Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. So there is no simple “one click” solution for moving this data. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget.
In the current economic environment, it’s never been more important to know exactly what you’re going to be paying for, before you start paying for it. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses. Chatra’s minimum functionality is really quick and easy to learn. Here are some of the things that our marketing department at Live Typing is especially fond of. However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions.
Categories where Zendesk and Intercom compete
But if you really want to enjoy Intercom’s advanced functionality, prepare to pay at least $499/mo (that’s supposedly the starting price for their premium subscription plans). 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.
What is cheaper than Zendesk?
The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). JitBit's cloud application does not overwhelm you with features.
With industry-leading automation, your team can cut resolution time by 44%. Intercom has more customization features for features like bots, themes, triggers, and funnels. Zendesk, however, has more robust custom reporting capabilities.
Comprehensive reporting and analytics
Customers now expect a more personalized experience, and businesses try to give them the best service possible for their satisfaction. While Zendesk and Freshdesk are known in the customer service industry, it’s also good to know that other alternatives are worth considering. For example, Customerly, the product we build, is an advanced behavioral messaging platform and an exciting option to consider. Add-on features include customizable chatbots, extensive customer satisfaction surveys, and product tours for the chat software. Although these features can be very helpful in providing an enhanced customer experience, they come at a cost.
Then we have mobile push notifications, SMS, same thing, they ask you to provide an SMS provider account, that’ll be something like Twilio. And webhook is really more about integrating with another system. All three of them will help you integrate with other systems, but one of the things you wanna think about is how complex it’s gonna be to set up a specific channel. Is it just a matter of copying and pasting some API keys or something else? Or do you really have to go out of your way and build an entire integration with something else just to be able to send SMS. Keeping an eye on certain brands’ or competitors’ websites and gathering data can provide you with valuable insights on their current focus, but also future steps.
Cost-Friendly Intercom Alternatives in 2023
If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month. The eligibility requirement for this program is also way easier than Intercom’s. Depending on the complexity of the script and the amount of your data, the transfer process can take anywhere from a few hours to several weeks. You should be prepared for this process to take an extended period of time.
- You can’t have more than 5 employees, and your user base must be small; 1000 people reached per month.
- So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them.
- If you’re looking for a Zendesk alternative with robust features that’s easy to use, then HappyFox might be the perfect choice for your business.
- Based on verified reviews from real users in the CRM Customer Engagement Center market.
- Many people like HappyFox because it makes the process easy for everyone.
- The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal.
Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible.
Is Zendesk a chatbot?
1. Zendesk. An AI chatbot's ability to understand and respond to user needs is a key factor when assessing its intelligence, and Zendesk bots deliver on all fronts. They help businesses provide better AI-powered conversational commerce and support.
In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing metadialog.com results as you type your query. The bot also ensures that the customer or employee will find the right article before contacting an agent. Thus, it leaves your team to solve more important customer requests. Still on the fence about customer service and sales SaaS solutions?
Product Tours by Intercom videos
In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times. However, it is possible Intercom’s support is superior at the premium level. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users.
- Use its desktop or mobile app for your team and easily access a number of their features without having a premium plan.
- Zendesk offers a basic plan that is affordable and will suit my needs.
- There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.
- The debate rages between WooCommerce, Shopify, Magento, and BigCommerce for best ecomm platform — we’ll help you find the best one for you.
- Gladly is best suited for support teams that are mature and looking to invest in a high-end tool that focuses on phone support, robust routing, and IVR.
- Intercom allows visitors to search for and view articles from the messenger widget.
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. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. With Zendesk, you can easily sort or filter your tickets using parameters such as date, ticket priority, tags, source, and more.
The Zendesk alternative: modern customer support with Intercom
With Zoho Desk, you can reduce response times and provide better customer support with features like automated ticketing, knowledge base management, self-service portals, and more. As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging. Though, if you compare Zendesk chat vs Intercom, the plugin is a bit hard to use as reviewed by customers. Installing it might take some technical skill and even when installed, could malfunction a bit. It uses artificial intelligence (AI) to assist customers through self-help options or access to the relevant articles before connecting them to your team. And this, undoubtedly, leaves your customer support agents free to solve urgent matters.
One thing unique about Gist is while their base plan starts at $29/mo with 5 users included, their $99/mo plan includes unlimited users making it a perfect and affordable suite for large teams. They have been around for years, are reliable and many large enterprises use them. Not a great internal ticketing suite but amazing for external customer experience. Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins.
Can you use Intercom as a CRM?
Intercom is an excellent first step into the CRM world, and probably extremely suitable for your small startup. Based on personal experience, Intercom is an excellent CRM for startups looking for a solution that is more lean than a full CRM solution like Salesforce.