Zendesk
Zendesk chatbot software is a suite of support app that helps transform your customer service into actionable customer retention and lead source via agent deployment. It has one of the most flexible plan structures, making it ideal for businesses of any size. It consists of support, chats, calls center solution, and knowledge base modules that you can upgrade separately. Zendesk makes support, sales, and customer engagement software for everyone with a quick to implement, easy to use, platform.
Pros:-
- Ownership: Assigning tickets to agents and allowing them to follow through the entire process from end to end.
- Organization: Multiple teams can be in the same instance and tickets can be assigned between teams depending on which stage of the process it is up to.
- Ease: For both end-users and agents. The end users can either just send an email to a designated email address or go in and use a preconfigured template on the landing page.
Cons:-
- Out of the box, features are lacking
- Support not always responsive
- Costs to add on other features to empower staff can get costly
Intercom
Intercom is a customer support platform that utilizes user intelligence and behavioral targeting to help businesses better understand, improve, and benefit from customer communication. An intercom is a service software that gives you insights into who is using your product and provides tools to send personal communicators. You can utilize Intercom to send targeted, in-app messages and behavior-driven emails.
The mission of Intercom is to make business personal. This live chat software allows companies, such as ours, to have real conversations with customers. Intercom software is designed to resemble the messaging apps we use every day, Intercom allows you to talk to consumers from inside your app, across your website, and via email. With Intercom, it is self-explanatory where customers need to address their queries. There is a blue chat box in the right-hand corner of our software where customers pop in their queries. Once customers send their questions, the team members linked to customer support at Hire-Hive are notified via email. Intercom software is simple, personal, Intuitive, and Informative.
Pros:-
- Auto-messaging
- Direct chat with customers on your site
- email marketing tools
- better user experience
- Usage tracking
- In-app messaging as well as email
Cons:-
- Poor marketing automation functionality and tracking.
- Too many packages and add-on services since the rebrand (can feel limiting as a legacy user).
- Could have better targeting and reporting
Differences in features:
Intercom:-
- A/B testing
- Audience Segmentation
- Behavior triggered messages
- Conversation search
- Customer user profiles
- Email campaign creation
Zendesk:-
- Flexible
- Ticket management
- Multi-channel support
- Robust reporting & advanced analytics
- Knowledge-based portal
- Community forums
Now let’s analyze both the chatbots and see which one is better to use.
Now let’s analyze both the chatbots and see which one is better to use.
Differences in features:-
Intercom:-
- A/B testing
- Audience Segmentation
- Behavior triggered messages
- Conversation search
- Customer user profiles
- Email campaign creation
Zendesk:-
- Flexible
- Ticket management
- Multi-channel support
- Robust reporting & advanced analytics
- Knowledge-based portal
- Community forums
Taking everything into account, we can say that Zendesk offers a variety of add-ons: Chat, a tool for integrating chat support; Talk, for providing phone support; and Guide, which lets you easily create a help section for your website. While Intercom allows you to talk to consumers from inside your app, across your website, and via email
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