Zendesk vs Intercom A Detailed Comparison

The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Zendesk offers a comprehensive service suite with features such as a ticketing system and workflow configuration available to desktop and mobile device users. Its customer portal also helps businesses track customer interactions and provides a self-service portal, community forums and knowledge base for your customers. Zendesk’s ticketing system is fully integrated, enabling multiple and conditional ticket forms across several channels.

The chat automation features available with Intercom are helpful for your support team and help your customer conversations stand out from the crowd. You can also integrate apps like Google Meet or Stripe to create more engaging experiences for your customers. Like Zendesk, Intercom has its own Operator bot, which automatically suggests relevant articles to customers directly from the chat widget. When it comes to developing an optimal knowledge base experience, both Intercom and Zendesk are great options with similar features for your needs. Zendesk Support Suite now consists of seven unique products for customer support. They range from standalone communication tools to a fully-featured CRM platform.

Zendesk vs. Intercom: Which is better?

While both Zendesk and Intercom are great options for managing your customer service needs, they are missing some important features that will take your support strategy to the next level. These include scalability, conversational insights, and open integrations. The most common complaints in Zendesk reviews mention the lack of features at certain price levels, difficulty navigating its interface, and a slow setup period. Intercom reviewers complain about its lack of scalability, the increase in costs as your customer base grows, and challenges accessing a customer service agent when in need of assistance. An important feature Zendesk offers that Intercom lacks is more advanced, real-time analytics. These analytics provide recent and relevant data to make better decisions for both your agents and your customers.

When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing.

Smooth migration. Simple integration.

Advanced workflows are useful to customer service teams because they automate processes that make it easier for agents to provide great customer service. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. BirdEye is prevalent amongst small businesses in the Medical Practice Industry. This customer messaging system provides businesses with the proper tools to deliver consistent, quality customer service.

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. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff.

Great live chat

Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.

In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. Based on verified reviews from real users in the Social intercom versus zendesk Customer Service Applications market. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. 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.

Intercom VS. Zendesk: Feature Analysis

With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. HubSpot’s reporting and analytics tools are basic, with only five service analytics reports and dashboards available.

• This customized dashboard will help you see metrics that you’d like to focus on regularly.
• 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.
• Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required.
• Intercom’s mobile app is really one of the best parts of all of Intercom.
• Zendesk offers powerful automation tools to create better experiences for both your agents and your customers.