Help Scout vs Intercom: A Deep-Dive Comparison

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. While many customers will be drawn to Intercom for its chatbot functionality, they should know that only task bots are available on the Starter plan. Another part of the ticketing experience for agents is the ability to create child tickets. Child tickets let an agent keep better track of all of the behind-the-scenes tasks that may be required to resolve a customer request.

If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.

Messaging

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. Zendesk’s customer support is also very fast, though their live chat is only available for registered users. Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams. Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications.

Companies can also use Groove to create a knowledge base and customer portal, as well. On these platforms, organizations can present information via text and/or multimedia to help their clients quickly find the information they’re looking for. Anyway, Helpjuice focuses specifically on enabling users to create a fully-customizable knowledge base to be used by both internal employees and their customers. Such customization allows users to tailor the look and feel of both their customer-facing knowledge base as well as their internal knowledge base to that of their brand. Going along with this, many users report that Zendesk seems to have already “done it all” in terms of features and functionality.

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Six types of surveys are possible, including NPS, multi-choice, and free-form text. Access to support documentation in the moment helps customers get answers more quickly and reduces the strain on your support team. While customers can view your Help Center or Docs site directly, the two platforms also allow you to surface the articles throughout your website or in your app using their web widgets.

Help Scout is a Zendesk alternative that works well for small businesses. The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies. Yet, the platform also understands the importance of real-time updates of documents and information.

Zendesk vs HubSpot Service Hub

With LiveChat, companies can instantly resolve customer requests and manage e-mails on the other. The software allows businesses to manage all workflow processes from one place. In addition, it provides significant advantages to businesses in customer service with powerful features such as live chat tools, self-service tools, and demand system management. Their chat functionality is limited and doesn’t allow you to set available hours or holiday messages. They don’t offer SLA reminders to warn you about the breach well before time. To filter your conversations, you’ll be using ticket properties that are complicated to set up.

• Unlike other Zendesk and Freshdesk alternatives that rely on ticket numbers, Customerly focuses on having meaningful interactions instead of just keeping track of tickets.
• Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help.
• Ss if you are looking for a proper ticketing experience in your platform you should go with other alternatives here.
• Zendesk – Founded in 2007, Zendesk has been around the longest of the customer support tools, and has become the 800 pound Gorilla of the customer support world.
• While on one hand, you have to scroll through multiple comparison websites, online reviews, etc.
• While using Zendesk for more than a couple of hours, you can easily get tired and feel there is a lot of room for improvement.

Because there could be a thousand customers complaining at any given hour to all your staff having problems with business protocols. Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. Whichever solution you choose, mParticle can help integrate your data.

Introduction to the Tools

This can help businesses make data-driven decisions that can lead to improved customer satisfaction and retention. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite.

• There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results.
• If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.
• I wanted a simple multi-user solution for my CS team that DID NOT involve a complex ticketing system like Zendesk and had a suite of essential team features.
• Zendesk has more pricing options, which means you’re free to choose your tier from the get-go.
• Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked.
• Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur.

If that sounds good to you, sign up for a free demo to see our software in action and get started. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context metadialog.com from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people.

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With its intuitive design and comprehensive set of features, Help Scout makes it easy for your team to manage tickets, automate workflows, and provide better customer service in one place. Plus, its pricing plans are flexible and affordable so you can scale up or down as your needs change. Hubspot, of course, has quality in its products, the Service Hub is focused on the entire customer experience similar to how Intercom is but with slightly fewer feature sets. The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents. However, Hubspot does not provide a proper ticketing interface, instead, it is a very good live chat provider.