Intercom to Zendesk Integration: Connect Easily with Magical
Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. With Magical, you can transfer data from Intercom to Zendesk in seconds – no complex integrations or code required. Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information.
An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t. It’s an invaluable tool for businesses aiming to enhance customer satisfaction, increase conversions, and build lasting relationships. The comparison of whether Intercom is better than Zendesk depends on your specific customer support and engagement needs and objectives. If you seek to enhance customer engagement through chat-based support, in-app messaging, and proactive outreach, Intercom may be the superior option. While both Intercom and Zendesk excel in customer support and engagement, the decision between the two depends on your specific requirements.
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. The Zendesk Workspace provides agents a single workspace with access to all team collaboration and customer communication channels so that an agent can manage all conversations without switching interfaces. 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.
Intercom VS. Zendesk: User Review
The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. Conversations allow you to chat to your customers in a personal way. Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams. As a Zendesk user, you’re familiar with tickets – you’ll be able to continue using these in Intercom. Both intercom and zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget.
Both Zendesk and Intercom are quite popular and have a comparable set of features. While deciding which one you would want for your organization, it is important to think about the features that are important to you and that works out for your specific needs. However, it is important to remember that either of the apps may not perfectly fit your needs.
Compare Zendesk to other tools
Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. There is also something called warm transfers, which let one rep add contextual notes to a ticket before transferring it to another rep. You also get a side conversation tool.
Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency. 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. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business.
With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. Both Zendesk and Intercom are excellent customer service solutions. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit.
Zendesk and Intercom are prominent players in the field of customer support and engagement platforms, each offering unique capabilities and advantages to address varying user requirements. Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts.
But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. 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.
Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.
One of Zendesk’s most notable aspects is its robust ticketing system. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution. This differentiates it from Zendesk, which offers a more traditional CRM experience.
Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article.
Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. You can use it for customer support, but that’s not its core strength. Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing.
Intercom vs. Zendesk: Comparing features, integrations, and pricing
What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. Intercom’s large series of bots obviously run on automations as well.
Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. I found that if I wanted to work most productively I’d need to have all four main Zendesk products opened in different browser tabs as there is no option of having all of them within a single dashboard.
Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people.
Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement. A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer support. Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness.
- ThriveDesk empowers small businesses to manage real-time customer communications.
- The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect.
- Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement.
- With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort.
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