Intercom vs Zendesk Why HubSpot is the Best Alternative

Zendesk also offers tons of APIs to customize the software to the users’ needs. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement.

The point is to send those messages at maybe very specific actions or points, and then guide users along a certain path or journey you wanna take them. When the customer opens the LiveAgent widget, the support agents are alerted, who then reply with potential help from the knowledge base by analyzing user data. Freshdesk also has a live chat app messaging solution to enable conversations with users across multiple channels.

Use these 16 omni-purpose examples of customer support canned responses and see how much time you’ll save yourself.

Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. Zendesk also offers proactive chat functionality to its user base. It enables them to engage with visitors who are genuinely interested in their services. You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers.

• As both platforms have their pros and cons, it can be difficult to decide which one is right for your business.
• All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently.
• However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.
• After your free trial ends, Intercom’s products start at $49/mo, but if you cancel in the first 14 days you won’t be charged.
• With Dixa’s user-friendly tools, you can quickly create a seamless customer experience across multiple channels.

IOS and Android apps will help you view, manage, and respond to customer conversations from your mobile device. Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use. The Intercom Platform shows you who your customers are and what they do in your web or mobile app, for free. It enables you to get quality product feedback from the right customers at the right time through the app or by email.

Zendesk vs Intercom: Help Desk Software Comparison

It introduces shared inboxes tailored for different teams, such as sales, marketing, and customer success. These shared inboxes facilitate seamless customer interactions across multiple channels, ensuring that teams can collaborate efficiently and maintain consistent, top-notch support. Both Zendesk and Intercom are standout performers when it comes to providing comprehensive multi channel support, catering to diverse customer needs. Zendesk offers a versatile array of communication channels, including email, chat, social media, phone, and web forms. This breadth of options ensures that businesses can effectively engage with their customers through their preferred communication method.

• Another critical difference between Zendesk and Intercom is their approach to CRM.
• When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.
• It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day.
• Basic service`s feature is a huge number of out-of-the-box integrations.
• Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.

Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages. Zendesk also offers an Answer Bot that can help you eliminate wait times.

Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc. On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune. Therefore, businesses that have small customer service teams and are on a budget, will struggle with Zendesk’s high pricing. Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins.

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