Customer Service Software Built for Ecommerce

HubSpot is a popular martech tool with a plethora of features for SaaS and other online businesses. HubSpot’s all-in-one suite of tools includes capabilities for landing page creation, lead generation, email marketing automation, customer support, sales prospecting, operations, and more. 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. Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email. This makes it a great choice for businesses that want to provide their customers with a more personal experience.

• Plus, its ticket management system makes it simple to assign tickets to agents or departments and track the progress of each ticket in real-time.
• You can also analyze customer feedback in real-time, allowing your team to proactively address any issues or concerns before they become major problems.
• Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers.
• If none of these options helps your customer, there is a ticketing system that notifies you of new issues.
• Thus, any specific in this smaller than Intercom solution, would be a better choice in case you need those.
• On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools.

Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to.

Overview of all products

It provides a full suite of tools to help you manage customer interactions, including ticketing, messaging, and automated workflows. Plus, the intuitive interface makes it easy to set up and use right away. HubSpot Service Hub is a comprehensive customer service platform designed to help you provide exceptional customer experiences. It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries. With HubSpot Service Hub, you can also customize the look and feel of your customer support page to match your brand for a professional touch. HelpCrunch is a customer engagement platform that helps businesses to keep track of customer interactions, chat with customers, and measure customer engagement.

By using Help Scout, whether or not you like it, you’re joining a “customer-centric support community”. When I see companies using Help Scout, I can’t help but just feel connected to them – just like that, they feel like a friend. Somehow Help Scout has managed to do this and it’s not surprising given that they invest a lot into CS research, education, and they treat their employees really well. So with that, you’re in good company, and if you’ve used any of the above services and have reached out to their support team, I’m sure you’ll know exactly what I’m talking about.

Zendesk vs. Intercom: An Overview

With this tool, you can automate your lead routing so that it ends up with the right sales rep. If the answer is “yes”, then that’s where I can vouch for Front, but again, you’re accepting support fragmentation, and good luck roping that back in in the future. Again, if you’re a small team, you should probably have a primary and centralized support channel, usually “” – that way you can better control routing and tracking feedback.

Despite all these advanced features, Zendesk’s high cost and difficulty in use sometimes cause businesses to look for Zendesk alternatives. Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho. Do note, that if your primary requirement is live chat then it’s only available in their highest tier which is around $50/mo/user. At that price point, it’s not too far away from where Intercom stands. Unlike platforms like Jetdocs, which gives you unlimited departments in their pro plan, Zoho limits you to 15 departments even on their highest tier. Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations.

Help Scout vs Intercom: Is It a Tie After All?

If we take a closer look at the features of the Intercom; live chat, shared inbox, and help center is among its most powerful features. It provides great benefits to businesses in processes with solutions such as workflow automation, self-service routine, and automatic response. Qpien, a complete new-generation customer communication platform, has various marketplace integrations in addition to communication channels such as Facebook, Instagram, and WhatsApp. Thanks to these integrations, businesses can professionally manage customer comments in addition to customer chats and increase conversion rates.

This information helps organizations revisit the knowledge base and make changes to help documents as necessary. If you have a business website on which you also want to provide support, adopting a chat tool is the easiest and most convenient solution. Intercom allows you to use their chat feature through a chat widget.

Why Should You Use a Zendesk Alternatives?

HubSpot is a comprehensive marketing and sales platform that includes a powerful customer communication tool (CCM solutions). It offers features such as live chat, email automation, and contact management, as one of the alternatives to Intercom. Today, our focus is on Zendesk vs. Freshdesk, two popular customer service platforms offering a range of features to help businesses manage customer service operations.

Groove is an all-in-one customer service platform that helps teams provide personalized and efficient customer service. It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding. With Groove, you can easily manage multiple channels such as email, live chat, and social media in one central hub. Zendesk Chat is a customer communication platform that offers live chat, messenger, and email integrations (CCM solutions). It also has features such as team collaboration, contact management, and custom branding. Finally, for startups or small businesses looking for a cost-effective live chat solution, Crisp.Chat is the best option.

Additional menu

Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself. This customized dashboard will help you see metrics that you’d like to focus on regularly.

It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly. The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc. Depending on your business needs you will need appropriate live chat software. Intercom and Zendesk are two popular options that we wanted to compare and help you decide which one works for you. They have a nice implementation of live chat in their product as well, it’s actually thoughtful (and further customer-focused).

Intercom details

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. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. Zendesk started in 2007 metadialog.com as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have.