Zendesk VS Intercom: In-Depth Analysis & Review
Here is what you need to know about multichannel vs omnichannel customer support. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. The support documentation is incredibly lackluster, and it’s often impossible to know which guide to use as they have non-sensical terminology that makes even finding the appropriate guide very difficult.
However, HubSpot‘s interface is not as user friendly as Zendesk’s, and its combined pricing for marketing, sales and service functions is quite expensive and complex. However, it offers a generous free version, allowing you to try its features—something missing in Zendesk. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. They have a dedicated help section that provides instructions on how to set up and effectively use Intercom. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s.
Popular Features
Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution and integrated it with their toolset.
SF-based Zendesk cuts dozens of Calif. managers, 8% of staff – SFGATE
SF-based Zendesk cuts dozens of Calif. managers, 8% of staff.
Posted: Thu, 01 Jun 2023 07:00:00 GMT [source]
A few users also complained of integration issues that caused errors and delayed response times with their clients. However, HubSpot’s customer portal is open only on HubSpot’s Professional and Enterprise plans. We’ve prepared this Zendesk vs. HubSpot guide to show you which CRM is best for your business needs. You’ll see how they compare regarding features such as lead and contact management, marketing and sales automation and reporting and analytics.
Integrations
It is designed for larger enterprises and offers more comprehensive features than Intercom. Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform’s modules include chat support, call center solutions, help desk applications, and knowledge base, so you’ll cover all the bases of efficient customer services. 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.
Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Zendesk also offers various integrations with third-party tools, including CRMs, marketing automation platforms, and analytics tools. Some of the popular integrations include Salesforce, HubSpot, Marketo, and Google Analytics. Zendesk’s integration with these tools allows businesses to track customer interactions, personalize messaging, and automate workflows. Intercom offers a wide range of integrations with various third-party tools, including CRMs, marketing automation platforms, and analytics tools.
This can be a valuable resource for users looking for solutions to specific problems or wanting to learn more about the platform. Intercom also offers a community forum where intercom vs zendesk users can ask questions and get help from other users. Zendesk’s user interface is also modern and user-friendly but with a slightly different design aesthetic than Intercom.
Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. They’ve been marketing themselves as a messaging platform right from the beginning. 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.
What is a ticketing system? (+3 ways companies use them)
This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. 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. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. 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.
