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In a nutshell, none of the companies provide any decent customer support software. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget. You can create new articles in a simple intuitive WYSIWYG text editor, divide them by categories and sections and customize it with your custom themes.

Zendesk also has solutions for small to mid-sized companies as well. It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need. This list of Freshdesk alternatives will help you find a tool that's right for you. Your knowledge base is easily customizable to ensure it matches your branding and overall website’s look and feel to create a cohesive experience.

Inbox

It also provides customers with yet another way to reach your company based on their support preferences. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution.

Tools that allow support agents to communicate and collaborate are important aspect of customer service software. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. The Intercom versus Zendesk conundrum is probably the greatest problem in the world of customer support tools. They both offer some state-of-the-art core functionality and numerous unusual features. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.

Zendesk Chat vs Intercom – Which One Should You Use?

Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business's budget and overall return on investment. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform.

• With Zendesk, companies can manage customer interactions across multiple channels, build lasting customer relationships and improve customer engagement.
• That’s why we wanted to make a comparison of these tools with the goal of helping you decide which one would be a good choice for your business.
• Like Intercom, LiveAgent offers a claims system, chatbot, and customer profile features.
• Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly.
• This allows using import to perform mass update operations or mass deleting data, matching some condition.
• Most of these tools are free for small teams, so you can get a lot of work done in one place; Zendesk.

Let’s take a closer look into engagement details and see on which Social Media channel has Intercom, Drift, and Zendesk reached a higher engagement. Of course, each brand has a different approach metadialog.com according to the used channel. On Facebook and Instagram, the brands are delivering more relaxed and personal posts, as on Twitter, YouTube, and LinkedIn, a more informal type of content.

Integrations

Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters. In terms of usability, ProProfs Help Desk has been diligently designed to meet the needs of customer service teams of any size, business. Right from small startups to large enterprises, all businesses can manage their ticketing needs and stay available to their customers 24×7. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume.

HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. You can do all this and more with Help Scout’s live chat functionality. Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster.

New Intercom Lead to Check Lead Status to Submit New Zendesk Ticket

Just a quick glance at the pricing plans and you can easily calculate how much your team will spend upfront as there are no hidden costs. For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. By using Help Scout, whether or not you like it, you're joining a "customer-centric support community". When I see companies using Help Scout, I can't help but just feel connected to them - just like that, they feel like a friend. Somehow Help Scout has managed to do this and it's not surprising given that they invest a lot into CS research, education, and they treat their employees really well.

However, it is possible Intercom’s support is superior at the premium level. See how our customer service solutions bring ease to the customer experience. Use ticketing systems to manage the influx and provide your customers with timely responses. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.

Why Should You Use an Intercom Alternative?

Our goal is to be objective,

simple and your first stop when researching for a new service to help you grow your business. We will help you find alternatives and reviews of the products you already use. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. 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.

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. 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.