How to analyze Zendesk tickets & Intercom chats for insights

Qpien’s LiveChat allows businesses interested in e-commerce to communicate with their visitors instantly. On the other hand, the platform integrates seamlessly with leading e-commerce software such as Shopify, Woocommerce, etc. With Intercom, you can set up a chatbot to handle simple questions from your customers. The bot can then direct customers to the right place in your app, website or knowledge center for additional help. This saves you time by not having to answer each question individually.

The last button in the bottom left of the screen is a link to the Admin home page, here you’ll find the tools you need to configure Zendesk. Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use. Zendesk, on the other hand, only has online support and a knowledge base.

The 14 Best-Rated Zendesk Alternatives & Competitors in 2023

The customer will then have the choice to return to the chat window, or reply directly to the email, converting it into a thread. However, agents are unable to forward a full chat transcript to customers after the conversation has closed. This would be especially useful if chats contain step-by-step instructions for troubleshooting. Your agents can jump right in and start using Intercom without a steep learning curve, which means quicker time to value.

• This site does not include all companies or all available Vendors.
• It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc.
• So yeah, all the features talk actually brings us to the most sacred question — the question of pricing.
• It plans on using this funding to research machine learning technology instead of just lining their own pockets.
• In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times.
• Unlock your customer experience (CX) potential with the best customer service software.

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. The platform gathers support channels such as live support, e-mail, social media, and telephone in a single platform. In addition, businesses can seamlessly manage all purchasing, returning, and post-purchase processes with Gorgias. Therefore, it is a customer service software that e-commerce businesses should consider.

What is Intercom?

Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations.

• The platform gathers support channels such as live support, e-mail, social media, and telephone in a single platform.
• This makes it easy for agents to manage requests and communicate with customers more efficiently.
• However, many current chat platforms make it difficult to switch seamlessly between live chat and other channels of communication, resulting in a frustrating, fragmented customer experience.
• Zendesk is not far behind Intercom when it comes to email features.
• If you’re looking for a single solution to integrate all of your customer support tools, Zapier is the way to go.
• Help Scout also makes it easy for organizations to track engagements with specific customers from the moment an internal ticket is open to the moment the issue is resolved.

This provides significant benefits to businesses in terms of reporting and analysis. Tidio is a fast and efficient way to solve customer problems for businesses. It has similar features to the Intercom and can be considered an affordable Intercom alternative. In addition, thanks to marketplace integrations, it is possible to respond to customer comments and feedback. It is an important feature that directly affects customer satisfaction. In this article, we compared the best Intercom alternative software in terms of features and prices.

Pick a appropriate time for data import

If your business has an app, in-app messaging can be used to send messages to customers. You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more. 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.

The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help. Please reload the page and try again, or you can contact Zendesk for support. Customer stories are another big part of the equation when comparing Intercom vs. Zendesk.

Zendesk vs Intercom: customer support

Here, we’ll dig into three different companies that chose Zendesk in the Intercom vs. Zendesk debate. Here’s a side-by-side comparison of Zendesk and metadialog.com Intercom’s pricing tiers. Check out the research-backed comparison below to better understand how each solution can add value to your organization.

You can also receive notifications about outages, security issues, and server maintenance. You can start with our forever free plan that offers up to 1,000 recorded sessions per month. If you need more features and sessions, you can upgrade to the pro plan, which starts at just $39 per month.

Intercom or Zendesk: Help desk and ticketing

It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.

• Increasingly, however, businesses are finding that current live chat platforms such as Intercom are falling flat due to a frustrating lack of functionality.
• To transfer your data from Zendesk to Intercom, a script will need to be created by an API developer to use the Zendesk and Intercom APIs to fetch and transfer the data.
• 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.
• So when it comes to chatting features, the choice is not really Intercom vs Zendesk.
• Intercom offers call center features for your business via add-ons.
• This compensation may impact how and where products appear on this site (including, for example, the order in which they appear).

This tool took the “painful” and “time-consuming” factors out of the data migration. How much will you need to invest in the switch from Zendesk to Intercom? The price will mostly lean on the business data volume you need to move, the complexity of your requirements, and the features you’ll choose or customizations you’ll request.

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First, a Home button gives you access to your dashboard, where you’ll find a snapshot of your current configuration. It allows you to chat with visitors on your website and convert them into customers. It allows you to anticipate customers questions and offer help when and where they need it.

For Intercom’s pricing plan, on the other hand, there is much less information on their website. There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. You can create new articles in a simple intuitive WYSIWYG text editor, divide them by categories and sections and customize it with your custom themes.