Compare Intercom Live Chat vs Zendesk Chat 2024 FinancesOnline

FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options.

• We’ve engineered prompts where you have special purpose applications with the technology to do each task in the conversation.
• Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.
• It’s highly customizable, too, so you can adjust it according to your website or product’s style.
• With Gorgias, you can connect with customers in real-time on your site or over social media.
• There has to be some human approval because it can’t be that Fergal asks the bot, ‘Hey, what’s Des’ credit card number?.

It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. Interestingly enough, many small businesses prefer instant messaging tools powered by Facebook. Customer reviews play a vital role in understanding the strengths and weaknesses of any software. Intercom generally receives positive reviews for its rich feature set, ease of use, and excellent customer support. Zopim, on the other hand, is a live chat software owned by Zendesk.

We’re excited to announce that we have acquired the award-winning web app company Zopim! Zopim is easy-to-use, live chat software that we are thrilled Chat PG to add to our family of products. These products are able to integrate with each other, which offers customers more personalized customer experiences.

Zendesk Chat vs Intercom – Which One Should You Use?

The font selections were minimal (no Helvetica), so we had to make do. This took us back to square one, so we opted to try out Zopim chat. For example, Intercom itself doesn’t provide a Telegram integration. But, by using an App in their App store, you can create this integration yourself. With Intercom, you can send a broadcast to your users, by using large Posts or Banners.

We have had experience working with LivePerson for another client as well. It is similar to Zopim with how it’s integrated with your website, its dashboard, ability to engage visitors and set up triggers. And we had one goal in mind—finding the best alternative to Intercom. Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. At the same time, they both provide great and easy user onboarding.

That doesn’t necessarily mean that Zendesk chat is right for your business. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. Some of the “we run on Intercom” companies include popular brands like Udemy, Loom, Unity, Zeplin, or Atlassian. While Intercom may have been part of the tech stack of many companies, data from Hunter suggests there are only 18,000 active websites using Intercom on their radar. Here are some stack decisions, common use cases and reviews by companies and developers who chose Zopim in their tech stack.

Intercom was founded in 2011 and, over the years, they have earned a loyal base of users. Their solution targeted companies that wanted to build relationships with their customers through instant messaging. Businesses, ecommerce in particular, have recognized the value of this technology.

It plans on using this funding to research machine learning technology instead of just lining their own pockets. It is worthwhile to explore the features of both, prior to making a decision on which one you should use. Zendesk offers Chat as an add-on if purchasing support only, but they also come included in the Zendesk Suite. A great way to find the correct Customer Support Software product for your organization is to compare the solutions against each other.

What are the differences between Intercom and Zendesk?

It allows businesses to have real-time conversations with customers, resolve queries efficiently, and monitor chat performance through analytics. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. 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. They recently updated their integration setup for adding chat links to your website and the process was less than optimal. If you’d like to add your own buttons and not use theirs, it is a fair amount of work configuring them via Campaigns and Engagements.

They continued to laugh at our jokes even after the deal got signed, so it seems like the feeling is mutual. It can help you to reach out to customers and help them complete purchases. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business. In the duel between Zendesk vs Intercom, it seems that Zendesk chat rises slightly above Intercom.

LivePerson’s chat popup is via a tab in the bottom of the browser, similar to Zopim’s. You can definitely get more bang for your buck with some cheaper alternatives to Intercom. ChatGPT and Google Bard provide similar services but work in different ways. Read on to learn the potential benefits and limitations of each tool. It’s also worth mentioning that the Zopim team and culture attracted us to the company as much as their product.

It allows you to anticipate customers questions and offer help when and where they need it. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Zendesk, on the other hand, only has online support and a knowledge base.

Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk.

It should also be easy to track and manage all customer interactions in one app. From the customer’s perspective, functionalities that help with order tracking and self-service are also essential. 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. Which means it’s rather a customer relationship management platform than anything else.

Currently, chats can only be initiated by anonymous visitors (or they can leave a message). Plain is a new customer support tool with a focus on API integrations. For instance, Customer Support uses Task Bots to set reply time expectations with our customers.

According to Wappalyzer, as of February 2022, there are more than 157,000 websites using Intercom. This translates into some 8% of the entire global live chat market. It has a customizable widget and extensive feature set that we don’t have, so our future development efforts will be re-focused to Zopim. What does this mean for the product integration between Zendesk and Zopim?

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. You can foun additiona information about ai customer service and artificial intelligence and NLP. HubSpot is a marketing and sales software company that helps businesses grow by attracting website visitors and converting them into customers. It is an affordable alternative to Intercom that offers a very similar set of features. Businesses can install Tidio on their websites in minutes for free.

While these could work as a good temporary solution, it is better to consider an independent platform. Out of the more advanced ones—with CRM and bot automation features—Tidio is the most popular option for small businesses and online stores. SMBs, especially from the ecommerce sector, should focus on features that allow for fast and convenient communication with customers.

This article will compare Intercom and Zopim regarding their features, pricing, customer reviews, and more. By the end, you should have a clearer understanding of which platform suits your business needs best. Users appreciate the ability to communicate with their customers across multiple channels seamlessly. Zopim, on the other hand, also receives positive feedback for its simplicity, reliability, and integration with other Zendesk products.

Zendesk also offers tons of APIs to customize the software to the users’ needs. Zendesk has tons of products that are similar to Intercom’s including Zendesk chatbot software, messaging, intercom vs zopim team collaboration, knowledge base, analytics and reporting. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.

On the other hand, it provides call center functionalities, unlike Intercom. No Customer Support Software will manate to cover all the requirements of a business. Though key functionalities of Zendesk Chat and Intercom are obviously a priority you should also thoroughly study the integrations supported by each software. Dogfooding our own bots is not just a way for us to gain product knowledge or test new functionality.

The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. 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. Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style.

• If that’s not enough, you can use Zapier or Make (formerly Integromat) to integrate with almost any software application on earth.
• It was later that they started adding all kinds of other features, like live chat for customer conversations.
• Resolution Bot has taken on such a large part of our support work that it has become like a teammate in and of itself.

Zendesk’s adaptable Agent Workspace is the modern solution to handling classic customer service issues like high ticket volume and complex queries. Intercom features phone support, online support, and a knowledge base. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. It guarantees continuous omnichannel support that meets customer expectations.

Zopim’s web chat software offers users with a huge advantage over their competition through its live chat support service. We’ve engineered prompts where you have special purpose applications with the technology to do each task in the conversation. So we’ve one prompt to get you to ask a question; another one to disambiguate a question; another one to check to see if a question was fully answered for you. And so we start off with this very powerful language model, but we really just want to use it as a building block.

It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost. If you’re looking for more marketing automation for your website and to plug into your CRM, that’s another article. However Intercom is worth looking into, in terms of rolling up chat, email triggers and CRM integration. Scaling up with multiple support/sales agents and easy website integration, Zopim might be the answer for you.

Intercom describes itself as a Conversational Relationship Platform that gives you the opportunity to create better customer relationships. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair. Zendesk’s dashboard ties together your customer interactions from every possible channel. The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users.

With over 190 integrations and 175 features, this all-in-one help desk solution has everything you need to provide personalized support to your customers. LiveAgent is a very popular alternative to Intercom that works great with smaller support teams. Resolution Bot has taken on such a large part of our support work that it has become like a teammate in and of itself. Updates to the bot are simply a regular part of our day-to-day work.

A Task Bot also automatically asks our customers to rate their conversation with us so our team can gauge how they’re doing. And within our help articles, a Task Bot automatically opens a conversation for people who rate the article with a 😐, so our support team can offer more help. You can add unlimited agents and monitor their performance from the admin page. The dashboard provides an overview of website visitors and allows you to trigger engagements.

There has to be some human approval because it can’t be that Fergal asks the bot, ‘Hey, what’s Des’ credit card number?. You can foun additiona information about ai customer service https://chat.openai.com/ and artificial intelligence and NLP. The bot will be like, ‘Well, I know the answer to that because it was in this other conversation Des is in.’ That would be unacceptable.

They offer both free and paid plans for customers, and have focused on making their product intuitive, transparent, and fun. Tidio also tags customers and records all chat conversations, so businesses can refer back to them if needed. There are dozens of tools that offer similar functionalities related to customer support, conversational AI, and CRM.

We achieve that control by breaking it up into special purpose modules that do each thing separately. Like Intercom, LiveAgent offers a ticketing system, chat engine, and customer profile features. It also integrates with a number of external applications, including Zendesk and Salesforce.

Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. WhatsApp Business Chat and Facebook Live Chat Plugin are among the most frequently installed solutions for business massaging on a budget. Gorgias also allows you to set up automatic replies to common questions, set up order tracking bots, apply loyalty points, manage subscriptions, and more. It is one of the more chatbot-oriented solutions in our ranking, just like Tidio and Drift.

It offers a suite of tools to help businesses with inbound marketing, including a website builder, customer management, and marketing automation tools. The best features available in HelpCrunch are its open API, chat widget, and ticketing system. They allow you to connect with your customers, provide customer support, and track customer behavior. HelpCrunch is also easy to set up which makes it one of the best Intercom alternatives. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution.