Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle.

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. Zendesk’s Admin Center provides tools that automate agent ticket workflows. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.

Does Intercom have ticketing?

Intercom’s chat window states that their team usually replies in a few hours, but they will often respond in a matter of minutes. While Zendesk’s support is also fast, it is only available if you’re already a Zendesk user. If you’re only browsing their website, you will have to send a message to their sales team by entering your email address.

A collection of these reports can enable your business to identify the for bringing engagement to your business. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service.

Intercom VS. Zendesk: Feature Analysis

On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation.

This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support.

Ticketing

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