Zendesk vs Intercom: In-Depth Feature & Price Comparison

Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help. The interface of Intercom’s native apps for iOS and Android is equally impressive. Agents can use the app to support customers who need help, even while they are away from their desk or working remotely. Moreover, internal collaboration feels a bit more engaging and effortless with notes and mentions.

Additionally, its reporting tools make it easy to measure key performance metrics like response time and customer satisfaction ratings. If you’re looking for a Zendesk alternative with robust features that’s easy to use, then HappyFox might be the perfect choice for your business. In addition, it provides powerful analytics so that you can measure the effectiveness of your customer service efforts and identify areas for improvement.

Key features:

In this post, we’ll cover some of our favorite Intercom integrations and explain how you can use them to get the most out of this powerful tool. If the answer is “yes”, then that’s where I can vouch for Front, but again, you’re accepting support fragmentation, and good luck roping that back in in the future. Again, if you’re a small team, you should probably have a primary and centralized support channel, usually “” – that way you can better control routing and tracking feedback. We cut the outsourced support agents by half and saved $100K in salaries. Send a dynamically generated self-service email that is populated with customer’s order data and give them an opportunity to resolve the issue instantly. Although Zendesk’s overall system can work without any issues, its overloaded user interface prevents it from having mechanics that are user-friendly for beginners.

• Using these transcripts, you can also form canned responses for shortcut replies when dealing with frequently addressed topics.
• Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.
• You can set up email sequences that specify how and when leads and contacts are engaged.
• You must choose a software solution that aligns with your company’s specific goals and objectives.
• According to one Capterra review from earlier this year, “Zendesk seems to have done all of its innovation years ago as the product has achieved a plateau of functionality of features.”
• If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business.

Groove is compatible with many third-party apps and services like Trello, MailChimp, Slack, Shopify, Salesforce, and Jira. HappyFox caters to companies of all sizes in various industries including eCommerce, IT services, healthcare, education, and financial services. Before signing up for any of these plans, you can give Front a try with a 7-day free trial. Companies with limited budgets are no longer able to afford this once-novel business messenger software. To emphasize the importance of workflows, let us share some numbers.

Userlike

Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues.

The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month. Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. Zendesk Chat shows up as a chat bar docked at the bottom of your site.

Integrate with Fullview

When I see companies using Help Scout, I can’t help but just feel connected to them – just like that, they feel like a friend. Somehow Help Scout has managed to do this and it’s not surprising given that they invest a lot into CS research, education, and they treat their employees really well. 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.

To analyze each tool’s customer communication, visit the customer support team and contact the support staff via email. When everything is equal between two tools, the strength of those resources might make a difference. 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. Additionally, Freshdesk enables agents to collaborate with other agents through features such as Team Huddle, Shared Inbox and Ownership, etc. to efficiently solve customer problems. Moreover, Freshdesk supports multi-channel communication management, allowing agents to interact with customers via email, phone, social media, live chat and WhatsApp.

Zendesk vs HubSpot Service Hub

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This information helps organizations revisit the knowledge base and make changes to help documents as necessary. What makes Tidio a great choice is its ease of setup, user-friendly interface, and a visual chatbot editor that comes with premade templates for metadialog.com creating automations and triggers. The platform’s AI chatbot functionality allows businesses to scale with a smaller team. Front is a shared inbox tool that serves as a one-stop-shop for customer messaging, including email, live chat, and social media.

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At that price point, it’s not too far away from where Intercom stands. Unlike platforms like Jetdocs, which gives you unlimited departments in their pro plan, Zoho limits you to 15 departments even on their highest tier. According to its website, Drift’s main goal is revenue acceleration. With Drift, your live chat isn’t limited to support, making this your tool of choice if flexibility is something you’re looking for. LiveAgent is an Intercom alternative you might want to consider as it offers a number of support features that Intercom doesn’t.

Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team. Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools.