Zendesk vs Intercom: Which is better? 2023

Groove carries all the major features a B2C or D2C brand would need to serve its customers and they are very good at it. However, if you are looking for a proper B2B platform with features like SLAs, priority levels, auto-assignment, approval workflows, etc then Groove might not be the best choice. The pricing starts at $20/mo/user and has basic features like Live Chat, knowledgebase, email ticketing, etc. Desku is an omnichannel support platform built for small to medium-scale businesses. So Desku is here for you and your business to manage every customer support query that comes by. Yes, you heard it right, Jetdocs does not feature block users or place limitations, or make you buy extra add-ons to access core features.

It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. Many businesses find Help Scout to be a complete customer service software that takes both the agent and customer experience into consideration. Another thing that makes Help Scout so attractive is that there is a refined feature set and intuitive interface that make the system simple to use.

Intercom pricing

Intercom also does mobile carousels to help please the eye with fresh designs. For Intercom’s pricing plan, on the other hand, there is much less information on their website. There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users.

At Zendesk, we understand that every company is unique and so are their customer service needs. Our plans range from Suite Team ($49/month per user when billed annually) all the way up to Suite Enterprise ($150/month per user when billed annually). And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision. With Crisp, you’ll be able to engage with customers in meaningful ways – from automated conversations to one-on-one interactions. You can also analyze customer feedback in real-time, allowing your team to proactively address any issues or concerns before they become major problems.

– Mobile app

So we have the basic product, 100k users for 100 a month, and a premium option which is their enterprise option. CustomerIO, let’s see, gotta look for a same, so the minimum was 12k so it’s 150 a month there, so almost inline with what Intercom has. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things.

Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems. Live chat add-on provides you with personal metadialog.com customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

Feature Comparison: Intercom Vs. Zendesk

Best Zendesk alternative for organizations prioritizing CRM integration and personalized customer service. Their internal chat lets you discuss issues as well as create group chats with team members, share drafts, mention teammates, and use emojis and reactions. This makes it easy to scale your customer-facing team’s communication without affecting quality or efficiency. Companies can also use Groove to create a knowledge base and customer portal, as well. On these platforms, organizations can present information via text and/or multimedia to help their clients quickly find the information they’re looking for.

• Still on the fence about customer service and sales SaaS solutions?
• However, it’s obvious that they’re crafted for different use cases.
• Want to use similar Zendesk software to completely rethink your customer service strategy and make it more accessible and modern?
• Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects.
• So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised.
• You can integrate this customer service software solution with applications including Dialpad, Magento, Shopify, Salesforce, Calibrio, and Helpshift.

Finally, for startups or small businesses looking for a cost-effective live chat solution, Crisp.Chat is the best option. As your business grows, you can upgrade to their paid plans to unlock advanced features like chatbots and integrations. Crisp is the next-level customer engagement platform that takes customer service to a whole new level. It’s designed for modern businesses and offers powerful features such as automated conversations, real-time analytics, and multi-channel messaging.

Company

All the features Jetdocs has is accessible to all the premium members without any segregation. Are you looking for an alternative to Zendesk to provide excellent customer service? From Intercom to HubSpot Service Hub, there are several high-quality options that can make a huge difference in your customer service experience. In this article, we will explore the best-rated alternatives to Zendesk and discuss what makes each of them unique. Drift’s live chat tool allows businesses to set appointments, answer questions, share help center articles and videos, send pricing information, and more.

• Zendesk’s dashboard ties together your customer interactions from every possible channel.
• Moreover, it is one of the most powerful alternatives to Zendesk that fits all sizes of businesses.
• This goes hand in hand with the first point, realizing which features your help desk tool has to have is crucial to make an informed decision.
• CheckMarket integrates with Intercom to enable businesses to send surveys directly from Intercom conversations.
• However, you can connect Intercom with over 40 compatible phone and video integrations.
• As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging.

Plus, it’s incredibly easy to set up and use – so you can get started quickly and start delighting customers right away. There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights. Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries. Selecting the best customer service management software for your business is critical for the success of your customers and agents. On this page, we compare two customer service options directly, Zendesk and Intercom, to help in your evaluation of potential customer service solutions.

Zendesk vs Intercom: customer support

This allows organizations to revisit their knowledge base and make the appropriate changes to specific help documents. Intercom’s customer messaging platform focuses on enabling organizations to build authentic relationships with their clients throughout every stage of the sales funnel. This is because it comes with a free option, which is ideal for startups on a limited budget. Plus, it’s easy to upgrade to a larger package when your business grows. Finally, if you want even more advanced features, you can upgrade to their Premium package. However, do take note that this comes with custom pricing, so you will need to contact them to learn more.

• In 2014, they acquired Zopim, a Singapore based live chat company.
• If you upgrade to the Pro package for $153/month, you get everything in the Essential Package, plus other features like more integrations, automating meetings, and custom lead routing.
• Don’t opt for a more advanced tool because you “might” use the more advanced features at some point in the future.
• For businesses looking for an affordable yet feature-rich customer service platform, Gist is a solid choice.
• It has very limited customization options in comparison to its competitors.
• The result is that Zendesk generally wins on ratings when it comes to support capacity.

Customers are searching for viable Intercom alternatives because of delayed responses and the passing around of tickets through departments with no answer in the end. Not to mention, the free account with Tidio is one of the last-standing free Intercom alternatives available and includes a lifetime of unlimited conversations. Best Intercom alternatives for small businesses to interact manually with visitors on site. The live chat system permanently saves chat transcripts for future reference.

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You can soon find yourself wandering between pages of the self-service portal without even being aware of the redirect that brought you there. Similarly to LiveAgent, HappyFox is an all-in-one solution for an organization’s help desk software needs. LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision.

But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing.

Customer Outreach and Engagement That Doesn’t Come at a Premium

Dixa is another fantastic Zendesk alternative that is worth considering. With its user-friendly platform, you’ll enjoy an omnichannel experience, intuitive agent workspace, smart tools, and powerful analytics. Plus, it’s packed with handy features like customer satisfaction surveys, in-depth analytics, chatbot creation, and a quality assurance tool. HubSpot Service Hub is a comprehensive customer service platform designed to help you provide exceptional customer experiences. It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries.

Also, their in-app messaging functionality is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into their messenger. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom.