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.

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.

Intercom vs HubSpot Service Hub

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.

• It`s the solution for communication between your website`s support and customers through many different channels.
• It’s virtually impossible to predict what you’re going to pay for Intercom at the end of the day.
• They have done an incredible job at building somewhat of a community around their software.
• To begin with, communication with customers is important these days.
• Zendesk chat allows businesses to reach out and connect to customers before they ask a question.
• Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience.

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.

Features (weighted 11%)

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

• If you want to deliver better customer service, live chat is the key.
• Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together.
• This means that you can send targeted messages to different groups of users based on how they interact with your product.
• Intercom, although a leading customer service software, isn’t specifically designed for ecommerce businesses.
• Zoho Desk is a support-focused offering from the Zoho suite of tools.
• Zendesk is a great and robust support too, but is Intercom a replacement for Zendesk in terms of functionality?

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.

Real Customer Reviews: Intercom

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.

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.

How Ortto’s AI-powered live chat will transform your customer relationships

On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day.

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).

Zendesk vs intercom Features And Pricing

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.

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.