Crossing the threshold: Exploring Intercom’s Customer Service Trends Report for 2024

Optimizing your listing can not only boost install numbers but also help you get in front of the right customers. Spectre is a simple yet customizable Help Center theme to fit most brands and features effortless integration of your brand elements such as logos, color palettes, and typefaces. Add your branding and the theme will automatically highlight posts, recent activity, and community interaction. In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free).

Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Zendesk wins the self-service tools category because it provides extensive help center customization options.

Free HubSpot CRM

Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites. It features the Intercom Messenger, which works with existing support tools for self-serve or live support. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities.

Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.

Calizy for Support

If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now. It’s highly customizable, so you can adjust it according to your website or product’s style. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff.

As you can imagine, banking from anywhere requires a flexible, robust customer service experience. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to intercom and zendesk be. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace.

View your Intercom data in Zendesk

This table gives an overview of how Zendesk and HubSpot CRM compare in terms of their offerings. Attend Zendesk Relate 2024 in Las Vegas to learn about the latest industry trends and product innovations, grow your skill set and influence, and exchange ideas with CX experts from around the world. 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. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper).

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. It really shines in its modern messenger interface, making real-time chat a breeze.

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. 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. Zendesk and HubSpot have pros and cons, so either can be better for you, depending on your business needs.

Easily identify which orders are covered under ShipInsure’s protection plan directly on Zendesk tickets, ensuring you’re always informed. 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.

Send workflows in messages, embed them in canvases, bookmark them in a channel, and more. So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load.