Zendesk vs Freshdesk: A Comparative Review of User Experiences

Zendesk wins the self-service tools category because it provides extensive help center customization options. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date.

From trial to onboarding and beyond, Help Scout wants its customers to succeed. Help Scout places the code in the same area where a user sets up their Beacon, which seems more intuitive. Intercom’s Messenger is powerful, though its best features aren’t standard. Intercom’s use of both conversation and ticket terminology may be confusing to some.

Intercom Inbox Features

Additionally, Jetdocs’ competitive pricing at 1/5th the cost of Zendesk makes it an attractive option for businesses of all sizes looking to optimize their customer support without breaking the bank. Crisp is the next-level customer engagement platform that takes customer service to a whole new level. It’s designed for modern businesses and offers powerful features such as automated conversations, real-time analytics, and multi-channel messaging. Plus, it’s incredibly easy to set up and use – so you can get started quickly and start delighting customers right away.

• 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.
• Resolution bots can automate the answers to commonly asked questions, and the platform’s custom bot builder lets you build your own bot from the ground up.
• Once customers send their questions, the team members linked to customer support at Hire-Hive are notified via email.
• Zendesk targets enterprise organizations, which have both unique requirements and large budgets.
• And, thanks to the internet, a few taps will lead them right to your competitor!
• Paid plans start at $19.99 per month and include up to 750 tasks per month.

Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. Userlike system is one of Zendesk’s competitors with a very user-friendly and simple UI. You can use it to combine messages from chat and other client communication channels in one window. Although it’s no secret that Zendesk has some useful help articles that may be useful when you run into a problem, some situations could require more than just articles.

Zendesk Inbox Pricing

For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads.

• Their chat functionality is limited and doesn’t allow you to set available hours or holiday messages.
• This customized dashboard will help you see metrics that you’d like to focus on regularly.
• There also isn’t a feature that will prevent two agents from replying to the same conversation simultaneously.
• Most of these tools are free for small teams, so you can get a lot of work done in one place; Zendesk.
• It automatically displays previous calls, orders, chats, or notes, so agents don’t have to look them up in multiple systems.
• 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.

Similar to Zendesk, Zoho Desk is a universal customer support tool with great integration capabilities and excellent value for money. With a comprehensive range of features, it enables you to provide exceptional support to your customers across various channels. With Groove, agents can provide customer service and support via email, Twitter, Facebook, live chat, phone, and even through text message.

Zendesk Alternatives for Better Customer Support in 2023

Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand. But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it.

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. Like when they bought out the Zopim live chat and integrated it with their toolset. HubSpot is a CRM software that is similar to Zendesk and offers features for marketing, sales, and support. The fact that all the tools are available in one place is the largest benefit for the clients. So it would be easy to start using features like marketing or sales in addition to the support tools.

Great customer experiences start with the Messenger

Help Scout also makes it easy for organizations to track engagements with specific customers from the moment an internal ticket is open to the moment the issue is resolved. This allows all internal teams to remain on the same page when working through a specific customer’s problem. Instead, you need to refresh your browser to see the latest changes made by others… or install a plugin or browser extension that refreshes metadialog.com your browser every few minutes. You know how Gmail updates automatically whenever a new email comes in? Enchant not only does this, but

everything about a customer request automatically updates in real time for everybody that’s logged in to the system. This is especially important in a collaborative environment where team members can pass requests to each

other or even work on the same request together.

There’s the cheapest plan for small businesses – Starter – that cost $74 per month and will include 1 seat and 1,000 people reached/mo. If you thought that Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’re going to pay for Intercom at the end of the day. They charge for agent seats and people reached, don’t reveal their prices, and offer tons of add-ons at additional cost. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. If you create a new chat with the team, land on a page with no widget, and go back in the browser for some reason, your chat will go puff.

Customer Service Training: Effective Techniques for Success

For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. Their reports are attractive, dynamic, and integrated right out of the box.

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. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. 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. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support.