Looking for a Zendesk Alternative? Check Out Intercom + LTVplus

It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either. Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department. Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves. However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place.

• On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client.
• Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.
• You can leverage chatbots to handle basic customer queries and reduce the burden on your support team.
• The ease of navigating a Gorgias designed FAQ page vs an in-house HTML version is night and day, and companies should see a drop in the number of tickets per order when they implement this feature.
• Your sales team can also collaborate with this plan, manage ongoing projects and assign tasks with the Smart List feature.
• The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.

But because of its live chat and custom chatbot tools, we wanted to include them on this list as an alternative your business may want to consider. Zoho Desk is a support-focused offering from the Zoho suite of tools. Zoho CRM is a popular sales tool, making its help desk software an ideal solution for sales-centric teams who can benefit from the entire suite of tools. Another great add-on that ClickDesk offers is the ability to integrate your social media tools with live chat, helping to increase followers and engagement from your website. Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams. With its WordPress plugin or JavaScript code, Tidio boasts that teams can easily get started within five minutes.

Inability to provide an omnichannel experience

From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. 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.

• Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack.
• Considering its affordable pricing, ProProfs can be a great option for small to medium-scale businesses.
• 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.
• Enchant, on the other hand, is made for small and medium businesses.
• And every question is a lost opportunity to make a sale or to delight an existing customer.
• Help desk SaaS is how you manage general customer communication and for handling customer questions.

So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into their messenger. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics.

Tawkto vs HubSpot Service Hub

Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials.

However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. Knowledge Base is one of the self-service sections that includes articles or documents providing technical help to customers and employees. To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair. Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information.

Is Zendesk better than Intercom? Our final points

A complete set of customer service management offerings to help you create human relationships with your customers. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually.

In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento. Before we begin to break down the similarities and differences, let me share a brief overview of both the tools to set the context. We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an unbiased analysis while comparing the two tools.

Intercom or Zendesk: Help desk and ticketing

Your business is unique and that’s what’s going to make you grow. But in order to stay unique, you need software solutions that are flexible to your needs. The Service Hub offers customisation without complexity, making it easy for anyone to adapt the tools to suit their needs. You can customise objects, records, surveys, dashboards and more as you move into the higher tiers of the product. Another element that’s key to helping ease burgeoning workloads is letting your customers self-serve.

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 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. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. But if you really want to enjoy Intercom’s advanced functionality, prepare to pay at least $499/mo (that’s supposedly the starting price for their premium subscription plans).

Zendesk VS. Intercom for Customer Support: Pricing

These come at affordable pricing, starting at $24 per month, with plans to satisfy small and enterprise customers. You can try our tool by signing up here for free; no credit cards are required. Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork.

Your Zendesk articles will be converted into Intercom articles. There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. Fuelius is a growth marketing agency that removes friction points and connects the dots across the buyer journey through metadialog.com powerful platforms, clever strategy and advanced implementation. We import thousands of tickets into our AI engine and use regressive models to help identify why customers contact you. This is a great foundational step for setting up your tech stack with the right objectives.