Zendesk Chat vs Intercom 2024 Comparison FinancesOnline

Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing.

Tawk.to has a very impressive user base and their live chat widget is available on almost 300,000 websites. They give you an advanced live chat for free and encourage you to hire live chat agents. Tawk.to’s business model is slightly different than other Intercom alternatives on our list. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.

No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. The cheapest plan for small businesses – Essential – costs $39 monthly per seat. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions.

After acquiring Nudgespot, they have a good competitive advantage over Intercom and are now providing chat solutions similar to Intercom. Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job. If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. ChatGPT and Google Bard provide similar services but work in different ways.

It focuses primarily on providing businesses with an easy-to-use chat widget that can be integrated into their websites. Zopim offers features such as chat transcripts, chat ratings, chat routing, and proactive chat invitations. While it may lack some of the more advanced features found in Intercom, Zopim excels in its simplicity and reliability. It allows businesses to have real-time conversations with customers, resolve queries efficiently, and monitor chat performance through analytics. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world.

They bought out the Zopim live chat solution and integrated it with their toolset. Freshdesk is also more affordable than Intercom, although both products offer a similar range of features. It also offers automated bots that can help you with various tasks, such as answering questions or providing customer support. You can integrate Drift with your website and other apps in order to offer personalized customer service and improve conversions.

But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. You can also train an AI chatbot to learn from customer queries and handle their queries. Therefore, your customers don’t have to search the knowledge base themselves. Moreover, it also has features for you to offer live chat on your own website.

I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.

Zopim Chat

Rather than waiting for a customer to start a conversation with you, you can initiate it if you think the customer needs some help. This is one of the best marketing opportunities of Intercom, showing a tour of your product. Moreover, you can also get or send data from other systems by creating an API call and you can receive webhooks when an event is happening inside Intercom.

Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. Intercom has been marketing itself as a business messaging platform right from the start. Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people.

At the same time, Zendesk looks slightly outdated and can’t offer some features. Regarding live chat software, two popular options that often come up in discussions are Intercom and Zopim. Both platforms offer businesses a way to engage with their website visitors in real-time, but they have unique features and functionality. This article will compare Intercom and Zopim regarding their features, pricing, customer reviews, and more. By the end, you should have a clearer understanding of which platform suits your business needs best. Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support.

This live chat is a shared inbox, where all of your live chat and conversations are handled in one overview. Lastly, if you’re looking just for Live chat real-time support – then the perfect fit platform is Olark. Integration with Facebook messenger app is definitely very helpful as you can send out information on the same platform as your customer.

With Gorgias, you can connect with customers in real-time on your site or over social media. The availability of extensive and useful integrations is important to provide high-quality service efficiently. It should be easy to integrate any type of third-party application into the platform itself.

Automatically answer common questions and perform recurring tasks with AI. When one user “pings” another, they go directly through to the person at the other end rather than waiting for them to pick up the call. Have you ever stopped to take stock of the ways in which technology has revolutionised our everyday working routine? VoIP intercoms can be connected to VoIP phone systems, similar to any SIP phone. VoIP intercom stations use Power over Ethernet (PoE), which supplies power via Ethernet cables.

Intercom is no exception—it is not perfect for every single type of business. After a strong 320+ hours of research, we’re now ready to help you uncover Ideal support software that caters to your needs – Zendesk or Kustomer. Olark chat software is the perfect solution for small teams who want to take their customer engagement and support efforts up a notch. It has all the features that make it one of our top Intercom Chat PG competitors for 2022, but without any extra bells or whistles. Zendesk Chat, also known as Zopim, allows customer service reps to quickly and easily provide support to customers.

To find the best option for your specific needs, first, we will have to see their workings and the key features they have to offer. So, let’s start by Kustomer vs Zendesk comparison with each other on various grounds in 2023. Gorgias also allows you to set up automatic replies Chat GPT to common questions, set up order tracking bots, apply loyalty points, manage subscriptions, and more. LiveAgent is praised by users for its effective communication with customers, improving customer service and satisfaction, and increasing sales conversion rates.

But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Tidio also tags customers and records all chat conversations, so businesses can refer back to them if needed.

On the other hand, it provides call center functionalities, unlike Intercom. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Analytics and reporting are often overlooked when selecting an ideal customer service tool first.

One seamless platform

G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. Zendesk has been stitched together using disparate tools, making it slow, inefficient, and difficult to use.

You can foun additiona information about ai customer service and artificial intelligence and NLP. You can decide which features you need and create your own setup within Zendesk Support Suite. The best features available in HelpCrunch are its open API, chat widget, and ticketing system. They allow you to connect with your customers, provide customer support, and track customer behavior. HelpCrunch is also easy to set up which makes it one of the best Intercom alternatives.

It guarantees continuous omnichannel support that meets customer expectations. Both tools have their own strengths and weaknesses, as well as different pricing plans to consider. So, it can become a difficult task to choose, but you have to consider which of the points mentioned above are most important to you. Zendesk also natively supports integrations with various CRM systems, which include NetSuite and Salesforce. LiveAgent is a very popular alternative to Intercom that works great with smaller support teams. Like Intercom, LiveAgent offers a ticketing system, chat engine, and customer profile features.

It’s highly customizable, too, so you can adjust it according to your website or product’s style. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. Kustomer also allows users to keep track of messages sent and opened and their success rate.

All Zendesk plans will include the Zopim Lite plan when the new integration is launched in May. As AI technologies are exposed to more inputs and interactions, their capacity for recognizing patterns and making predictions increases. Kustomer provides integration to major social media platforms like Facebook messenger, Twitter, SMS via Twilio, and Voice calls via Nexmo. The knowledge base is also very important in automation and AI, as it enables training them to handle certain repetitive requests.

The bot also ensures that the customer or employee will find the right article before contacting an agent. Knowledge Base is one of the self-service sections that includes articles or documents providing technical help to customers and employees. To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair.

Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes. It has all the features that make it one of our top Intercom competitors for 2022, but without any extra bells or whistles. Some of the most popular reasons include the prohibitive pricing, lack of flexibility of the chatbot building tools, and the challenging setup of the system.

As the name suggests, a knowledge base is a database containing all of the information related to solving customers’ issues. It plays a vital role for both service agents and customers to solve their issues. Desku puts strong importance on its self-service abilities, providing a solution for users to find answers themselves. We find Kustomer a bit lacking in this aspect, so Desku becomes an evident choice for those looking to decrease the burden on service agents. In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free).

Freshchat offers a robust integration list, bringing the best of all communications together. Zendesk Message and chat enable users to connect to their customers on a scalable app. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. They are packed with tools, features and integrations to provide you with everything you need to support your customers.

No, Intercom doesn’t integrate directly with Whatsapp but you can use third-party apps to get this integration work. It feels more authentic as compared to using automated messages that have no human touch. There are dozens of tools that offer similar functionalities related to customer support, conversational AI, and CRM. Intercom was founded in 2011 and, over the years, they have earned a loyal base of users.

Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools.

Salesforce Sales …

To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. And if you’re running a small business, then you know that every penny counts. Propel your customer service to the next level with Tidio’s free courses. Boost your lead gen and sales funnels with Flows – no-code automation paths that trigger at crucial moments in the customer journey.

RingCentral’s report, “The Rise of VoIP Solutions”, provides a detailed but concise overview of how VoIP technology has changed the way we work. That’s what makes Intercom the only complete AI-first customer service platform. And we are determined to make Intercom the best, and the only customer service platform you will ever need. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business. Your selection of Zendesk vs Intercom may depend on the size of your company. Call it Intercom vs Zendesk or Intercom vs Zopim, let’s start with this interesting comparison.

Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. For Intercom’s pricing plan, on the other hand, there is much less information on their website. For small intercom vs zopim companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. It also allows you to archive chat transcripts, so you can search through conversations on previous interactions with customers with ease.

Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day.

Freshchat smartly helps in automatically assigning conversations to the right person within the team to resolve issues faster. With the help of information like the current skills and conversations, conversations are assigned to specific team members. If you’d want to test Zendesk and Intercom zopim vs intercom before deciding on a tool for good, they both provide free trials. But, it provides crucial data on how well a company is doing to managers and higher management, see where most of the problems are arising, etc.

