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Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

intercom to zendesk

Which platform is “better” depends on the precise requirements and objectives that you have. App Authorizations helps you review app authorizations and revoke them if no longer needed. With this app, you can see integrations that have access to your Zendesk data.

Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way.

What is the difference between Intercom and Zendesk?

You are able to export your contacts, tickets and the rest of data instantly. In terms of pricing, Intercom is considered one of the most expensive tools on the market. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Once your Demo Migration is complete, review the migration results table to see which records were migrated, failed, or skipped. To ensure everything migrated correctly, download the reports and copy the record IDs to check. The skipped and failed records reports will show the reason for unsuccessful transfers.

intercom to zendesk

Zendesk, on the other hand, may not stress the same conversation-driven method, even though it has powerful team management tools. Its strength is that it offers a wide range of tools for organising teams, such as booking systems, knowledge bases, and customer service features. These tools are great for keeping track of tasks and making sure workflows run smoothly, but they might not put as much emphasis on real-time conversations for teams as Intercom does. Zendesk is renowned for its comprehensive toolset that aids in automating customer service workflows and fine-tuning chatbot interactions. Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software.

It’s time to upgrade your customer service platform

Our specialists consider the details given out during the transfer process strictly confidential. The foundation of our migration services is determined by guarding your ticketing data and ensuring an ideal experience. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. You can transfer data through API– however the role of a good team is to take care of coding issues and center upon ending of the job in time.

Intercom regularly hosts webinars that are recorded and stored for future reference. What better way to start a Zendesk vs. Intercom than to compare their features? Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.

You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. 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. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers).

Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit.

But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Both companies provide a set of services that are intended to simplify communication, support, and the overall customer experience. The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly. However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options.

Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback.

  • Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.
  • This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services.
  • Trust us for your Zendesk data migration needs and discover the convenience of a bulk user import feature that streamlines the process from start to finish.
  • You can also follow up with customers after they have left the chat and qualify them based on your answers.
  • This is especially helpful for smaller businesses that may not need a lot of features.
  • Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?

Intercom and Zendesk can be integrated to create a seamless customer experience. This means that you can track customer interactions across both platforms and use this data to improve your customer support and marketing efforts. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. With simple setup, and handy importers you’ll be up and running in no time, ready to unlock the Support Funnel and deliver fast and personal customer support. To begin, both platforms have large knowledge bases that cover a lot of different topics and commonly asked questions.

When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations. This gives your team the context they need to provide fast and excellent support.

Refer to How to create an authentication with Zendesk for Custom Actions for more details. When you switch from Zendesk, you can also create dynamic macros to speed up your response time to common queries, like feature requests and bug reports. If you’ve already set up macros in Zendesk just copy and paste them over. This article explains how concepts from Zendesk work in Intercom, how you can easily get started with imports, and what to set up first.

Considering the huge number of connectors that Zendesk provides, it appears that the company takes a holistic approach to meeting the varied requirements of businesses. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users. However, additional costs for advanced features can quickly increase the total expense.

The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues.

The goal is to make it easier for new users to get around the site and use all of its features without having to go through extra steps. This focus on making things easier for users is meant to make users happier generally and get more people to use the Intercom platform. Both Intercom and Zendesk are widely recognised as leaders in their respective industries.

You can view when it was authorized, who authorized it, when it was last used. Most importantly, it also offers you the ability to revoke tokens you authorized that you want to cycle. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience. Inside a ticket, the workspace center console displays the ticket’s conversation.

Once it’s active, any new conversations on Intercom will also create new tickets on Zendesk, keeping both teams and client databases updated no matter where the action happens. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. This exploration aims to provide a detailed comparison, aiding businesses in making an informed decision that aligns with their customer service goals. Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs. While both platforms have a significant presence in the industry, they cater to varying business requirements.

In order to obtain an idea of the financial consequences that will be incurred by your team as well as the predicted number of clients, it is essential to compare their plans in a meticulous manner. Optimizing your listing can not only boost install numbers but also help you get in front of the right customers. Eidolic is an easy-to-navigate, professional, and mobile responsive theme for Help Center. Effortlessly customize headers, footers, and more without delving into code.

Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about.

Yes, you can install the Messenger on your iOS or Android app so customers can get in touch from your mobile app. After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk. Fin will use your history to recognize and suggest common questions to create answers for. Community boards make the support ecosystem even better by creating a place where people can work together and share their experiences, tips, and ask for help from their peers. These forums are helpful for fixing problems and learning from other people’s mistakes. The internal notes tool makes working together even better by giving team members a place to add context, share insights, or talk about specifics within the platform.

It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration intercom to zendesk with various channels ensures customers can always find a convenient way to reach out. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion.

intercom to zendesk

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members.

Retain all of your conversation data in Zendesk–not a third-party app–route and enrich Zendesk tickets, create smart escalations to human agents, and measure your bot’s performance in Zendesk. Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies.

Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

Once the Full Data Migration is complete, run a Delta Migration to import only new or updated records from Intercom to Zendesk without duplicating data. The cost will mostly lean on the business data volume you need to transfer, the complexity of your requirements, and the options you’ll select or customizations you’ll inquire. Run a Free Demo to test the Migration Wizard performance and figure out how much your migration will cost. Don’t worry about experiencing hardships whilst doing your Supported Platform data import and export. Help Desk Migration solution will spare you from copy pasting data entities or setting lacking fields throughout Intercom to Zendesk migration.

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G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. At Help Desk Migration, we follow all the necessary security standards to safeguard your data during the transfer. We have implemented both organizational and technical measures to ensure your data security. Honestly, I was really pleasantly surprised by how responsive the company is. I was able to get responses to virtually every question each time I was asking within a few hours, even considering the time zones. I appreciated the constant follow-up that I received from the Account Managers at Help Desk Migration.

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It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. 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. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. The fast and personalized service can be the reason for your customers to …

intercom to zendesk

Easily reply to customer conversations and manage workload in a smart & automated way. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. 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. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load.

intercom to zendesk

The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.

On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.

Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. Zendesk wins the self-service tools category because it provides extensive help center customization options. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.

With this extra layer of security, users must show two forms of ID before they can access their accounts. This makes it even harder for people who aren’t supposed to be there to get in. Next Matter (Support) connects tasks, teams, tools, and external people in automated workflows, designed to work exactly like you do. Trigger end-to-end workflows directly from Zendesk, and empower any support rep to boost customer experience by owning and resolving workflows like an expert. This tool and sidebar app enables you to run, track, and resolve complex support tickets without leaving Zendesk. UltimateGPT for Knowledge Base (Chat) enables customers to automate 60 percent of their digital support channels–decreasing costs, empowering agents, and delivering amazing customer experiences.

It guarantees continuous omnichannel support that meets customer expectations. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. The customer service reps I talked to were very helpful during the entire process. Our CSV import feature allows you to effortlessly handle large volumes of data with options to customize the import type to your specific needs. With the bulk user import option, you can efficiently import users in bulk, ensuring a swift and accurate transfer of data.