Compare Zendesk vs Intercom for Ecomm Businesses

However, it is worth mentioning that Gladly is similar to Zendesk in that the learning curve is steep, and some companies decide against it for that reason. The help desk interface looks similar to an older version of Gmail and is useful for metadialog.com receiving and handling customer requests. It is important to note that the only communication channel included in cheaper packages is email. So, if you want to use social media or other channels, then you will need to upgrade your plan.

Another important thing you should consider is how well your future customer service software solution integrates with third-party applications. The chance is you already know about a handful of integrations you’ll definitely need. For example, if you’re working in eCommerce, you’ll probably benefit from having a Shopify integration. Or if you’re planning on running a call center, Twilio comes in handy. Look for Zendesk alternative that let you integrate most, if not all, of the third-party apps you need to smoothly run your contact center.

Crisp, the fast-growing Customer Service software

Try out mParticle and see how to integrate and orchestrate customer data the right way for your business. Search our comprehensive Knowledge Base to answer any question you might have about our products. See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%. Proactive tools help your team solve problems before customers reach out, with minimal effort.

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. So if you are using a CRM from any of these vendors, we’d suggest that you choose your customer support software solution too from the same company. If you feel you can create a better system by combining CRM and Help Desk solutions of different companies, go for it. Kustomer is a CRM and help desk software solution that allows you to view a complete profile of each customer and update multiple systems simultaneously.

Data Change Request –

All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users.

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. Zendesk chat vs Intercom offers similar chat features but still has a couple of differences. In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities. It’s modern, it’s smooth, it looks great and it has so many advanced features.

Pricing plans: Zendesk vs. Intercom

Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel.

Zendesk’s development team is hard at work, adding frequent updates and improving the software’s functionalities. Despite their efforts, these updates can go unnoticed by customers, resulting in confusion, a flood of support tickets, and lost time for Zendesk’s clients, customer support agents, and IT teams alike. With its wide range of features including ticketing and knowledge management, Zendesk is a big hitter in the customer service industry. Qpien’s LiveChat offers businesses solutions for e-commerce sites.

Categories where Zendesk and Intercom compete

If you’re a sales-oriented corporation, go with Intercom for its automation options. Both tools can be quite heavy on your budget, since they’re mainly targeting big enterprises and don’t offer their full toolset at an affordable price. It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. This method helps offer more personalized support as well as get faster response and resolution times. Zendesk wins the major category of help desk and ticketing system software.

• This means that you don’t have to rely solely on the features and functions that Intercom provides — you can add new features, functions, and integrations to the platform as well.
• And in this post, we will analyze two popular names in the SaaS industry – Intercom & Zendesk.
• This makes things more complicated for both parties involved, and it’s not an efficient use of time or resources if you need to solve complex technical issues.
• There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others.
• The marketing has been quite good, despite what was a confusing product set.
• However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store.

It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools.

Why Zendesk is the best alternative to Intercom

As someone that believes in using the best tool for the job + integration, over an “all-in-one solution” approach, I’m quite passionate about the software stack that we use. Replace Zendesk completely with a help desk that’s built for speed. Easy to use UI and customer context helps agents resolve faster without switching tabs.

Both of these platforms provide different packages, features, and benefits that may help your team delight your customers and aid in your team’s success. 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. HubSpot Service Hub is a cloud-based customer service platform that aims to simplify the process related to customer support.

– Measure your team’s performance with Team Reporting

Therefore, businesses that have small customer service teams and are on a budget, will struggle with Zendesk’s high pricing. ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful. No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels. On the other hand, if your business requires a more holistic approach to customer experience, Intercom is the top choice. It excels in providing a seamless customer journey through live chat, email marketing, surveys, and bots. By integrating multiple touchpoints and communication channels, Intercom ensures that your customers receive personalized and timely support throughout their entire experience with your brand.