Intercom vs Zendesk What are the differences?
Zendesk’s Admin Center provides tools that automate agent ticket workflows. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.
Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools.
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Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. 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. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Collaboration tools enable agents to work together in resolving customer tickets and making sales.
On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client. You can view customer conversations under multiple inboxes, check pending tickets, set the priority of issues, add labels- all from an intuitive dashboard. Intercom has been marketing itself as a business messaging platform right from the start. The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options.
ThriveDesk: An Alternative Helpdesk Solution
They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences.
If you’re only browsing their website, you will have to send a message to their sales team by entering your email address. In-app messaging is useful for a variety of reasons, including onboarding new users, converting users from a free trial, and asking users for feedback. If these features are important for your business, you may want to consider Intercom over Zendesk.
Customer stories: Learn why so many businesses are choosing Zendesk
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