Zendesk Support vs Intercom Comparison

In a recent study, 97% of global consumers said customer service is an important factor in their choice of brand. There are several ways you can improve your customer service capabilities, but customers are increasingly looking for and expecting live chat. Reflect on what your goals are and which features are most important to your business. Choosing the right platform is much easier when you know what you’re looking for. Then, it’s simply a case options and seeing what works for your team.

Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. Picking customer service software to run your business is not a decision you make lightly. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier.

Zendesk Offers a More Robust Ticketing System than Intercom

Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. Resolve complex issues more efficiently with tickets designed to keep the conversation going.

We wish some of their great features were offered in multiple plans, but none features overlap among plans. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. Help desk software creates a sort of “virtual front desk” for your business.

Overview of Intercom products

Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk’s chatbot, Answer Bot, automatically answers customer questions asynchronously in up to 40 languages–via any text-based channel. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop.

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