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Munna & Guys > Blog > Chatbots News > The 14 Best Zendesk Competitors and Alternatives 2023

The 14 Best Zendesk Competitors and Alternatives 2023

Last updated on June 16, 2023 Chatbots News

what are the differences between intercom and zendesk

For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. From FreshDesk and Sharepoint to HelpScout and Happy Fox, here is our list of the best Zendesk alternatives. Best Zendesk alternative for companies that use other Zoho products. Finally, Front supports “round-robin” assignments, automatically assigning messages randomly so employees cannot cherry-pick which customers they would like to respond to.

  • ServiceNow’s Integration Hub allows you to connect software like SAP, Salesforce, Oracle, Jira, Okta, and many others.
  • Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load.
  • This website is using a security service to protect itself from online attacks.
  • Create a chatbot with minimal coding and customize it to your heart’s content.
  • Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.
  • Thus, the inbox is used to refer tickets to other agents who can solve them.

You can use it for customer support, but that’s not its core strength. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things.

Best Zendesk Alternatives & Competitors

With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. 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. That is, while some may be looking for an all-in-one customer support tool, others may be looking for a more simple and straightforward option to accomplish a specific task. This robust platform offers a high-definition view of customer experiences by providing real-time insights into satisfaction, sentiment analysis, case resolution time, agent performance, and more. This customer communication platform enables companies to provide support at scale.

Can you transfer calls in Zendesk?

You can transfer Talk calls to a group, another agent, or an external number. When you transfer a call to a group, the call is added to the queue for that group until an agent from the group answers it. When you transfer a call directly to an agent, you can consult with the other agent before handing off the call.

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. Zendesk does an okay job at ticketing but comes nowhere close to Jetdocs’s experience when it comes to internal ticketing and external portals. Jetdocs helps you streamline your internal teams so you can make efficient decisions quicker. There are several great options available that provide excellent customer service. Drift is the closest alternative to Intercom in that it also focuses heavily on sales and marketing.

Recommendation – Intercom vs Zendesk Chat

There are those that are ticket-oriented still, and there are alternatives that are all-in-one solutions. If you want a system that is just like Zendesk, then check out Freshdesk or LiveAgent. Alternatively, some companies want a software similar to Zendesk but more accessible and modern.

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With Gist, you can provide the kind of exceptional customer service that will keep them coming back for more. If you’re looking for an automated help desk solution that’s easy to use and affordable, look no further than Jitbit. This powerful tool allows you to set up automated workflows, manage tickets, and provide better customer service all in one place.

What is Zendesk?

These software problems have also been reported as long-standing, among other important company features. It has the quality customer service experience it takes to be a great Intercom alternative. People usually love HelpCrunch because of its transparent pricing, customer-centric support team and customizable chat. With Customerly, you can send quick surveys (starts with plenty of templates) to be answered directly through the live chat feature. Customerly then automatically matches customer requests to keywords and sends the right info to the customer.

what are the differences between intercom and zendesk

Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead. The interface appears modern, metadialog.com easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes.

Compare us to different help desks

After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself.

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The software also helps support staff reach customers where they want to be contacted. Many people like HappyFox because it makes the process easy for everyone. Another great Intercom feature is that it allows users to create comprehensive knowledge bases. Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative.

Zendesk Pricing vs Intercom Pricing

You can still, of course, tie people, it’s tied with some of the, I know Zendesk has a little widget too. It can still be used in the same way, but from our perspective, it seems to be much more geared towards customer support, less so for sales and marketing. Almost all of the Zendesk alternatives listed above have a free trial version.

what are the differences between intercom and zendesk

It provides multi-channel support features including, chat, phone, social media, and email. Although many basic functions are included in Zendesk’s plans, there may sometimes be additional costs because the software lacks some essential features that should have been included from the start. A chance to customize chatbots, a more detailed customer satisfaction survey and product tours for the chat software are just a few of the powerful features that are mostly related to chat features. Additionally, Hiver’s live chat feature integrates seamlessly with Gmail, providing real-time support to customers.

Sign up to get full access to all the tool integrationsMake informed product decisions

In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times. However, it is possible Intercom’s support is superior at the premium level. The customer messaging platform places focus on enabling companies to build genuine relationships with clients through each stage of the sales funnel. Zoho Desk has a wide array of other integrations designed to connect with the rest of your tech stack. The tool is great for both small and large teams because it is customizable to fit the needs of most businesses.

https://metadialog.com/

In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business. 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.

Zendesk vs Intercom for pricing

The third area we’ll tend to look at is actually the integration portion, that is how hard is it to implement, so let’s quickly do a dive here into the developer’s portal for Intercom. Intercom, I’ll say, has probably one of the most extensive documentations I’ve seen. You have, also the app store component here, where they have a lot of different app integrations.

  • The integrations mentioned above allow you to see and edit order details and process refunds right through the help desk, thus saving you time.
  • Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help.
  • In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC.
  • Best Zendesk alternative for companies that use other Zoho products.
  • And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision.
  • A more affordable alternative to Zendesk, Freshdesk support combines all the tools for marketing and sales teams.

These are just 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. We have the skills and experience to help you switch from Zendesk to Intercom smoothly and efficiently.

  • It can be the right option for big enterprises that have global customers and big support teams.
  • If you don’t know where to start, Customerly also offers a rich library of pre-made templates that you can use.
  • 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.
  • Price goes up as you add more agents and seek more integrations with the platform.
  • 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.
  • While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

When a support ticket comes in, an agent can quickly review recordings of that user’s latest sessions to see exactly what went wrong. Then, if the issue is too complex to solve over chat or email, they can initiate a call with a user directly in their app, take control of their screen and solve the problem themselves. They’ll also have access to console information during this process for easier diagnosis and troubleshooting. By using an Intercom integration — or several — companies can ensure that their customer support stack is comprehensive.

what are the differences between intercom and zendesk

The marketing has been quite good, despite what was a confusing product set. They’ve changed their products a little bit, they organized them a little bit differently over the past couple years. We’ll have email as the foundational one, then the website portion through the Zendesk web, which is very similar to what Intercom has. Then we have mobile push notifications, SMS, same thing, they ask you to provide an SMS provider account, that’ll be something like Twilio. All three of them will help you integrate with other systems, but one of the things you wanna think about is how complex it’s gonna be to set up a specific channel.

what are the differences between intercom and zendesk

Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. We have 30+ experiences to choose from, and thousands of five star reviews. Zoho Desk integrates seamlessly with Zoho CRM, G Suite, Slack, Salesforce, and Microsoft Teams for smooth collaboration and communication.

How does Zendesk assign calls?

Zendesk routes an incoming call to an agent based on both of the following: The agent with the longest amount of time elapsed since they last answered a call. The agent is available to take a new call.

Can you use Intercom as a CRM?

Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.

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