Customer Service Software Built for Ecommerce

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. However, with Zendesk, agents can gain relevant context by viewing a customer’s profile and past interactions. Moreover, features such as typing indicators, delivery events, and rich message types like emojis, GIFs, etc. can give life to any conversation.

With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. 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 The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into their messenger.

Zendesk vs Intercom for ease of use

Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before. It’s a pretty okay ticketing system starting at the price point of $29/mo for one agent with no collaboration features. The only advantage it has over other Zendesk alternatives in this article is that it can be self-hosted. They have advanced compliance levels like HIPAA for serious B2C clients like doctors but no SLAs and priority levels for B2B clients. If cost is not an issue and you are looking for an overall tool to solve all your needs, Intercom is a good Zendesk alternative. To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments.

And just off the top of mine now, I hear a lot about companies like Braze, Mixpanel, of course, has a messaging function built into it, Pendo might. There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”. There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom.

Sales pipeline and lead nurturing

You have events, you have user attributes, you identify users, and so on. So really from the visual perspective, all three of them would be very similar, if you look at just integrations, like an app store, or if you go to different tools, Intercom will do much better. Now all of them will tend to have an API you can work with, that you can send data to, so we don’t really compare on that. We assume that, if we wanted to work directly with the API, we do that. As we see, we have some of the backend libraries here, here’s a JavaScript library, mobile libraries, an integration with Segment, which they build right away. One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition.

• But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering.
• One of Zendesk’s most notable aspects is its robust ticketing system.
• For Intercom, it’s the opposite as ticket management appears to be a complementary feature.
• It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more.
• Help Scout on the other hand can be best described as a customer-centric tool.
• Also, when it comes to Twitter, this seems to be the most used channel to connect directly with users/clients.

If your business has an app, in-app messaging can be used to send messages to customers. You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. Having the two presented side by side, which is the best CRM solution?

Why Should You Use an Intercom Alternative?

Hubspot Services Hub is one of the best alternatives for large businesses that already use Hubspot. Skyvia offers you a convenient and easy way to connect Intercom and Zendesk with no coding. You can see exactly if your support volume is increasing, if your team is responding fast enough to your users and leads, and who on your team is the busiest.

The All-in-one customer communication platform, Qpien, provides convenience to businesses with easy-to-use and powerful solutions. It is a convenient and efficient customer communication tool for any company that cares about customer communication. In the beginning, Intercom, used as a simple chat tool, has been added to many features over time. These powerful features soon increased the popularity of the vehicle. On the other hand, these features have also made it easier for businesses to manage processes professionally.

When comparing Zendesk and Intercom, you can also consider the following products

You can also find out your users’ satisfaction with Intercom by collecting feedback. There are also integrations for other project management and collaboration tools just like Zendesk. To create help articles, you can choose a template or create one from scratch, customize the template, import files or docs, and publish within minutes. Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%. You can even create an internal knowledge base to keep your agents well-trained and ready to delight customers. Zendesk’s help center is feature-rich and helps you organize and store knowledge in a central location.

Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly. Try out mParticle and see how to integrate and orchestrate customer data the right way for your business. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. One more thing to add, there are ways to integrate Intercom to Zendesk.

Need a dedicated customer experience team ready to support your brand?

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. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?).

Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. 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. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. With Zendesk, organizational data silos can be a thing of the past.

Other alternatives to Intercom

It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times.

• For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans.
• In both cases, you can find customers who are delighted or disappointed with the two platforms.
• It has a sales pipeline with analytics and forecasting that allows you to manage leads more efficiently and optimize sales processes for acquisition.
• But if you’re not familiar with them, think of the software as online human resource departments.
• On the other site, Drift has created a whole section of reviews called “What Customers Love About Drift,” in which they imported customers’ opinions mainly written on Twitter.
• With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language.

The bar for customer service keeps rising, and with Front, you’ll always stay ahead. Use simple routing rules and SLA warnings to get every conversation to the right rep right away. With a shared view of email, Facebook, SMS, calendars, live chat, CRMs, and 80+ apps in one space, you’ll have all the context you need to deliver a personalized touch. It enables you to get quality product feedback from the right customers at the right time through the app or by email.

Intercom or Zendesk: Voice and phone tools

It uses artificial intelligence (AI) to assist customers through self-help options or access to the relevant articles before connecting them to your team. And this, undoubtedly, leaves your customer support agents free to solve urgent matters. 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.

• When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.
• The self-hosted option is available for a one-time perpetual license fee that covers free upgrades for up to one year.
• While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.
• Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables.
• If you want to deliver better customer service, live chat is the key.
• For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually.

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. Zendesk also offers a straightforward interface to operators metadialog.com that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously.

Create a chatbot with minimal coding and customize it to your heart’s content. This live chat software allows companies, such as ours, to have real conversations with customers. Intercom software is designed to resemble the messaging apps we use every day, Intercom allows you to talk to consumers from inside your app, across your website, and via email.

Let’s just say, I’ve tried every single help desk on the market (and continue to evaluate new solutions), and yet I keep finding myself coming back to Help Scout, and here’s why… For a full list of the available apps and integrations, you can check out their app store here. Another great feature is the ability to better route and qualify leads. With this tool, you can automate your lead routing so that it ends up with the right sales rep.