Integrating your existing CRM, customer data platform (CDP), and other data sources with most live chat platforms is a time-consuming and difficult process. Zendesk offers a built-in chat option (paid separately), a mobile app (both for iOS and Android) integrated apps so that you can offer fully scalable customer support. If your team has fallen behind on its customer support goals, a quickstart tool like Tidio can be a great solution.
Why is Zendesk so popular?
Here are a few reasons why Zendesk continues to be a popular solution: Easy implementation: Our products are simple to set up and use. Powerful reporting and analytics: Pre-built and custom dashboards can be tailored to your unique needs.
Some help desk software provides call center tools as one of customer communication channels. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand. But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages.
Work with a support team you can fully depend on
Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. Just like Intercom, Zendesk’s customer service is quite disappointing.
Does IKEA use Zendesk?
Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.
It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more. The Zendesk Workspace provides agents a single workspace with access to all team collaboration and customer communication channels so that an agent can manage all conversations without switching interfaces. Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools. 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.
Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. 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.
- Zendesk’s ticketing system allows all customer calls to be managed from a single center.
- While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.
- These include ticket attributes or agent responses and performance.
- Integrating Zendesk with Intercom can enhance your productivity and streamline your workflow.
- Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.
- Zendesk has strong positive reviews especially since the software has mobile apps for access.
TestBox lets you test drive Intercom and up to four of its competitors side-by-side. You’ll get a live, real trial of each product, all prepopulated with sample data and real use cases so you can see exactly how the products would work if they were fully implemented at your company. That said, for best insights, you want to gather all customer feedback and analyze it in a consistent way. One thing that used to bug me in Zendesk was every time I had to do a report for board meetings, I’d look in Zendesk and try to get accurate reports and it just took forever, and was always wrong. You had to go into this special section which was mostly custom things, setup triggers and rules, and in the end, it was never quite right. Intercom reporting isn’t very extensive, but for us that was great.
Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships
Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. Best Intercom alternative for large businesses who are already HubSpot users. Your knowledge base is easily customizable to ensure it matches your branding and overall website’s look and feel to create a cohesive experience. With an easy-to-use interface and a number of support-centric features that can help with all kinds of use cases, Help Scout is an affordable option that your growing team can quickly get up and running. If supporting customers and transparent pricing is your priority, here are the 13 best Intercom alternatives to check out.
IFTTT is a good option for simple one-step integrations and has a mobile app interface. Workato and Tray.io offer more advanced features for complex integrations, with flexible pricing plans based on usage and features. Ultimately, the best integration tool for you will depend on your specific needs and requirements. ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat. This can help support agents to help customers through complex issues that simply don’t translate well via live chat. It also provides customers with yet another way to reach your company based on their support preferences.
Plan Flexibility: Which One Has More Flexible Pricing Options?
Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover.
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. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers. Positive reviews mention how intuitive the UI is, how powerful the feature set is and how Intercom’s chat and email functions make customer communication easy by consolidating everything in one place.
Pricing plans: Zendesk vs. Intercom
Gorgias offers social media sentiment analysis, something many other competitors do not have as their feature. With the help of artificial intelligence, their engine will scan the page looking for positive and negative comments about your products or services. That helps companies resolve a negative comment right away or upsell to a satisfied customer. Best alternative to Zendesk for e-commerce businesses looking to streamline their customer service and support capabilities.
Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.
Integrations and Connectivity
It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences.
Gorgias is a powerful Intercom alternative for e-commerce-focused businesses. LiveAgent is among the most affordable Intercom alternatives for customer communication. In this post, we’ll cover some of our favorite metadialog.com Intercom integrations and explain how you can use them to get the most out of this powerful tool. Similarly to LiveAgent, HappyFox is an all-in-one solution for an organization’s help desk software needs.
What is the competitive advantage of Zendesk?
Consistently highest ROI
Zendesk offers an omnichannel solution that gives you the tools to improve customer support and boost your ROI. In a 2021 study by Forrester, Zendesk for enterprise increased the ROI of some businesses by 286 percent over a three-year period.