Zendesk Chat vs Intercom Comparison

By: Flaka Ismaili    September 14, 2022

intercom zendesk

Intercom is a popular messaging platform that can be used to connect your customers and team members.It’s used by a lot companies as their primary customer support tool. Live chat is one of the most important tools in an omnichannel marketing strategy. Increasingly, however, businesses are finding that current live chat platforms such as Intercom are falling flat due to a frustrating lack of functionality. Ultimately, this results in a poor customer experience, putting off prospective customers, disappointing existing ones, and negatively impacting your bottom line. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize. Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.

Zendesk to cut about 300 jobs globally, impacting Dublin HQ – SiliconRepublic.com

Zendesk to cut about 300 jobs globally, impacting Dublin HQ.

Posted: Wed, 09 Nov 2022 08:00:00 GMT [source]

In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual.

– Maximize your efficiency with customizable workflows

If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk. Showing 20 of 585 Marketing Automation ideas using Autopilot’s Intercom and Zendesk integration. While Intercom does not offer free trials, they do offer demo versions of each plan. Survey composer allows you to create the question and answer format, also customizing color, rating scales, and greetings.

intercom zendesk

Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date.

Analytics in action

Run a Free Demo to test the Migration Wizard performance and figure out how much your migration will cost. Once you have considered these factors, you can begin to narrow down your choices and find the customer communication and engagement platform that is right for your business. It is one of the alternatives to intercom and can be selected as your CCM solution. Have us audit, optimize, configure your help desk, and train your team on support software to boost productivity and reduce expenses. We are helping e-commerce brands to provide an fantastic customer service experience. The Intercom alternatives listed above offer potent solutions for reaching your goals and for sales and marketing.

  • Limited access to data and generic, generative AI means that businesses are unable to provide their customers with truly personalized communications at scale.
  • Freshdesk can be considered a powerful Intercom alternative designed for small businesses.
  • Panoply’s Intercom integration makes it possible to load your data directly into your own data warehouse, without an ETL process in place or costly data infrastructure.
  • You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now.
  • With Appy Pie Connect, an AI-driven integration platform, you can easily connect your favorite apps and automate your workflows in just a few clicks.
  • Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.

We will help you find alternatives and reviews of the products you already use. Helpful suggestions of articles, text snippets or helpdesk templates that are relevant to the customer conversation. Agent Helper can index articles from any public website, not just the helpdesk knowledge base. This tool took the “painful” and “time-consuming” factors out of the data migration.

between Zendesk and Intercom

Launched in 2011, Intercom is a leading software that helps teams improve customer engagement and provide active support to customers. Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. Based on verified reviews from real users in the CRM Customer Engagement Center market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization.

intercom zendesk

Synced articles and their content will be retrievable from the Public API similar to Intercom articles. However, you won’t be able to edit or manipulate synced articles via API calls. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2.

Popular Intercom Zendesk Integration Scenarios

Both tools can be quite heavy on your budget, since they’re mainly targeting big enterprises and don’t offer their full toolset at an affordable price. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.

  • Our new Scores feature allows you to set up points-based scoring models for customers, product engagement, and leads using any attributes or activities you choose.
  • The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.
  • Zendesk’s ticketing system allows all customer calls to be managed from a single center.
  • These powerful features soon increased the popularity of the vehicle.
  • In other words, it’s a great solution for businesses looking to set up and develop a call center.
  • This is the domain for your Zendesk account (not your Help Center URL).

The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. Give your analysts, data scientists, and other team members the freedom to use the analytics tools of their choice. Seamlessly scale from gigabytes to terabytes without worrying about performance or maintenance.

New Intercom Lead to Zendesk Ticket Status to Send Delighted NPS Survey

Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.

intercom zendesk

Using this test tool, you can move a limited number of tickets which you can then overview to make certain of acquiring the right result. You can decide which files you want to migrate and adjust them to be exported to the Intercom. You can follow the data migration process to be completed as you want it to. Yes, the most frequent issue organizations face is the lack of expertise of the technical support team as it pertains to the transition process. Upgrading from Zendesk to your Intercom obviously needs some amount of preparation before the actual procedure.

Apply a extra tag to the migrated tickets

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. After this live chat software comparison, you’ll get a better picture of what’s better for your business.


The All-in-one customer communication platform, Qpien, provides convenience to businesses with easy-to-use and powerful solutions. It is a convenient and efficient customer communication tool for any company that cares about customer communication. By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. Other chatbots don’t sit natively within the agent metadialog.com desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

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Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Zendesk’s Admin Center provides tools that automate agent ticket workflows.



Posted: Thu, 06 Oct 2022 07:00:00 GMT [source]