Adding Live Chat to Your Website: Zopim, Intercom io or LivePerson?

11 Best Intercom Alternatives for Customer Service Free

intercom vs zopim

It also provides a CRM system that allows businesses to track customer interactions and manage their relationships effectively. Intercom’s user-friendly interface and robust analytics make it a popular choice for companies seeking a unified customer communication solution. It offers features like knowledge bases, email management, chat, and social media monitoring tools. Regarding live chat software, two popular options that often come up in discussions are Intercom and Zopim. Both platforms offer businesses a way to engage with their website visitors intercom vs zopim in real-time, but they have unique features and functionality.

This easy-to-use live chat app comes with customizable widgets and good reporting dashboards. You can foun additiona information about ai customer service and artificial intelligence and NLP. You can monitor customer success metrics to evaluate team performance. It also allows you to archive chat transcripts, so you can search through conversations on previous interactions with customers with ease. Deliver fast, personalized, and secure support over your customers’ favorite channels with the best live chat software. Zendesk chat allows businesses to reach out and connect to customers before they ask a question. The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout.

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Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. WhatsApp Business Chat and Facebook Live Chat Plugin are among the most frequently intercom vs zopim installed solutions for business massaging on a budget. Gorgias also allows you to set up automatic replies to common questions, set up order tracking bots, apply loyalty points, manage subscriptions, and more. It is one of the more chatbot-oriented solutions in our ranking, just like Tidio and Drift.

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. The trigger feature reduces cart abandonment and increases conversions. It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Yes, you can integrate the Intercom solution into your Zendesk account.

You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior. Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time.

For support teams, ensuring that agents are on the same page is an essential part of the customer experience. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. The Help Center software by Intercom is also a very efficient tool. You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. It enables you to get quality product feedback from the right customers at the right time through the app or by email.

According to Wappalyzer, as of February 2022, there are more than 157,000 websites using Intercom. This translates into some 8% of the entire global live chat market. It has a customizable widget and extensive feature set that we don’t have, so our future development efforts will be re-focused to Zopim. What does this mean for the product integration between Zendesk and Zopim?

Intercom features

Some users have noted that Zopim’s reporting and analytics could be more robust, but overall, it is a solid choice for businesses needing a live chat solution. In conclusion, Intercom and Zopim offer valuable live chat solutions for businesses, but they have different approaches and target different needs. Carefully assess your requirements, consider your budget, and consider customer feedback before making a decision. You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now. 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.

It focuses primarily on providing businesses with an easy-to-use chat widget that can be integrated into their websites. Zopim offers features such as chat transcripts, chat ratings, chat routing, and proactive chat invitations. While it may lack some of the more advanced features found in Intercom, Zopim excels in its simplicity and reliability.

  • You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.
  • Some users have noted that Zopim’s reporting and analytics could be more robust, but overall, it is a solid choice for businesses needing a live chat solution.
  • It is essential to consider your business requirements and the features of each plan before deciding.
  • It should also be easy to track and manage all customer interactions in one app.
  • Let’s review them one by one to find the best messaging platform or customer database software for your business.
  • They offer both free and paid plans for customers, and have focused on making their product intuitive, transparent, and fun.

We’ve talked a lot about how businesses can use chatbots to accelerate sales, marketing and support. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. HubSpot is a marketing and sales software company that helps businesses grow by attracting website visitors and converting them into customers. It is an affordable alternative to Intercom that offers a very similar set of features. Businesses can install Tidio on their websites in minutes for free.

Features and Functionality of Intercom

It has a help desk ticketing system, customer management features, chatbots—you name it. Founded in 2007, Zendesk started as a ticketing tool for customer success teams. It was later that they started adding all kinds of other features, like live chat for customer conversations.

The chat enables you to send targeted, behavior based Zendesk messages to customers. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Besides, the prices differ depending on the company’s size and specific needs. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. We were recently tasked to test out Intercom.io for a client of ours.

They can use live chat and chatbots to respond to customer inquiries and complaints quickly, which can help to improve customer satisfaction. Tidio also offers a variety of features that can be used to help website visitors and provide automated self-service tools around the clock. Zendesk Chat shows up as a chat bar docked at the bottom of your site. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.

intercom vs zopim

We use our bots to automate everything from workflows to conversations. With the release of Custom Bots and Resolution Bot last year, our bots are helping us grow our business – just like our customers. Olark chat software is the perfect solution for small teams who want to take their customer engagement and support efforts up a notch.

