Product Messaging Tool Comparison: Intercom vs Customer io vs Zendesk Connect

Unlike other platforms that charge per seat, Gorgias charges per billable ticket. A billable ticket is a ticket that is responded to by either an agent or a rule. If the original response leads to reply messages with the customer, the additional replies are not counted as additional billable tickets unless the reply occurs outside of a 5-day window. Plans start at $10/month for 50 tickets/month and scale to $900/month for 5,000 tickets/month. Automation that doesn’t require any agent involvement starts at an additional $30/month and voice and SMS are sold as add-ons and run $30 and $20 per month respectively. As always, whisper ‘Head West’ at checkout for a special discount.

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. This enables them to speed up the support process and build experiences that customers like. Intercom offers an integrated knowledge base functionality to its user base.

Make Copper an Efficient App

For example, Zendesk, as seen above, has a “raw” way of delivering content using in the majority of the time unedited pictures with team members, creating some personal connection with the viewers. There’s not a secret anymore – competitors’ content marketing strategies can give you hints or directions on what/when/where you should post. Analyzing the three websites in a single place, I’ve noticed that Zendesk has an Event Agenda on its website, taking the marketing strategies offline by creating meetups and events around the world. On the other site, Drift has created a whole section of reviews called “What Customers Love About Drift,” in which they imported customers’ opinions mainly written on Twitter. And just off the top of mine now, I hear a lot about companies like Braze, Mixpanel, of course, has a messaging function built into it, Pendo might. There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same.

• The rate limits also depend on what type of licensing plan you have with Zendesk.
• They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.
• Make your data flow seamlessly between multiple environments in a few clicks.
• After your free trial ends, Intercom’s products start at $49/mo, but if you cancel in the first 14 days you won’t be charged.
• 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.
• Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality.

In this detailed comparison, we’ll explore the features and characteristics of Intercom and Zendesk, highlighting each of their unique capabilities, so you can identify the right solution for your needs. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. 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.

HubSpot Service Hub tools

Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively. The debate rages between WooCommerce, Shopify, Magento, and BigCommerce for best ecomm platform — we’ll help you find the best one for you. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll.

We will look at parameters such as ease of use, integrations, pricing, and customer support to determine the best platform. Basic service`s feature is a huge number of out-of-the-box integrations. You can integrate metadialog.com Smooch profile with Zendesk, Viber, Slack, Telegram, email and many other services. It`s the solution for communication between your website`s support and customers through many different channels.

AI that knows your business better than you do

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. As you can imagine, banking from anywhere requires a flexible, robust customer service experience.

The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. 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.

Existing live chat products have frustrating limitations

There are also saved responses that provide customers with answers that should resolve their issues. Intercom’s starter plan is quite similar to Zendesk for small Businesses. There’s integration for everything, live chat, ticket systems, self-service, etc. This plan is designed specifically for small and medium-sized businesses that want a collaboration, help desk service, and project management tool all in one. You don’t even need to get a separate email marketing tool because Intercom can notify your customers about feature updates, promotions, etc via in-app notification and email.

• Unlike other platforms that charge per seat, Gorgias charges per billable ticket.
• As both platforms have their pros and cons, it can be difficult to decide which one is right for your business.
• Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job.
• Other platforms like Gladly or Kustomer are built around the customer and all interactions will be combined into a single customer view.
• You are able to edit Shopify orders and refund payments directly from the platform (with one major drawback – see what we don’t like below).
• This makes it difficult to audit Shopify order timelines to understand which agent did what.

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. Quite extensive options for be able to send data in common, you know, the data you’ll be sending here will be things like events, user attributes, and other things. Let’s take a look at Zendesk Connect here, and same here, Zendesk has a very simple user pricing just like Intercom does. The interesting thing about Zendesk is the difference between the message users versus active users. Let’s say for 1000 people or 1000 users, let’s say for users, you’re paying about $200 a month to be able to message those people for their messages.

Support Capacity: Who Can Deliver the Goods?

One key aspect of good customer support is offering a self-service option, such as a knowledge base or forum. Help Scout’s customer management feature allows you to keep track of your customer data, from previous conversations and recent orders to name and contact information. 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. In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. Yes, analytics in Zendesk vs Intercom has surprising results.