The 13 Best Intercom Alternatives for Customer Support in 2023

Compared to Zendesk and Intercom, Zoho’s Zoho Desk has very similar items regarding reporting features, a knowledge base feature, and advanced features. From creating customer portals to integrating social media channels, Zoho Desk allows users to benefit from itself as an above-average help desk tool. Intercom is a widely known and capable customer service tool and live chat software that provides lots of features and leveraged customer satisfaction. It provides an easy way to communicate with customers in real time when they encounter any challenge.

• However, Intercom’s heavy chat focus can also be a disadvantage for some businesses.
• This information helps organizations revisit the knowledge base and make changes to help documents as necessary.
• Also, a customer experience form can be found at the end of each article.
• ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more.
• 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.
• Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water.

Since Intercom supplements their chat functionality with apps and integrations, you can consolidate several communication channels in a single inbox. Additionally, you can automate manual tasks and workflows to save time—like creating canned responses for common questions—all wrapped up in a clean, easy-to-use interface. Zendesk Chat, also known as Zopim, allows customer service reps to quickly and easily provide support to customers. It includes features like chat transcripts, canned replies, and team collaboration.

Clear, easy to implement, and user friendly?

We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in. Based on verified reviews from real users in the Social Customer Service Applications market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere.

While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. 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. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations. They have similar features, but Intercom has lots of features and tools that better integrate each other.

Zendesk vs. Intercom: Collaboration Tools

Unlike existing solutions, with functional data limitations that are more hindrance than help, Talk is built into Ortto’s marketing automation, analytics, and customer data platform. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior. This means that you can send targeted messages to different groups of users based on how they interact with your product.

• 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.
• Zendesk Chat’s real-time monitor provides an overview of current site metrics, including the current response time, number of visitors in the queue, and chat durations.
• On the other hand, if your business requires a more holistic approach to customer experience, Intercom is the top choice.
• The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month.
• Highlights of the platform include features such as custom bots, advanced email marketing, and sales analytics.
• There are several great options available that provide excellent customer service.

But because of its live chat and custom chatbot tools, we wanted to include them on this list as an alternative your business may want to consider. In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations. Another great add-on that ClickDesk offers is the ability to integrate your social media tools with live chat, helping to increase followers and engagement from your website. Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams.

Start from engaging your customers in product

With Zendesk, companies can manage customer interactions across multiple channels, build lasting customer relationships and improve customer engagement. Our comparative review of Freshdesk vs. Zendesk provides an in-depth analysis of user experiences. We will look at parameters such as ease of use, integrations, pricing, and customer support to determine the best platform. The reporting section within Zendesk Chat is not nearly as detailed as those found in some competitors, but it does provide the crucial basics that would be of interest to customers. Given the importance of the included metrics, the simplicity is not necessarily a negative. However, it’s important to note that analytics and reporting are only included in the two most expensive plans.

Your support insights will show you data about your signed up users and visitors to your site. All you conversations and team members can be accessed from the top left of the screen. The design of the interface is fresh and clean and the user dashboard offers a lot of information.

What type of software is Intercom?

On the other hand, prices can sometimes be confusing as there are different purchases. I wanted a simple multi-user solution for my CS team that DID NOT involve a complex ticketing system like Zendesk and had a suite of essential team features. It’s a pretty okay ticketing system starting at the price metadialog.com point of $29/mo for one agent with no collaboration features. The only advantage it has over other Zendesk alternatives in this article is that it can be self-hosted. They have advanced compliance levels like HIPAA for serious B2C clients like doctors but no SLAs and priority levels for B2B clients.

Customers now expect a more personalized experience, and businesses try to give them the best service possible for their satisfaction. While Zendesk and Freshdesk are known in the customer service industry, it’s also good to know that other alternatives are worth considering. For example, Customerly, the product we build, is an advanced behavioral messaging platform and an exciting option to consider. In addition, tools such as SLA management, self-service, automation, and artificial intelligence provide solutions to businesses.

When comparing Zendesk and Intercom, you can also consider the following products

With its intuitive design and comprehensive set of features, Help Scout makes it easy for your team to manage tickets, automate workflows, and provide better customer service in one place. Plus, its pricing plans are flexible and affordable so you can scale up or down as your needs change. Hubspot, of course, has quality in its products, the Service Hub is focused on the entire customer experience similar to how Intercom is but with slightly fewer feature sets. The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents. However, Hubspot does not provide a proper ticketing interface, instead, it is a very good live chat provider. Ss if you are looking for a proper ticketing experience in your platform you should go with other alternatives here.

We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Reflect on what your goals are and which features are most important to your business. Choosing the right platform is much easier when you know what you’re looking for.

Self-Service Functionality

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. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.

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