Zoho Desk has a wide array of other integrations designed to connect with the rest of your tech stack. The tool is great for both small and large teams because it is customizable to fit the needs of most businesses. Next is the Reporting section, where you will get detailed snapshots of ticketing, agents, customers, self-service, and more.

Zendesk Chat will also integrate with Zoho CRM, which Intercom does not. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Your selection of Zendesk vs Intercom may depend on the size of your company.

Comprehensive reporting and analytics

Having the two presented side by side, which is the best CRM solution? The answer, as with most things in life, is that it depends on your specific needs and ultimate goals. While Intercom offers a “Starter Plan” for very small businesses, metadialog.com the price for larger companies is scaled upward, too. If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats. Zendesk is around the same price for its smallest suite offering.

If you are looking to deflect support requests to self-service options, then Kustomer has no-code chatbots available to help. The only downside to this Zendesk alternative is that it is a bit costly, and pricing can be confusing. Moreover, companies that have customer-centric teams may not like that Kustomer offers so many deflecting requests. Pipedrive is a CRM platform that helps sales teams stay organized and focused on their goals. It allows users to create deals, track activities, and manage contacts all in one place. Pipedrive also offers integrations with other popular tools, such as Intercom, to help streamline processes and increase efficiency.

Zendesk Agent Dashboard

So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now. They’ve been marketing themselves as a messaging platform right from the beginning. From FreshDesk and Sharepoint to HelpScout and Happy Fox, here is our list of the best Zendesk alternatives. Teams waste time, energy, and revenue opportunities when they don’t have what they need in one place.

• That means all you have to do is add the code to your website and enable it right away.
• Sign up for Appy Pie Connect today and start exploring the possibilities of app integration.
• The platform is popular because it offers many options for companies of all sizes and budgets, making it appealing to enterprises and startups.
• It allows you to create custom “zaps” (Zapier’s word for automations) that automate tasks in different apps.
• But if you’re not familiar with them, think of the software as online human resource departments.
• In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations.

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. Intercom is a popular messaging platform that can be used to connect your customers and team members.It’s used by a lot companies as their primary customer support tool. Zoho Desk makes ticket management a breeze for your customer support team by enabling the  tracking and handling of customer requests across channels, brands, products, departments, and more. Omnichannel support ensures accessibility via email, phone, live chat, social media, feedback widgets, web forms, and self-service portals. Limited access to data and generic, generative AI means that businesses are unable to provide their customers with truly personalized communications at scale. Businesses can’t afford to waste their time and money on live chat platforms that don’t function as they want.

How does Intercom fit into customer support workflows?

Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Don’t worry; we’ve analyzed both the products thoroughly for you. After this live chat software comparison, you’ll get a better picture of what’s better for your business.

Intercom features phone support, online support, and a knowledge base. Sugar Serve also includes SugarBPM, a process automation tool that helps automate key service processes and workflows, such as intelligent case routing, custom rules, and notifications. The Active Subscriptions Dashlet displays a list of purchased goods and services, along with subscription statuses, enabling upselling or cross-selling opportunities. Price (Discount offered on annual plans. For proactive agent collision as well as 24/7 email and chat support, you need to start with their Enterprise plan). Best Zendesk alternative for organizations looking for an all-in-one help desk solution with real-time data collection. Intercom’s customer messaging platform focuses on enabling organizations to build authentic relationships with their clients throughout every stage of the sales funnel.

Intercom vs Zendesk: Pricing and Plans

Existing live chat platforms make poor use of AI, forcing customers to interact with a bot that has limited information and provides a  limited set of predetermined options. ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat. This can help support agents to help customers through complex issues that simply don’t translate well via live chat. It also provides customers with yet another way to reach your company based on their support preferences.

• Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.
• 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.
• Fullview augments Intercom’s functionality by giving companies the option of adding cobrowsing, session replays, and customer calling to Intercom.
• The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.
• However, many current chat platforms make it difficult to switch seamlessly between live chat and other channels of communication, resulting in a frustrating, fragmented customer experience.
• 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.

CheckMarket is a web-based survey tool designed for enterprises to gather valuable insights from customers. It offers a wide range of features to create surveys and analyze the results. With CheckMarket, you can easily design surveys with drag-and-drop tools and customize them with various options such as images, videos, and more. The platform also provides powerful analytics to help you make sense of the data collected. CheckMarket integrates with Intercom to enable businesses to send surveys directly from Intercom conversations. This integration allows companies to quickly collect feedback from their customers and use it to improve customer service.

All-on-one CRM Platform

However, do take note that this comes with custom pricing, so you will need to contact them to learn more. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Plecto is a dashboard software that allows you to build customizable dashboards using data that you collect in Intercom. Some of the categories of data you can import and organize into dashboards include comments, average customer reply times and events/activities. The dashboards you build using Plecto also sync up with Intercom, meaning they’re updated in real-time, so you’re always working with accurate information.

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. 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.

Free Tools

Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition.

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.