In addition to these features, Intercom offers messaging automation and real-time visitor insights.
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In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.įor example, in addition to a conversation tab, its messenger features spaces such as home, messages, help, news, and tasks, making it more intuitive for end users to navigate conversations and access help resources, company news, and more from within the messenger. Intercom offers a modern take on messengerīecause Intercom started as a live chat service, its messenger functionality is very robust. Zendesk and Intercom also offer automatic translation for customers who speak different languages, and they both let you customize the messenger experience to fit your brand with various designs, styles, colors, and sizes. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. However, you can connect Intercom with over 40 compatible phone and video integrations.īoth Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own.
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For example, Zendesk offers its call center software called Zendesk Talk, a virtual call center solution embedded into its ticketing system that allows agents to provide personalized support using voice-over-internet (VoIP) technology. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app.
As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. In addition to centralizing customer requests, Zendesk and Intercom both have routing and intelligence capabilities that enable you to escalate tickets to the right customer service agent based on their availability, workload, and expertise. Zendesk’s Agent Workspace and Intercom’s Inbox have similar features to convert phone, chat, email, and social media support requests into tickets in a single inbox, making managing and responding to them easier. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Intercom recently ramped up its features to include helpdesk and ticketing functionality. This can help support teams handle a higher volume of requests and resolve them more quickly. Help desk and ticketing software automate many of the repetitive tasks associated with customer support, such as routing customer inquiries to the appropriate support member, tracking progress on customer issues, and centralizing customer conversations and interactions from different channels.
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