Compare Zendesk vs Intercom for Ecomm Businesses

Fortunately, both Gorgias & Intercom support macros to help your customers save time and increase productivity. You can also insert a macro to a rule (say, if they ask to cancel an order); that helps you save time even more. Gorgias comes with advanced machine learning that detects the intents and sentiments of each message.

Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses. User icons would be a great addition to replace chat icons or messaging buttons. And that’s really it, that’s how we tend to build comparison charts internally. So we have the basic product, 100k users for 100 a month, and a premium option which is their enterprise option.

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

It’s also worth noting that since Intercom has an Open API you can easily integrate it with your own product, tech stack, or other tools. In addition to all of the above, you can create separate inboxes for different teams and set user roles & permissions on both Gorgias and Intercom. However, we’ve noticed that even though all the support channels were integrated into one, teams had to get back to their collaboration tools to ask for help or share ticket information. To help you pick the right tool, we decided to compare the two leading ecommerce customer service software in the market, i.e., Gorgias & Intercom. Read through the article to understand their strengths and shortcomings and find the tool best suited for your needs. If you’re a SaaS business, Intercom’s chat messenger may be a good fit inside your application.

• Still, for either of these platforms to have some email marketing or other email functionality is common sense.
• Zendesk, like Intercom, offers multilingual language functionality.
• Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool.
• The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.

There’s no need for outside consultants or teams of dedicated admins even if you have a complex support setup. Help Scout is nimble enough to flex to your needs as you grow. We focus solely on building tools to help you connect with your customers and our product roadmap and priorities reflect that. If you’re a small business, you may want to consider Intercom as it offers a nice set of features in its most basic package—without breaking the bank. Beyond this, Zendesk Chat also offers analytics so you can study your efforts and make better decisions going forward.

products for you.

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users. It can help you to reach out to customers and help them complete purchases. Intercom integrates with far more applications than Zendesk Chat. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business.

You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents. Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters. With Zendesk, you can easily sort or filter your tickets using parameters such as date, ticket priority, tags, source, and more. Now, when it comes to customizing your dashboard and making it suitable for your unique needs, Zendesk does a good job. The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics.

Zendesk vs Intercom for pricing

Chatwoot gives you all the tools to manage conversations, build relationships and delight your customers from one place. Intercom’s pricing starts at $59/month for a bare-bones version and goes up to over $499/mo for their most robust offerings. Intercom users pricing is also incorporated into the tiers, with the number of allowable users increasing as the price level does.

It’s a big task predicting what you’re going to pay for Intercom at the end of the day. While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money. You can filter, export, and drilldown on the data in a couple clicks. For early-stage startups who want to improve their customer relationships.

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Zendesk’s tried and true approach to ticketing is both familiar and effective. For a full list of the available apps and integrations, you can check out their app store here. If you’re interested in just live chat, you’ll want to look into the Acquiring package. Both applications have some common features and a set of their own unique features to set them apart from each other. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Administrator reports allow managers to observe real-time CSAT scores, conversation volume, first response time, and time to close.

Sure, you might eventually get all the features you need, but at what cost? (Literally.) With Dixa, there are no surprises and no hidden fees. We’re not a ticketing system pretending to be something else. We’ve got everything you need to deliver superior service, built-in.

Intercom vs Zendesk features & functionality

The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data.

As you can see in the above table, Gorgias supports Shopify, Magento & BigCommerce but doesn’t support Magento & Squarespace. Powerful analytics to help you understand the reason for contact and generate ideas for automation. If you are an ecommerce business, Enchant is likely going to be a better fit for your company. Enchant charges per seat, meaning you are billed for the number of people that need to log in and communicate with

your customers. These days both Enchant and Intercom cover a lot of the same functionality.

Founded in 2011, Intercom has quickly become one of the most versatile and comprehensive customer support tools on the market and they are showing no signs of slowing down. If your company is looking for customer support software, you have likely heard of Intercom and Zendesk. Zendesk might be the more affordable option, but Intercom allows you to integrate with platforms like Shopify without having to add on an additional product. Your best bet may be to try out both products and see which one works out better for your needs. There’s the most basic package, called the Essential, which is $87/month.

On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client. You can view customer conversations under multiple inboxes, check pending tickets, set the priority of issues, add labels- all from an intuitive dashboard. In addition to this, Intercom provides your business the right platform to offer proactive support. You can use targeted messages to suggest quick tips to new customers or to simply update them about scheduled outages or changes in business hours. With Help Scout you can start having conversations in minutes, with fewer clicks, and manage the setup yourself.

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. In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC.

• On the other hand, you need to be careful about the various needs and requirements of your support team.
• Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary.
• So we’re really seeing, we’re really set up with email, and if you want anything else, you have to do it yourself.
• However, there are some key differences between the two products.

You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible. So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away.

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. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month.

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