zendesk vs intercom for customer support

Resolution bots can automate the answers to commonly asked questions, and the platform’s custom bot builder lets you build your own bot from the ground up. While many customers will be drawn to Intercom for its chatbot functionality, they should know that only task bots are available on the Starter plan. Another part of the ticketing experience for agents is the ability to create child tickets. Child tickets let an agent keep better track of all of the behind-the-scenes tasks that may be required to resolve a customer request.

Top 15 Drift Competitors and Alternatives – Business Strategy Hub

Top 15 Drift Competitors and Alternatives.

Posted: Sat, 22 Apr 2023 10:33:34 GMT [source]

If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.


So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. Zendesk’s customer support is also very fast, though their live chat is only available for registered users. Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams. Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications.

zendesk vs intercom for customer support

Companies can also use Groove to create a knowledge base and customer portal, as well. On these platforms, organizations can present information via text and/or multimedia to help their clients quickly find the information they’re looking for. Anyway, Helpjuice focuses specifically on enabling users to create a fully-customizable knowledge base to be used by both internal employees and their customers. Such customization allows users to tailor the look and feel of both their customer-facing knowledge base as well as their internal knowledge base to that of their brand. Going along with this, many users report that Zendesk seems to have already “done it all” in terms of features and functionality.

How to Manage Different Businesses Online

Six types of surveys are possible, including NPS, multi-choice, and free-form text. Access to support documentation in the moment helps customers get answers more quickly and reduces the strain on your support team. While customers can view your Help Center or Docs site directly, the two platforms also allow you to surface the articles throughout your website or in your app using their web widgets.

zendesk vs intercom for customer support

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. Yet, the platform also understands the importance of real-time updates of documents and information.

Zendesk vs HubSpot Service Hub

With LiveChat, companies can instantly resolve customer requests and manage e-mails on the other. The software allows businesses to manage all workflow processes from one place. In addition, it provides significant advantages to businesses in customer service with powerful features such as live chat tools, self-service tools, and demand system management. Their chat functionality is limited and doesn’t allow you to set available hours or holiday messages. They don’t offer SLA reminders to warn you about the breach well before time. To filter your conversations, you’ll be using ticket properties that are complicated to set up.

Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. Whichever solution you choose, mParticle can help integrate your data.

Introduction to the Tools

This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite.

If that sounds good to you, sign up for a free demo to see our software in action and get started. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context metadialog.com from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people.

​​10 Best QR Code Generator Tools for 2023

With its intuitive design and comprehensive set of features, Help Scout makes it easy for your team to manage tickets, automate workflows, and provide better customer service in one place. Plus, its pricing plans are flexible and affordable so you can scale up or down as your needs change. Hubspot, of course, has quality in its products, the Service Hub is focused on the entire customer experience similar to how Intercom is but with slightly fewer feature sets. The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents. However, Hubspot does not provide a proper ticketing interface, instead, it is a very good live chat provider.

zendesk vs intercom for customer support

What is the disadvantage of Zendesk?

What are the disadvantages of using Zendesk? While Zendesk is a popular customer service solution, it has some drawbacks to consider. These include its cost, limited customization options, and complexity in setting up and utilizing its features.