10 Best Intercom Alternatives & Competitors for Seamless Support

However, do take note that this comes with custom pricing, so you will need to contact them to learn more. Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. Our goal is to be objective,

simple and your first stop when researching for a new service to help you grow your business. We will help you find alternatives and reviews of the products you already use.

As you can imagine, banking from anywhere requires a flexible, robust customer service experience. 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. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.

It’s time to upgrade your customer service platform

Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features.

We give the edge to Zendesk here, as it’s typically aimed for more complex environments. It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales. The result is that Zendesk generally wins on ratings when it comes to support capacity.

Zendesk vs. Intercom: A brief overview

Zendesk’s platform is outdated, leaving customers to face modern challenges with obsolete tools. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. 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. This is due to not only the price but the features included, such as Help Desk and the ability to manage incoming tickets.

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. 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. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads.

Top 10 Zendesk Alternatives For Business

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. 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. You can even moderate user content to leverage your customer community.

It can still be used in the same way, but from our perspective, it seems to be much more geared towards customer support, less so for sales and marketing. Intercom’s pricing can be divided into basic messaging and messaging with automation. For businesses looking for basic chat and messaging features, Intercom charges a flat fee of $59 per month for its Start plan with one user and $119 per month for its Grow plan with up to 5 users. To create help articles, you can choose a template or create one from scratch, customize the template, import files or docs, and publish within minutes. Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%.

Ditch the Chaos of Shared Inboxes

As a leading cloud-based help desk software, Zendesk is home to many popular businesses such as Siemens, Mailchimp, Tesco, GrubHub, and more. The tool is extremely scalable and can be used to match your growing business needs. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. Zendesk offers a basic plan that is affordable and will suit my needs. However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store.

It includes tools for lead management, sales forecasting, and workflow management and automation. Its customer data platform lets you manage customer data, segmentation, and automated reminders. However, this may be sufficient for smaller businesses or those using an existing CRM that integrates with Intercom. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

Crisp’s top features include co-browsing, a CRM, a shared inbox, a chatbot, a ticketing system, and more. Plus, it has a number of integrations to make the process even easier for your team, like Slack, Zapier, Salesforce, and WhatsApp. Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams. With its WordPress plugin or JavaScript code, Tidio boasts that teams can easily get started within five minutes.

• Its tight focus on customer support keeps things simple, especially when people are learning the software.
• In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities.
• It’s modern, it’s smooth, it looks great and it has so many advanced features.

On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. In a nutshell, none of the customer support software companies provide decent assistance for users. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level.

They also offer features that enhance collaboration amongst employees if you have a bigger team. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard.

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