Intercom vs Freshdesk Comparison 2024: Which Is Better?

As Zendesk started off solely as a helpdesk and ticketing tool, they have perfected this part of their platform over the years. While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions.

Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

FreshDesk

However, it is possible Intercom’s support is superior at the premium level. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles intercom versus zendesk for agents during business hours to share with clients, reducing your support agents’ workload. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom.

As you can imagine, banking from anywhere requires a flexible, robust customer service experience. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support.

Intercom vs Zendesk: intro

And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing.

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot.

Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations.

It is well designed and easy to use but lacks the advanced features offered by Zendesk. Zendesk aims to improve customer service for all of its clients, building software that exceeds customer expectations and sets support teams up for success. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations.

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This table gives an overview of how Zendesk and HubSpot CRM compare in terms of their offerings. With that being said, it is not too uncommon for some users to disagree with us and prefer Intercom. Sales and CRM integrations are Salesforce, Hubspot, Aircall, and Google Calendar. When you compare the similarities and differences regarding ease of use between these two support management systems, you have to call it a draw. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.

It also allows them to connect with third-party partners to maximize their service efficiency. 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.

Features: Zendesk vs Intercom

It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance. A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business.

• HubSpot’s reporting and analytics tools are basic, with only five service analytics reports and dashboards available.
• Freshdesk also has a nice default analytics dashboard on all their plans, showing you ticket volume trends.
• Intercom does regular reporting on conversation volume, and you also get reporting drill-downs.
• In short, Zendesk is perfect for large companies looking to streamline their customer support process; Intercom is great for smaller companies looking for advanced customer service features.
• Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools.

Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. 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. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability.

Zendesk vs Intercom Comparison 2024: Which One Is Better?

Zendesk’s security features and sales capabilities are known as some of the most advanced in the industry. Zendesk was released in 2007, starting off as a support ticket tool for customer service teams. Since then, it has evolved into a complete customer relationship management (CRM) solution focused on streamlining and improving communication. With over 30,000 clients worldwide and offices in San Francisco, Chicago, London, Dublin, and Sydney, Intercom is a world-class product compatible with any website or web-based application. It provides a one-stop solution for your customer communication needs, with advanced features such as targeted content, behavior-driven messaging, and predictive responses. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it.

• Real-time analytics are displayed on a live feed, providing necessary information on your dashboard and broadcasting it to your support agents.
• Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs.
• So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds.

Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs.

This is because it can deliver value at every stage of the customer lifecycle, regardless of the nature of your business. Intercom’s email marketing service, especially when combined with their in-app messages and live chat, provides a powerful solution for interacting with your customers. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard. For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users.

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. Zendesk and HubSpot have pros and cons, so either can be better for you, depending on your business needs. For example, while HubSpot boasts comprehensive customer relationship management features, Zendesk is famous for its customer service efficiency. There’s no reason to leave your customer support and help desk department at the office when there are fantastic mobile apps. The Growth plan is $15, the Pro plan is $49, and the Enterprise plan is $79, all per agent per month billed annually.

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. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload.