Compare Intercom: Pricing, Features, UI, and More

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. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions.

This is fine, as not every customer support team wants to be so available on the phone. Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others.

What companies use Zendesk?

Customers appreciate good customer support and respond positively when their issues are resolved quickly and efficiently. They expect to be taken seriously and provided with helpful solutions to their problems, and when they receive this type of service, they are usually delighted. Choosing software that fits every business equally in customer support software is challenging. Because all of the customer support software on the market come to the fore with its different features. Kustomer provides businesses with multi-channel support for email, chat, phone, and social accounts. However, Kustomer is more costly when compared to its alternatives in the market.

Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. Zendesk wins the self-service tools category because it provides extensive help center customization options. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback.

There’s a better way to choose B2B software.

Check out our list of 9 Zendesk alternatives to consider for your support team. Zendesk is well-known in the industry as a large tool with a number of business solutions, especially when it comes to service and sales. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk metadialog.com for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature.

• Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover.
• Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho.
• Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.
• Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.
• Many businesses find Help Scout to be a complete customer service software that takes both the agent and customer experience into consideration.
• Whether you need someone to help create content, set up ads, or build workflows, there’s a partner here for you.

The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month. 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. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. Keep the conversation going across a range of channels without missing a beat.

Sales

Zoho is a private company that promises practical help desk software, especially for small and mid-sized businesses. The tool has a very user-friendly and fun-to-use UI along with customer-centric features that make it easier to focus on each unique customer through customer profiles. The tool helps you get the most out of every single user that experiences your product, and carries them directly to the “Aha! UserGuiding is not a customer service tool like Intercom or Hubspot. Customerly pricing is transparent and fair and is starting as little as $7mo for the Essential plan.

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. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time.

Migrating in from Zendesk? We can import your data

Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace.

Intercom has more customization features for features like bots, themes, triggers, and funnels. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. However, Zoho’s case is an exception because it’s a bargain for the functions it offers. Their Shared Inbox feature, customization options and self-serve capabilities are rated highest among those in this list on G2. Zendesk offers six different tiers, three of which are for everyone and two for enterprises. Zendesk is the mid-way of HubSpot and Intercom, and good news, it provides automation for cheaper prices as well.

Why should I choose Zendesk over Intercom?

This easy-to-use live chat app comes with customizable widgets and good reporting dashboards. You can monitor customer success metrics to evaluate team performance. It also allows you to archive chat transcripts, so you can search through conversations on previous interactions with customers with ease. 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 competitors for 2022, but without any extra bells or whistles.

HubSpot can work for companies of nearly every size, allowing users to quickly connect via conversational bots, live chat, canned responses, and phone calls with live agents. Drift is a customer communication platform (CCM solutions) that offers live chat, email, and messenger integrations. It also has a number of powerful features such as lead capture, automatic triggers, and conversation routing and can be counted as one of the alternatives to Intercom. Freshdesk is a customer service software that helps businesses manage their customer service operations.

Compare Zendesk Chat vs Intercom

However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions. This list of Freshdesk alternatives will help you find a tool that’s right for you. You can do all this and more with Help Scout’s live chat functionality.

Advanced support tools allow businesses to automate processes and increase customer satisfaction. Enchant is a full featured solution that covers shared inboxes, live chat and knowledge bases. It easily scales to handle teams

from 1 to 300 people spread across multiple brands, languages and departments. By focussing on the needs of small and medium businesses, we’ve built

a solution that’s easy to understand, easy to use & easy to setup.

Intercom vs Zendesk: Which One is Right for Your Business?

Small businesses who prioritize collaboration will also enjoy Zendesk for Service. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.

• If you’ve been an Intercom user who’s unhappy with the features surrounding customer support, Help Scout is the perfect alternative for your team.
• When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.
• Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page.
• As someone that believes in using the best tool for the job + integration, over an “all-in-one solution” approach, I’m quite passionate about the software stack that we use.
• Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls.
• Basic service`s feature is a huge number of out-of-the-box integrations.

We cut the outsourced support agents by half and saved $100K in salaries. And if you’re running a small business, then you know that every penny counts. According to Wappalyzer, as of February 2022, there are more than 157,000 websites using Intercom. This translates into some 8% of the entire global live chat market. Intercom’s help center allows you to create and publish engaging articles around help topics.

• Zendesk also offers tons of APIs to customize the software to the users’ needs.
• Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.
• It also provides customers with yet another way to reach your company based on their support preferences.
• A complete set of customer service management offerings to help you create human relationships with your customers.
• Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively.
• You get to engage with them further and get to know more about their expectations.

If none of these options helps your customer, there is a ticketing system that notifies you of new issues. When you return to the office, you can use the live chat to respond to your customer’s issues. There is also a help center where customers’ requests can be seen by support staff. You can acquire new customers, retain existing customers, and provide quality customer support with Enterprise Plan with Zendesk or Intercom. It’s hard to find a customer support tool that appeals to every business equally. The following reasons are among the reasons why businesses turn to alternative platforms.

The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. Ticket routing helps to send the ticket to the best support team agent. In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times. However, it is possible Intercom’s support is superior at the premium level. For Intercom’s pricing plan, on the other hand, there is much less information on their website.