Our combined engineering team is busy working on a new Zopim app that embeds the chat agent experience in Zendesk. We expect the first iteration of this new app to be available in May, after which there will be a steady stream of improvements. Zendesk chat provides a personal connection with customers who need support. 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. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.

Comparing the market share of Zendesk Chat (Formerly Zopim)

Currently, chats can only be initiated by anonymous visitors (or they can leave a message). Plain is a new customer support tool with https://chat.openai.com/ a focus on API integrations. For instance, Customer Support uses Task Bots to set reply time expectations with our customers.

Integration was fast and easy, like most apps these days, with you just needing to drop a snippet of code into your website to enable the chat widget. Like Intercom, Zopim’s API allows you to pass parameters from your website back to your chat/support app. Information like user name, email, phone number, customer level, etc. can all be sent back to Zopim as ‘tags’ and appear under the user’s name in their dashboard.

intercom vs zopim

It has all the features that make it one of our top Intercom competitors for 2022, but without any extra bells or whistles. The cheapest plan for small businesses – Essential – costs $39 monthly per seat. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.

Tawk.to has a very impressive user base and their live chat widget is available on almost 300,000 websites. They give you an advanced live chat for free and encourage you to hire live chat agents. Tawk.to’s business model is slightly different than other Intercom alternatives on our list. HelpCrunch is a customer engagement platform that helps businesses to keep track of customer interactions, chat with customers, and measure customer engagement. It also offers a suite of tools to help businesses create and manage customer support tickets. If you need a powerful support platform that can help you provide world-class customer service, LiveAgent is a good choice.

It is designed to help your business grow revenue, shorten sales cycles, deliver excellent customer experiences, and strengthen brand loyalty. It does it all by focusing on the customer lifecycle with conversational marketing and conversational sales. The integration can be a little bit clunky, and some of the users were surprised by the lack of a free version of Intercom. If you want to check out an Intercom alternative WordPress websites can use without limits, try an option with 100,000+ active installations.

Here you can compare Intercom Live Chat and Zendesk Chat and see their functions compared in detail to help you select which one is the better product. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. If you want to pass data from your website via their REST API, opt for the Team plan for $19/mo per agent.

Additionally, you can create your own user segments by filtering on specific custom fields and tags. All Zendesk plans will include the Zopim Lite plan when the new integration is launched in May. It allows you to chat with visitors on your website and convert them into customers.

They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Zendesk also has solutions for small to mid-sized companies as well. For freelancers and enterprises, Zendesk is likely to be a better fit.

intercom vs zopim

It’s really important for us that this kind of next-generation bot is able to do all those things as well. So initially it’ll be like, ‘Hey, answer informational questions from your knowledge base.’ Zero setup day one – get it live, it’s great. But eventually – and we’ve seen this in every piece of research we’ve done – you want to get to the next level. After that, people will want the ability to use that technology and capability we already have to take actions to resolve queries. And we’re excited that we might see that a lot more built on this next-generation, language-based platform.

No single software package can meet the needs of every business, which is why there are so many different options presented in this comparison. If you are interested in affordable alternatives to Intercom, it is your safest bet. The company behind LiveChat provides a whole range of interconnected services such as ChatBot and HelpDesk. We acquired Zopim to accelerate our chat functionality and to bring our users a beautifully simple product they can use to engage their customers in real-time. Zopim has a great track record of providing tools for proactive customer experiences to customers worldwide.

There has to be some approval step between private conversations and durable support knowledge. But we think we see a path to a much better approval process there than we’ve ever had before. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. Intercom has been marketing itself as a business messaging platform right from the start.

Popular Intercom Live Chat Alternatives

LiveChat is one of the most popular help desk apps and, obviously, live chat solutions. Some features of LiveChat include advanced reporting and analytics, interactive pop-up chats that prompt user interactions, and conversation management features. If we consider all Intercom alternatives on our list, LiveChat is one of the best substitutes. As a live chat app messaging solution, is Freshdesk a good alternative to Intercom? It is designed for small businesses, while Intercom and HubSpot are more suited for larger companies. Freshdesk is also more affordable than Intercom, although both products offer a similar range of features.

