Intercom vs Zendesk Why HubSpot is the Best Alternative

In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC. It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior. They may be utilized to alert consumers about product updates, provide assistance, and promote specials that are relevant to them.

Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools.

Zendesk vs. Intercom

Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.

• On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune.
• You keep having to get around their bugs, which you can, it is just annoying.
• Their intuitive text editor makes it easy to create new articles, organize them into categories, and customize your knowledge base to match your brand.
• It allows businesses to engage users while they’re active in the app, delivering information based on relevant time or behavior triggers.
• Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests.

Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters. They have a dedicated help section that provides instructions on how to set up and effectively use Intercom. Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems.

Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships

Zendesk and have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest. Since Zendesk’s inception, its ticketing system has remained the best in the business. 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.

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. Intercom allows visitors to search for and view articles from the messenger widget.

Customer Support: Zendesk vs Intercom

Real-time analytics are displayed on a live feed, providing necessary information on your dashboard and broadcasting it to your support agents. This can help your agents determine where they should allocate their time to assist their customers most effectively. Intercom does not offer a virtual call center tool, so it is unable to handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 20 compatible phone and video integrations.

Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. 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’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. 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. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature.

Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. As two of the most popular and effective customer support solutions on the market, Intercom and Zendesk often compete head-to-head to win the business of companies like yours. You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages. It can automatically suggest necessary help articles to customers and connect them to an agent if the need arises.

Its feature offering is second to none and for growing companies, Zendesk scales as well or better than any other customer support platform on the market. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not.

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• The Zendesk team tends to respond a little faster depending on the time of day.
• But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences.
• This can help your agents determine where they should allocate their time to assist their customers most effectively.
• Zendesk on the other hand offers tools that support a wide variety of customer service functions including robust ticket management capabilities.
• The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.
• In addition, if you choose to change the look of the chat widget, the customization options become limited.