Zendesk vs Intercom: Which Solution to Choose in 2023?

When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. If you’ve already set up macros in Zendesk just copy and paste them over. Intercom is human-powered and AI-enhanced, helping you deliver personalized, conversational support that scales with your business. Intercom is fully integrated, omnichannel, and easy to use—so you can deliver quality, conversational support from start to finish. Zendesk raised their prices without improving their product—frustrating customers who struggle to justify further investments.

While Zendesk offers a comprehensive set of features, other platforms may excel in certain areas or provide more tailored solutions that align better with your customer support strategy and objectives. Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide.

What tools integrate with Zendesk?

Get 1 year free on the Support or Engage plans on Intercom and up to $3,108 savings with Secret. Get 6 months free of both Zendesk Suite and Sales CRM (any edition) + 15% off for 12 months on Zendesk and up to $50,000 savings with Secret. When integrating data, you can fill some Intercom fields that don’t have corresponding Zendesk fields (or vice versa) with constant values. You can use lookup mapping to map target columns to values, gotten from other target objects depending on source data. Skyvia’s import can load only new and modified records from Intercom to Zendesk and vice versa. As for the category of voice and phone features, Zendesk is a clear winner.

Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.

Simplified Automatic Zendesk Import Procedure

Without an knowledgeable, rational, and skilled IT team – the challenge of importing data can really be hard. It can help you to reach out to customers and help them complete purchases. 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. Zendesk also has solutions for small to mid-sized companies as well. It plans on using this funding to research machine learning technology instead of just lining their own pockets. It is worthwhile to explore the features of both, prior to making a decision on which one you should use.

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support.

With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details.

Track key metrics, measure campaign success, and optimize customer engagement strategies. Ahead, I will list out the features, pricing, and integrations to expand the potential of the platforms. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks.

Zendesk

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