Who Is the Winner in This Zendesk vs Intercom Showdown?

zendesk vs intercom functionality

If you want to add more tickets, you need to pay $25 for 100 tickets. Intercom on the other hand is a Conversational Relationship Platform (CRP). You can use it to build better customer relationships through personalized, messenger-based experiences across the customer journey. You can use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging. So, if you are a fast-paced company looking for a tool to match your speed, Intercom could be the right customer support software solution for you. Additionally, one of the center features that I love using is the customization options that actually offer a rather original journey for the customers.

  • The main purpose of a support tool is to allow the entire support team to log in and respond to customer conversations across channels simultaneously.
  • The software is versatile and allows agents to connect with clients via chat, email, phone, or social media.
  • Unlike Zendesk, our customer engagement platform offers more than just a traditional ticketing system.
  • It is frustrating for customers who need immediate support; hence why they often seek other Zendesk competitors.
  • They “integrate” with almost everything (what that even means is many things… does that mean it’ll do what you want it to do? questionable), they have help docs, an included community platform even.
  • Working on customer queries from Gmail was exactly what we needed.

Moreover, it is one of the most powerful alternatives to Zendesk that fits all sizes of businesses. LiveAgent is primarily a help desk solution and a free Zendesk alternative that concentrates on assisting businesses in streamlining the processes of ticket intake and service provision. Salesforce Service Cloud, as you can expect from its name, is an offering of Salesforce CRM. It’s a customer service platform that is highly customizable and easy to use for both end users and support engineers. Oracle Fusion Service is a highly customizable customer service software that offers a wide range of capabilities. It is easy to use, with a high level of flexibility for customizing workflows and workspaces to fit your business processes, user needs, and customer experiences.

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So, for some small businesses, this may lead to considerable cost reduction. The integrations mentioned above allow you to see and edit order details and process refunds right through the help desk, thus saving you time. Aside from eCommerce integration, Gorgias also integrates well with social media platforms such as Facebook and Instagram. The integration with social media allows you to track conversions coming from those channels. An advanced feature Intercom offers is the in-depth report that the company receives each time a client issue is resolved. This information helps organizations revisit the knowledge base and make changes to help documents as necessary.

  • You can do this by setting rules to do things like automatically assign, close & tag conversations, mark conversations as priority etc.
  • Top Zendesk alternative for businesses looking to deliver top-notch customer support with efficiency and ease.
  • All three features help you to demystify product and customer issues, gain much-needed context into support tickets and cut support time in half while keeping your CSAT scores high.
  • If you’re looking for the answer to these questions, you’ve come to the right place.
  • Its integration with Shopify is very surface-level – you can view customer details and user actions but you can’t modify orders from the dashboard.
  • Intercom and Help Scout have been two of the most popular customer communications platforms for years, but they’ve always had different focuses.

The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout. They have similar features, but Intercom has lots of features and tools that better integrate each other. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. Therefore, to gauge if your chosen help desk is effective or not, you use analytics. In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more.

Company’s Address

In 2014, they acquired Zopim, a Singapore based live chat company. The tool was later integrated with Zendesk, making it more robust. Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations. Formerly known as Insights, Zendesk now uses Explore to provide analytics to help businesses tailor their services to increase customer satisfaction. Intercom has Articles as a knowledge base solution for self-support, as well as internal support.

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All three features help you to demystify product and customer issues, gain much-needed context into support tickets and cut support time in half while keeping your CSAT scores high. Giving support teams easy access to relevant contextual data creates better, more human customer service. Users in each tool can leave private notes within conversations or @mention colleagues when their assistance is required. However, some of Intercom’s features, like teams, are restricted to higher-tiered plans. Help Scout offers teams functionality on our Plus plan, and we also offer additional collaborative features like collision detection and the light user role.

Zendesk vs. Freshdesk: A Comparative Review of User Experiences

The friendly user interface is what’s most appealing and wonderful to use. The Zendesk SMB pricing plan is 3x times the price of Trengo’s best value plan. We hope this list will help you choose the right help desk platform for your needs. Do share your thoughts about it in the comments, and if you like it, also share it on your social media channels (because that’s what encourages us to create more such content). Gorgias has a best-in-class Shopify integration (our recommended eCommerce platform).


Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Lots of users complain that metadialog.com Intercom support is not available most of the time, so you’re forced to repeat your question over and over again to a bot. And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away.

User Resources

Calendly is a web-based booking tool that allows you to manage your appointments online. Calendly integrates with Intercom to help you keep track of your customers and their upcoming bookings. Another drawback is that you can’t call users directly through Intercom.

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Its unlimited seats on the $99/month plan make it an attractive option for growing teams that need a scalable solution without incurring additional costs per agent. Gist offers a range of features, such as live chat, email marketing, and a knowledge base, allowing your team to effectively support and engage with your customers. CheckMarket is a web-based survey tool designed for enterprises to gather valuable insights from customers. It offers a wide range of features to create surveys and analyze the results.

Zendesk Agent Dashboard

Lastly, they’re both not the easiest to figure out and have pricing plans that might be too expensive for some stores, especially ones smaller sized or earlier in their journey. And features like ticket assignment, private notes, mentions, and tags help you do just that. On the other hand, Intercom supports Shopify, WooCommerce, and Squarespace. However, it doesn’t have integrations with  Magento and BigCommerce. A whopping 95 percent of consumers say that customer service is vital for brand loyalty.

Can you use Intercom as a CRM?

Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.

Trengo is the all-in-one customer service software solution that enables you to make customers happy. Unlike other platforms that charge per seat, Gorgias charges per billable ticket. A billable ticket is a ticket that is responded to by either an agent or a rule.

Customer Outreach and Engagement That Doesn’t Come at a Premium

Gorgias starts at $60/month for 350 tickets + $25 for every additional 100 tickets. The price of additional tickets goes down as you upgrade to higher plans. You may want to check out a complete breakdown of all Gorgias pricing plans to help you choose the best one. Since Gorgias is built specifically for ecommerce, all their integrations will be extremely relevant to your business. It’s also worth noting that since Intercom has an Open API you can easily integrate it with your own product, tech stack, or other tools. Gorgias comes with four pricing plans; the lowest one starts at $60/month.

zendesk vs intercom functionality

It can automatically suggest your customer relevant articles reducing the workload for your support agents. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere. So it will transmit the live data on the users and what they are doing in your app.

Does Intercom have ticketing?

Tickets are fully integrated into the Intercom support solution. Tickets work in Inbox automation rules to route to the right team, update ticket states, and more. Inbox views can be set up for any team to monitor and manage their tickets.