Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people. But it’s designed so well that you really enjoy staying in their inbox and communicating with customers. All interactions with customers, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them fast and efficiently. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users.
The Company
Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. 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. When the company started in 2015, it used Intercom for live chat.
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