Zopim Alternatives & Comparisons

In terms of pricing, Intercom is considered one of the most expensive tools on the market. It can even sort articles Chronologically so the newest articles appear first. While these could work as a good temporary solution, it is better to consider an independent platform. Out of the more advanced ones—with CRM and bot automation features—Tidio is the most popular option for small businesses and online stores. You can set business rules, SLA, and ticket routing based on the agent’s skills, language, and expertise.

• Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates.
• Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization.
• The interface appears modern, easier to set up, and your agents can dive right into it.

It allows you to chat with visitors on your website and convert them into customers. It allows you to anticipate customers questions and offer help when and where they need it. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.

You can add unlimited agents and monitor their performance from the admin page. The dashboard provides an overview of website visitors and allows you to trigger engagements. Also, the conversation can be transcribed and sent to both the customer and admin email addresses.

This easy-to-use live chat app comes with customizable widgets and good reporting dashboards. SMBs, especially from the ecommerce sector, should focus on features https://chat.openai.com/ that allow for fast and convenient communication with customers. It should also be easy to track and manage all customer interactions in one app.

Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. There are numerous factors to consider when choosing a VoIP solution, including the firmware it uses and its pricing. Let’s take a look at some of the most frequently asked questions relating to VoIP intercom technology. Not only can it substantially boost productivity, but it can eradicate much of the hassle involved in supporting a legacy phone system. In other words, you can buzz other users via VoIP intercom and alert them when you’re transferring an incoming phone call, for example.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. Setting up and configuring automated responses in Kustomer or Zendesk is a piece of cake. With its unique combination of features, Desku handles the needs of modern enterprises very well. For example, there is a third-party service called Zopim, which has a built-in chatbot integration with Zendesk. You can also create a sequence of messages, by using Series, which we will cover later (in the Marketing section).

It plans on using this funding to research machine learning technology instead of just lining their own pockets. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. Let’s check if Desku can become an alternative solution tonot just Zendesk, but also Intercom, Freshdesk and various other professional services.

Handle conversations, manage tickets, and resolve issues quickly to improve your CSAT. Intercom and Zopim Chat can be used for different purposes and are well-suited for teams with specific needs. Compare Intercom and Zopim Chat during demo to decide which one is best for your business. Zopim’s web chat software offers users with a huge advantage over their competition through its live chat support service.

• As a freelancer, I don’t need all the integrations and support that Intercom provides.
• Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning.
• If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools.

Zendesk’s advanced automation features make it the preferred choice for businesses seeking to optimize their workflow and enhance customer support efficiency. Some features of LiveChat include advanced reporting and analytics, interactive pop-up chats that prompt user interactions, and conversation management features. If we consider all Intercom alternatives on our list, LiveChat is one of the best substitutes. Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard.

A great customer support software doesn’t have to cost you a large amount of money. You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

Zendesk’s dashboard ties together your customer interactions from every possible channel. The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes.

LiveAgent is a powerful customer service software with efficient communication and response times. Customer reviews play a vital role in understanding the strengths and weaknesses of any software. Intercom generally receives positive reviews for its rich feature set, ease of use, and excellent customer support. Users appreciate the ability to communicate with their customers across multiple channels seamlessly. Zopim, on the other hand, also receives positive feedback for its simplicity, reliability, and integration with other Zendesk products. Some users have noted that Zopim’s reporting and analytics could be more robust, but overall, it is a solid choice for businesses needing a live chat solution.

Ticketing systems keep track of messages, response time, and types of issues brought up. Let’s review them one by one to find the best messaging platform or customer database software for your business. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses.

You can make an intercom call with RingCentral by configuring an intercom prefix via a desk phone. Once an administrator has set an intercom prefix, users can dial it and the SIP extension they wish to call, then press ‘send’ from their IP phone. In recent years, Voice over Internet Protocol (VoIP) technology has done much to change the way we work. Intercom Live Chat is a software platform you can use to track and engage your visitors, and convert them into your customers.

From the customer’s perspective, functionalities that help with order tracking and self-service are also essential. LiveAgent offers a range of features including self-service portals, social media integrations, knowledge bases, automation, and unlimited support. However, some limitations of Zopim include limited integration options and higher pricing compared to some competitors. They can use live chat and chatbots to respond to customer inquiries and complaints quickly, which can help to improve customer satisfaction. Tidio also offers a variety of features that can be used to help website visitors and provide automated self-service tools around the clock.