Intercom App Integration with Zendesk Support

If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software.

This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. When you’re managing hundreds or thousands of customer issues daily, you need a streamlined approach in place.

Intercom, on the other hand, lacks key ticketing features that are critical for large firms with a high volume of customer assistance. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. You can foun additiona information about ai customer service and artificial intelligence and NLP. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing.

What Intercom Offers:

Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Intercom has a community forum where users can engage with each other and gain insights from their experiences.

Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams. As a Zendesk user, you’re familiar with tickets – you’ll be able to continue using these in Intercom. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries.

Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently.

Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement.

Intercom Versus Zendesk: Support

Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel.

Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. Agents can intercom and zendesk use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.

That’s why it would be better to review where both the options would be ideal to use. 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.

Reports & Analytics

Intercom is primarily concerned with price on a per-user basis, in contrast to Zendesk, which blends user seats with contact tiers when it comes to pricing. Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. That being said the customer support for both Zendesk and Intercom is lacking. When it comes to the design and simplicity of the software for customer use, Zendesk’s interface is somewhat antiquated and cluttered, especially when it comes to customizing the chat widget.

• The user interface is also highly responsive, making it easy to use on mobile devices.
• Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service.
• Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.
• Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements.
• Customers can feel confident that their data is secure when using either platform.

Knowing how satisfied your customers are is not just valuable; it’s essential. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them.

This feature ensures that users receive the support they need when needed. Intercom was founded in 2011 by Eoghan McCabe, Ciaran Lee, Des Traynor, and David Barrett. Initially, the platform was designed to help businesses communicate with their customers through targeted messaging. However, over the years, Intercom has evolved into a complete customer communication platform with features like live chat, email marketing, and customer support. Intercom offers an integrated knowledge base functionality to its user base.

Businesses should carefully evaluate their requirements and choose the best method for their needs and budget. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. One of the most significant downsides of Intercom is its customer support.

But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing.

Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom.

It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows.

Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Find reporting for all articles (including synced articles) in the Articles report.

You get multiple support channels at no extra cost with over 1000 APIs and integrations. They also offer several other features such as pre-defined responses, custom rules, and customizable online forms. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others.

So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Zendesk’s Suite Team plan (the cheapest plan) costs $49 per user per month.

What is my Zendesk subdomain?

Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.

This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. On the other hand, it’s nearly impossible to foresee how much Intercom will cost at the end of the day. They charge for agent seats and connections, don’t disclose their prices, and package add-ons at a premium. Although the Intercom chat window claims that their team responds within a few hours, user reviews have stated that they had to wait for a few days. While both offer a wide number of integration options, Zendesk wins the top spot in this category.

Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. 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. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo.

Zendesk has a help center that is open to all to find out answers to common questions. Apart from this feature, the customer support options at Zendesk are quite limited. First, you can only talk to the support team if you are a registered user. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics.

Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management.

Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. With simple setup, and handy importers you’ll be up and running in no time, ready to unlock the Support Funnel and deliver fast and personal customer support. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms.

Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. 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.

Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.