Best Intercom Integrations in 2023 for Customer Support

Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce.

Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization. The ability to see the customer’s e-mail address in dialog mode instead of looking through a form would be a useful feature as well — in this regard, it would be wise to take some notes from Intercom. For instance, in this blog you can read why the Outreach (a tool for active sales) IT juggernaut preferred Zendesk to Intercom and almost picked Desk.com. Our advice is to play around with all of these Zendesk alternatives and decide what works best for you. Thankfully, both Gorgias & Intercom come with mobile apps for Android & iOS.

Compare Intercom With Other Popular Customer Support Tools

Salesforce Service Cloud is a customer relationship management (CRM) behemoth that also offers a help desk solution. It promises to help you deliver a smarter, more personal customer experience to customers. However, what makes Zoho Desk different is an AI-powered assistant called Zia. Zia can speak or chat with customers and answer their questions based on content in the knowledge base.

• Founded in 2015, Gorgias is a relative newcomer to the space, but it has quickly come to dominate among DTC brands.
• It’s often considered as a better alternative to LiveAgent, Kayako, and Zendesk.
• There is also integration with project management tools such as Jira, Slack, Mailchimp, etc.
• Both Enchant and Zendesk charge per seat, meaning you are billed for the number of people that need to log in and provide support to your customers.
• Zendesk chatbot software is a suite of support app that helps transform your customer service into actionable customer retention and lead source via agent deployment.
• Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers.

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. 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.

Intercom for small Business

Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. You can use it for customer support, but that’s not its core strength. Therefore, Userlike software may only work as a Zendesk replacement if you’re looking for a platform for customer communication. We want your team to experience the opposite, that’s why we keep our interface user-friendly and clear. Your team can work from one inbox, where all communication channels, integrations and customer data come together. Unlike Zendesk, our customer engagement platform offers more than just a traditional ticketing system.

• You can set up additional integrations using tools like Zapier as well.
• Intercom’s is called Help Center, and Help Scout’s is called Docs.
• Front combines the simplicity of email inboxes with the insights and automation of a CRM.
• With Zendesk, organizational data silos can be a thing of the past.
• Zendesk wins the major category of help desk and ticketing system software.
• Since Intercom supplements their chat functionality with apps and integrations, you can consolidate several communication channels in a single inbox.

But sooner or later you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. They’ve been marketing themselves as a messaging platform right from the beginning. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

Improve your productivity automatically. Use Zapier to get your apps working together.

For freelancers and enterprises, Zendesk is likely to be a better fit. The trigger feature reduces cart abandonment and increases conversions. It plans on using this funding to research machine learning technology instead of just lining their own pockets. In the duel between Zendesk vs Intercom, it seems that Zendesk chat rises slightly above Intercom. That doesn’t necessarily mean that Zendesk chat is right for your business.

With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. That is, while some may be looking for an all-in-one customer support tool, others may be looking for a more simple and straightforward option to accomplish a specific task. This robust platform offers a high-definition view of customer experiences by providing real-time insights into satisfaction, sentiment analysis, case resolution time, agent performance, and more. This customer communication platform enables companies to provide support at scale. Front uses the simplicity of an email inbox and combines it with the automation and insights typical for a CRM to manage customer communication.

Easy interface and modern channels

Intercom, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It syncs customer data and allows you to track users’ actions in the store. However, you will not be able to modify orders directly from the app. By focussing on the needs of small and medium businesses, we’ve built

a solution that’s easy to understand, easy to use & easy to setup. Enchant provides a fast and smooth

experience for your team and is completely invisible to your customers.

The top alternatives to Zendesk are HubSpot, Freshdesk, Help Scout, Zoho Desk, Salesforce Service Cloud, and Intercom. While it’s no secret that Zendesk contains several relevant help articles that might be of help when you encounter a problem, some cases might require metadialog.com more than articles. While you can still use Gorgias on WooCommerce to reply to support queries across socials, email, and chat, it doesn’t allow you to make order modifications (yet). Our first call resolution rate is 88%, exceeding the industry average of 40%.

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It delivers a multi-channel support system with customer service automation. You can set business rules, SLA, and ticket routing based on the agent’s skills, language, and expertise. Each message will have identifiers so that they will be easy to recognize at a glance. As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction.

You can get a free trial period of 15 days, access to 24/7 support, and personalized onboarding services, but only on their $65 pricing plan. Best competitor to Zendesk for teams looking to enhance their communication and collaboration capabilities. Groove is another Zendesk alternative that streamlines the process of collecting customer inquiries and providing support as needed.

Customer support sucks – at least human support 🔊

Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento. The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). The self-hosted option is available for a one-time perpetual license fee that covers free upgrades for up to one year. More importantly, it gives customers access to the complete source code that can be completely customized.

Intercom’s workspace has some extra settings, such as dark mode and the ability to switch from chat layout to table layout, but the two are mostly comparable. For teams who may be upgrading from a standard email client like Gmail or Outlook, Help Scout and Intercom have shared inbox products that will be a huge step up. While the agent experience won’t look revolutionary to most support professionals, the customer experience is pretty nice. However, in recent years, more companies have chosen to use a single tool for customer communications across their entire organization, not just for a specific department. Ask for feedback from your customers as soon as the conversation ends to get a better understanding of how your interactions are influencing the entire customer experience, and make adjustments ASAP.

It’s time to have real conversations with your customers

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. What really struck me though is that people seemed to like Zendesk more. Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. It allows you to chat with visitors on your website and convert them into customers. 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.