Zendesk vs Intercom: the ultimate comparison by Ana Khlystova HelpCrunch

Zendesk Chat vs Intercom Which One Should You Use?

zopim vs intercom

We are going to start with a quick-fire round of differences between Zendesk and Kustomer. Let’s get a quick overview of both tools before we start so zopim vs intercom that you get to know whether you should use Kustomer or the more popular counterpart. Get one powerful solution for your help desk with LiveAgent.

zopim vs intercom

A great customer support software doesn’t have to cost you a large amount of money. LiveAgent has three great paid plans that will not ruin your budget. They are packed with tools, features and integrations to provide you with everything you need to support your customers.

reasons why companies switch to LiveAgent

As the name suggests, a knowledge base is a database containing all of the information related to solving customers’ issues. It plays a vital role for both service agents and customers to solve their issues. Desku puts strong importance on its self-service abilities, providing a solution for users to find answers themselves. We find Kustomer a bit lacking in this aspect, so Desku becomes an evident choice for those looking to decrease the burden on service agents.

It offers advanced chat tools, integration options, and affordability. Zendesk and Kustomer are both customer service tools that offer different features and pricing plans. Both tools have their own strengths and weaknesses, and it’s important to consider which features are most important to your business before making a decision. HelpCrunch is a customer engagement platform that helps businesses to keep track of customer interactions, chat with customers, and measure customer engagement. It also offers a suite of tools to help businesses create and manage customer support tickets.

No single software package can meet the needs of every business, which is why there are so many different options presented in this comparison. However, as you can see, Tidio is the most versatile platform. If you are interested in affordable alternatives to Intercom, it is your safest bet. When it comes to customer service software, it is difficult to find a one-size-fits-all solution.

zopim vs intercom

Some features of LiveChat include advanced reporting and analytics, interactive pop-up chats that prompt user interactions, and conversation management features. If we consider all Intercom alternatives on our list, LiveChat is one of the best substitutes. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? Due to that, customers can chat with service agents in real-time and get a solution to their problems quickly.

Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. You can see their attention to detail — from tools to the website. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost.

Over 175 + features to make your work flow easier and more enjoyable. It can help you to reach out to customers and help them complete purchases. Intercom integrates with far more applications than Zendesk Chat. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. There are key differences between Zendesk chat and Intercom.

Intercom : In-Depth Comparison

They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business. For freelancers and enterprises, Zendesk is likely to be a better fit. Your selection of Zendesk vs Intercom may depend on the size of your company. Call it Intercom vs Zendesk or Intercom vs Zopim, let’s start with this interesting comparison. It is worthwhile to explore the features of both, prior to making a decision on which one you should use.

Yes, Intercom can be a perfect replacement for the software. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. Which means it’s rather a customer relationship management platform https://chat.openai.com/ than anything else. The Help Center software by Intercom is also a very efficient tool. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience.

However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store. Zendesk Chat shows up as a chat bar docked at the bottom of your site. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. Zendesk has tons of products that are similar to Intercom’s including Zendesk chatbot software, messaging, team collaboration, knowledge base, analytics and reporting.

zopim vs intercom

If you want to check out an Intercom alternative WordPress websites can use without limits, try an option with 100,000+ active installations. Tidio allows businesses to communicate with their customers through live chat, which is a quick and efficient way to resolve any issues customers may have. Tidio also tags customers and records all chat conversations, so businesses can refer back to them if needed.

Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job. If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day.

However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions. Honestly, when it comes to Zendesk, it is not the most modern tool out there. What can be really inconvenient about Zendesk, though is how their tools integrate with each other when you need to use them simultaneously. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials. Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial.

In 2013, Intercom was featured on Product Hunt, where it collected a number of reviews from appreciative partners and garnered the reputation of the most efficient tool of its kind. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. It has very limited customization options in comparison to its competitors. Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning.

  • It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day.
  • It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset.
  • Curious to see how we measure up to other popular solutions?
  • It also offers automated bots that can help you with various tasks, such as answering questions or providing customer support.

You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. Your goal is to provide 24/24 support at the lowest price possible. Messenger bot is your best bet If you require a tool that brings a lot of engagement.

You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers. Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. Intercom was built as a business messenger in the first place.

Similarly, Zendesk supports live chat for both messaging apps and your website. Live chat functionality is a must for any customer service software in this day and age. Desku is also a more cost-effective solution that does not compromise on features. With its competitive pricing strategy, Desku is a very lucrative choice for businesses of all types. Also, Zendesk has many deficiencies that Desku covers, proving it to be a better customer service solution. This easy-to-use live chat app comes with customizable widgets and good reporting dashboards.

  • At the same time, they both provide great and easy user onboarding.
  • Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly.
  • «Know who your users are» is the top reason why over 160 developers like Intercom, while over 17 developers mention «Real-time user chat» as the leading cause for choosing Zopim.
  • For instance, in this blog you can read why the Outreach (a tool for active sales) IT juggernaut preferred Zendesk to Intercom and almost picked Desk.com.
  • Olark chat software is the perfect solution for small teams who want to take their customer engagement and support efforts up a notch.

