Zendesk vs Intercom: Which is better? 2023

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Zendesk Sell is a cloud-based CRM platform built to improve customer relationships and influence sales through features such as a self-service portal, knowledge base and community forums.

Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be.

Intercom’s Security

Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right.

Intercom vs Zendesk: Which Is Better?

With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site. Intercom isn’t as great with sales, but it allows for better communication. With Intercom, you can keep track of your customers and what they do on your website in real time. Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues.

Zendesk’s interface intuitive and easy to use, making it easier for your teams to navigate and collaborate on interacting with customers at the appropriate time and with the best approach. You’ll get a complete view of customer information and interactions and real-time insights into key sales metrics, which will help your sales reps prioritize their efforts on leads and contacts. Intercom and Zendesk are excellent customer support tools offering unique features and benefits. However, when it comes to choosing between the two, it ultimately depends on the specific needs and preferences of the user.

Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. If you’d want to test intercom vs zendesk before deciding on a tool for good, they both provide free trials for 14 days.

• Zendesk Sunshine is a separate feature set that focuses on unified customer views.
• On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load.
• She also empowers business leaders with unbiased data-driven information needed to run their SMBs.
• Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support.

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. 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. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column.

Does Zendesk have Intercom integration?

Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations.

That being said, in your search for the best customer support tool, you must have come across Zendesk and Intercom. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. Here is a Zendesk vs. Intercom based on the customer support offered by these brands.

Intercom vs Zendesk: Feature Comparison

Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic. You can then add automations and triggers, such as automatically closing a ticket or sending a message to a user. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products.

Collaborate with your teammates by easily assigning the right rep to best handle a customer query. In today’s hyper-competitive, hyper-connected globalized economy, customer experience has become a fundamental differentiator. As customers’ needs are constantly evolving, businesses must adapt and keep up to guarantee the best customer experience and satisfaction. Discover key strategies, tools and channels to grow your business with new… Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth.

Zendesk or Intercom: Email features

If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Zendesk and HubSpot are two of the best marketing CRMs, with Zendesk being the best for boosting conversions and HubSpot being the best for cross-channel lead nurturing marketing. However, HubSpot beats Zendesk for its comprehensiveness and free version offering.