Zendesk vs Freshdesk: A Comparative Review of User Experiences

Our plans range from Suite Team ($49/month per user when billed annually) all the way up to Suite Enterprise ($150/month per user when billed annually). And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision. The customer service industry is constantly evolving, and businesses need to stay on top of the latest trends and tools in order to provide exceptional service. Zendesk Overview is one such tool that can help take your customer support to the next level.

• On the other hand, Enchant was built for the needs of small and medium business.
• In this article, we’ve put together some of the best customer support software available for 2023.
• Helpjuice is one of the most well-known independent knowledge base tools on the market.
• As your business grows, you can upgrade to their paid plans to unlock advanced features like chatbots and integrations.
• With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language.
• It delivers a multi-channel support system with customer service automation.

The free Intercom Platform lets you see who your customers are and what they do in your workspace. As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses.

Zendesk vs Intercom vs ProProfs: In-Depth Feature & Price Comparison

You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category.

The compared vendors share a strategy of delivering their services as either separate add-ons or all-in-one tools. Handling customer support on various platforms and meeting escalating customer expectations can pose a significant challenge for customer service teams. To address this problem, many businesses utilize a customer support software solution. These tools simplify support operations, improve response times, and enhance customer satisfaction. Sugar Serve is a cloud-based customer engagement and support solution designed to deliver personalized customer experiences seamlessly integrated with SugarCRM.

Discover how Zendesk compare with HubSpot Service Hub

You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. Intercom lets businesses send their customers targeted in-app messages.

The dashboard’s left-hand column organizes and sorts all tickets by urgency. When an agent clicks on a conversation, the full conversation history populates the middle screen. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Agents can use the desktop chatbox to respond to customers in any outbound channel.

Migrating in from Zendesk? We can import your data

Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data.

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• Integrate your apps, data, and channels into the same tool you use to message your customers.
• Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously.
• What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.
• Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner.
• This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features.

You are able to edit Shopify orders and refund payments directly from the platform (with one major drawback – see what we don’t like below). The entire customer order history will also display in the right-hand pane. Speaking with a high LTV customer who has spent over $1k with your business? It has very limited customization options in comparison to its competitors.

Access to 24×7 Support for Free

The only advantage it has over other Zendesk alternatives in this article is that it can be self-hosted. They have advanced compliance levels like HIPAA for serious B2C clients like doctors but no SLAs and priority levels for B2B clients. Jitbit integrates with popular third-party applications like Slack and Salesforce so you can easily sync information between the two platforms. And their customer support is top-notch—you can always rely on their team of knowledgeable professionals to answer any questions or concerns. Happyfox does have features in their ticketing system well-built with things such as SLAs being considered unlike other alternatives to Zendesk we’ve seen so far.

• You can also find out your users’ satisfaction with Intercom by collecting feedback.
• Since everything is based around this email service provider, new users do not even require training.
• This is fine, as not every customer support team wants to be so available on the phone.
• Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management.
• Though both companies offer chat functionality, the implementation and philosophy around the service differ.
• If you want to meet these requirements, you must have a niche and your product must solve a very critical problem for investors to believe in your product enough to invest more than $1 million.

Intercom calculates the price based on the number of seats (users) you request. Depending on the seat type (subscription plan), users get access to different features. For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans. Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them.

Intercom vs Zendesk: Feature Comparison

While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities. So it will transmit the live data on the users and what they are doing in your app. This option is useful for those who are looking for a smooth switch from Zendesk to Intercom.

Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. 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. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom.

Deliver personalized support without the tickets

He graduated from Bogazici University as a computer engineer and holds an MBA from Columbia Business School. Data gathering is fine and all, but you can only make sales when you reach out to customers. With it, you can create distribution lists and send email newsletters to your customers with ease. 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). LiveAgent also gamifies the process of providing customer service, allowing agents to earn “badges” for completing certain customer-related tasks as needed. This enables organizations to identify top performers – and also to determine where extra training may be necessary for some.

If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money.

Email integration

If you own a small business, Zendesk and intercom do the same thing. But Zendesk UI is pretty straightforward, so if you need an uncomplicated system to help customers, collaborate and manage projects; choose Zendesk. You can also create a product tour guide to help new customers understand your product.

When you return to the office, you can use the live chat to respond to your customer’s issues. There is also a help center where customers’ requests can be seen by support staff. You can acquire new customers, retain existing customers, and provide quality customer support with Enterprise Plan with Zendesk or Intercom. It’s hard to give premium customer support metadialog.com manually, that’s what customer support software like Zendesk or Intercom does for you. They also do way more than customer support, you can use them for team collaboration, project management, marketing, and sales. So if you are using a CRM from any of these vendors, we’d suggest that you choose your customer support software solution too from the same company.

Experience firsthand how our software can transform your customer support strategy and drive overall business success. HubSpot Service Hub is a comprehensive customer service platform designed to help you provide exceptional customer experiences. It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries.

Many businesses find Help Scout to be a complete customer service software that takes both the agent and customer experience into consideration. Another thing that makes Help Scout so attractive is that there is a refined feature set and intuitive interface that make the system simple to use. In fact, most companies have this system up and running within just a few hours, and many users have the program mastered within one week. Zendesk is always a good option for businesses with its rich integrations, self-service tools, voice search, and reporting capabilities.

Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history. But Intercom’s friendliness for growing companies is something you can’t afford to ignore. If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Intercom allows visitors to search for and view articles from the messenger widget.