Zendesk vs Intercom: Which Solution to Choose in 2024?
Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world.
These products range from customer communication tools to a fully-fledged CRM. Zendesk boasts incredibly robust sales capabilities and security features. 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.
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Examine the details of data types you can migrate incorporating automation service without extra assistance from tech service reps. In the Response section, you can map data from the Zendesk API response to Conversation or People attributes. This section is crucial for creating automated workflows and can be used to save important information from the API response to a specific attribute, making it easily accessible in future interactions. After setting up the Request, it is important to test it to ensure it creates the correct data in the connected third-party system. To do this, input a Test value such as Message Body, Email, Full_name or Conversation ID and click Test to verify that the Custom Action is properly configured. Yes, you can integrate the Intercom solution into your Zendesk account.
However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion.
Test the Functionality of the Tool
Using multiple CRM solutions can create a great pipeline, but also be a chore to maintain. Once it’s active, any new conversations on Intercom will also create new tickets on Zendesk, keeping both teams and client databases updated no matter where the action happens. 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.
This gives your team the context they need to provide fast and excellent support. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to intercom to zendesk use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users.
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. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. 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.
It guarantees continuous omnichannel support that meets customer expectations. If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account. This will provide live data on who your users are and what they do in your app. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. 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.
Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. There is a simple email integration tool for whatever email provider you regularly use.
- Besides, the prices differ depending on the company’s size and specific needs.
- You can even moderate user content to leverage your customer community.
- Both Zendesk Support and HubSpot Service Hub enable smooth integration with third parties.
- You can even finagle some forecasting by sourcing every agent’s assigned leads.
- Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel.
- I’ll dive into their chatbots more later, but their bot automation features are also stronger.
This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. 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. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. We conform to ethical software practice and would never consider changing or modifying your data during the migration process.
Introducing Zendesk and Intercom
Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted.