Zendesk vs Intercom: In-Depth Feature & Price Comparison

The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company.

Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business. It allows you to chat with visitors on your website and convert them into customers. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Zendesk also has solutions for small to mid-sized companies as well.

All-on-one CRM Platform

They expect to be taken seriously and provided with helpful solutions to their problems, and when they receive this type of service, they are usually delighted. But I don’t want to sell their chat tool short as it still has most of necessary features like shortcuts (saved responses), automated triggers and live chat analytics. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance. There is also integration with project management tools such as Jira, Slack, Mailchimp, etc. We hope this help desk comparison blog will help you make the best decision for your customer service team. Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works.

The Help Center is designed to give you a complete self-service support option (knowledge base). Users can use the information you are providing or turn to a community forum for answers. Zendesk has many pricing plans depending on your usage and needs. It’s hard to figure out what it’s going to

cost you without actually getting it all setup… and then, when your needs change, you may find yourself

being forced to upgrade to a new plan. On the other hand, Enchant was built for the needs of small and medium business. If your team is familar with Gmail, Enchant

Inbox will feel like Gmail on steroids.

Zendesk Guide Pricing

One of the best ways to reduce the number of tickets is to empower customers to answer their own question. Gorgias has a knowledge base feature that allows companies to build white labeled robust FAQ pages that are on brand and allow customers to easily find answers to their questions (example from Krave Beauty). We believe Gorgias used to charge for this feature, but now it is available at no extra cost. The ease of navigating a Gorgias designed FAQ page vs an in-house HTML version is night and day, and companies should see a drop in the number of tickets per order when they implement this feature. By focussing on the needs of small and medium businesses, we’ve built

a solution that’s easy to understand, easy to use & easy to setup. Enchant provides a fast and smooth

experience for your team and is completely invisible to your customers.

• This live chat service provider offers 200+ integrations to its user base.
• Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget.
• Moreover, you can tailor your content to different audiences such as visitors or paid customers.
• Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.
• 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.
• Customers increasingly expect to receive fast, convenient, and personalized support.

We have already mentioned several times above how chat tools are one of the main ways that customers can reach out to a help desk or support team, but let us delve deeper into advanced chat widget features. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff.

Zendesk vs HubSpot Service Hub

Having the two presented side by side, which is the best CRM solution? The answer, as with most things in life, is that it depends on your specific needs and ultimate goals. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.

This can help support agents to help customers through complex issues that simply don’t translate well via live chat. It also provides customers with yet another way to reach your company based on their support preferences. Intercom is a popular customer communications platform, but its focus has always been on sales and marketing.

We love these tools

If you’d like to dive deeper into the features and tools within HubSpot’s Service Hub, check out our full features overview. Also, check out our hands-on video demo so you can see them in action… Customerly provides the proper volume of marketing automation and gives you tools to collect customer feedback to offer them the best service. It is affordable, with plans appropriate for businesses of all sizes. You can try it now to enjoy the free plan or 14-day free trial without inputting your credit card details.

Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner.

Intercom Inbox Features

Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc.

• The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento.
• Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub.
• Without proper channels to reach you, usually, customers will take their business elsewhere.
• Also, they succeed in building a familiar and personal feeling around their messages, wrapping the content simply and straightforwardly way.
• For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members.
• After starting life as a simple chat widget, Intercom has added lots of new features to its messaging platform, but catering for customer support seems like more of an afterthought.

What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing results as you type your query. The bot also ensures that the customer or employee will find the right article before contacting an agent. Thus, it leaves your team to solve more important customer requests. Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand.

Outsource your customer success!

You have to integrate either with the direct API or find something, maybe within Zapier or something else, that can help you do that. Our mission is to empower SME ecommerce & DTC brands with powerful software without breaking the bank. If you are such a brand, DelightChat might be the right customer support software for you. Intercom’s pricing starts metadialog.com at $59/month for a bare-bones version and goes up to over $499/mo for their most robust offerings. Intercom users pricing is also incorporated into the tiers, with the number of allowable users increasing as the price level does. Fortunately, both Gorgias & Intercom support macros to help your customers save time and increase productivity.

Try out mParticle and see how to integrate and orchestrate customer data the right way for your business. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. You’re also extremely smart and can find answers on your own. Search our comprehensive Knowledge Base to answer any question you might have about our products. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices.