Sync Help Center with Zendesk Help Center

Customers increasingly expect to receive fast, convenient, and personalized support. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team.

When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites.

Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication. 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. To sum up this Intercom vs Zendesk battle, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. Just like Zendesk, Intercom also offers its own Operator bot, which will automatically suggest relevant articles to customers right in a chat widget.

Zendesk or Intercom: Email features

Intercom is known for its advanced live chat capabilities, allowing businesses to communicate with their customers in real-time. It offers features like chatbots, targeted messaging, and team collaboration tools. On the other hand, Zendesk provides a comprehensive suite of customer support solutions, including ticketing, knowledge base, and community forums. It also offers integrations with various CRM and marketing automation platforms. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences.

So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Learn how top CX leaders are scaling personalized customer service at their companies. Which platform is “better” depends on the precise requirements and objectives that you have. You’ll have to to grant us with your Zendesk login credentials to be able to carry out the export.

Pricing & Scalability

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. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing zendesk or intercom experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?

Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Most help desk systems offer complementary features such as chat, and knowledge base. For Intercom, it’s the opposite as ticket management appears to be a complementary feature.

Integration

Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. 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. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process.

On the other hand, if you are looking for a feature-rich tool that comes at less than half the cost of Zendesk and Intercom, then ProProfs can be your ideal support partner. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool.

You can foun additiona information about ai customer service and artificial intelligence and NLP. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.

Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business.

ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite.

To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though.

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. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more.

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Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support. Zendesk lets you chat with customers through email, chat, social media, or phone.

Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files. Gorgias seamlessly integrates with powerful e-commerce infrastructures such as Shopify, Bigcommerce, and Magento for easy setup. Similar to Zendesk, Zoho Desk is a universal customer support tool with great integration capabilities and excellent value for money.

These are both still very versatile products, so don’t think you have to get too siloed into a single use case. Find reporting for all articles (including synced articles) in the Articles report. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. HelpScout, Freshdesk, Drift, and LiveChat are some other popular choices. As it is a two-way communication device, intercoms also allow the visitor to answer back to you. Honestly, I was really pleasantly surprised by how responsive the company is.

It’s highly customizable, too, so you can adjust it according to your website or product’s style. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. 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 its messenger. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support.

When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs. Both Zendesk and Intercom have AI capabilities that deserve special mention.

When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option.

• You get a dashboard that makes creating, tracking, and organizing tickets easy.
• Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation.
• Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things.
• When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses.

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. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context.

If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Agents can 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.

Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories. There are many powerful integrations included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier. By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you.

This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. 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.

If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently. One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability.

There is a better user experience with Intercom because the layout is more streamlined. The goal is to make it easier for new users to get around the site and use all of its features without having to go through extra steps. This focus on making things easier for users is meant to make users happier generally and get more people to use the Intercom platform. ProProfs Help Desk is known in the market for its honest, and simple pricing.