10 mayo, 2023
Zendesk vs Dixa: Why Customer-Loving Brands Choose Dixa
It`s the solution for communication between your website`s support and customers through many different channels. It allows support agents to focus on supporting the customer and solving problems rather than figuring out the problem to solve. For instance, when a new ticket comes in, our AI suite can analyze it to determine the best team or agent to handle the ticket.
Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. 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.
Is Zendesk better than Intercom? Our final points
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. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.
When a ticket is found in Zendesk, create a conversation in Intercom and keep both in sync. When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates. We’ve analyzed a dozen of reviews to help you get an average estimate of Zendesk vs Intercom functionality. On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper).
Intercom Vs. Zendesk – Comparison
If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. 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. Use the helpdesk software to manage your call center team and chatbots to help your support team to guide users.
- The top products based on usability and customer satisfaction, as rated by user reviews.
- Freshdesk is a more unique Intercom alternative, as it offers the functionality to support businesses that use call centers for customer support.
- On the other hand, you need to be careful about the various needs and requirements of your support team.
- There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same.
- That would be something that would be on our mind for a limitation.
Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive.
When comparing Zendesk and Intercom, you can also consider the following products
Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers.
The top products based on usability and customer satisfaction, as rated by user reviews. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management.
Zendesk team can be just a little bit faster depending on the time of the day. 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. It tends to perform well on the marketing and sales side of things, which is key for a growing company.
- Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs.
- Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication.
- Once, the ticket is created, customers get a notification that their issue or request has been received and registered.
- Create code-free screencast tours of products, websites, webpages, and applications within your website.
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. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team.
Robust self-service and knowledge management
I mean I stumbled upon this article where people from Outreach.io were telling why they’d switched from Intercom to Zendesk, then I saw this comparison, where Zendesk seemed to beat Intercom at the end. They will also offer support by email, but no telephone numbers are listed for reaching out to the team. Once you login into your account, a live chat popup is available if you have questions that need quick answers.
For Intercom, it’s the opposite as ticket management appears to be a complementary feature. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume. Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. Zendesk is distinguished by its robust and versatile customer support solutions. It provides a comprehensive platform for managing customer inquiries, support tickets, and interactions across multiple channels. On the other hand, Intercom shines in its focus on conversational engagement and real-time communication with customers.
Intercom is great, but is quite expensive for what you get, and it’s super live chat focused. Both products are so full-featured that they both take quite a while to learn. If you don’t go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying.
Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing.
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