The 13 Best Intercom Alternatives for Customer Support in 2023

The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them. In 2013, Intercom was featured on Product Hunt, where it collected a number of reviews from appreciative partners and garnered the reputation of the most efficient tool of its kind. For sure, on a daily bases, you see on your Facebook feed, on average, more 50 posts from friends, brands, and more. It’s hard to notice each one of them and harder to reminder at least two after a couple of hours. Intercom, in the examples above, is introducing its announcement in a general and broader context by underlining statements with which people can relate immediately.

Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.

Product Messaging Tool Comparison: Intercom vs Customer.io vs Zendesk Connect

The decision to choose a customer support platform should be based on a careful evaluation of your organization’s unique needs, customer interaction channels, scalability requirements, and budget constraints. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers. This scalability allows organizations to adapt their support operations to their expanding customer base. Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards.

Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination.

Robust self-service and knowledge management

In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews.

• While Intercom also provides a user-friendly interface, some users may find it a tad overwhelming, especially when juggling multiple support requests.
• Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts.
• Intercom’s Inbox organizes all of an agent’s core functions into one interface.
• The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool.
• At $15/month , the Growth model can accommodate up to 2000 bot sessions.

This enables your operators to understand visitor intent faster and provide them with a personalized experience. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce.

Support agents can easily view all ongoing and past conversations in a central location so that communication between your business and customers is fast as well as personal. For businesses looking for a comprehensive customer service and support tool, Zendesk reigns supreme. Its feature offering is second to none and for growing companies, Zendesk scales as well or better than any other customer support platform on the market.

You keep having to get around their bugs, which you can, it is just annoying. Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021. It can team up with tools like Salesforce and Slack, so everything runs smoothly. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.

The company was founded in 2007 and today serves over 170,000 customers worldwide. Zendesk’s mission is to build software designed to improve customer relationships. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat.

Intercom and Zendesk, two of the most popular customer service platforms have gained popularity and unique clientele for themselves since their launch. While both are customer-centric, it is worth mentioning that when we dig even a little deeper, the differences and similarities become quite apparent, even to a casual observer. The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect.

Zendesk Reviews

Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Easily find customer profiles to ensure you’re providing them with the best possible service every single time. Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster. In terms of pricing, Intercom is considered one of the hardest on your pocket.

Zendesk’s Admin Center provides tools that automate agent ticket workflows. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle. As a rule, Intercom reviews are positive as many users praise the interface, the ease of use, and the deployment of the software. However, some users remarked that a developer is needed to properly install the software or run the risks of problems in the future.

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