Intercom vs Zendesk Why HubSpot is the Best Alternative

Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column.

It really depends on what features you need and what type of customer service strategy you plan to implement. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. Experience targeted communication with Intercom’s automation and segmentation features.

Zendesk has more all-in-one potential with additional CRM, but Intercom comes closer to being a standalone CRM out of the box

Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. The Kustomer open CRM platform minimizes costs by acting as a single interaction channel.

We will also consider customer feedback and reviews to provide insights into the usability of each platform. Zendesk on the other hand offers tools that support a wide variety of customer service functions including robust ticket management capabilities. ProProfs offers incredible live chat features that help you offer 24×7 assistance and close more sales. You can leverage chatbots to handle basic customer queries and reduce the burden on your support team. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention.

Zendesk vs Intercom at a glance

Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. You can also follow up with customers after they have left the chat and qualify them based on your answers. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform.

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”.

Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries. Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers. This scalability allows organizations to adapt their support operations to their expanding customer base. Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale.

With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk. It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either.

Zendesk vs. Intercom: Sales Pipeline and Lead Nurturing Tools

The tool is extremely scalable and can be used to match your growing business needs. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.

• Both Zendesk and Intercom have AI capabilities that deserve special mention.
• Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes.
• If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option.

These analytics provide recent and relevant data to make better both your agents and your customers. You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.

Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk raised their prices without improving their product—frustrating customers who struggle to justify further investments. Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. Zendesk, on the other hand, has revamped its security since its security breach in 2016. Zendesk has over 150,000 customer accounts from 160 countries and territories.

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