They still have the same logic, you can still send messages based on things users did or didn’t do, or maybe properties, and tackle different aspects of email. So this might be something that might not be the best fit for a software company, but maybe for a non-software company, maybe like a e-commerce company, might actually be better suited for CustomerIO. To begin with, putting help desk platforms “side by side” is a thankless job as software differs in functionality, price, and purposes.

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly.

Intercom vs LivechatInc

Please reload the page and try again, or you can contact Zendesk for support. Customer stories are another big part of the equation when comparing Intercom vs. Zendesk. Here, we’ll dig into three different companies that chose Zendesk in the Intercom vs. Zendesk debate. Here’s a side-by-side comparison of Zendesk and Intercom’s pricing tiers. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

Easy to use UI and customer context helps agents resolve faster without switching tabs. Use the drag and drop builder to create self service flows for your most frequent customer service questions. We import thousands of tickets into our AI engine and use regressive models to help identify why customers contact you. This is a great foundational step for setting up your tech stack with the right objectives. Automate most of the tasks so customers don’t need to contact you in the first place. Greatly increase customer satisfaction while reducing agent case loads.

AI that knows your business better than you do

Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation. Then we have Zendesk Connect or Outbound.io, and Outbound.io from the beginning was really focused on product messaging. So once a user became a user, once they give you the email address on sign-up, then you wanna be able to send them messages across the very similar channels that Intercom had.

• This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.
• Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs.
• Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork.
• That’s their main support, so let’s look a little bit beyond email.
• I’m a Business Development Manager at Vision Point Systems where I lead a variety of efforts in sales, marketing, and technical consultation.
• It offers powerful mapping features, allowing you to sync data with different structure.

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. The software is versatile and allows agents to connect with clients via chat, email, phone, or social media. If you are looking to deflect support requests to self-service options, then Kustomer has no-code chatbots available to help.

Conversation management

Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. But if you really want to enjoy Intercom’s advanced functionality, prepare to pay at least $499/mo (that’s supposedly the starting price for their premium subscription plans). They’ve been marketing themselves as a messaging platform right from the beginning.

• To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy.
• Furthermore, with Groove, users can create support widgets that are displayed on their websites.
• It uses artificial intelligence (AI) to assist customers through self-help options or access to the relevant articles before connecting them to your team.
• There’s even on-the-spot translation built right in, which is extremely helpful.
• The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.
• The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.

To sum up this Intercom vs Zendesk battle, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. You can publish your knowledge base articles, divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience.

A Uniquely Human Approach

Ultimately, the right platform should enhance your support processes, improve customer satisfaction, and contribute to your business’s long-term success. Additionally, its reporting tools make it easy to measure key performance metrics like response time and customer satisfaction ratings. If you’re looking for a Zendesk alternative with robust features that’s easy to use, then HappyFox might be the perfect choice for your business.

Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices. If you don’t plan on building a huge enterprise metadialog.com just yet, we have to give the edge to Zendesk when it comes to flexible pricing options. 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.

Intercom vs HubSpot Service Hub

Here are some of the things that our marketing department at Live Typing is especially fond of. However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions. We cut the outsourced support agents by half and saved $100K in salaries. Send a dynamically generated self-service email that is populated with customer’s order data and give them an opportunity to resolve the issue instantly. Jetdocs is an internal communication platform where teams can streamline their internal processes.

Easy assigning of Email Queries and Live Chat to the right support agent to solve them precisely. Report and Analytics of businesses can gain valuable insights and improve their support strategy. This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention. Basic E-commerce Support – Gorgias specializes in customer service software tailored for e-commerce businesses. It integrates seamlessly with popular e-commerce platforms, such as Shopify and Magento, providing a unified interface for managing customer inquiries.

The Best Zendesk Alternatives & Competitors

Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools.

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