  • Zopim is easy-to-use, live chat software that we are thrilled to add to our family of products.
  • You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience.
  • Intercom was founded in 2011 and, over the years, they have earned a loyal base of users.
  • With over 190 integrations and 175 features, this all-in-one help desk solution has everything you need to provide personalized support to your customers.
  • It also integrates with a number of external applications, including Zendesk and Salesforce.

The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features. Intercom provides lots of tutorials explaining their platform and they have a huge documentation. Intercom provides even so much analytics that I hardly can cover them all in this review, but they provide a lot. If that’s not enough, you can use Zapier or Make (formerly Integromat) to integrate with almost any software application on earth. With Intercom, you can just ask a question to the user and store the answer in a custom field or assign a tag.

Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. They’ve been marketing themselves as a messaging platform right from the beginning. Intercom Live Chat is a software platform you can use to track and engage your visitors, and convert them into your customers. As a freelancer, I don’t need all the integrations and support that Intercom provides. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market.

It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. If your website doesn’t have a function for visitors to login and create accounts, you may opt for something simple like LivePerson’s LiveEngage or Zopim’s Free plans. And if you’re running a small business, then you know that every penny counts. Yes, we know you’re here to find an alternative to Intercom but let’s first talk about the platform itself for a second. Most businesses rely on a host of SaaS applications to keep their operations running—but those services often fail to work together smoothly.

Plain is a new customer support tool with a focus on API integrations – TechCrunch

Plain is a new customer support tool with a focus on API integrations.

Posted: Wed, 09 Nov 2022 08:00:00 GMT [source]

Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing.

If you’re looking for a customer service platform that can grow with your business, Freshdesk is a great option. This means that you can send targeted messages to different groups of users based on how they interact with your product. Intercom also offers a suite of tools for customer support, including a knowledge base, a help center, and a community forum. Both platforms offer businesses a way to engage with their website visitors in real-time, but they have unique features and functionality. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms.

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.

intercom vs zopim

They bought out the Zopim live chat solution and integrated it with their toolset. This is especially helpful for smaller businesses that may not need a lot of features. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series.

Intercom is a comprehensive customer messaging platform that goes beyond live chat. It offers live chat, email marketing, customer support, and more features. With Intercom, businesses can engage with users through targeted messages based on their behavior, segment users into different groups, and even automate responses.

If you’re looking for an Intercom alternative specifically designed for ecommerce platforms such as Magento or Shopify, Gorgias is among the best Shopify chat apps. With Gorgias, you can connect with customers in real-time on your Chat PG site or over social media. Zendesk Chat, also known as Zopim, allows customer service reps to quickly and easily provide support to customers. It includes features like chat transcripts, canned replies, and team collaboration.

A Task Bot also automatically asks our customers to rate their conversation with us so our team can gauge how they’re doing. And within our help articles, a Task Bot automatically opens a conversation for people who rate the article with a 😐, so our support team can offer more help. You can add unlimited agents and monitor their performance from the admin page. The dashboard provides an overview of website visitors and allows you to trigger engagements.

Just like Intercom, Zendesk offers a suite of customer service tools, including a help desk, chat, and several automation modules for marketing. You can decide which features you need and create your own setup within Zendesk Support Suite. It is a powerful set of tools that can be real life-savers for online businesses.

It also offers automated bots that can help you with various tasks, such as answering questions or providing customer support. You can integrate Drift with your website and other apps in order to offer personalized customer service and improve conversions. In terms of pricing, both Intercom and Zopim offer different plans to cater to businesses of various sizes and needs. Intercom’s pricing is based on the number of active users and starts at $39 per month for their basic plan. It is essential to consider your business requirements and the features of each plan before deciding. Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

Also, the conversation can be transcribed and sent to both the customer and admin email addresses. Tidio allows businesses to communicate with their customers through live chat, which is a quick and efficient way to resolve any issues customers may have. Let’s review them one by one to find the best messaging platform or customer database software for your business. When it comes to customer service software, it is difficult to find a one-size-fits-all solution. Intercom is no exception—it is not perfect for every single type of business.


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