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. No-Code Chatbot Builder with just drag and drop conversational interface to deploy chatbots to Whatsapp, Messenger, or your custom website. Smart AI-Features help in summarising the whole conversation with your customers to avoid reading it whole email to know the query along with knowing the sentiment of customers. 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.

Zendesk’s Admin Center provides tools that automate agent ticket workflows. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination.

Pricing Info

Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options.

For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software.

Intercom vs. Zendesk: Omnichannel Capabilities

HubSpot can work for companies of nearly every size, allowing users to quickly connect via conversational bots, live chat, canned responses, and phone calls with live agents. Although its chat-based approach is different to traditional ticketing systems, Intercom still has a lot to offer customer support and service teams. Intercom offers some seriously impressive features and is a great solution for companies who interact most with customers through live chat. Zoho Desk makes ticket management a breeze for your customer support team by enabling the  tracking and handling of customer requests across channels, brands, products, departments, and more. Omnichannel support ensures accessibility via email, phone, live chat, social media, feedback widgets, web forms, and self-service portals.

• 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.
• As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless.
• Intercom software is designed to resemble the messaging apps we use every day, Intercom allows you to talk to consumers from inside your app, across your website, and via email.
• This information helps organizations revisit the knowledge base and make changes to help documents as necessary.
• In terms of customer service, Zendesk fails to deliver an exceptional experience.
• You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation.

Prior to this role, I spent 5 years as a technical consultant, primarily focused on the Appian Low-Code platform. I use this experience to work closely with VPS’ customers and platform partners on how to best derive value from our solutions. Check out the Help Scout Integrations page to see all the integrations we've built. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk.

Help Scout vs. Zendesk vs. Intercom vs. Front (What Help Desk Software Should I Use?)

Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time.

Best competitor to Zendesk for teams looking to enhance their communication and collaboration capabilities. Groove is another Zendesk alternative that streamlines the process of collecting customer inquiries and providing support as needed. After a client’s issue has been resolved (or has not been resolved), Intercom provides the company with a report regarding the issue at hand.

Intercom vs Zendesk: intro

You can learn about customer satisfaction, some common issues, questions customers ask, or how well your agents are doing. You don’t worry about being looked at as incompetent, you can help customers resolves issues even when you’re not in the office with AI chatbots. There are also saved responses that provide customers with answers that should resolve their issues. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data. Migrating from one platform to another can be a complicated and time-consuming process, especially if you have a lot of data and customizations in your Zendesk account.

Groove is an all-in-one customer service platform that helps teams provide personalized and efficient customer service. It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding. With Groove, you can easily manage multiple channels such as email, live chat, and social media in one central hub. Experience firsthand how our software can transform your customer support strategy and drive overall business success. There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights. Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries.

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Intercom and Zendesk are primarily classified as "Engagement/Lifecycle Marketing" and "Help Desk" tools respectively. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team.

You can see their attention to detail in everything — from their tools to their website. Honestly, when it comes to Zendesk, it is not the most modern tool out there. As I’ve already mentioned, they started as a help desk/ticketing metadialog.com tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses.

Service Hub is the Leader in Customer Service

Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing. Also, their in-app messaging functionality is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into their messenger. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)?

Choosing the right platform is much easier when you know what you’re looking for. Then, it’s simply a case of testing different options and seeing what works for your team. These 13 Intercom alternatives provide great options for sales, marketing, and support help for your business.

Zendesk vs. Intercom

Every company needs to build a better relationship for rapid growth. Intercom helps build, scale, and nurture solid customer relationships for brands. It’s an all-in-one communication platform for sales, marketing, and customer support teams to interact and come to meet the rising demand of customer needs.