Intercom vs Zendesk Why HubSpot is the Best Alternative

Zendesk provides an integrated on-demand helpdesk – customer support portal solution based on the latest Web 2.0 technologies and design philosophies. The product has an elegant, minimalist design implemented in Ruby on Rails and provide… The platform offers Zendesk Talk as its call center solution to keep up with other help desks.

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. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process.

Why should I choose Zendesk over Intercom?

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. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one zendesk vs intercom of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. It doesn’t require a team of administrators to manage and its toolset is robust without being complex. Zendesk’s tried and true approach to ticketing is both familiar and effective.

Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems.

Reactive ticketing

It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes.

• Thus, the inbox is used to refer tickets to other agents who can solve them.
• As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software.
• Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers.
• However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.
• If you don’t plan on building a huge enterprise just yet, we have to give the edge to Zendesk when it comes to flexible pricing options.
• These capabilities enable businesses to streamline their sales processes, prioritize leads effectively, and manage their sales pipelines with greater efficiency and precision.

Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

For an area of focus as critical as customer support, it can mean the difference between a satisfied customer and a lost account. If your company is looking for customer support software, you have likely heard of Intercom and Zendesk. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom.

Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs.

What are customers saying?

Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities. At the same time, they both provide great and easy user onboarding. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days.

The free Intercom Platform lets you see who your customers are and what they do in your workspace. It has very limited customization options in comparison to its competitors. Adopting an internal ticketing system in 2023 is crucial for streamlining internal workflows, ensuring timely responses, and enhancing overall organizational efficiency…. 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.