Help Scout vs Zendesk vs. Intercom vs. Front What Help Desk Software Should I Use?

This site does not include all software companies or all available software companies offers. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior. Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements.

By using natural language processing and machine learning, chatbots can understand customer inputs and provide intelligent answers in return. This enables businesses to automate customer service tasks and scale their support operations without needing to hire additional human agents. In a world where customer service and support is a critical factor for success, customer support chatbots have made it easier than ever to provide customers with fast, reliable support. By leveraging automated customer service chatbots, businesses can provide round-the-clock customer support without having to pay human agents to do so.

Customer Service Automation

Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Seamlessly scale from gigabytes to terabytes metadialog.com without worrying about performance or maintenance. Panoply combines a data-warehouse-as-a-service with integrated ETL pipelines in a simple management console that requires no engineering experience. The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them.

• Make sure to look into each offering’s other features in addition to the software’s features and capabilities.
• For one, there are some features that may require add-ons in order to fully take advantage of the platform.
• Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams.
• We have already mentioned several times above how chat tools are one of the main ways that customers can reach out to a help desk or support team, but let us delve deeper into advanced chat widget features.
• The customer service platform helps businesses to personalize users’ experiences to deliver excellent customer service.
• Consolidate every part of the conversation –  including live chat, email, and SMS – in a single inbox.

If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data. Migrating from one platform to another can be a complicated and time-consuming process, especially if you have a lot of data and customizations in your Zendesk account. Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Intercom’s large series of bots obviously run on automations as well.

Improve your productivity automatically. Use Zapier to get your apps working together.

Its features such as automation and responsiveness save teams time and help increase productivity. Gorgias’ multi-channel communication feature and advanced e-commerce solutions have made it an important Zendesk alternative. To summarize, its advanced features have made Intercom one of the most powerful Zendesk alternatives.

• Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.
• From the executives to the analysts, everyone will have the most up-to-date data and the insights they need to drive your business forward.
• This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads.
• If you offer customer service via phone, email, and chat, you will need a platform that offers all three options.
• Finally, with Zendesk Chat you can interact with your customers through multiple channels.
• The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.

Zendesk, on the other hand, only has online support and a knowledge base. Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.

Intercom vs Zendesk

Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries.

Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. The amount of data you have for each object in Zendesk will affect the duration of the transfer process.

Intercom or Zendesk: Integrations and add-ons

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. Almost all of the Zendesk alternatives listed above have a free trial version.

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. Zendesk’s Agent Workspace and Intercom’s Inbox have similar features to convert phone, chat, email, and social media support requests into tickets in a single inbox, making managing and responding to them easier.

Don’t Miss the Top 15 Intercom Alternative Options in 2023

Below, we present the main features, pros, and cons of a popular Zendesk alternative – Intercom. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. 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. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams.

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. Intercom recently ramped up its features to include helpdesk and ticketing functionality.