Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies. 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. In fact, 33% of respondents to a HubSpot survey listed having to repeat information to multiple support reps as the most frustrating aspect of getting help. One of the best ways to avoid putting your customers in this position is to arm your service reps with the contextual information they need to personalize their support. The only thing that is a little frustrating with Intercom’s reporting is its location in the workspace.

Another feature is the Shared Inbox, where all conversations and teammates can be found in one place, enabling easy referencing and team mentions. Both tools offer robust features and attractive solutions, but they are not free of weaknesses, and none of them could be called the leader of customer-centric communications. A self-service knowledge base contains articles, videos, guides or tutorials that help customers metadialog.com 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. It’s a pretty okay ticketing system starting at the price point of $29/mo for one agent with no collaboration features.

Live chat and messaging

Read on to better understand the definition, similarities, and differences between a help desk, service desk, and IT service… Finally, ensure that you also take your team’s considerations into account. Autoresponders like these sound impersonal and unfriendly to your customers.

And there’s still no way to know how much you’re going to pay for them, since the prices are only revealed after you go through a few sales demos with the Intercom team. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables.

Messaging

Another cloud-based customer service ticketing system, HubSpot Service Hub aims to simplify processes related to managing customer queries and enhancing client engagement for all-sized businesses. Users can easily connect with their customers through live chat, conversational bots, one-to-one communication, canned responses, etc. Additionally, Freshdesk enables agents to collaborate with other agents through features such as Team Huddle, Shared Inbox and Ownership, etc. to efficiently solve customer problems. Moreover, Freshdesk supports multi-channel communication management, allowing agents to interact with customers via email, phone, social media, live chat and WhatsApp. Finding out which customer service tool is right for your business can be a waste of time. Almost all of these tools come to the fore with their powerful features, enabling businesses to offer the best experience to their customers.

Zendesk’s dashboard ties together your customer interactions from every possible channel. This makes it easy for agents to manage requests and communicate with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team. Zendesk has strong positive reviews especially since the software has mobile apps for access. Though some complained that it’s not easy to check the tickets using the apps. Because it’s something they believe the developers should fine-tune.

Pros of Zendesk

If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering. With a one-time fee starting at $2200, JitBit allows you to host the customer service platform on your own servers, giving you full control over your data. This can be particularly advantageous for businesses operating in highly regulated industries or those with strict IT policies. Price goes up as you add more agents and seek more integrations with the platform. The primary platform comes with live chat and is a great external support system.

• There are also integrations for other project management and collaboration tools just like Zendesk.
• Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts.
• Front is a customer communication platform that allows businesses to offer tailor-made services on a large scale.
• Service Hub is a good choice for businesses that already use Hubspot.
• 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.
• Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box.

Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. 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.

Zendesk vs. Intercom: Which one should you choose?

On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. Our comparative review of Freshdesk vs. Zendesk provides an in-depth analysis of user experiences. We will look at parameters such as ease of use, integrations, pricing, and customer support to determine the best platform.

This enables businesses to automate customer service tasks and scale their support operations without needing to hire additional human agents. All that being said, support teams still need to be able to track issues. Though we keep all of our customer-facing communications jargon-free, behind the scenes, Help Scout has all of the power and features of a ticketing system. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them.

Access to 24×7 Support for Free

It has fewer features and integrations than Zendesk and may not be suitable for larger or enterprise-level businesses that need more customization and scalability. Finally, for startups or small businesses looking for a cost-effective live chat solution, Crisp.Chat is the best option. As your business grows, you can upgrade to their paid plans to unlock advanced features like chatbots and integrations. If your team primarily focuses on ticketing solutions to manage both internal and external issues, Jetdocs is an excellent choice. It offers a comprehensive set of B2B features, such as SLAs, priority levels, and approval workflows, which can streamline your support process and improve response times. Additionally, Jetdocs’ competitive pricing at 1/5th the cost of Zendesk makes it an attractive option for businesses of all sizes looking to optimize their customer support without breaking the bank.

• Zendesk doesn’t give you many options to personalize conversations.
• Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time.
• Intercom is one of the most productive customer communication tools on the market.
• Zendesk also offers an Answer Bot that can help you eliminate wait times.
• In terms of pricing, Intercom is considered one of the most expensive tools on the market.
• Gist presents an affordable option with unlimited seats, JitBit caters to businesses seeking a self-hosted solution, and Crisp.Chat provides an amazing free live chat service.