Zendesk Chat vs Intercom Comparison

intercom and zendesk

As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Customer support agents may only tag a support ticket with one or two general topics.


Integration with popular apps like JIRA and Slack further enhances its capabilities. Businesses can’t afford to waste their time and money on live chat platforms that don’t function as they want. Ortto’s Talk was built to address the limitations of existing platforms, offering a powerful alternative that leverages data and Ortto’s advanced AI. This means businesses can efficiently engage in conversations at scale, providing a better experience for prospective and current customers to drive conversions and loyalty.

Best Practices for Intercom and Zendesk Integration on Appy Pie Connect

With this integration, Intercom customers can access Clearbit’s suite of APIs to enrich their customer profiles with additional information such as job title, company size, and industry. This allows them to better segment their audiences and target their messaging more effectively. AzureDesk also offers customer support teams to create a knowledge base to help with enabling customers to find answers on their own.

Digital Customer Service Platform Market Size in 2023 To 2029 Zendesk, Zoho Corporation, Intercom, HubSpot, – openPR

Digital Customer Service Platform Market Size in 2023 To 2029 Zendesk, Zoho Corporation, Intercom, HubSpot,.

Posted: Mon, 12 Jun 2023 09:55:53 GMT [source]

Another cloud-based customer service ticketing system, HubSpot Service Hub aims to simplify processes related to managing customer queries and enhancing client engagement for all-sized businesses. Users can easily connect with their customers through live chat, conversational bots, one-to-one communication, canned responses, etc. Overall, Appy Pie Connect powered by AI offers a user-friendly interface and affordable pricing plans, with a wide range of app integrations and multi-step integrations.

How to add Zendesk widgets to Refined sites

You keep having to get around their bugs, which you can, it is just annoying. Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively. Help Desk Migration service fulfills to upmost security principles, providing utmost greatest security for your records.

  • Typically manual tagging is done by support agents who already deal with large daily volumes of chat and support tickets.
  • Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits.
  • You can either track your performance on a pre-built dashboard or customize and build one for yourself.
  • That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action.
  • You can create new articles in a simple intuitive WYSIWYG text editor, divide them by categories and sections and customize it with your custom themes.
  • Zendesk supports teams that can then field these issues from a nice unified dashboard.

We provide convenient filtering for errors, warnings or logs so you can find what you’re looking for quickly. When a support ticket comes in, an agent can quickly review recordings of that user’s latest sessions to metadialog.com see exactly what went wrong. Then, if the issue is too complex to solve over chat or email, they can initiate a call with a user directly in their app, take control of their screen and solve the problem themselves.


Here at Thematic we’re always working on new features to help you improve your customer experience analytics. Users can now combine Zendesk and Intercom with the analytical power of Thematic. This makes it easier than ever to get actionable insights from your chat data.If you’d like to see Thematic in action, you can reach out by booking a demo, and we will demo the analysis of your own data. Zendesk users can track quantitative metrics like agent performance and ticket volumes.

intercom and zendesk

We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. 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. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place.

No level 2 and 3 three customer support

For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket.

intercom and zendesk

The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. Ticket routing helps to send the ticket to the best support team agent. For Intercom’s pricing plan, on the other hand, there is much less information on their website. There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk. When performing the synchronization periodically, Skyvia does not load all the data each time.

Intercom and Zendesk Integration

IFTTT is a good option for simple one-step integrations and has a mobile app interface. Workato and Tray.io offer more advanced features for complex integrations, with flexible pricing plans based on usage and features. Ultimately, the best integration tool for you will depend on your specific needs and requirements. Zendesk directly competes with Intercom when it comes to integrations.

Social Customer Service Applications Market Size [2023-2029 … – The Bowman Extra

Social Customer Service Applications Market Size [2023-2029 ….

Posted: Mon, 12 Jun 2023 08:46:37 GMT [source]

Creating a perfect code frame is hard, but thematic analysis software makes the process much easier. Once you address the issue, trends analysis in Thematic will be able to show the declining volume over time. Let’s take a look at the current analytical capabilities of both Zendesk & Intercom. By considering the factors mentioned above, you can narrow down your choices and select the ideal Zendesk competitor that aligns with your business requirements and goals.


Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Zendesk is one of the most widely known help desk tools out there. Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style.

  • Whichever solution you choose, mParticle can help integrate your data.
  • A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another.
  • With the Productboard app for Intercom, you can capture valuable product feedback in Intercom and then send it to a centralized repository where it is easier to organize, glean insights from and implement i.
  • The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.
  • Integration with popular apps like JIRA and Slack further enhances its capabilities.
  • When a support ticket comes in, an agent can quickly review recordings of that user’s latest sessions to see exactly what went wrong.

Is Zendesk and Intercom the same?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.

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