Therefore, businesses that have small customer service teams and are on a budget, will struggle with Zendesk’s high pricing. To begin with, communication with customers is important these days. Without proper channels to reach you, usually, customers will take their business elsewhere. And, thanks to the internet, a few taps will lead them right to your competitor!

Yet, the platform also understands the importance of real-time updates of documents and information. The software even includes “collision detection,” which ensures multiple agents are not trying to answer the same call. Another benefit of Freshdesk is that the documentation and information produced by an agent or customer can be easily metadialog.com uploaded “on the fly” to the software’s knowledge base. These platforms are examples of customer service software and are similar to Freshdesk alternatives, Help Scout alternatives, and Intercom alternatives. Without a doubt Zendesk is the most popular help desk sofware out there, this doesn’t mean that there is no competition.

Celebrated by brands and loved by their customers!

Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have. Once, the ticket is created, customers get a notification that their issue or request has been received and registered. Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead. The interface appears modern, easier to set up, and your agents can dive right into it.

In addition to these features, Intercom offers messaging automation and real-time visitor insights. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff.

Intercom vs Zendesk: The Ultimate Head-to-Head Showdown in 2018

Using Zendesk if you have a small team would work fine, even tough . Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting. Intercom is a software company that offers a help desk software for customer conversations to take place within a comprehensive platform with very innovative features that happen at lightning speed. From creating customer portals to integrating social media channels, Zoho Desk allows users to benefit from itself as an above-average help desk tool. However, Zoho’s case is an exception because it’s a bargain for the functions it offers.

• Though help desk software and CRMs historically existed in their own worlds, Kustomer worked to combine the two concepts into one useful solution.
• Front is a customer communication platform that allows businesses to offer tailor-made services on a large scale.
• Groove is an all-in-one customer service platform that helps teams provide personalized and efficient customer service.
• Zendesk’s strength lies in its scalability, making it an excellent choice for larger organizations with complex support needs.
• However, Intercom’s pricing can be prohibitive for smaller businesses with limited budgets.
• Therefore, to gauge if your chosen help desk is effective or not, you use analytics.

The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages. Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice. The Zendesk Workspace provides agents a single workspace with access to all team collaboration and customer communication channels so that an agent can manage all conversations without switching interfaces.

Who should use Zendesk?

It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools.

I mean I stumbled upon this article where people from Outreach.io were telling why they’d switched from Intercom to Zendesk, then I saw this comparison, where Zendesk seemed to beat Intercom at the end. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. What really struck me though is that people seemed to like Zendesk more. Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. 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. To understand how Zendesk is getting its engagement numbers, let’s dive deeper into the most popular two posts from the last 12 months.

Zendesk vs Intercom vs Chatra vs JivoChat. Choosing a chat service for your website

HubSpot Service Hub is a cloud-based customer service platform that aims to simplify the process related to customer support. HubSpot can work for companies of nearly every size, allowing users to quickly connect via conversational bots, live chat, canned responses, and phone calls with live agents. Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software.

• Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard.
• If your business has an app, in-app messaging can be used to send messages to customers.
• And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help.
• While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.
• With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions.
• However, you can browse their respective sites to find which tools each platform supports.

Being customer-focused, creating value, and educate the audience are the main characteristics when it comes to Intercom, Drift, and Zendesk content. Also, they succeed in building a familiar and personal feeling around their messages, wrapping the content simply and straightforwardly way. Intercom is huge, Drift is revolutionary, and Zendesk is powerful.

Existing live chat products have frustrating limitations

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. In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages.

ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. Intercom has been marketing itself as a business messaging platform right from the start.

Integrations with third-party applications

While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time.

If you’re looking for a Zendesk alternative that’s easy to use and cost-effective, Groove might be a great fit for your business. Our Smart AI Features help to increase efficiency and help to balance between business and Customer Support and Growing Business. Unify Customer Queries from multiple platforms in one and never miss out on any customers. Self-Service smart features like AI-powered Knowledge Base help customers or visitors to first go through guidance before reaching out to your support team. Desku is an omnichannel support platform built for small to medium-scale businesses.

Zendesk vs. Freshdesk: Our verdict

It’s designed for modern businesses and offers powerful features such as automated conversations, real-time analytics, and multi-channel messaging. Plus, it’s incredibly easy to set up and use – so you can get started quickly and start delighting customers right away. Zoho Desk is an intuitive customer service platform designed to help streamline the way you interact with your customers.

Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs.

Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho. Do note, that if your primary requirement is live chat then it’s only available in their highest tier which is around $50/mo/user. At that price point, it’s not too far away from where Intercom stands. Unlike platforms like Jetdocs, which gives you unlimited departments in their pro plan, Zoho limits you to 15 departments even on their highest tier.

• You can try it now to enjoy the free plan or 14-day free trial without inputting your credit card details.
• Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition.
• Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel.
• You get call recording, muting and holding, conference calling, and call blocking.
• On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client.
• The eligibility requirement for this program is also way easier than Intercom’s.