Zendesk Chat vs Intercom vs HubSpot Service Hub Comparison
What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing results as you type your query. The bot also ensures that the customer or employee will find the right article before contacting an agent. Thus, it leaves your team to solve more important customer requests.
It offers a chat-first approach, making it ideal for companies looking to prioritize interactive and personalized customer interactions. With its robust ticketing system, versatile automation capabilities, and extensive reporting tools, Zendesk empowers businesses to handle customer inquiries effectively and improve support efficiency. It’s best used when you need a centralized platform to manage customer support operations, whether through email, chat, social media, or phone.
Zendesk Pros and Cons
Zendesk has tons of products that are similar to Intercom’s including Zendesk chatbot software, messaging, team collaboration, knowledge base, analytics and reporting. Zendesk on the other hand offers tools that support a wide variety of customer service functions including robust ticket management capabilities. By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc.
Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.
Choose the Future of Customer Service
Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents. You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents. Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters.
Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc.
On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. 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. At the same time, Zendesk looks slightly outdated and can’t offer some features. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. In this detailed comparison, we’ll explore the features and characteristics of Intercom and Zendesk, highlighting each of their unique capabilities, so you can identify the right solution for your needs.
On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. Most help desk systems offer complementary features such as chat, and knowledge base.
For real zen, switch to Intercom
It brings with it anxiety of responding (had one client that wouldn’t use the restroom out of fear they weren’t there to respond to a customer shortly after implementing Intercom into their business. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day. While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money. Intercom and Zendesk are neck to neck in reviews from various sites such as G2, Capterra, Financesonline, and more. Let’s compare Intercom and Zendesk using the help desk features they have.
Intercom’s focus on instant interactions and personalized engagement is particularly valuable for businesses prioritizing chat-first customer support and real-time communication. It tends to perform well on the marketing and sales side of things, which is key for a growing company. And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging.
Zendesk vs Intercom at a glance
In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day. ProProfs offers incredible live chat features that help you offer 24×7 assistance and close more sales. You can leverage chatbots to handle basic customer queries and reduce the burden on your support team. You can add agents, create teams, and set agent roles & permissions to decide their level of access to the tool.
That’s something that Zendesk has a little bit, CustomerIO has a little bit, but Intercom really has the most integrations. So if you want to do a quick integration with something like Slack, you’ll say to send messages into a Slack channel, that’ll be quite easy to do. Let’s take a look at Zendesk Connect here, and same here, Zendesk has a very simple user pricing just like Intercom does.
Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible. So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers.
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- The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked.
- It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets.
- Connect with customers wherever they are for timely assistance and personalized experiences.
- Users can use the information you are providing or turn to a community forum for answers.
- Another feature Intercom offers that Zendesk doesn’t is email marketing tools.