Zendesk vs Intercom: Which Solution to Choose in 2023?

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. Skyvia offers a number of benefits for import Intercom data to Zendesk or vice versa. With Skyvia import you can use data filtering, perform data transformations, and many more. Besides, Skyvia supports the UPSERT operation — inserting new records and updating records already existing in the target. This allows importing data without creating duplicates for existing target records. Intercom is a complete customer communications platform with bots, apps, product tours, etc.

Help Desk Migration accomplishes to top security principles, providing maximum safety for your business data. We meet the demands and requirements of HIPAA, CCPA, PCI DSS Level 1, GDPR, and other essential data protection levels. Employing Help Desk Migration tool, don’t worry about safety of valuable data. We commit to the fresh requirements, run constant advancements, and consistently audit all facilities. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights.

Customer Feedback and reviews

With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently.

The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. 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. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators.

Use Autopilot to automate and integrate Intercom and Zendesk.

One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers. There are even instances where customers don’t receive the first response in more than seven days. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations.

Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

While there can be add-ons, such as premium customer support, you can generally anticipate what you’ll be paying for your Zendesk subscription. It calculates the cost of its Pro and Premium plans based on the number of AI resolutions, people reached, and seats (or users). This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information.

• That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action.
• However, customers should keep in mind that Intercom does not offer voice.
• You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.
• Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors.

Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer. In 2014, they acquired Zopim, a Singapore based live chat company. The tool was later integrated with Zendesk, making it more robust. If your company is looking for customer support software, you have likely heard of intercom and zendesk. Any business knows that the front desk is where everything happens.

Connect with customers wherever they are for timely assistance and personalized experiences. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money.

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.

If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk. They offer straightforward pricing plans designed to meet the diverse needs of businesses, with only 2 options to choose from; it makes it easier for business owners to make a decision regarding pricing. Choose the plan that suits your support requirements and budget, whether you’re a small team or a growing enterprise. Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy. Again, Zendesk has surpassed the number of reviewers when compared to Intercom.

Zendesk lets you chat with customers through email, chat, social media, or phone. No API maintenance, ever, while you maintain full control over replication behavior. Give your analysts, data scientists, and other team members the freedom to use the analytics tools of their choice. 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. This customized dashboard will help you see metrics that you’d like to focus on regularly.

Whether it’s ticket imports, additional import types, or automating the entire Zendesk import process, we’ve got you covered. Our CSV import feature allows you to effortlessly handle large volumes of data with options to customize the import type to your specific needs. With the bulk user import option, you can efficiently import users in bulk, ensuring a swift and accurate transfer of data.

Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket.

Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk. Fin will use your history to recognize and suggest common questions to create answers for. When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. If you’ve already set up macros in Zendesk just copy and paste them over.

Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.

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