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Customer Support Chatbots: 6 Best Solutions in 2023

zendesk vs intercom for customer support

With HubSpot Service Hub, you can also customize the look and feel of your customer support page to match your brand for a professional touch. Zendesk is a multichannel customer service and support software designed to help small-to-medium businesses efficiently answer customer inquiries, address issues, and convert leads. Interestingly, Freshdesk was built as an answer to Zendesk’s steep pricing. Freshdesk is a cheaper and simpler alternative to Zendesk and even offers a free plan. For example, you’ll have to pay extra to access live chat by purchasing FreshChat separately. Another drawback with Freshdesk is that canned responses (response templates) can be shared only by admins.

  • With a comprehensive range of features, it enables you to provide exceptional support to your customers across various channels.
  • Companies can use Messages to provide targeted communications like product announcements and company updates or even to surface relevant knowledge base articles at tricky points in the customer journey.
  • Yet, widgets can also be used to allow customers to create support tickets.
  • Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.
  • When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.
  • Zoho Desk has a wide array of other integrations designed to connect with the rest of your tech stack.

Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. 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.

What’s the best customer support platform for eCommerce companies?

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. Zendesk also offers proactive chat functionality to its user base.

Another great Intercom feature is that it allows users to create comprehensive knowledge bases. Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative. Of course, Intercom’s messaging capabilities also make it easy for clients to connect with agents when necessary. Salesforce is the CRM market leader and Salesforce Service Cloud platform designed specifically for customer service and support with AI-driven assistants. No matter wich channel your support agents have to support, with our customer support software and the chat widget installed, you can provide an outstanding customer experience without limits.

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Its basic package allows chat from platforms such as Facebook, Instagram, and Twitter. It also has various features like management and planning of social media posts in its advanced packages. Efficient reporting and advanced routing systems are among the features that make the work of businesses easier in customer service. Tidio is a powerful customer service tool developed with chatbot automation.

Conversion rates up, employee costs down – Rebag merges online and in-store customer experience – diginomica

Conversion rates up, employee costs down – Rebag merges online and in-store customer experience.

Posted: Mon, 12 Dec 2022 08:00:00 GMT [source]

This means the company is still working out some kinks and operating with limited capabilities. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover.

What are the top alternatives to Zendesk?

Plus, its intuitive design makes it easy to set up and use right away. Pricing starts at $9/mo/user and the basic plan is pretty limited. The usable plan for most businesses starts at the price point of $29/month/agent and includes advanced features such as SLAs, event rules, etc.

Nigeria’s AlphaCX launches B2B customer support platform – Disrupt Africa

Nigeria’s AlphaCX launches B2B customer support platform.

Posted: Thu, 27 Oct 2022 07:00:00 GMT [source]

Enchant, on the other hand, is made for small and medium businesses. We have all the functionality

you need, in a powerful and affordable solution. Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans.

Live chat support

Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.

zendesk vs intercom for customer support

Our average chat response time is 13 seconds, nearly 3x faster than the industry average of 45 seconds, and we have a 95% CSAT score, ahead of an industry average of 92%. The top alternatives to Zendesk are HubSpot, Freshdesk, Help Scout, Zoho Desk, Salesforce Service Cloud, and Intercom. The overall system of Zendesk might run without difficulty, but having beginner-friendly mechanics is definitely not a characteristic of it due to its overloaded user interface. While it’s no secret that Zendesk contains several relevant help articles that might be of help when you encounter a problem, some cases might require more than articles. Get your CSAT above 4.9, your tickets per order below 5%, and never get another WISMO ticket again with this guide. Okay, now that we’ve lost all those who don’t care about CX let’s dive in.

HubSpot is trusted by over 121,000 businesses in more than 120 countries.

Groove is an all-in-one customer service platform that helps teams provide personalized and efficient customer service. It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding. With Groove, you can easily manage multiple channels such as email, live chat, and social media in one central hub. Salesforce is a software that provides all the tools you need to manage customer conversations from one place. With options for multichannel communication, you can easily integrate your service across platforms like email, SMS, and social media. Plus, it’s easy to set up automated workflows so that customers are routed to the best support agent for their queries when contacting your business via chatbot.

  • The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.
  • The software is a customer service tool with basic help desk features.
  • 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.
  • Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit.
  • The script will need to align with the data mapping document and account for system rate limits.
  • To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone to calculate costs.

Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible.

When comparing Zendesk and Intercom, you can also consider the following products

We hope this list will help you choose the right help desk platform for your needs. Do share your thoughts about it in the comments, and if you like it, also share it on your social media channels (because that’s what encourages us to create more such content). 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”.

zendesk vs intercom for customer support

Is Zendesk good for customer service?

“Zendesk helped us quickly get control once volumes spiked, both in understanding what was happening and in the handling of the queries.” “Having Zendesk as a stable force… meant we could identify any potential customer issues and quickly get those rectified.”


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