It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. Intercom’s large series of bots obviously run on automations as well. 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. 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.
Help Scout is a Zendesk alternative that works well for small businesses. The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies. From Customer Support tools, we have selected the best alternatives to Zendesk based on reviews for each solution and similarities with Zendesk. A self-service knowledge base contains articles, videos, guides or tutorials that help customers quickly find answers to their questions without contacting the support team. To provide the right level of customer support, you need the right software, and there are plenty of features to consider. While the exact features can vary from product to product, a few are typically included.
Top five full-scale solutions
Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. Zendesk also offers proactive chat functionality to its user base. It enables them to engage with visitors who are genuinely interested in their services. You get to engage with them further and get to know more about their expectations.
Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service.
When to use Zendesk?
Enchant has one plan ($15 / user / month) with everything included. Zendesk has a number of plans based on the feature set you require. Gladly is best suited for support teams that are mature and looking to invest in a high-end tool that focuses on phone support, robust routing, and IVR. However, it is worth mentioning that Gladly is similar to Zendesk in that the learning curve is steep, and some companies decide against it for that reason. The help desk interface looks similar to an older version of Gmail and is useful for receiving and handling customer requests.
This streamlines the process of engaging with the knowledge base in the first place, and also allows clients to open support tickets when absolutely necessary. Freshdesk is a help desk solution that focuses on usability and affordability, while offering a range of features to streamline customer support. There are those that are ticket-oriented still, and there are alternatives that are all-in-one solutions.
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You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect. Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history. But Intercom’s friendliness for growing companies is something you can’t afford to ignore. If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it.
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.
Zendesk has a number of pricing plans to choose from, depending on your needs and usage. However, every Zendesk plan costs more than Enchant’s one plan (as of Apr 2022), so you’ll always pay more if you use Zendesk. Both Enchant and Zendesk charge per seat, meaning you are billed for the number of people that need to log in and provide support to your customers. When Zendesk emerged, it was seen as a strongly functional provider with many features, whereas Freshdesk was a more economical substitute created in response to rising Zendesk prices.
Zendesk vs. Intercom
Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Try out mParticle and see how to integrate and orchestrate customer data the right way for your business. Proactive tools help your team solve problems before customers reach out, with minimal effort. Yes—as your business’s needs grow, you will require a more sophisticated case management system.
- What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team.
- You are able to edit Shopify orders and refund payments directly from the platform (with one major drawback – see what we don’t like below).
- It has one of the most flexible plan structures, making it ideal for businesses of any size.
- But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible.
- A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another.
- This robust platform offers a high-definition view of customer experiences by providing real-time insights into satisfaction, sentiment analysis, case resolution time, agent performance, and more.
By using Help Scout, whether or not you like it, you’re joining a “customer-centric support community”. When I see companies using Help Scout, I can’t help but just feel connected to them – just like that, they feel like a friend. Somehow Help Scout has managed to do this and it’s not surprising given that they invest a lot into CS research, education, and they treat their employees really well. So with that, you’re in good company, and if you’ve used any of the above services and have reached out to their support team, I’m sure you’ll know exactly what I’m talking about. 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. There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results.
Zoho vs. Zendesk – decent desk software solution with the same self-service options for a lower price
Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster. As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software. However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future. The Intercom Messenger, in particular, performs well compared to the Zendesk alternative.
With Intercom, it is self-explanatory where customers need to address their queries. There is a blue chat box in the right-hand corner of our software where customers pop in their queries. Once customers send their questions, the team members linked to customer support at Hire-Hive are notified via email. Intercom software is simple, personal, Intuitive, and Informative.
If a customer wants to show you something on their screen or have you cobrowse with them so that you two can fix issues collaboratively, they won’t be able to do that in Intercom. Instead, they’ll have to send screenshots or you’ll have to switch to a platform like Zoom. This makes things more complicated for both parties involved, and it’s not an efficient use of time or resources if you need to solve complex technical metadialog.com issues. There are a few good integrations that offer cobrowsing — including our solution, Fullview. DMs allow you to send messages to users directly from Intercom’s interface, rather than having to switch over to another app like Messenger or WhatsApp for communication purposes. This makes things much easier for all parties involved and keeps all your customer communication is one place so everyone has access to it.
- There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results.
- With Intercom, you can set up a chatbot to handle simple questions from your customers.
- It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories.
- If your company is getting less than 100 tickets a week, we think Gmail is fine, and the founder should be answering the tickets.
- This is especially important in a collaborative environment where team members can pass requests to each
other or even work on the same request together.
- However, you don’t have to spend much time learning the software because it’s easy to use for everyone.
Here’s the catch, intercom’s startup program qualifications are a bit difficult. I found that if I wanted to work most productively I’d need to have all four main Zendesk products opened in different browser tabs as there is no option of having all of them within a single dashboard. On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). It can help you to reach out to customers and help them complete purchases.
The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue.
What is the difference between Intercom and Zendesk?
Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.