Intercom VS Zendesk Customer Communication Technologies Market Share Comparison

At the same time, they both provide great and easy user onboarding. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms.

Once you add them all to the picture, their existing plans can turn out to be quite expensive. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets.

Robust self-service and knowledge management

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One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. 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. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues.

Intercom User Assistance and Support

Since August 2016 a new version of the agent/admin interface of Zendesk is available, with a more clean and modern design. You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch. There’s a 14-day free trial that starts directly with the plan and number of people that you need.

It’s well-suited for organizations aiming to enhance customer engagement through real-time communication. With its robust ticketing system, versatile automation capabilities, and extensive reporting tools, Zendesk empowers businesses to handle customer inquiries effectively and improve support efficiency. It’s best used when you need a centralized platform to manage customer support operations, whether through email, chat, social media, or phone. Zendesk is ideal for businesses seeking to enhance their customer service processes and maintain a high level of customer satisfaction across all communication channels. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. In this detailed comparison, we’ll explore the features and characteristics of Intercom and Zendesk, highlighting each of their unique capabilities, so you can identify the right solution for your needs.

Each additional 1,000 contacts on a Starter plan will cost you $25/mo. Pro plan is rather a team plan that costs $395/mo and includes 5 seats. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month.

The chat enables you to send targeted, behavior based Zendesk messages to customers. Intercom features phone support, online support, and a knowledge base. While Intercom is great for tracking user-centric metrics, Zendesk can provide a more comprehensive look at overall customer support performance. Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources.

Zendesk vs Intercom – Who’s the leading helpdesk solutions?

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. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace.

• Most of our Intercom alternatives have much more straightforward pricing plans that are based on the number of support agents you need seats for, allowing your business to better plan for expenses.
• That means all you have to do is add the code to your website and enable it right away.
• Analyzing the three websites in a single place, I’ve noticed that Zendesk has an Event Agenda on its website, taking the marketing strategies offline by creating meetups and events around the world.
• On the other hand, you need to be careful about the various needs and requirements of your support team.
• ThriveDesk empowers small businesses to manage real-time customer communications.

This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers.

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