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Zendesk vs Intercom: Which is better? 2023

Category:AI News

Intercom vs Zendesk Why HubSpot is the Best Alternative

zendesk vs. intercom

When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. Whatever you think of Intercom’s design and general user experience, you can’t deny that it outperforms all of its competitors. Everything, from the tools to the website, reflects their meticulous attention to detail. 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. It can be classified as a chatbox for average users, just like the ones found on a variety of websites. The user experience is similar to that of a Facebook Messenger chat.

zendesk vs. intercom

Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. While in Intercom, advanced chatbots, a modern and well-developed chat widget, email marketing services, product demonstrations, and in-app messaging all contribute to a better customer experience. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges.

Zendesk customers have spoken

Learn how top CX leaders are scaling personalized customer service at their companies. Both Zendesk and HubSpot can get pricey as you combine products, but HubSpot is often more expensive than Zendesk, perhaps because it combines three hubs. To determine which is cheaper, highlight your needs and check out what the necessary tools will cost you. Meanwhile, remember that HubSpot allows you to benefit from its free version, whereas there’s no such option on Zendesk. We recommend using the available 14-day free trials to get a feel for which one of these two CRM tools best suits your business needs.

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. Based on verified reviews from real users in the Social Customer Service Applications market. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services.

Zendesk vs. Intercom features

While Zendesk features are plenty, someone using it for the first time can find it overwhelming. Intercom has a community forum where users can engage with each other and gain insights from their experiences. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers.

zendesk vs. intercom

For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Because Intercom started as a live chat service, its messenger functionality is very robust.

Intercom or Zendesk: Chatbot features

Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. While both Zendesk zendesk vs. intercom and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first.

zendesk vs. intercom

And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

Is HubSpot cheaper than Zendesk?

Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. Check out the research-backed comparison below to better understand how each solution can add value to your organization.

zendesk vs. intercom

You can use it for customer support, but that’s not its core strength. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible.

Automation

It enables them to engage with visitors who are genuinely interested in their services. You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. Which means it’s rather a customer relationship management platform than anything else.

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This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Intercom isn’t as great with sales, but it allows for better communication. With Intercom, you can keep track of your customers and what they do on your website in real time.

“The Zendesk Suite” (Chat + Support + Guide + Talk)

There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system. For Intercom’s pricing plan, on the other hand, there is much less information on their website.

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So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. Zendesk’s customer support is also very fast, though their live chat is only available for registered users. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. Basically, provides you with a knowledge base to create, organize, and store the articles that answer your customers’ questions.

zendesk vs. intercom

This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. They have a dedicated help section that provides instructions on how to set up and effectively use Intercom. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering.


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