zendesk vs intercom functionality

AzureDesk is an excellent Zendesk alternative for businesses looking for an easy-to-use and comprehensive customer service platform. It provides a full suite of tools to help you manage customer interactions, including ticketing, messaging, and automated workflows. Plus, the intuitive interface makes it easy to set up and use right away.

What is the difference between paging and Intercom?

Paging systems commonly divide or separate buildings or areas into a number of regions, zones, or addressable coverage areas. An Intercom is a system that allows people to communicate point-to-point between different rooms.

With this integration, Intercom customers can access Clearbit's suite of APIs to enrich their customer profiles with additional information such as job title, company size, and industry. This allows them to better segment their audiences and target their messaging more effectively. However, Intercom’s heavy chat focus metadialog.com can also be a disadvantage for some businesses. The solution doesn’t offer a traditional ticketing system, which can make it harder for customer service and support teams to streamline their backend operations in a familiar way. For instance, it can be challenging when customers communicate through multiple channels.

Help Scout: for Non-ecommerce businesses of all sizes

This enables your operators to understand visitor intent faster and provide them with a personalized experience. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.

  • The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies.
  • It allows you to chat with visitors on your website and convert them into customers.
  • The Conversational Marketing Plan helps you monitor your customer journey through the sales funnel and convert them into paying customers by providing you with all of the tools you need.
  • On top of that, AzureDesk integrates with popular third-party applications like Slack and Salesforce so you can provide even better service to your customers.
  • While Intercom has collision detection, Help Scout’s implementation is more useful.
  • Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience.

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. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. We give the edge to Zendesk here, as it’s typically aimed for more complex environments. It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales.


So, Intercom Articles will be opposed to Zendesk Suite - in that way the contrast is (more or less) fair. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either.

  • And then, we evaluated and compared the net savings you’ll incur with Hiver against Zendesk.
  • You don’t worry about being looked at as incompetent, you can help customers resolves issues even when you’re not in the office with AI chatbots.
  • However, if you are looking for Zendesk features such as live chat, chatbots, etc then Jetdocs is not the platform for you.
  • Trengo is the all-in-one customer service software solution that enables you to make customers happy.
  • CloudTalk offers 50+ complex tools to save your time, money, and energy.Here are examples of features from various categories that may interest you.
  • Lastly, they’re both not the easiest to figure out and have pricing plans that might be too expensive for some stores, especially ones smaller sized or earlier in their journey.

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. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams.

Zendesk vs. Freshdesk: Our verdict

This enables all departments to collaborate seamlessly, organizing their messages and delivering timely support to customers while maintaining a personal connection. 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. Additionally, Groove allows users to create a support widget to be displayed on their website.

What is the advantage of Intercom?

As it is a two-way communication device, intercoms also allow the visitor to answer back to you. This way, any dangerous incident of forced entry can be avoided.

With Gorgias you can only tag tickets with a primary dimension and are unable to include secondary dimensions out-of-the-box. E.g., a customer returns an item and an agent tags the ticket with ‘return’ there isn’t a secondary tag option to say the return happened because the size was wrong. Keep in mind that customization often requires developer support on ZenDesk.

What we don’t like about Gorgias:

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. Not only does Zendesk offer a free trial, it’s actually sort of a freemium tool, which means you can choose one their tools (live chat, knowledge base, call center software) and use it for free forever. As any free tool, the functionalities there are quite limited, but nevertheless.

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Workarounds on Gorgias are to create a tag structure that includes the primary and secondary dimension in a single tag e.g, ‘return-sizing’ for a return that happened due to incorrect sizing. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Help Scout is easier to use than Zendesk, thanks to a user-friendly interface. One of Help Scout’s most noticeable features is the shared inbox, which allows you to collaborate with others whenever an email or a ticket comes in. That will help streamline your workflow and increase productivity.

Essential Steps to Going Global with Shopify Plus

Freshdesk also understands the importance of real-time updating of information and documentation. The software includes agent “collision detection,” ensuring that multiple agents don’t accidentally pick up and work on a single inquiry when only one person is needed. Enchant is a full featured solution that covers shared inboxes, live chat and knowledge bases. It easily scales to handle teams

from 1 to 300 people spread across multiple brands, languages and departments. This software provides a very personalized experience and is one of the best Zendesk alternatives due to its simple interface and adaptability. Yet, the platform also understands the importance of real-time updates of documents and information.

zendesk vs intercom functionality

With this integration, you can add status updates as part of your account management workflow, so you don't have to worry about keeping track of them separately. When a support ticket comes in, an agent can quickly review recordings of that user's latest sessions to see exactly what went wrong. Then, if the issue is too complex to solve over chat or email, they can initiate a call with a user directly in their app, take control of their screen and solve the problem themselves. They'll also have access to console information during this process for easier diagnosis and troubleshooting. When you're troubleshooting something with a user, knowing exactly what's happening on the backend can be enormously helpful. Unfortunately, Intercom doesn't have this functionality and you'll need to ask your users for console information like network and device details, user steps, bugs, etc.

Intercom Messages

Create customer-specific process flows in CloudTalk, or even when using different platforms. Trengo was built for SMBs and our Grow, Scale and Enterprise packages reflect that. Our personalised support is unmatched and we don’t stop at onboarding. Get your CSAT above 4.9, your tickets per order below 5%, and never get another WISMO ticket again with this guide. Okay, now that we’ve lost all those who don’t care about CX let's dive in.

zendesk vs intercom functionality

What is an Intercom?

An intercom system is an electronic device that enables two-way communication between people. Intercom systems also allow people in a building to grant property access to visitors by opening a door or gate remotely. Intercom systems have taken many forms throughout history.