Switching from Zendesk to Intercom Help Center

Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. Now that customers know how AI can improve their support experience, they’re not willing to wait around for anything less. Customer expectations for customer service have reached an all-time high, with 87% of support teams reporting that customer service expectations have increased in the past year. As a Zendesk Sell user, you’ll get a unified platform with access to everything you need to manage leads and contacts and monitor them through a sales process.

While Zendesk features are plenty, someone using it for the first time can find it overwhelming. Intercom has a community forum where users can engage with each other and gain insights from their experiences. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.

Integrate with Fullview

Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools.

Zendesk Differentiation

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. 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 each of the platforms for your business, so let’s talk money now.

• Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk unifies all of your customer interactions into one platform.
• Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions.
• Zendesk is a customer service software offering a comprehensive solution for managing customer interactions.
• Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability.

But note that there are a few complaints about HubSpot not displaying integrated apps, requiring users to leave the hub to access them. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. But I don’t want to sell their chat tool short as it still has most of necessary features like shortcuts (saved responses), automated triggers and live chat analytics. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality.

Smooth migration. Simple integration.

You can also connect your HubSpot account to email providers such as Gmail and Microsoft 365. However, remember HubSpot’s email send limits, which can hamper high-volume campaigns. HubSpot is known to serve businesses of different sizes, offering basic functionalities and advanced features via various plans.

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. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Reporting intercom and zendesk and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. 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.

Is Zendesk better than HubSpot?

But in case you are in search of something beyond these two, then ProProfs Chat can be an option. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience.

It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication.

Furthermore, there are over 100 languages available within the platform, so language barriers will never be a problem with this customer messaging software. This is because they offer many paid add-ons that allow you to customize their platform to meet the needs of your business. However, Intercom offers more customization when it comes to appearance and layout, while Zendesk limits chat widget functionality for those not using their default theme. When it comes to software integrations, Zendesk has Intercom beat by a significant margin. Zendesk has been around much longer and has a larger customer base, offering compatibility with over 1,000 apps in 15 categories.

While triggers run immediately after a support ticket has been created or updated, automation includes an element of time. These automations save both your agents and customers valuable time and improve the customer experience. Intercom’s helpdesk is complementary to their chat tools, which remain the core feature of their platform. It consolidates customer requests into one inbox and allows agents to leave private notes for each other. It is well designed and easy to use but lacks the advanced features offered by Zendesk.

Zendesk Agent Dashboard

Honestly, when it comes to Zendesk, it is not the most modern tool out there. Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace.