Zendesk Alternative for Customer Support

You get multiple support channels at no extra cost with over 1000 APIs and integrations. They also offer several other features such as pre-defined responses, custom rules, and customizable online forms. It’s clear that both of these tools are designed for different use cases.

Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. 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?).

Intercom vs Zendesk: Pricing and Plans

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. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.

• With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers.
• The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.
• This enables them to speed up the support process and build experiences that customers like.
• Some of the links that appear on the website are from software companies from which CRM.org receives compensation.
• Check out the research-backed comparison below to better understand how each solution can add value to your organization.

Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Founded in 2007, Zendesk started as a ticketing tool for customer support teams.

Zendesk vs Intercom: functionality

Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. Zendesk has more pricing options, and its most zendesk vs. intercom affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time.

Both Zendesk and Intercom have their own «app stores» where users may find all the integrations. Many powerful integrations are included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier. And suppose you’re looking to invest in increasing sales and conversions with help desk software. In that case, it might be worth investing some money in Intercom for its unique, conversational front desk assistance approach. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal.

Zendesk vs. Intercom: Collaboration Tools

Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use.

On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). If you thought Zendesk’s pricing was confusing, https://www.metadialog.com/ let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs.

Zendesk

This method helps offer more personalized support as well as get faster response and resolution times. 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. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform.