When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan. ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more. Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help. As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place.
It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Like when they bought out the Zopim live chat and integrated it with their toolset. HubSpot Service Hub is a cloud-based customer service platform that aims to simplify the process related to customer support. HubSpot can work for companies of nearly every size, allowing users to quickly connect via conversational bots, live chat, canned responses, and phone calls with live agents. Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software.
According to its website, Drift’s main goal is revenue acceleration. With Drift, your live chat isn’t limited to support, making this your tool of choice if flexibility is something you’re looking for. Access a shared workspace, a shared inbox that can track SMS, calls and email, knowledge base management, automation, reporting, and more with metadialog.com Zendesk. One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. Therefore, to gauge if your chosen help desk is effective or not, you use analytics.
For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. 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.
The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month. Zendesk Service offers the right platform for tracking, prioritizing, and solving customer support tickets. Support agents can easily view all ongoing and past conversations in a central location so that communication between your business and customers is fast as well as personal. HubSpot is a popular martech tool with a plethora of features for SaaS and other online businesses. HubSpot’s all-in-one suite of tools includes capabilities for landing page creation, lead generation, email marketing automation, customer support, sales prospecting, operations, and more. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience.
However, it is worth mentioning that Gladly is similar to Zendesk in that the learning curve is steep, and some companies decide against it for that reason. The help desk interface looks similar to an older version of Gmail and is useful for receiving and handling customer requests. It is important to note that the only communication channel included in cheaper packages is email.
Jetdocs excels at B2B ticketing experience with features tailored for such an environment but lacks some aspects the B2C & D2C companies require. Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations. And no, not just for notifications, anything you can do in the Jetdocs web app, you can do in the same interface within your Teams account.
Help desk SaaS is how you manage general customer communication and for handling customer questions. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. If you thought that Zendesk prices were confusing, let me introduce you to the Intercom charges.
You have to integrate either with the direct API or find something, maybe within Zapier or something else, that can help you do that. Also, watching close competitors’ marketing activities will underline how could you improve your strategies, based on competitors’ data and results. As seen above, Zendesk had reached higher engagement during the last year. The company’s engagement on Facebook is 20 times bigger than Intercom engagement, and 76 bigger than Drift’s Facebook engagement. Of course, to have a realistic perspective over those graphics, we should not forget to take into account Intercom, Drift, and Zendesk’s estimated Social media followers from those channels.
This allows agents to work on their own device anytime and anywhere. Drift is the closest alternative to Intercom in that it also focuses heavily on sales and marketing. But because of its live chat and custom chatbot tools, we wanted to include them on this list as an alternative your business may want to consider.
The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics. ProProfs Help Desk is a decade-old SaaS company that offers an array of customer service and learning tools for businesses across the globe. Right from managing your support tickets to training your employees, you can take your support operations to the next level. Its familiar, collaborative interface powers support teams of all sizes to treat customers like humans, not tickets. If your team has fallen behind on its customer support goals, a quickstart tool like Tidio can be a great solution. It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more.
Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience. See how InspectionXpert switched from Zendesk to HubSpot Service Hub and decreased support tickets by 25%. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support.
Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. 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. You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect.
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Salesforce is a software company that offers a wide range of cloud computing solutions that aid the process of building authentic relationships with customers seamlessly. Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms.
To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone to calculate costs. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. With industry-leading automation, your team can cut resolution time by 44%. Intercom has more customization features for features like bots, themes, triggers, and funnels. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.
Both tools offer robust features and attractive solutions, but they are not free of weaknesses, and none of them could be called the leader of customer-centric communications. A self-service knowledge base contains articles, videos, guides or tutorials that help customers quickly find answers to their questions without contacting the support team. To provide the right level of customer support, you need the right software, and there are plenty of features to consider.
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As well as Intercom, it allows sharing of private notes with other support agents. If your team primarily focuses on ticketing solutions to manage both internal and external issues, Jetdocs is an excellent choice. It offers a comprehensive set of B2B features, such as SLAs, priority levels, and approval workflows, which can streamline your support process and improve response times. Additionally, Jetdocs’ competitive pricing at 1/5th the cost of Zendesk makes it an attractive option for businesses of all sizes looking to optimize their customer support without breaking the bank.
Des Traynor
Des co-founded Intercom and leads the R&D team, including Product, Engineering, and Design.
LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost. These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware.
The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). JitBit's cloud application does not overwhelm you with features.
An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.
