Zendesk vs Intercom: Choosing the best tool for your business

Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. So when it comes to chatting features, the choice is not really Intercom vs Zendesk.

Add/Remove Tag on User

Intercom has more customization features for features like bots, themes, triggers, and funnels. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. You can collect ticket data from customers when they fill out the ticket, update them manually as you handle the conversation.

The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Agents can prioritize overdue tasks, today’s tasks, or future tasks. Create code-free screencast tours of products, websites, webpages, and applications within your website. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing.

Real-time analytics on Zendesk

However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting.

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.

This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary. Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. Chatwoot is an open-source, self-hosted customer engagement suite. Chatwoot lets you view and manage your customer data, communicate with them irrespective of which medium they use, and re-engage them based on their profile.

Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.

The foundation of our migration services is determined by guarding your ticketing data and ensuring an ideal experience. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. Reporting tools are essential to helping support leaders analyze and improve their customer support operations. If your company is looking for customer support software, you have likely heard of Intercom and Zendesk. For Zendesk, it’s as easy as setting a trigger, and adding a web hook.

With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features.

When performing the synchronization periodically, Skyvia does not load all the data each time. It tracks changes in the synchronized data sources and performs only necessary data changes. It offers powerful mapping features, allowing you to sync data with different structure. The offers that appear on the website are from software companies from which CRM.org receives compensation. 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.

Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”. There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. After closing the Intercom conversation, the customer now receives a well formatted email of their chat transcript and can reach back out on the thread if necessary.

Fast Migration Assistance

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