11 Powerful Intercom Alternatives in Customer Service

Administrator reports allow managers to observe real-time CSAT scores, conversation volume, first response time, and time to close. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Agents can prioritize overdue tasks, today’s tasks, or future tasks. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals.

Instead, they’ll have to send screenshots or you’ll have to switch to a platform like Zoom. This makes things more complicated for both parties involved, and it’s not an efficient use of time or resources if you need to solve complex technical issues. There are a few good integrations that offer cobrowsing — including our solution, Fullview. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”.

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We have the skills and experience to help you switch from Zendesk to Intercom smoothly and efficiently. Check out which Intercom alternatives offer better value for money and will suit your business needs.

• Channeled provides internal team members with a unified view of inbound and outbound customer messages.
• If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again.
• One of the most popular integrations on the platform is between Zendesk and Intercom.
• 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.
• Used to create communication processes from different communication channels, Zoho Desk is a strong alternative to an Intercom help desk.
• Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

It will permit you to migrate all your data to a future platform in just a couple of clicks. Thus, you will be able to have your import or export done in a timely fashion without putting pivotal tasks on the shelf. With Skyvia you can integrate Intercom with Zendesk in a number of ways. If you need to load data in one direction, from Intercom to Zendesk or vice versa, you can use Skyvia import. For loading data in both directions, Skyvia offers powerful data synchronization.

Zendesk vs. Intercom: Collaboration Tools

The second factor is the type of customer you have to be served by CCM solutions. If you have customers who are always on the go, you will need a platform that offers mobile capabilities. If you have customers who are more likely to be at their computers, you will need a platform that offers web-based capabilities. Customerly is in-app messaging platform for SaaS companies and provides solution to engage with SaaS users, support them and gather feedback (CCM solutions). Intercom’s large series of bots obviously run on automations as well. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed.

• They both offer some state-of-the-art core functionality and numerous unusual features.
• Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”.
• We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.
• This allows them to better segment their audiences and target their messaging more effectively.
• Some of the categories of data you can import and organize into dashboards include comments, average customer reply times and events/activities.
• Customerly is in-app messaging platform for SaaS companies and provides solution to engage with SaaS users, support them and gather feedback (CCM solutions).

If you’re not logged in, you’ll be prompted to log in as part of the authorization process. It does not require any coding skills to create and add your flow to the place you need it. Search and insert any knowledge article from your help center without leaving the message composer. Our mission is to break apart what CRM is and means.Here we discuss anything that helps create more meaningful lasting work relationships. Choosing the right platform is much easier once the needs are identified. Businesses can use the trial versions to find the best software and decide on the platform that suits them best.

Is Zendesk better than Intercom? Our final points

To achieve the multilingual journey efficient and streamlined, LOQED has partnered with Lingpad to localize their comprehensive knowledge base. Import existing content from Intercom Articles with or without translations. Choose the ‘automatic-pull’ feature to update your knowledge base articles even when you are off the clock. Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.

The customer service reps I talked to were very helpful during the entire process. With our Migration tool, you can conveniently import and export massive portions of varied records types to or from Zendesk to Intercom. Check out the details of entities you can import or export applying automation by yourself from tech support team. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk. When performing the synchronization periodically, Skyvia does not load all the data each time.

Zendesk’s Explore offers exceptional reporting features, but Intercom should still be adequate for most users

It is also not too difficult to program your own bot rules using Intercon’s system. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. For Intercom’s pricing plan, on the other hand, there is much less information on their website.

• And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help.
• HelpCrunch is a communication platform for support, marketing and sales (CCM solutions).
• You can even save custom dashboards for a more tailored reporting experience.
• You’ll have to to grant us with your Zendesk login credentials to be able to carry out the export.
• The service was excellent, during all the steps of the transition we felt taken care of and monitored perfectly.
• With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature.

To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

Appy Pie Connect allows you to automate multiple workflows

Showing 20 of 585 Marketing Automation ideas using Autopilot’s Intercom and Zendesk integration. Connect nearly any data source with our Flex Connector or a 3rd party ETL tool. While Intercom does not offer free trials, they do offer demo versions of each plan. Survey composer allows you to create the question and answer format, also customizing color, rating scales, and greetings. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses.

The amount of data you have for each object in Zendesk will affect the duration of the transfer process. The more data you have, the longer it will take metadialog.com to transfer it from Zendesk to Intercom. This is because Zendesk has rate limits on how many records can be accessed or transferred per minute or hour.

Ask our Professionals to Help with your Zendesk Export

Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Zendesk also has the Z Bot, which will take your knowledge base game to the next level instantly. It can automatically suggest relevant articles to customers reducing the workload for your support agents.

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle.

Zendesk vs Intercom: Reporting and Analytics

From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. 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. However, if you are looking for a robust messaging solution with customer support features, go for Intercom.