Zendesk vs Intercom: In-Depth Features & Price Comparison

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. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.

In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company.

Features:

Moreover, Zendesk excels in sending automated responses and escalating critical issues with precision. When it comes to integrations, Zendesk and Intercom both offer diverse possibilities, but here, Zendesk takes the lead. Zendesk boasts an extensive array of integration options, with over 1,500 apps in its ecosystem. Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs. While Intercom offers a free trial, it’s important to note that the cost can increase as you scale and add more features or users. Lastly, there is also a significant difference in their pricing.

The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. Zendesk Explore is the platform’s analytics and reporting tool. Zendesk users can track quantitative metrics like agent performance and ticket volumes. These include ticket attributes or agent responses and performance.

One seamless platform

But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner.

• If the answer is “yes”, then that’s where I can vouch for Front, but again, you’re accepting support fragmentation, and good luck roping that back in in the future.
• So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform.
• We will compare those customer service solutions in terms of functionality and price.
• They offer an advanced feature for customer data management that goes beyond basic CRM stuff.
• In addition to these features, Intercom offers messaging automation and real-time visitor insights.
• There is a really useful one for Shopify to provide customer support for e-commerce operations.

The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Nothing fancy, it covers just basic customer communication needs. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price.

Contact Center of the Future: Empower Agents with AI…

Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Intercom built additional tools to aid in engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Zendesk offers robust, pre-built reports for sales and support teams.

If you want a dedicated live chat operator, then Pure Chat is the best choice. It can connect with your website and displays a chat widget for users to connect with you. It comes with pre-chat surveys, eCommerce and CRM integrations, intelligent tracking, custom messages, and more.

Join your Zendesk Chat and Intercom data

Read more about https://www.metadialog.com/ here.

• If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component.
• The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them.
• But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands.