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A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. 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. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing.

Reflect on what your goals are and which features are most important to your business. 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.

Intercom vs Zendesk: Pros & Cons

They support email, they support push notifications, and of course, they have the in-app portion with the widget. So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them. That will take some implementation work, but if you really want SMS, that’ll be the way to do it. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance. There is also integration with project management tools such as Jira, Slack, Mailchimp, etc.

• Hiver is ideal for small teams and was created to serve as the first helpdesk for Google Workspace.
• Best for teams looking for quick solutions who don’t want to pay for add-ons such as KnowledgeBase, Live Chats, etc.
• She loves finding innovative ways for your support team to scale and grow, always putting the customer first.
• If this preference sounds like you, then check out all-in-one solutions like Help Scout or HappyFox.
• In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations.
• As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless.

You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.

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No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.

• The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.
• Then we have Zendesk Connect or Outbound.io, and Outbound.io from the beginning was really focused on product messaging.
• Intercom stands out here due to its ability  to tailor sales workflows.
• Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works.
• Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.
• Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication.

Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations. 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. Intercom offers different features such as marketing automation software, an omnichannel business messenger, dedicated analytics and solutions to build help centers.

Live Chat Features

Furthermore, with Groove, users can create support widgets that are displayed on their websites. Installing such widgets allows the company to streamline the process of initially engaging with the knowledge base. Yet, widgets can also be used to allow customers to create support tickets. Our comparative review of Freshdesk vs. Zendesk provides an in-depth analysis of user experiences.

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. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool.

Intercom pricing

Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans.

Here, we’ll dig into three different companies that chose Zendesk in the Intercom vs. Zendesk debate. Here’s a side-by-side comparison of Zendesk and Intercom’s pricing tiers. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.

Zendesk

Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced.

Zendesk’s customer support is also very fast, though their live chat is only available for registered users. However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams.

Existing live chat products have frustrating limitations

We cut the outsourced support agents by half and saved $100K in salaries. Send a dynamically generated self-service email that is populated with customer’s order data and give them an opportunity to resolve the issue instantly. Jetdocs is an internal communication platform where teams can streamline their internal processes. So, depending on your use cases we will have different “best” Zendesk alternatives for you.

The Help Center is designed to give you a complete self-service support option (knowledge base). Users can use the information you are providing or turn to a community forum for answers. One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved. With Intercom pricing is based on the total number of people you track and communicate with, not the number of agent seats your support team has. Be careful, pricing will automatically adjust as your business grows and you track more people.

Email marketing

The pricing starts at $20/mo/user and has basic features like Live Chat, knowledgebase, email ticketing, etc. In addition, it provides powerful analytics so that you can measure the effectiveness of your customer service efforts and identify metadialog.com areas for improvement. All in all, HubSpot Service Hub is an ideal alternative for businesses looking for a reliable and efficient way to manage their customer service needs. If you’re in the market for Zendesk alternatives, you’re in luck!

And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution.

• However, the plethora of features may overwhelm smaller businesses looking for a simpler solution.
• It is important to note that the only communication channel included in cheaper packages is email.
• Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows.
• Most of our Intercom alternatives have much more straightforward pricing plans that are based on the number of support agents you need seats for, allowing your business to better plan for expenses.
• Front combines the simplicity of email inboxes with the insights and automation of a CRM.
• You can convert the Intercom conversations into Zendesk tickets.

With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. The Intercom versus Zendesk conundrum is probably the greatest problem in the world of customer support tools. They both offer some state-of-the-art core functionality and numerous unusual features. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about both Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.

Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use. The Intercom Platform shows you who your customers are and what they do in your web or mobile app, for free. The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses.

With Skyvia you can integrate Intercom with Zendesk in a number of ways. If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import. For loading data in both directions, Skyvia offers powerful data synchronization.