8 Zendesk Alternatives for Better Customer Support in 2023

intercom versus zendesk

Proactive tools help your team solve problems before customers reach out, with minimal effort. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. 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. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. From FreshDesk and Sharepoint to HelpScout and Happy Fox, here is our list of the best Zendesk alternatives.

intercom versus zendesk

Let’s take a closer look into engagement details and see on which Social Media channel has Intercom, Drift, and Zendesk reached a higher engagement. Another website detail that caught my attention was from Intercoms’ website. The company changed the item’s order on the pricing page, focusing on the “Try for free” CTA button, instead of the price, as it used to be before the change.

Pricing for Intercom

CustomerIO, let’s see, gotta look for a same, so the minimum was 12k so it’s 150 a month there, so almost inline with what Intercom has. Let’s say for 1000 people or 1000 users, let’s say for users, you’re paying about $200 a month to be able to message those people for their messages. Quickly, do a quick, you know, the different plans here, essentially the pro and the premium, just look at the different differences real quick. It could be interesting way to experiment how to structure the original messages. Zendesk would be a great recommendation if you’re already in the Zendesk world, that is, if you have Zendesk for ticket support, maybe have a few other things. So if you have a few of those, that could also be a good fit just naturally, you’re gonna be part of the same universe of tools.

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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 metadialog.com their user base. This enables them to speed up the support process and build experiences that customers like. With Zendesk, organizational data silos can be a thing of the past.

New Intercom User to Send Twilio SMS

However, Gorgias is set apart from the competition thanks to its integrations with BigCommerce, Shopify, and Magento. HappyFox is a popular all-in-one solution for a business’s help desk software needs. HappyFox allows users to support their clients via social media, live chat, email, and phone.

intercom versus zendesk

Plus, its pricing plans are flexible and affordable so you can scale up or down as your needs change. Hubspot, of course, has quality in its products, the Service Hub is focused on the entire customer experience similar to how Intercom is but with slightly fewer feature sets. The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents. However, Hubspot does not provide a proper ticketing interface, instead, it is a very good live chat provider. Ss if you are looking for a proper ticketing experience in your platform you should go with other alternatives here. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams.

Transparent, straightforward pricing

Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization. The ability to see the customer’s e-mail address in dialog mode instead of looking through a form would be a useful feature as well — in this regard, it would be wise to take some notes from Intercom. For instance, in this blog you can read why the Outreach (a tool for active sales) IT juggernaut preferred Zendesk to Intercom and almost picked Desk.com. The comparison of several popular chat services for your website. There’s no need for you to train your agents on a new Help Desk tool. Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes.

  • Another benefit of Freshdesk is that the documentation and information produced by an agent or customer can be easily uploaded “on the fly” to the software’s knowledge base.
  • When performing the synchronization periodically, Skyvia does not load all the data each time.
  • Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing.
  • It’s hard to give premium customer support manually, that’s what customer support software like Zendesk or Intercom does for you.
  • However, Intercom’s pricing can be prohibitive for smaller businesses with limited budgets.
  • There are also several ticket apps that you can integrate into Zendesk to reduce the time it takes to resolve a ticket.

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. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. 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.

User comments

Unlike the competitor, Jetdocs, they place limits on approval workflows and departments which make Jetdocs better if you are looking for a ticketing platform, if not then Live Agent is a solid platform. A front combines all of your channels into one “front” so you can access them all at once. They integrate well with various channels such as email, phone, Facebook, slack, etc making it an efficient platform. The pricing for Front however is not too far from Zendesk itself, starting at $50/mo/user.

intercom versus zendesk

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. It will really help you get up faster and understand the product deeper, and not waste time. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money.


The Zendesk marketplace is also where you can get a lot of great add-ons. Popular integrations include Slack, MailChimp, Dropbox, and Jira. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. As for the category of voice and phone features, Zendesk is a clear winner.

  • It could be interesting way to experiment how to structure the original messages.
  • With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions.
  • 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.
  • Agents collaborating using Groove can do so using private internal means or customer-facing channels.
  • This means businesses can efficiently engage in conversations at scale, providing a better experience for prospective and current customers to drive conversions and loyalty.
  • We empower your teams to create no-code workflows that standardize your processes and connect your teams.

However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future. The Intercom Messenger, in particular, performs well compared to the Zendesk alternative. Zendesk chat vs Intercom offers similar chat features but still has a couple of differences.

Intercom VS. Zendesk: Feature Analysis

Use simple routing rules and SLA warnings to get every conversation to the right rep right away. Zendesk, on the other hand, only has online support and a knowledge base. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience. Zendesk also has solutions for small to mid-sized companies as well. It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need. This list of Freshdesk alternatives will help you find a tool that’s right for you.

intercom versus zendesk

Delivery windows, interesting feature, you wanna send the messages only between 8 a.m. So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution. 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. It’s clear to notice that Zendesk has a bigger number of social followers on Facebook and Twitter and bigger changes to get more appreciation from its audience than Drift, for example.

Does Intercom have ticketing?

Tickets are fully integrated into the Intercom support solution. Tickets work in Inbox automation rules to route to the right team, update ticket states, and more. Inbox views can be set up for any team to monitor and manage their tickets.

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