Successfully Migrating from Zendesk to Intercom: A Guide from VPS

Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing. The debate rages between WooCommerce, Shopify, Magento, and BigCommerce for best ecomm platform — we’ll help you find the best one for you. To help explore these gaps, we decided to check out the reviews of both Zendesk and Intercom and get a sense of where the complaints pointed.

• FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions.
• Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software.
• No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels.
• Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative.
• Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations.
• Crisp offers many integrations with leading tools of the industry so you can get started with Crisp.

So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML.

New Intercom User to Submit New Zendesk Ticket to Send Twilio SMS

This differentiates it from Zendesk, which offers a more traditional CRM experience. Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email. This makes it a great choice for businesses that want to provide their customers with a more personal experience. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

This platform acts as a help desk tool capable of receiving and managing client requests from various channels. For example, LiveAgent allows users to communicate via email, social media, telephone, or live chat. Many users agree that LiveAgent strikes a great balance between a simple interface and a feature-rich ticketing system.

Direct to your Inbox

As a freelancer, I don’t need all the integrations and support that Intercom provides. Zendesk, on the other hand, only has online support and a knowledge base. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience. Zendesk also has solutions for small to mid-sized companies as well.

Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.

Zendesk Startup Program

To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools.

With CSAT and NPS surveys you can monitor and improve your customer experience. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software. However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future. The Intercom Messenger, in particular, performs well compared to the Zendesk alternative.

Outsource your customer success!

However, Intercom’s extreme pricing, complex subscription plans, and some shortcomings in basic customer service are driving businesses to find a strong Intercom alternative. HappyFox also enables organizations to create a knowledge base, which integrates with the tool’s self-service functionality. With HappyFox, users can provide support to their clients via email, live chat, social media, and by phone.

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. 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 has a slight edge when it comes to ticketing, but Intercom’s automation makes up for it

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. 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.

This enables support staff to reach customers where they want to be reached – making the entire process easier for everyone. Zendesk’s suite provides an all-in-one solution for organizations needing a customer relationship management tool, help desk software, online knowledge management, team collaboration, and more. Groove carries all the major features a B2C or D2C brand would need to serve its customers and they are very good at it.

Intercom Features & Benefits

This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention. Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc. On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune.

Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software. Zoho Desk has many features, such as phone integration, chat, and shared inboxes. Though some features are limited to Zoho Desk’s most expensive plans, the metadialog.com platform offers many free features and great value. AzureDesk also offers customer support teams to create a knowledge base to help with enabling customers to find answers on their own. Integration with popular apps like JIRA and Slack further enhances its capabilities.

What tools integrate with Intercom?

With a comprehensive range of features, it enables you to provide exceptional support to your customers across various channels. 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. 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.

• Zendesk has tons of products that are similar to Intercom’s including Zendesk chatbot software, messaging, team collaboration, knowledge base, analytics and reporting.
• But it’s designed so well that you really enjoy staying in their inbox and communicating with customers.
• Integrate your apps, data, and channels into the same tool you use to message your customers.
• Don’t opt for a more advanced tool because you “might” use the more advanced features at some point in the future.
• With a comprehensive range of features, it enables you to provide exceptional support to your customers across various channels.
• 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.