İsmail DÖNER

Each ticket type has a selection of attributes (similar to Help Scout’s custom fields) that the agent can fill in to provide context. For instance, if your product is a mobile app, you might have a “bug” ticket type with attributes for details like which type of phone your customer is using, iOS or Android. Talk is built into the Ortto marketing and customer data platform, so your team has all the data they need at their fingertips to provide personalized, relevant responses, faster than ever before. Jetdocs is a collaborative ticketing solution that is integrated into Microsoft Teams and Slack. We empower your teams to create no-code workflows that standardize your processes and connect your teams.

Though help desk software and CRMs historically existed in their own worlds, Kustomer worked to combine the two concepts into one useful solution. Kustomer allows users to see the whole picture of each client and update every system at once, saving energy and time. Many small businesses trust Hiver because their teams are already familiar with Gmail. Since everything is based around this email service provider, new users do not even require training. Though Hiver is best suited for small companies, that is not to say the software does not work for large enterprises.

Intercom vs. Zendesk – helpdesk software with customer service features that make it less painful to build custom chatbots

The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages. 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. 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. It tends to perform well on the marketing and sales side of things, which is key for a growing company.

• Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback.
• Finally, Enterprise will run you $69 per user annually or $83 monthly.
• Agents can use the desktop chatbox to respond to customers in any outbound channel.
• There are many businesses that use Zendesk to offer support via voice, chat, email, messaging, social channels, and other touchpoints.
• These items allow the website to remember choices you make (such as your user name, language, or the region you are in) and provide enhanced, more personal features.
• For instance, you can integrate Asana for project management, and integrate with Certainly for automated response and customer self-service.

At Zendesk, we understand that every company is unique and so are their customer service needs. Our plans range from Suite Team ($49/month per user when billed annually) all the way up to Suite Enterprise ($150/month per user when billed annually). And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision. Gist is a powerful customer engagement platform that helps you engage with customers in meaningful ways. Whether it’s through automated conversations, one-on-one interactions, or multi-channel messaging, Gist has you covered.

Customerly vs. Zendesk vs. Freshdesk: Which is the best tool for your customer support team?

Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page. Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. A complete set of customer service management offerings to help you create human relationships with your customers.

You may want to consider Groove HQ as an alternative to Zendesk if your company is a startup. Unlike Zendesk, Groove offers a knowledge base, live chat, and automations in its base plan, which starts at $20 per user per month. It helps teams assign, metadialog.com track, and collaborate on customer queries, as well as run the most advanced analytics and automation right from Gmail (a platform most of us are familiar with). It’s a full-fledged customer support solution that is feature-rich as well as simple.

Eliminate guesswork & resolve customer issues at ⚡️ speed

Customers appreciate good customer support and respond positively when their issues are resolved quickly and efficiently. They expect to be taken seriously and provided with helpful solutions to their problems, and when they receive this type of service, they are usually delighted. Intercom gives companies a way to manage their customer support workflows in one place. With its excellent app ecosystem and native functionalities, companies can create a truly personalized tool that does exactly what they need it to. While the basics of getting started with Intercom or Help Scout are pretty straightforward, questions are bound to come up. One would think that most customer service platforms would be known for great support experiences, but this isn’t always the case.

With industry-leading automation, your team can cut resolution time by 44%. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support.

Use case 2: A business that operates in multiple languages

Keep the conversation going across a range of channels without missing a beat. Consolidate every part of the conversation –  including live chat, email, and SMS – in a single inbox. Pricing stands at $35/mo/user and they only have one pro plan which includes all of their features. Best for teams looking for quick solutions who don’t want to pay for add-ons such as KnowledgeBase, Live Chats, etc. They “integrate” with almost everything (what that even means is many things… does that mean it’ll do what you want it to do? questionable), they have help docs, an included community platform even. If you own a small business, Zendesk and intercom do the same thing.

It can automatically suggest relevant articles to customers reducing the workload for your support agents. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? One place Intercom really shines as a standalone CRM is its data utility.

Zendesk or Intercom: Email features

Intercom’s solution may be more customizable, but the two products are comparable in core functionality. On the whole, Intercom’s implementation of shortcuts is good, though there is one shortcut that might be tricky. Intercom uses Ctrl + K (⌘ + K on a Mac) as the shortcut for its action menu. This combo is often used in other software to insert hyperlinks into text. Using the shortcut here might be frustrating for those accustomed to the hyperlink use case. An easy fix would be to place an “add a link” option in the action menu to accommodate those who may try to use the shortcut for linking out of habit.

Jetdocs excels at B2B ticketing experience with features tailored for such an environment but lacks some aspects the B2C & D2C companies require. They have a nice implementation of live chat in their product as well, it’s actually thoughtful (and further customer-focused). Help Scout on the other hand can be best described as a customer-centric tool. They have done an incredible job at building somewhat of a community around their software. The Zendesk Sell plan has the features you need to turn your website visitors into paying customers. It has live chat with AI Chatbot Integrations to help you answer visitors’ questions and pitch your services to them.

– Ensure team collaboration

As well as Intercom, it allows sharing of private notes with other support agents. To begin with, communication with customers is important these days. Without proper channels to reach you, usually, customers will take their business elsewhere. And, thanks to the internet, a few taps will lead them right to your competitor! Most businesses use live chats as their main customer communication channel.

• If you’re looking for a customer support tool that involves advanced features regarding custom bots, try using Freshdesk.
• It allows team members to collaborate and manage customer inquiries, as well as track project progress and workload.
• Our mission is to empower SME ecommerce & DTC brands with powerful software without breaking the bank.
• 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.
• Plans start at $10/month for 50 tickets/month and scale to $900/month for 5,000 tickets/month.
• The platform is relatively easy to use in comparison to Zendesk, making it more accessible for small and medium-sized businesses.

Hiver is a customer service platform designed for small teams that operate within Google Workspace or Gmail. It allows team members to collaborate and manage customer inquiries, as well as track project progress and workload. One goal of a strategic customer experience function should be to get fewer tickets.

Zendesk Alternatives Comparison Summary

If you want a system that is just like Zendesk, then check out Freshdesk or LiveAgent. Alternatively, some companies want a software similar to Zendesk but more accessible and modern. If this preference sounds like you, then check out all-in-one solutions like Help Scout or HappyFox. Using Intercom, users can communicate with clients via email, live chat, push notifications, and in-app messaging. These options enable companies large and small to reach the right people on every platform at the right moment.