Customer Support Software Reviews

Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.

Therefore, to gauge if your chosen help desk is effective or not, you use analytics. In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. Yes, analytics in Zendesk vs Intercom has surprising results.

Still using Zendesk?

However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Comparing pricing alone, we have to give the edge to Zendesk. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page. When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans.

On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features. 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. The comparison of whether Intercom is better than Zendesk depends on your specific customer support and engagement needs and objectives.

Pricing – Zendesk vs Intercom

You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more. While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities. Help desk software creates a sort of “virtual front desk” for your business.

In the domain of customer onboarding, Intercom takes a definitive lead with its distinctive feature – the ability to create interactive product tours. These tours serve as virtual guides, leading customers through a website and product offerings in an engaging and personalized manner. This approach not only enhances user understanding but also significantly boosts user engagement. While Zendesk is a widely used and versatile customer support and engagement platform, it’s important to consider whether there might be a better software solution tailored to your specific needs. In contrast, Intercom follows a pricing structure that can be straightforward for businesses looking for specific functionalities.

Intercom was built as a business messenger in the first place. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works they invest a lot of effort to make it a modern, convenient customer communication tool. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. You can enable some forms for collecting user info on the go.

Their pricing starts at $59/month for a bare-bones version and goes up to over $499/mo for their most robust offerings. Gorgias is at a loss here as it doesn’t have this feature, but you can integrate Gorgias with Helpdocs, a knowledge base software. If you run an ecommerce store, choosing a random customer support tool is counterintuitive.

Client vs Customer: What is the Difference?

In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.

• The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc.
• To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy.
• You can use this support desk to help customers or you can forward potential new users to your sales department.
• You may want to check out a complete breakdown of all Gorgias pricing plans to help you choose the best one.

Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. You can see their attention to detail — from tools to the website.

After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly.

You can learn about customer satisfaction, some common issues, questions customers ask, or how well your agents are doing. When you use Intercom to acquire customers, you’ll get a few helpful tools. It comes with a Business Messenger, Outbound Messaging, comprehensive reports, and chatbots that you can use for sales and marketing. In a recent study, 97% of global consumers said customer service is an important factor in their choice of brand. There are several ways you can improve your customer service capabilities, but customers are increasingly looking for and expecting live chat.

Your customers are lying to you

On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now.

Intercom’s help center tools are pretty similar to Zendesk’s. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

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. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. 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.

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