The 13 Best Intercom Alternatives for Customer Support in 2023

what are the differences between intercom and zendesk

And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. “Favorable” and “Critical” user reviews are selected using the review helpfulness score. The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.

Does Intercom have ticketing?

Tickets are fully integrated into the Intercom support solution. Tickets work in Inbox automation rules to route to the right team, update ticket states, and more. Inbox views can be set up for any team to monitor and manage their tickets.

We assume that, if we wanted to work directly with the API, we do that. As we see, we have some of the backend libraries here, here’s a JavaScript library, mobile libraries, an integration with Segment, which they build right away. One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition. Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation.

Self-service saves time for you and your customers

If you are still in search of customer support software, you can use these free trial versions to determine the most suitable support tool for your business. It has a shared inbox as well as basic collaboration and automation features. Front also has features to personalize customer communication via e-mail.

what are the differences between intercom and zendesk

The customer service platform helps businesses to personalize users’ experiences to deliver excellent customer service. Founded by Mikkel Svane, Alexander Aghassipour, and Morten Primdahl in 2007, the company has now customers around the world and defines itself as the world leader in the ticketing system industry. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. Zendesk was founded in 2007 and as such, is one of the oldest customer service management software offerings available on the market today. Zendesk provides a variety of solutions including customized ticketing automation, self-service solutions, and customizable configurations based on your business needs.

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With Groove, agents can provide customer service and support via email, Twitter, Facebook, live chat, phone, and even through text message. Groove also allows multiple agents to collaborate on a single support instance in real-time, via both customer-facing channels and private internal means. Intercom also allows users to create customer-facing knowledge bases, as well. This allows clients to quickly and easily find the answers to both simple and more complex questions without needing to have a customer service rep step in. Of course, Intercom’s messaging services also make it easy for agents to provide assistance as necessary. With Intercom, users can provide multi channel support to their customers via live chat, email, and even in-app messaging and push notifications.

  • Apart from team conversations, it integrates with the ticketing system.
  • This competitor will be perfect for SaaS businesses looking for Zendesk alternatives and wanting to offer a better, more efficient, and more personalized customer experience.
  • However, fewer glitches are expected from a senior customer service platform such as Intercom.
  • Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine.
  • It’s hard to find a customer support tool that appeals to every business equally.
  • Kustomer is one of the best Zendesk alternatives for teams that need CRM capabilities.

Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day. It tends to perform well on the marketing and sales side of things, which is key for a growing company. And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up.

What are customers saying?

If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help.

Can you use Intercom as a CRM?

Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.

On the other hand, you need to be careful about the various needs and requirements of your support team. Jetdocs is an internal communication platform where teams can streamline their internal processes. So, depending on your use cases we will have different “best” Zendesk alternatives for you.

What is the purpose of a knowledge base?

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. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be.

  • 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.
  • Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation.
  • For businesses with complex products — especially in SaaS — having these features can go a low way towards making it easier for support agents to resolve support tickets.
  • Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%.
  • Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.
  • MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools.

HubSpot is a CRM software that is similar to Zendesk and offers features for marketing, sales, and support. The fact that all the tools are available in one place is the largest benefit for the clients. So it would be easy to start using features like marketing or sales in addition to the support tools. Moreover, it is one of the most powerful alternatives to Zendesk that fits all sizes of businesses. LiveAgent is primarily a help desk solution and a free Zendesk alternative that concentrates on assisting businesses in streamlining the processes of ticket intake and service provision. It provides all-in-one services for teams in sales, marketing, support, and even human resources and finance.

List of Features

It combines chat, chat pages, and a knowledge base to help businesses of all sizes get in touch with customers and enhance the customer experience. Similar to Zendesk, Zoho Desk is a universal customer support tool with great integration capabilities and excellent value for money. With a comprehensive range of features, it enables you to provide exceptional support to your customers across various channels.

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We wish some of their great features were offered in multiple plans, but none features overlap among plans. Zendesk wins the self-service tools category because it provides extensive help center customization options. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.

Overview of Zendesk products

Help Scout’s pricing tiers include the Standard package which costs $25 per user per month and the Plus tier for $50 per user per month. The most expensive plan is called Pro and you have to contact Help Scout’s customer support team to discuss this option. The Hero plan for $150 per agent/month with a minimum of 10 seats includes all the essential features one would need to run a contact center. The Unlimited Agents costs $1499, $1999, $2999, and $4999 per month for a varying number of tickets. The Agent-based pricing options include $29, $49, $69, and $89 per agent/month. Recently, Zoho Desk came up with a free plan which contains some limited features.

what are the differences between intercom and zendesk

When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget. You can try any plan free for 15 days and get the look and feel of the tool before making any commitments. Considering its affordable pricing, ProProfs can be a great option for small to medium-scale businesses.

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I’m pretty sure it’s a benchmark for other chat widgets out there. Zendesk offers a basic plan that is affordable and will suit my needs. However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store. The chat enables you to send targeted, behavior based Zendesk messages to customers. Zendesk chat provides a personal connection with customers who need support. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.

Service Hub has key integrations with various platforms such as HubSpot CRM, Hootsuite, Pandadoc, Zoom, and Vidyard. Best Zendesk alternative for companies that use other HubSpot tools. For example, tickets in Help Scout are referred to as “Conversations,” and relationship data is captured and organized in easily accessible customer profiles.

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In fact, most companies have this system up and running within just a few hours, and many users have the program mastered within one week. One of the best things about Salesforce Service Cloud is its scalability. As your business grows, it can handle the extra demand and keep your customers happy.

  • It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website.
  • It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc.
  • The Active Subscriptions Dashlet displays a list of purchased goods and services, along with subscription statuses, enabling upselling or cross-selling opportunities.
  • While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has.
  • As you probably know by now, Intercom is a popular customer communication platform that is used for sales and customer support.
  • Pipedrive also offers integrations with other popular tools, such as Intercom, to help streamline processes and increase efficiency.

Choosing the right platform is much easier when you know what you’re looking for. Then, it’s simply a case of testing different options and seeing what works for your team. These 13 Intercom alternatives provide great options for sales, marketing, and support help for your business. One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum.

what are the differences between intercom and zendesk

How do I switch from Zendesk to Intercom?

Go to Intercom Articles and click “Migrate from Zendesk”. Now enter your Zendesk subdomain and click “Migrate to Intercom”. Note: Your Zendesk articles will be converted into Intercom articles.

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