Intercom vs Zendesk Why HubSpot is the Best Alternative Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an affordable price. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. You can also follow up with customers after they have left the chat and qualify them based on your answers. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. It has automation options, including ticket dispatching that assigns agents to tickets based on skill, or you can configure it for round-robin distribution. You can also set automatic email notifications to alert customers and agents to ticket updates. This cloud-based live chat and messaging platform helps support teams communicate with customers via website or mobile app. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic. You can then add automations and triggers, such as automatically closing a ticket or sending a message to a user. Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. However, you won’t be able to edit or manipulate synced articles via API calls. This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. Intercom’s full CRM suite offers many different use cases, rather than focusing on customer service and support. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. As a free Intercom alternative, tawk.co provides real-time monitoring, allowing agents to view chat history and performance analytics. A few of tawk.to’s features include a native ticketing system, customizable tabs, real-time alerts and notifications, and an activity dashboard. Drift offers live chat software that allows real-time, personalized conversations between agents and customers. Drift also has automated support through AI-powered chatbots and knowledge base integrations. These self-service options help deflect tickets to make ticket queues more manageable. It also features a built-in customer relationship management (CRM) tool that stores customer data collected via methods like email and chat surveys. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month. Their chat widget looks and
