Please ensure Javascript is enabled for purposes of website accessibility The Perfect E-Commerce Customer Service Software: Re:amaze vs Zendesk vs Intercom vs. Gorgias

The Perfect E-Commerce Customer Service Software: Re:amaze vs Zendesk vs Intercom vs. Gorgias

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zendesk chat vs intercom

The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster. As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software. However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.

Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability. There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due. Intercom has a very robust advanced chatbot set of tools for your business needs.

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Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. Intercom does just enough that smaller businesses could use it as a standalone CRM or supplement it with a simpler CRM at a lower pricing tier, but bigger companies may not be satisfied with Intercom alone. Zendesk is a customer service platform that pulls your customers’ interactions across channels into a dashboard. These interactions become tickets which can be automatically assigned to customer service agents.

zendesk chat vs intercom

Each customer request is answered by qualified and knowledgeable agents to ensure that every customer receives high quality service. You know how Gmail updates automatically whenever a new email comes in? Enchant not only does this, but

everything about a customer request automatically updates in real time for everybody that’s logged in to the system. This is especially important in a collaborative environment where team members can pass requests to each

other or even work on the same request together. Please note that we count this limit for Zendesk Chat based on all translated messages (inbound and outbound), including the very first one the customer sends when starting a new conversation. Also, we count towards the limit the first 5-10 words of a very first message in every single conversation even if it is English as we need to detect the language.

What Intercom Offers:

But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees.

zendesk chat vs intercom

You have events, you have user attributes, you identify users, and so on. So really from the visual perspective, all three of them would be very similar, if you look at just integrations, like an app store, or if you go to different tools, Intercom will do much better. We’ll have email as the foundational one, then the website portion through the Zendesk web, which is very similar to what Intercom has. Then we have mobile push notifications, SMS, same thing, they ask you to provide an SMS provider account, that’ll be something like Twilio.


This is due to not only the price but the features included, such as Help Desk and the ability to manage incoming tickets. This is because it comes with a free option, which is ideal for startups on a limited budget. Plus, it’s easy to upgrade to a larger package when your business grows. For a full list of the available apps and integrations, you can check out their app store here. If you’re interested in just live chat, you’ll want to look into the Acquiring package. If you want to communicate with your users, personalize the experience to their individual needs, and onboard new users to your platform, SendinBlue gets the job done perfectly well.

  • Intercom stands out here due to its ability  to tailor sales workflows.
  • Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead.
  • If your organization aims to enhance customer engagement through live chat, in-app messaging, and proactive outreach, Intercom might serve as a viable alternative to Zendesk.
  • Typically manual tagging is done by support agents who already deal with large daily volumes of chat and support tickets.
  • While Intercom offers a free trial, it’s important to note that the cost can increase as you scale and add more features or users.

Help Scout’s shared inbox makes it easy to collaborate on customer support issues and ensures the customer experience is seamless from all sides. So for the docs itself, we’ll tend to look at what are some of the libraries that are available. We wanted to see a JavaScript library for anything we would wanna do on the web, we wanna see some libraries for a backend, maybe Ruby or Python or something else.

Cons of Zendesk

Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. However, there are some key differences between the two products. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.

Learn why a Sentient Strategy® approach could make sense for your company. Your account settings can be accessed from the top right of you screen. Since August 2016 a new version of the agent/admin interface of Zendesk is available, with a more clean and modern design. You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch.

The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover.

zendesk chat vs intercom

Don’t worry; we’ve analyzed both the products thoroughly for you. After this live chat software comparison, you’ll get a better picture of what’s better for your business. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature.

Why ProProfs Chat is the Better Alternative to Zendesk & Intercom

Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes. Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. For any help desk software to succeed, the dashboard interface is extremely crucial. Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business.

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Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.

zendesk chat vs intercom

No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Our breakthrough AI chatbot, Fin, can resolve up to 50% of support questions, instantly. Fin sets the new standard for AI in customer service, dramatically reducing support volume, unlocking 24/7 support, and delivering CSAT-boosting service. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive.

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