Product Messaging Tool Comparison: Intercom vs Customer io vs Zendesk Connect

Both Zendesk and Intercom are quite popular and have a comparable set of features. While deciding which one you would want for your organization, it is important to think about the features that are important to you and the pricing that works out for your specific needs. However, it is important to remember that either of the apps may not perfectly fit your needs. In such cases, it is a good idea to choose the best fit and then maximize its functionality using integration with other useful applications.

The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing. Intercom also does mobile carousels to help please the eye with fresh designs. Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media.

Built to last

Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing.

Beyond this, Intercom does make its pricing publicly available. It calculates the cost of its Pro and Premium plans based on the number of AI resolutions, people reached, and seats (or users). This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.

HubSpot Service Hub vs Front

In addition, our customizable interfaces and powerful APIs empower you to solve custom support use cases and provide an excellent experience to your customers, employees, and partners. Add a live chat widget to your website that complements your brand. Intercom, on the other hand, is a great tool to build powerful chatbots and create self-serve articles. However, since it’s not built for ecommerce, the lack of deep Shopify integration could be a deal-breaker. Thankfully, both Gorgias & Intercom come with mobile apps for Android & iOS. Since Gorgias is built specifically for ecommerce, all their integrations will be extremely relevant to your business.

Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort.

Streamlining Lead Generation with CRM Automation

Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

• There is a simple email integration tool for whatever email provider you regularly use.
• With Help Scout you can start having conversations in minutes, with fewer clicks, and manage the setup yourself.
• The result is that Zendesk generally wins on ratings when it comes to support capacity.
• The interface of Intercom’s native apps for iOS and Android is equally impressive.
• Ticket routing helps to send the ticket to the best support team agent.

We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Its competitor can be more flexible and predictable in this area. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs.

Comparing Zendesk alternative: Intercom vs Zendesk

Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. Ticket routing helps to send the ticket to the best support team agent. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category.

Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams.

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