There are dozens of tools that offer similar functionalities related to customer support, conversational AI, and CRM. Intercom was founded in 2011 and, over the years, they have earned a loyal base of users. Their solution targeted companies that wanted to build relationships with their customers through instant messaging.

Intercom is no exception—it is not perfect for every single type of business. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better.

Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay.

Kustomer provides integration to major social media platforms like Facebook messenger, Twitter, SMS via Twilio, and Voice calls via Nexmo. It also supports native CRM tools like Zendesk and Salesforce. The knowledge base is also very important in automation and AI, as it enables training them to handle certain repetitive requests.

You can foun additiona information about ai customer service and artificial intelligence and NLP. You can decide which features you need and create your own setup within Zendesk Support Suite. The best features available in HelpCrunch are its open API, chat widget, and ticketing system. They allow you to connect with your customers, provide customer support, and track customer behavior. HelpCrunch is also easy to set up which makes it one of the best Intercom alternatives. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.

After a strong 320+ hours of research, we’re now ready to help you uncover Ideal support software that caters to your needs – Zendesk or Kustomer. Olark chat software is the perfect solution for small teams who want to take their customer engagement and support efforts up a notch. It has all the features that make it one of our top Intercom Chat PG competitors for 2022, but without any extra bells or whistles. Zendesk Chat, also known as Zopim, allows customer service reps to quickly and easily provide support to customers. It includes features like chat transcripts, canned replies, and team collaboration. Intercom, on the other hand, has a team collaboration feature.

Zendesk also natively supports integrations with various CRM systems, which include NetSuite and Salesforce. LiveAgent is a very popular alternative to Intercom that works great with smaller support teams. Like Intercom, LiveAgent offers a ticketing system, chat engine, and customer profile features. It also integrates with a number of external applications, including Zendesk and Salesforce. As a live chat app messaging solution, is Freshdesk a good alternative to Intercom? It is designed for small businesses, while Intercom and HubSpot are more suited for larger companies.

On the other hand, it provides call center functionalities, unlike Intercom. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Analytics and reporting are often overlooked when selecting an ideal customer service tool first. But, it provides crucial data on how well a company is doing to managers and higher management, see where most of the problems are arising, etc.

It`s the solution for communication between your website`s support and customers through many different channels. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.

zopim vs intercom

The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. In a nutshell, none of the customer support software companies provide decent assistance for users.

Zendesk also has solutions for small to mid-sized companies as well. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies. It plans on using this funding to research machine learning technology instead of just lining their own pockets.

What are the differences between Intercom and Zendesk?

It can even sort articles Chronologically so the newest articles appear first. While these could work as a good temporary solution, it is better to consider an independent platform. Out of the more advanced ones—with CRM and bot automation features—Tidio is the most popular option for small businesses and online stores.

Let’s check if Desku can become an alternative solution tonot just Zendesk, but also Intercom, Freshdesk and various other professional services. To find the best option for your specific needs, first, we will have to see their workings and the key features they have to offer. So, let’s start by Kustomer vs Zendesk comparison with each other on various grounds in 2023. Gorgias also allows you to set up automatic replies to common questions, set up order tracking bots, apply loyalty points, manage subscriptions, and more.

Kustomer strikes a balance between these two tools, and its features are well suited to businesses that aim to support their customers with messaging as well as social media channels. If you want to enjoy both recipes on the same plate, go with Desku. A Plethora of customer service tools are available to manage your customers. In this article, we will discuss some of the prominent choices.

As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Its competitor can be more flexible and predictable in this area. At the same time, they both provide great and easy user onboarding.

Freshdesk is also more affordable than Intercom, although both products offer a similar range of features. It also offers automated bots that can help you with various tasks, such as answering questions or providing customer support. You can integrate Drift with your website and other apps in order to offer personalized customer service and improve conversions. It is a powerful set of tools that can be real life-savers for online businesses. It has a help desk ticketing system, customer management features, chatbots—you name it.

Nothing fancy, it covers just basic customer communication needs. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. Both are equally feature-rich, powerful, and well-established. They both offer some state-of-the-art core functionality and numerous unusual features. A Ticketing system keeps track of every interaction between a customer and its customers, making it a vital part of customer service tools. The advanced search function in Kustomer allows customers and service agents to find relevant articles and answers more quickly and efficiently.

HubSpot is a marketing and sales software company that helps businesses grow by attracting website visitors and converting them into customers. It offers a suite of tools to help businesses with inbound marketing, including a website builder, customer management, and marketing automation tools. It is an affordable alternative to Intercom that offers a very similar set of features. Businesses can install Tidio on their websites in minutes for free.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about 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. Kustomer also allows users to keep track of messages sent and opened and their success rate.

On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success.

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