Intercom vs Zendesk Why HubSpot is the Best Zendesk Alternative

And that’s really it, that’s how we tend to build comparison charts internally. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things. Zendesk would be a great recommendation if you’re already in the Zendesk world, that is, if you have Zendesk for ticket support, maybe have a few other things. So if you have a few of those, that could also be a good fit just naturally, you’re gonna be part of the same universe of tools.

So Desku is here for you and your business to manage every customer support query that comes by. Yes, you heard it right, Jetdocs does not feature block users or place limitations, or make you buy extra add-ons to access core features. All the features Jetdocs has is accessible to all the premium members without any segregation. Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations. And no, not just for notifications, anything you can do in the Jetdocs web app, you can do in the same interface within your Teams account.

#8 HelpScout

The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.

It provides all-in-one services for teams in sales, marketing, support, and even human resources and finance. Zoho will help with the management of client communication via chat, email, phone, social media, etc. Every organization can benefit from the various apps and bundles offered by Zoho Desk software. Intercom and Drift have made a name for themselves as some of the practical and efficient live chat and customer support solutions on the market.

— Lead and opportunity management

Proactive tools help your team solve problems before customers reach out, with minimal effort. Intercom has more customization features for features like bots, themes, triggers, and funnels. Zendesk, however, has more robust custom reporting capabilities. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. 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).

• There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability.
• For example, you can easily change the default language, change the appearance of the chat widget, or make it available only for some customers.
• When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service.
• Proactive tools help your team solve problems before customers reach out, with minimal effort.
• And webhook is really more about integrating with another system.
• Zendesk chat provides a personal connection with customers who need support.

However, in recent years, the platform has received criticism for its pricing model and features. As a result, many users have been looking for cheap alternatives to Intercom, opensource alternatives to Intercom, and customer service platforms that meet other strategic marketing needs. In summary, the best alternative to Zendesk depends on your unique business requirements and use case. Jetdocs is the top choice for teams focusing on ticketing solutions, while Intercom excels in offering a comprehensive customer experience platform. 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.

A Uniquely Human Approach

It’s no problem to add additional users and get them integrated quickly into our process.» Hopefully, at this point, you’ve gained a solid understanding of how Intercom compares against Drift when it comes to key features, functionality, pricing, and other characteristics. When choosing between Intercom and Drift, you need to consider your budget, business needs, and target audience. Our behavioral messaging platform can achieve all of this without collecting data across many apps. Intercom, on the other hand, has a less intuitive setup process. While the interface is easy to use, it doesn’t provide a visual flow builder.

In this way, it becomes possible to work efficiently in a shorter time. Zoho Desk is a complete Zendesk alternative for sales-oriented teams. There are available on more affordable platforms that small businesses can use.

Best Customer Support Chatbots In 2023

Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. With Panoply, your data has the power to transform your business. Panoply prepares your data into easy-to-analyze tables and connects to all popular BI tools and analytical notebooks.

However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Save your team time and provide more consistent support by establishing customer service workflows that enable you to automate repetitive tasks and route tickets to the right team member more efficiently. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group.

CRM Integrations: The Key to a More Efficient and Productive Team

Zoho Desk is an intuitive customer service platform designed to help streamline the way you interact with your customers. With Zoho Desk, you can reduce response times and provide better customer support with features like automated ticketing, knowledge base management, self-service portals, and more. Selecting the best customer service management software for your business is critical for the success of your customers and agents. On this page, we compare two customer service options directly, Zendesk and Intercom, to help in your evaluation of potential customer service solutions. Both of these platforms provide different packages, features, and benefits that may help your team delight your customers and aid in your team’s success.

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. Zendesk is a multichannel customer service and support software designed to help small-to-medium businesses efficiently answer customer inquiries, address issues, and convert leads. Drift is a customer communication platform (CCM solutions) that offers live chat, email, and messenger integrations.

Submits New Zendesk Ticket to Set Salesforce Campaign Member Status

ClickDesk is highly customizable, offering business and agency plans and other add-ons such as phone support options or a cloud-based help desk solution. The tool’s design enables users to track customer interactions and view reports on their performance. LiveChat is a live chat tool for businesses that allows users to communicate with metadialog.com visitors in real-time. Customers can talk to representatives before purchasing or answering questions about existing orders. LiveChat offers basic Intercom similar features, such as text and voice messaging, free of cost. However, you need to upgrade your account if you want advanced features such as agent tracking and call recording.

• Beyond this, Zendesk Chat also offers analytics so you can study your efforts and make better decisions going forward.
• If you don’t feel like creating from scratch, there is a collection of templates for different use cases and scenarios created by designers.
• The platform, which stands out with its easy use, has been developed for businesses to professionally manage instant customer communications.
• In addition, Qpien, which can be integrated with powerful e-commerce software such as Shopify, and Woocommerce, works seamlessly with these, helping businesses to provide customer support in e-commerce.
• In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools.
• The enterprise plan starts at $59 per agent per month and includes every feature – from real-time monitoring to 24/7 live chat support to skills-based routing.

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. On Capterra, Intercom has a rating of 4.5 given by 784 reviewers. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. When the company started in 2015, it used Intercom for live chat.

Best Zendesk Alternative Feature Match

In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. Like Zendesk, Intercom has plenty of basic automation and organizational tools like list segmentation, targeted messaging, and the ability to use events to set up triggers to help agents improve their workflows. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

• Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging.
• Gist is a powerful customer engagement platform that helps you engage with customers in meaningful ways.
• With Intercom, you can connect your tech stack with different apps for support, marketing, and sales.
• So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them.
• Other customer service add-ons with Zendesk include custom training and professional services.
• Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.