Compare Zendesk vs Intercom for Ecomm Businesses

2023年05月11日

Intercom Customer Communications Platform vs Zendesk Comparison 2023

Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them.

Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. We offer a comprehensive strategy that turn abandoned carts into actual sales. HelpCrunch is another alternative to consider, especially because it offers free migration from Intercom, making onboarding a breeze. 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.

Zendesk vs Intercom

Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option.

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The bot feeds customers and employees the relevant articles upon making a query. The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.

Our AI-driven self-serve options significantly reduce response times, providing customers with speedy solutions. Zendesk Suite includes all features for email, live chat, voice, and social media support. There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). Moreover, your customer service operators can anticipate what a visitor or customer is going to type next and accordingly transfer chats to relevant members to reduce the resolution time.

The starter pack is $45/month with increased limits feature and marketing automation. At $15/month , the Growth model can accommodate up to 2000 bot sessions. Pro features such as 5 widgets, unlimited auto messages, and pop-ups, you pay $20/month. Integrating Drift into your application can speed up your deal cycles through features like customer prospecting and visitor intelligence.

• Because it offers so many different options, this is a great Intercom alternative for large and enterprise companies who need sales and service solutions at scale.
• However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand.
• Intercom also has a community forum where users can help one another with questions and solutions.
• Intercom

  – Intercom is a customer relationship management and messaging tool for web businesses.

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. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)?

While Intercom excels in certain aspects of customer communication, Zendesk offers its own set of strengths that cater to different aspects of customer support and engagement. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems.

• For businesses that want to focus on simple and effective customer engagement, Intercom is an easy choice.
• But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom.
• As we could see, Intercom, Drift, and Zendesk’s messaging and style are quite different in terms of tone, approach, and visual content.
• While Zendesk offers a comprehensive set of features, other platforms may excel in certain areas or provide more tailored solutions that align better with your customer support strategy and objectives.

Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly.

Sales Statistics That Can Help Inform Your Sales Strategy in 2023 and Beyond

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team.

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