Zendesk vs Intercom: Which is better? 2023

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 how Zendesk helped Bank Novo boost productivity and streamline service. Their reports are attractive, dynamic, and integrated right out of the box.

Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate intercom vs zendesk answers. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request.

Zendesk:

However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses.

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. This customized dashboard will help you see metrics that you’d like to focus on regularly. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely.

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Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Intercom has more customization features for features like bots, themes, triggers, and funnels. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

• Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan.
• Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing.
• Their reports are attractive, dynamic, and integrated right out of the box.
• In 2023, conversational messaging will play an essential role in customer service.

Intercom’s user-friendly interface and easy integration with other tools make it a popular choice for many businesses. When it comes to customer support and services, both Intercom and Zendesk offer robust solutions. In this section, we will take a closer look at the customer support options provided by each platform.

Helpdesk and ticketing

It really depends on what features you need and what type of customer service strategy you plan to implement. Intercom and Zendesk offer competitive pricing plans with various features to suit different business needs. Businesses should carefully evaluate their requirements and choose the best method for their needs and budget. Zendesk also offers a community forum where users can ask questions and get help from others.

Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues.