Who Is the Winner in This Zendesk vs Intercom Showdown?

Rather than communicating through a disjointed tech stack involving multiple tools, everything happens within HubSpot. It’s a no-frills app that can still deliver almost everything you need to manage quality live chat customer support. The demands of customers on your support will be extreme in some cases.

For example, the software’s robustness and advanced functionality can actually be a turnoff for organizations with limited time and resources on hand. For startup companies operating on a budget, Zendesk might simply be too much for them to handle for the time being, while larger companies may end up paying more than they need to for features they don’t use. HubSpot offers a larger number of integrations overall, making it a better choice for businesses that rely heavily on other tools in their tech stack. By integrating your CRM data with marketing, sales, and service information, HubSpot becomes the centralized source of truth for all your data.

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You can also create your own help center so that customers can come up with solutions to their own issues. HubSpot, in contrast, gives teams the ability to see all activities — not just those performed by them or members of their team. This 360-degree view of customer interactions means marketing and sales teams are always aligned, leading to greater collaboration and efficiency.

Whether you’re a business owner, a marketer, or a sales professional, this blog will be your guide to choosing the perfect platform for enhancing customer engagement. Brace yourself for an epic showdown as we compare HubSpot and Intercom, unlocking the secrets to better customer relationships. We know that Zendesk customers spend, on average, $500 on Zendesk products every month (tip #1). By combining that with a hypothetical 2% conversion rate and Zendesk is adding $75,000 to their MRR every month.

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Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He’s passionate about helping companies to succeed with marketing and business development tips. This website is using a security service to protect itself from online attacks.

Zendesk provides a wide range of customer support features, and its pricing is more affordable compared to Intercom. However, it may not have all the advanced marketing features offered by Intercom. Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications.

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It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need. Our data migration capabilities make transferring your data and conversation history from your current tool into Help Scout a snap. Check out the chart below to learn what your team can get from each company for approximately $80 USD per month. Though Intercom has a Surveys product, it’s an additional $49 per month. This is why — outside of asking a customer for their email so a real person can follow up with them — you won’t find a bot on Help Scout’s platform. While not as well known as Intercom’s Messenger, Help Scout’s widget, Beacon, is no slouch.

Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest. Since Zendesk’s inception, its ticketing system has remained the best in the business. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience.

It’s time to have real conversations with your customers

For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style. So when it comes to chatting features, the choice is not really Intercom vs Zendesk.

While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

Zendesk vs Intercom vs ProProfs: Interface

Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.

Integrating your existing CRM, customer data platform (CDP), and other data sources with most live chat platforms is a time-consuming and difficult process. Unlike other Zendesk and Freshdesk alternatives that rely on ticket numbers, Customerly focuses on having meaningful interactions instead of just keeping track of tickets. It is the first messaging platform based on customer behavior, enabling SaaS companies to communicate with their customers through chat and email. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Users in each tool can leave private notes within conversations or @mention colleagues when their assistance is required. However, some of Intercom’s features, like teams, are restricted to higher-tiered plans.

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Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Much of the power of HubSpot Service Hub lies in the HubSpot ecosystem. By allowing service-related data to live under the same umbrella as marketing and sales data, your company and brand can deliver a more relevant, cohesive experience at every stage of the customer journey. In other words, the HubSpot ecosystem aligns customer communication across teams and lets your entire front office share ownership of your customer communication strategy. HubSpot Service Hub offers your customers self-service functionality in the form of customer portal and knowledge base software in its Professional and Enterprise tiers. (HubSpot calls these users “free users”, and Zendesk calls them “light agents.”) HubSpot offers unlimited non-agent users, whereas Zendesk limits the number by tier.

• Gorgias is an excellent option for small businesses that use Shopify, as this software is focused on eCommerce and small businesses.
• Sugar Serve also includes SugarBPM, a process automation tool that helps automate key service processes and workflows, such as intelligent case routing, custom rules, and notifications.
• Best Zendesk alternative for organizations looking for an all-in-one help desk solution with real-time data collection.
• Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk.
• Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works.
• Anyone looking for a customer relationship management (CRM) tool to run and improve the whole customer journey can use and benefit from Zendesk.

“Fullview helped us navigate through replays of the customers and this helped us discover and rectify hundreds of bugs and glitches in the product.” Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses. 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. Here are some of the things that our marketing department at Live Typing is especially fond of. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category.

Live chat and messaging

By considering these factors, you can find a more affordable alternative to Intercom that meets your business needs and helps you effectively support your customers. Missive’s team and assignment feature allows you or any team member to assign specific people to specific conversations, so it’s easy to know who is responsible for handling them. Missive offers integrations with OpenAI, Hubspot, Shopify, Zapier, and more.

• Intercom also works as a mobile app, which makes this a solid choice for sales, service, and marketing teams that need to respond to leads on-the-go.
• Users can build teams, assign tasks to colleagues, and save replies to FAQs.
• Intercom gives companies a way to manage their customer support workflows in one place.
• The first is proactive, in-app messaging, and the second is email marketing capabilities.
• Just because HubSpot is easy to use doesn’t mean it can’t do powerful things.
• If you offer customer service via phone, email, and chat, you will need a platform that offers all three options.

Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help.

This enables support staff to reach customers where they want to be reached – making the entire process easier for everyone. Freshdesk also understands the importance of real-time updating of information and documentation. The software includes agent “collision detection,” ensuring that multiple agents don’t accidentally pick up and work on a single inquiry when only one person is needed. Additionally, information and documentation produced by either the customer or agent can easily be uploaded “on the fly” to Freshdesk’s knowledge base – meaning such content can continually be updated over time. So, take the time to assess your requirements, explore the features offered by both Intercom and HubSpot, and make an informed decision that aligns with your business objectives. Choosing the right customer engagement platform will enable you to deliver outstanding customer experiences and drive your business forward in today’s competitive landscape.

You can even save custom dashboards for a more tailored reporting experience. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable.

• This means that you can send targeted messages to different groups of users based on how they interact with your product.
• Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities.
• Users gain access to relevant customer details, which can be used to deliver personalized responses and solve problems without forcing users to scramble to locate key info.
• In addition to helping brands build out profiles, Drift Intel arms businesses with demographic information that can then be used to route incoming leads to the best rep for the job.
• If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you.
• Help Scout also makes it easy for organizations to track engagements with specific customers from the moment an internal ticket is open to the moment the issue is resolved.

Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Sendcloud adopted these solutions to replace siloed systems like Intercom and metadialog.com a local voice support provider in favor of unified, omnichannel support. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.