Switching from Zendesk to Intercom Help Center

Founded as a business messenger, it now extends to enabling support, engagement, and conversion. Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution and integrated it with their toolset. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base.

• Unless you are a small business purchasing the Start or Grow plan, it is difficult to estimate how much you will pay for Intercom.
• When it comes to developing an optimal knowledge base experience, both Intercom and Zendesk are great options with similar features for your needs.
• Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality.
• This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints.
• Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication.

In fact, Zoom is the world’s fastest-growing company and uses Ada to automate 70% of their sales inquiries via our conversational marketing tool Ada Engage. However, if you’re looking for support that goes the extra mile, look no further than Ada. Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. Intercom refers to itself as a Conversational Relationship Platform, providing insight into who is using your products or visiting your website. By learning more about your customers and how to communicate with them, you can create message-based conversations that feel personal, friendly, and convenient.

Zendesk or Intercom: Email features

Zendesk’s knowledge base is easy to navigate, dividing articles into a few main topics so you can find what you’re looking for quickly. There is also a list of common questions at the bottom of the knowledge base homepage so you can easily find answers to common issues. Their basic plan offers support for one user, while the team plan works for up to 5 users.

Zendesk and HubSpot use artificial intelligence (AI)-powered automation and unified dashboards to improve customer relationships and team productivity, regardless of your business size. However, HubSpot‘s interface is not as user friendly as Zendesk’s, and its combined pricing for marketing, sales and service functions is quite expensive and complex. However, it offers a generous free version, allowing you to try its features—something missing in Zendesk. Zendesk Sell is a cloud-based CRM platform built to improve customer relationships and influence sales through features such as a self-service portal, knowledge base and community forums. This CRM tool combines marketing, sales and service functionality to help you track and manage leads, interact with customers and close deals more efficiently, whether over a call, chat or email.

About Intercom

It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. intercom and zendesk This method helps offer more personalized support as well as get faster response and resolution times. Zendesk wins the major category of help desk and ticketing system software.

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. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views.

You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. On the other hand, Intercom’s knowledge base isn’t nearly as intuitive, with articles divided into about 20 topics with dozens of articles for each. This makes navigating through the knowledge base complicated, and it is less likely that you will find a solution quickly.