According to G2, there are 233 companies in the category of Customer Self-Service Software  (CCM solutions) and Capterra shows 759 products under Customer Engagement Software category. And among those hundreds there are solutions that can stand by Intercom in terms of functionality and affordability. When Zendesk emerged, it was seen as a strongly functional provider with many features, whereas Freshdesk was a more economical substitute created in response to rising Zendesk prices. Yet, since its inauguration in 2010, Freshdesk has made many strides in improving. Today, when comparing Zendesk vs. Freshdesk, the differences are not so visible.

Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers.

Robust self-service and knowledge management

With its WordPress plugin or JavaScript code, Tidio boasts that teams can easily get started within five minutes. LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost. These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC. It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior.

How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series.

Intercom vs Zendesk: Pricing and Plans

Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes metadialog.com how Zendesk helped Bank Novo boost productivity and streamline service. 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.

You can also find out your users’ satisfaction with Intercom by collecting feedback. There are also integrations for other project management and collaboration tools just like Zendesk. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance.

Support Capacity: Who Can Deliver the Goods?

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. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.

Startup, Pro, and Enterprise plans can be customized with a number of teammates and interactions (All the plans offer unlimited contacts) on top of the one you have included. Even though it is not Intercom’s main focus, there is a lack of UI elements in product tours. They do not give you many options, which means that you can’t use checklists, modals, or any other key UI elements for user onboarding. Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans.

Compare Zendesk Chat (Formerly Zopim) vs

Zoho Desk has a wide array of other integrations designed to connect with the rest of your tech stack. The tool is great for both small and large teams because it is customizable to fit the needs of most businesses. Zoho Desk might be your well-designed customer support tool if you want to see the pricing tiers on a rather reasonable side of the spectrum. You may have heard of Zendesk Chat before since it is their strongest card on the game.

• It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding.
• It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools.
• If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month.
• However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.
• It will really help you get up faster and understand the product deeper, and not waste time.
• I'll dive into their chatbots more later, but their bot automation features are also stronger.

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. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go.

Clear, easy to implement, and user friendly?

Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative. Of course, Intercom’s messaging capabilities also make it easy for clients to connect with agents when necessary. The third factor is the type of customer service you provide which can influence your choice of the best CCM solutions. If you offer customer service via phone, email, and chat, you will need a platform that offers all three options. If you only offer customer service via chat, you will only need a platform that offers chat capabilities. There are solutions out there providing multichannel communication, including also socials.

You can use its editor to effortlessly add images, videos, and call-to-action-buttons, wherever necessary. For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Let us kickstart the comparison with our first parameter- types of users. This section will help us understand whether the software is made for your business or not. While on one hand, you have to scroll through multiple comparison websites, online reviews, etc.

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