Compare Zendesk vs Intercom for Ecomm Businesses

Somehow Help Scout has managed to do this and it’s not surprising given that they invest a lot into CS research, education, and they treat their employees really well. But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems.

• Among the many challenges facing businesses today is the pressing need to meet their customers where they are.
• The free service tools include ticketing, email scheduling, live chat, shared inboxes and calling.
• So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds.
• It consists of support, chats, calls center solution, and knowledge base modules that you can upgrade separately.
• Rather than waiting for a customer to start a conversation with you, you can initiate it if you think the customer needs some help.
• However, live chat can also take up a lot of time and resources, which you may not have.

Even more advanced multi-brand or multi-language setups are simple enough

that you’ll be able manage them without external consultants. Enchant has one plan ($15 / user / month) with everything included. Zendesk has a number of plans based on the feature set you require. Our new Scores feature allows you to set up points-based scoring models for customers, product engagement, and leads using any attributes or activities you choose.

Integrate with your existing Help Desk

You can add agents, create teams, and set agent roles & permissions to decide their level of access to the tool. Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents. You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents. Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters.

The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option.

Introduction to the Tools

The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.

You can also insert a macro to a rule (say, if they ask to cancel an order); that helps you save time even more. More often than not, support reps end up answering the same questions every day. Macros metadialog.com are premade responses you can create to resolve your customer queries faster. Their pricing starts at $59/month for a bare-bones version and goes up to over $499/mo for their most robust offerings.

Why Zendesk is the best alternative to Intercom

Intercom lets businesses send their customers targeted in-app messages. The Zendesk Sell plan has the features you need to turn your website visitors into paying customers. It has live chat with AI Chatbot Integrations to help you answer visitors’ questions and pitch your services to them.

• As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses.
• The main difference is its connectivity with the Intercom Team Inbox.
• Zendesk chat vs Intercom offers similar chat features but still has a couple of differences.
• Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool.
• And, thanks to the internet, a few taps will lead them right to your competitor!
• Zendesk wins the self-service tools category because it provides extensive help center customization options.

You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case.

Product Feature Comparison

Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Streamline the support you give by enabling customers to self-service with our knowledge base feature. A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software.

As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. The interface of Intercom’s native apps for iOS and Android is equally impressive. Agents can use the app to support customers who need help, even while they are away from their desk or working remotely.

Different Criteria Used to Differentiate Zendesk & Intercom

It’s especially not right for you if customers need

to be able to login to something to see the status of their requests. Enchant also

doesn’t have certain features like public discussion boards. Instead, you need to refresh your browser to see the latest changes made by others… or install a plugin or browser extension that refreshes your browser every few minutes. In the current economic environment, it’s never been more important to know exactly what you’re going to be paying for, before you start paying for it. That’s why we offer completely transparent, affordable pricing.

• There’s even on-the-spot translation built right in, which is extremely helpful.
• Check out our list of unified communications providers for more information.
• Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.
• Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality.
• But both the tools are targeted at enterprises, and their best features are reserved for the expensive plans.
• Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs.

Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. Whichever solution you choose, mParticle can help integrate your data.

Comparing Zendesk alternative: Intercom vs Zendesk

Gorgias is built for ecommerce and integrates deeply with Shopify. This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard. That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. Gorgias has a best-in-class Shopify integration (our recommended eCommerce platform).

They both have this program to help companies in their early stage acquire customers and serve these customers effectively. Your sales team can also collaborate with this plan, manage ongoing projects and assign tasks with the Smart List feature. 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. You can try any plan free for 15 days and get the look and feel of the tool before making any commitments. Considering its affordable pricing, ProProfs can be a great option for small to medium-scale businesses. ProProfs Help Desk is known in the market for its honest, and simple pricing.

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