14 Alternatives to Zendesk For Every Usecase in 2023 Leave a comment

zendesk vs intercom for customer support

An easy fix would be to place an “add a link” option in the action menu to accommodate those who may try to use the shortcut for linking out of habit. When new users onboard, Intercom drops them into an inbox tutorial that focuses on teaching the ins and outs of keyboard shortcuts. Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. Front is built for collaboration at scale, so customers always get an authentic, thorough reply. 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.


AzureDesk also offers customer support teams to create a knowledge base to help with enabling customers to find answers on their own. Integration with popular apps like JIRA and Slack further enhances its capabilities. In addition, the market has been a Zendesk alternative for a long time and offers more advantageous packages to businesses in terms of price.

Gorgias vs Zendesk vs Kustomer vs HelpScout vs Intercom vs Reamaze vs Freshdesk vs Gladly

Powerful analytics to help you understand the reason for contact and generate ideas for automation. It can help you to reach out to customers and help them complete purchases. Both Zendesk Chat and Intercom will integrate with Salesforce Sales Cloud, Zendesk, and WordPress.

zendesk vs intercom for customer support

Intercom’s Inbox organizes all of an agent’s core functions into one interface. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats.

Pro-active automated customer messaging.

It’s modern, it’s smooth, it looks great and it has so many advanced features. I’m pretty sure it’s a benchmark for other chat widgets out there. Want to automate scenarios that require taking actions across multiple apps? Richpanel has prebuilt integrations with 20+ apps and provides a powerful APIs to connect more. It also contains a customer support self-service system, where users can easily find answers to their questions.

  • This enables businesses to automate customer service tasks and scale their support operations without needing to hire additional human agents.
  • Looking for alternatives to Zendesk is important if addon costs are piling up for you in Zendesk.
  • The main advantage of these tools is that they can offer immediate assistance.
  • This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team.
  • Intercom is the new guy on the block when it comes to help desk ticketing systems.
  • Reduce waiting times with interactive guidance when users need it most.

Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. With industry-leading automation, your team can cut resolution time by 44%.

Zendesk vs. Freshdesk: Customer support

The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. One place Intercom really shines as a standalone CRM is its data utility.

What is Intercom also known as?

An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.

ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful. No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via metadialog.com email, you can easily manage an influx of customer conversations over multiple channels. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior.

Oracle Fusion Service (also known as Oracle Service)

The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure. Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zendesk and Intercom both 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 vs intercom for customer support

What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers.

Intercom vs HubSpot Service Hub

On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. Zendesk was founded in 2007 and as such, is one of the oldest customer service management software offerings available on the market today. Zendesk provides a variety of solutions including customized ticketing automation, self-service solutions, and customizable configurations based on your business needs. Leveraging AI-powered chatbots, Zoho Desk employs Zia, an intelligent assistant, to share relevant knowledge base solutions with customers and agents.

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Is Zendesk similar to Intercom?

Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

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