Zendesk Vs Intercom: Discovering The Perfect Helpdesk Match!

Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools. While on one hand, you have to scroll through multiple comparison websites, online reviews, etc. On the other hand, you need to be careful about the various needs and requirements of your support team. While Zendesk features are plenty, someone using it for the first time can find it overwhelming.

Zendesk wins the self-service tools category because it provides extensive help center customization options. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.

CRM Basics: Leverage Data to Drive Results with CRM Analytics

When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. 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.

With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience.

Zendesk vs. Intercom

Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company.

This conversational marketing and sales automation tool helps businesses connect quickly with customers who are ready to purchase their products. Drift is leading companies through the customer solution-driven revolution by using conversations to unlock and expand their compound annual rate. The live chats on both of their websites have support agents that answer very quickly and are right to the point.

FreshDesk Messaging

It is accessible for representatives using web browsers, selected applications for Windows, Android, Mac OS X, and any mobile devices running iOS. While Zendesk’s chat widget is rich with features such as shortcuts, automated triggers, and live chat analytics, the default design looks outdated compared to Intercom’s. In addition, if you choose to change the look of the chat widget, the customization options become limited. Intercom’s live chat widget is modern, smooth, and loaded with advanced features that make them one of the best messaging platforms in the industry.

The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages.

Zendesk vs Intercom vs ProProfs: Features

The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics. In terms of usability, ProProfs Help Desk has been diligently designed to meet the needs of customer service teams of any size, business. Right from small startups to large enterprises, all businesses can manage their ticketing needs and stay available to their customers 24×7. 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.

They’ve been rated as one of the easy live chat solutions with more integrated options. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.

What tools integrate with Intercom?

On the other hand, it provides call center functionalities, unlike Intercom. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.

• 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.
• However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations.
• There’s even on-the-spot translation built right in, which is extremely helpful.
• Zendesk offers powerful automation tools to create better experiences for both your agents and your customers.
• This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary.

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