Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. 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. Agents can use the desktop chatbox to respond to customers in any outbound channel.

Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

Chatbot to the rescue!

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.

Intercom allows visitors to search for and view articles from the messenger widget. When a visitor selects an article, it opens in the messenger. 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. Picking customer service software to run your business is not a decision you make lightly. The Intercom inbox is AI-enhanced and designed for speed and efficiency.

Zendesk features

In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco.

Here are some of the things that our marketing department at Live Typing is especially fond of. However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions. The first thing we like to look at when we see a tool is just to understand what are some of the use cases they seem to be pitching. Either by looking at case studies, or even just the general sales, marketing pages. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan.

Luckily, a range of customer service solutions is available that enables you to communicate directly with your customers in real-time. These tools are ideal for personalizing the customer experience and building better customer relationships. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts.

Create code-free screencast tours of products, websites, webpages, and applications within your website. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.

Zendesk vs. Intercom: A brief overview

It excels in ticket management, live chat, self-service portals, and integrations with various business tools. Zendesk’s strength lies in its scalability, making it an excellent choice for larger organizations with complex support needs. However, the plethora of features may overwhelm smaller businesses looking for a simpler solution. It’s an invaluable tool for businesses aiming customer satisfaction, increase conversions, and build lasting relationships.

• I’ll dive into their chatbots more later, but their bot automation features are also stronger.
• Collaboration tools enable agents to work together in resolving customer tickets and making sales.
• Check out the research-backed comparison below to better understand how each solution can add value to your organization.
• Zendesk Message and chat enable users to connect to their customers on a scalable app.

As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. 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.

Real-time analytics on Zendesk

With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. 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. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. Intercom calculates the price based on the number of seats (users) you request.

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