How to analyze Zendesk tickets & Intercom chats for insights

Merchants can also embed a chatbox/LiveChat on the customer return center. Though these apps didn’t make the cut on our list of the top full-scale intercom integrations, they’re still useful and a great addition to your Intercom setup. You can even integrate Statuspage with Intercom to give your customers the ability to report incidents directly from the Intercom dashboard. With this integration, you can add status updates as part of your account management workflow, so you don’t have to worry about keeping track of them separately. Fullview also provides tools, specifically Fullview Console, that allow you to troubleshoot issues with no effort or delay. You can clearly see console information like device, network and user journey in an easily accessible side-panel on a call or when watching a session replay.

The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure. Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021. Being my first time dealing with a migration, they were very patient with me as I guided myself through the process of migrating data.

Features

With the Productboard app for Intercom, you can capture valuable product feedback in Intercom and then send it to a centralized repository where it is easier to organize, glean insights from and implement i. Fullview augments Intercom’s functionality by giving companies the option of adding cobrowsing, session replays, and customer calling to Intercom. For businesses with complex products — especially in SaaS — having these features can go a low way towards making it easier for support agents to resolve support tickets. Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform’s modules include chat support, call center solutions, help desk applications, and knowledge base, so you’ll cover all the bases of efficient customer services. Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing.

• Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted.
• ClickDesk’s support features are unique in this list, as they offer voice and video support in addition to live chat.
• Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize.
• This enables all departments to collaborate seamlessly, organizing their messages and delivering timely support to customers while maintaining a personal connection.
• Manual tagging is also subjective as agents may interpret the content of tickets differently.
• That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.

For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Try out mParticle and see how to integrate and orchestrate customer data the right way for your business. Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.

Complex and confusing pricing

The automatic process goes through checking and adjusting regularly. When organizations out there don’t have the time to control the transition process, they may seek out support from help desk software providers. Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. Check out our list of 9 Zendesk alternatives to consider for your support team.

• Again, Zendesk has surpassed the number of reviewers when compared to Intercom.
• Intercom offers a simplistic dashboard with a detailed view of all customer details in one place.
• Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows.
• By considering the factors mentioned above, you can narrow down your choices and select the ideal Zendesk competitor that aligns with your business requirements and goals.
• Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.
• If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.

We recommend running a small batch of records (say 5%), and using that to project time to completion. The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers. The amount of data you have for each object in Zendesk will affect the duration of the transfer process. The more data you have, the longer it will take to transfer it from Zendesk to Intercom.

The Verdict: Intercom vs Zendesk – Which Is the Best CRM Solution?

The script will also need to be monitored and adjusted as needed during the transfer process. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. «Favorable» and «Critical» user reviews are selected using the review helpfulness score. The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.

If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again. If this becomes a persistent issue for your team, we recommend contacting Zendesk. Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key.

Advance Your Zendesk to Intercom Import with These Options

If you don’t plan on building a huge enterprise just yet, we have to give the edge to Zendesk when it comes to flexible pricing options. Help Desk Migration service provides endless import features with no compromising on safety. We regularly check all servers and make advancements, so that your business data is safe according to the fresh standards.

Unfortunately, Intercom doesn’t have this functionality and you’ll need to ask your users for console information like network and device details, user steps, bugs, etc. Intercom doesn’t have a built-in feature for escalations, so for level 2 and level 3 customer support, you will need to use an integration. DMs allow you to send messages to users directly from Intercom’s interface, rather than having to switch over to another metadialog.com app like Messenger or WhatsApp for communication purposes. This makes things much easier for all parties involved and keeps all your customer communication is one place so everyone has access to it. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans.

The agent assistant app that gives you everything you need at your fingertips.

Zendesk’s dashboard ties together your customer interactions from every possible channel. This makes it easy for agents to manage requests and communicate with customers more efficiently. They also offer features that enhance collaboration amongst employees if you have a bigger team. In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk.

Skyvia offers powerful visual editors which allow precise mapping configuration to quickly configure your data migration or synchronization between intercom and zendesk. Skyvia offers a number of benefits for import Intercom data to Zendesk or vice versa. With Skyvia import you can use data filtering, perform data transformations, and many more. Besides, Skyvia supports the UPSERT operation — inserting new records and updating records already existing in the target. This allows importing data without creating duplicates for existing target records. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

Linking Intercom

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. If you create a new chat with the team, land on a page with no widget, and go back in the browser for some reason, your chat will go puff. Intercom has more customization features for features like bots, themes, triggers, and funnels. Proactive tools help your team solve problems before customers reach out, with minimal effort. Helpful suggestions of articles, text snippets or helpdesk templates that are relevant to the customer conversation.

Make your support ops fast, flexible and ready for anything with

experienced 24/7 support teams working month to month. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent. The Help Center is designed to give you a complete self-service support option (knowledge base). Users can use the information you are providing or turn to a community forum for answers. It works by applying both thematic analysis and sentiment analysis to your data. This enables you to capture deep customer insights without laborious manual coding.

Cons of Zendesk

With familiar customization tools, you can easily tailor the look and feel. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use.