate key info.

Drift is ideal for users that sell products with longer sales cycles and plan on using chatbots for multiple use cases–i.e. If you’re looking for the best messaging option or a tool that offers the best interface, choose Intercom. If you wish to strengthen both your sales and customer support teams and enjoy plenty of integrated features, go for Zendesk.

Low Pricing (weighted 11%)

Another cloud-based customer service ticketing system, HubSpot Service Hub aims to simplify processes related to managing customer queries and enhancing client engagement for all-sized businesses. Users can easily connect with their customers through live chat, conversational bots, one-to-one communication, canned responses, etc. Best Zendesk alternative for businesses looking for an all-in-one customer service solution with a powerful CRM, marketing automation, and sales tools. Customer support is an important part of any business, and Zendesk’s customer support agents are no exception. Unfortunately, their customer service has been known to be less than stellar at times.

In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations. Zoho Desk is a support-focused offering from the Zoho suite of tools. Zoho CRM is a popular sales tool, making its help desk software an ideal solution for sales-centric teams who can benefit from the entire suite of tools. Crisp’s top features include co-browsing, a CRM, a shared inbox, a chatbot, a ticketing system, and more.