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

intercom vs. zendesk

They also offer some advanced features to facilitate collaboration for larger teams, like private notes and the ability to see who’s handling a certain ticket in real-time. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool.

I tried each of the platforms and discovered how each can be used to improve a customer’s experience and journey. The conundrum between Intercom and Zendesk is probably the biggest problem in the world of customer support tools. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard.

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Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. 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. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on. We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company.

Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior. This means that you can send targeted messages to different groups of users based on how they interact with your product. Intercom also offers a suite of tools for customer support, including a knowledge base, a help center, and a community forum. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution.

Customer Service Automation

Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. Zendesk, on the other hand, has intercom vs. zendesk revamped its security since its security breach in 2016. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

However, you must take into account that Zendesk’s plans charge per agent per month, while Intercom’s plans are limited to a certain number of seats. In order to determine which solution is more affordable, you will have to determine what features your team needs and how many agents will be providing support. This allows customers to resolve their own issues quickly, reducing inbound conversation volume and scaling your team’s support capacity. Both Zendesk and Intercom offer automation features that improve efficiency and reduce your labor costs. Intercom and Zendesk both have knowledge bases to help you get the most out of their platforms. Zendesk’s knowledge base is easy to navigate, dividing articles into a few main topics so you can find what you’re looking for quickly.

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