You can also integrate with PandaDoc to create, sign, and track documents. There are also several ticket apps that you can integrate into Zendesk to reduce the time it takes to resolve a ticket. You don’t even need to get a separate email marketing tool because Intercom can notify your customers about feature updates, promotions, etc via in-app notification and email. The Conversational Support plan helps you give quality support to your customers. It has a help center that notifies your team of new customer inquiries, requests, or issues. You can collaborate and resolve customer issues all in one place with this plan.

But it’s designed so well that you really enjoy staying in their inbox and communicating with customers. All interactions with customers, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them fast and efficiently. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users.

Intercom – Intercom w

To transfer your data from Zendesk to Intercom, a script will need to be created by an API developer to use the Zendesk and Intercom APIs to fetch and transfer the data. The script will need to align with the data mapping document and account for system rate limits. The script will also need to be monitored and adjusted as needed during the transfer process. Intercom’s help center allows you to create and publish engaging articles around help topics. You can use its editor to effortlessly add images, videos, and call-to-action-buttons, wherever necessary. Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes.

In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries. Jetdocs is a collaborative ticketing solution that is integrated into Microsoft Teams and Slack. We empower your teams to create no-code workflows that standardize your processes and connect your teams.

Intercom vs. Zendesk: Omnichannel Capabilities

This is why HubSpot makes sense as an Intercom alternative for large brands who are already familiar with or using other aspects of this tool. Intercom and Zendesk are neck to neck in reviews from various sites such as G2, Capterra, Financesonline, and more. We’ve analyzed a dozen of reviews to help you get an average estimate of Zendesk vs Intercom functionality. While Intercom does not offer free trials, they do offer demo versions of each plan. Intercom’s Inbox organizes all of an agent’s core functions into one interface.

You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch. If no payment method is added at the end of the trial period, the account is deleted 90 days after the trial expiration date. The top alternatives to Zendesk are HubSpot, Freshdesk, Help Scout, Zoho Desk, Salesforce Service Cloud, and Intercom.

Self-service that works everywhere, not just on live chat

The key difference is that Freshdesk focuses on affordability and usability. Organizations can use Freshdesk to set up and handle certain customer inquiries automatically, which saves time and errors. Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams.

There’s a specified amount of funding you must have gotten, unlike Zendesk. You have gotten at least $1m funding from investors and your company must be less than 2 years old. Here’s the catch, intercom’s startup program qualifications are a bit difficult. These are just metadialog.com some of the factors that can affect the migration process from Zendesk to Intercom. There may be other aspects that are specific to your business or industry that need to be considered as well. We are Vision Point Systems, a Certified Service Partner of Intercom.

Best Zendesk Alternatives to Give Your Support a Boost in 2023

Jitbit integrates with popular third-party applications like Slack and Salesforce so you can easily sync information between the two platforms. And their customer support is top-notch—you can always rely on their team of knowledgeable professionals to answer any questions or concerns. Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho. Do note, that if your primary requirement is live chat then it’s only available in their highest tier which is around $50/mo/user. At that price point, it’s not too far away from where Intercom stands. Unlike platforms like Jetdocs, which gives you unlimited departments in their pro plan, Zoho limits you to 15 departments even on their highest tier.

By integrating multiple touchpoints and communication channels, Intercom ensures that your customers receive personalized and timely support throughout their entire experience with your brand. While its pricing may be on the higher side, the value it brings in terms of customer satisfaction and loyalty is well worth the investment. Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins.

What Is Intercom?

Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget. The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options.

Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. Intercom offers different features such as marketing automation software, an omnichannel business messenger, dedicated analytics and solutions to build help centers. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention.

Crisp, the fast-growing software

Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves. 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. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page.

To understand how Zendesk is getting its engagement numbers, let’s dive deeper into the most popular two posts from the last 12 months. Taking about showing the “raw” image of the brand, Drift, and Zendesk have a more personal approach when it comes to content on Facebook and Instagram. For sure, on a daily bases, you see on your Facebook feed, on average, more 50 posts from friends, brands, and more. It’s hard to notice each one of them and harder to reminder at least two after a couple of hours. Intercom, in the examples above, is introducing its announcement in a general and broader context by underlining statements with which people can relate immediately.

Works with any cart platform

Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn.