Gorgias vs Intercom: Top Differences & Similarities

If you’re a growing business, you might want to go with Intercom. If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom. Let’s examine and compare how each platform addresses these crucial areas to ensure effective support operations and data protection.

Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. Gorgias is a customer service software designed for ecommerce stores. They’re primarily a Shopify app, but recently they’ve integrated with WooCommerce and BigCommerce.

Intercom vs Genesys Cloud CX

For businesses looking for basic chat and messaging features, Intercom charges a flat fee of $59 per month for its Start plan with one user and $119 per month for its Grow plan with up to 5 users. To create help articles, you can choose a template or create one from scratch, customize the template, import files or docs, and publish within minutes. Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%. You can even create an internal knowledge base to keep your agents well-trained and ready to delight customers.

Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. At the same time, they both provide great and easy user onboarding.

Zendesk vs Intercom for pricing

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. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business. To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget.

The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware. Intercom offers call center features for your business via add-ons. Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. What makes it different from other help desk tools is the Answer Bot. This is an AI assistant that will help anyone navigate Guide by providing results as you type your query.

I’m pretty sure it’s a benchmark for other chat widgets out there. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality. If you’re smaller more sales oriented startup with go Intercom. But, if you just need a secure and quick data transfer, opt for Help Desk Migration.

Track key metrics, measure campaign success, and optimize customer engagement strategies. Zendesk offers a basic plan that is affordable and will suit my needs. However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store.

When to use Intercom?

It sets the perfect platform for collaboration between your sales and support teams. For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members. Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Once, the ticket is created, customers get a notification that their issue or request has been received and registered. Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead.

It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience.

Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing. However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. Intercom comes as a messaging platform with an in-app messenger. If your business has an app, in-app messaging can be used to send messages to customers.

Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. 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. …Not on purpose, but, because despite what we see on the news, people are generally nice. Zendesk only offers a thumbs up / thumbs down CSAT, which, you guessed it, makes for a sea of that symbol beloved by hitchhikers. This turns your CSAT into a vanity metric rather than a way to get an accurate read on your customer experience.

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