The 13 Best Intercom Alternatives for Customer Support in 2023

zendesk vs intercom vs

Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. 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. You can use it for customer support, but that’s not its core strength. If someone has a question, they wanna talk to someone on the sales team, and then their messages.

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Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization. The ability to see the customer’s e-mail address in dialog mode instead of looking through a form would be a useful feature as well — in this regard, it would be wise to take some notes from Intercom. The comparison of several popular chat services for your website. In terms of pricing, Intercom is considered one of the hardest on your pocket.

Knowledge Base Solutions

If you’re traveling or not in front of the laptop, you can’t respond to customer queries. And every question is a lost opportunity to make a sale or to delight an existing customer. You can do this by setting rules to do things like automatically assign, close & tag conversations, mark conversations as priority etc. Just knowing the differences isn’t enough to make an informed decision, is it?

zendesk vs intercom vs

Formerly known as Insights, Zendesk now uses Explore to provide analytics to help businesses tailor their services to increase customer satisfaction. Opposing Intercom vs. Zendesk inbox tools is a bit complicated. Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat.

Apps Discussed

It was later when they started adding all kinds of other tools. Like when they bought out the Zopim live chat and integrated it with their toolset. This is a positive for both platforms, as it means you can utilise customer data to provide contextual and relevant information. This means from the perspective of providing a comprehensive all-in-one solution, HubSpot takes the edge over Zendesk, as it’s been specifically designed to provide a seamless end-to-end experience.

zendesk vs intercom vs

Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers. There are even instances where customers don’t receive the first response in more than seven days. That can be frustrating and encourage many to leave the brand.

Knowledge base

HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time. 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.

Previous conversations and progress will all follow them around, making it easier for you to help your customers no matter where they are. Zendesk Chat allows you to reach out to your customers in real-time. Rather than waiting for a customer to start a conversation with you, you can initiate it if you think the customer needs some help. For example, you can have Zendesk Chat analyze how long someone is on your checkout page, and once it hits a certain limit, start a conversation with them to see if they need assistance. Finally, if you want even more advanced features, you can upgrade to their Premium package. However, do take note that this comes with custom pricing, so you will need to contact them to learn more.

Intercom User Assistance and Support

The Intercom Platform shows you who your customers are and what they do in your web or mobile app, for free. We’ve taken great pride in providing exceptional service for almost a decade now. Our agents go above and beyond in helping our customers get the most out of Enchant. Each customer request is answered by qualified and knowledgeable agents to ensure that every customer receives high quality service.

  • In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.
  • There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights.
  • The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.
  • 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.
  • In addition to all of the above, you can create separate inboxes for different teams and set user roles & permissions on both Gorgias and Intercom.
  • It is the first messaging platform based on customer behavior, enabling SaaS companies to communicate with their customers through chat and email.

Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on. We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases.


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. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Zendesk’s Admin Center provides tools that automate agent ticket workflows. 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. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications.

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Both Gorgias and Intercom rival in features, and both have thousands of customers worldwide using the tool to manage their customer service. If you’re choosing between them, you’re already on the right track. Gorgias typically takes about a week to install and doesn’t need development resources like Zendesk might require. Zendesk is feature rich, but there is a steeper learning curve than Gorgias. Because of the intuitive UI, users of Gorgias reported shorter ‘nesting periods’ (the amount of time it takes an agent to fully ramp up on the tool and role).

Other alternatives to Intercom

It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. This method helps offer more personalized support as well as get faster response and resolution times. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences.

zendesk vs intercom vs

Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. One important part of creating an amazing customer experience is remembering your customers, what they’ve bought from you, and any previous issues they’ve had. With an easy-to-use interface and a number of support-centric features that can help with all kinds of use cases, Help Scout is an affordable option that your growing team can quickly get up and running. So with that, you’re in good company, and if you’ve used any of the above services and have reached out to their support team, I’m sure you’ll know exactly what I’m talking about. As someone that believes in using the best tool for the job + integration, over an “all-in-one solution” approach, I’m quite passionate about the software stack that we use.

Zendesk vs intercom Features And Pricing

Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. Since August 2016 a new version of the agent/admin interface of Zendesk is available, with a more clean and modern design. You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch.

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The critical user review displayed is selected from the most helpful 1,2 or 3 star review. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself.

zendesk vs intercom vs

Is Zendesk better than Intercom?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.