10 Best Intercom Alternatives & Competitors for Seamless Support

zendesk chat vs intercom

As any free tool, the functionalities there are quite limited, but nevertheless. If you’re a really small business or a startup, you can benefit big time from such free tools. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams. It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. For instance, a customer inquiry about product availability can trigger an automated response providing real-time stock information within Zendesk. While Intercom does incorporate automated responses via chatbots, it doesn’t exhibit the same level of sophistication and versatility in its automation capabilities as Zendesk.

The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series.

Is there a better Collaboration software than Intercom?

Unlock your customer experience (CX) potential with the best customer service software. Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS. Proactive support means fewer questions for your team and much happier customers. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot.

Each message will have identifiers so that they will be easy to recognize at a glance. As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction. As well as Intercom, it allows sharing of private notes with other support agents. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. Advanced AI powers Ortto’s next-generation live chat tool, Talk, which lets businesses leverage insights from their customer data platform to provide truly personalized conversations at scale.

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Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. 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. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options.

zendesk chat vs intercom

Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. It works by applying both thematic analysis and sentiment analysis to your data. This enables you to capture deep customer insights without laborious manual coding.

Conversational AI Statistics You Can’t Ignore

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. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.

zendesk chat vs intercom

Both Zendesk and Intercom are quite popular and have a comparable set of features. While deciding which one you would want for your organization, it is important to think about the features that are important to you and the pricing that works out for your specific needs. However, it is important to remember that either of the apps may not perfectly fit your needs. In such cases, it is a good idea to choose the best fit and then maximize its functionality using integration with other useful applications.

If you are an online store with a custom plan, you can get your AI bot to analyze customer requests and learn from previous behavior. You are provided live agent support 24/7 for 365 days at $1/ hour. The best part here is the business model allows for the Tawk API features to be 100% free, with no hidden agendas. As the saying goes, Just as one size doesn’t fit all, it is important to choose the right tool that suits the specific needs of your business.

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