You can publish your knowledge base articles, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. The Help Center by Intercom is also a very efficient tool. ![]() Well, I must admit, the tool is gradually transforming from a platform for communicating with customers to a tool that helps you automate every aspect of your routine.Ĭomparing the Zendesk chat vs Intercom messenger is a no-brainer - Intercom wins hands down. The newly presented chatbot Fin is powered by ChatGPT technologies and apparently can solve up to 50% of all queries. What makes Intercom stand out from Zendesk are its chatbots and product tours. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. With Intercom, you can send targeted emails, push, and in-app messages based on relevant time or behavior triggers. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.Īlso, their in-app messaging functionality is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). Now, their use cases comprise support, engagement, and conversion. Intercom was built as a business messenger in the first place. Zendesk is a great and robust support tool, but is Intercom a replacement for Zendesk in terms of functionality? Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. I’d like to concentrate on the following three core features where Zendesk truly shines: Help desk features Sales - for managing your sales process via email and calls, includes a CRM system and pipelines (not every Zendesk alternative has that).Support (Foundation) - ticketing system for managing customer requests via email and social media, but WITHOUT help center and live chat functionality.Support (Suite) - help desk tool for ticketing, prioritizing, and solving requests via email, live chat, social media, phone calls, and knowledge base.Zendesk comes in various variations (aka subscription plans) depending on your needs: So, should it be Zendesk or Intercom for your business? Let’s find out. Intercom is more sales- and customer relationship-oriented, while Zendesk has everything a customer support representative can dream about. However, they’re crafted for different use cases. They both offer some state-of-the-art core functionality and numerous unusual features. Both are equally feature-rich, powerful, and well-established. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer support tools world. Intercom or Zendesk: are they like two peas in a pod? □ We’ve prepared this quick comparison table to help you have a helicopter view. They’ve been marketing themselves as a messaging platform right from the beginning. Intercom is four years younger than Zendesk. Like when they bought out the Zopim live chat and integrated it with their toolset. It was later that they started adding all kinds of other features. Intercom vs Zendesk: introįounded in 2007, Zendesk started as a ticketing tool for customer support teams. Sign up for a free trial and test it yourself. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. 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. ![]() If you’re a sales-oriented corporation, use Intercom for its automation options. ![]() Basically, if you have a complicated customer support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality.
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