Zendesk is the world's leading cloud-based customer service software that provides a single platform for businesses to improve their customer service, support and experience across multiple channels, such as email, social media and helpdesks.
Intercom is a customer communication platform built for business, used by many businesses from small start-ups to global enterprises. It enables targeted communication with customers on your website, inside your web and mobile apps, and by e-mail.Intercom Integrations
Zendesk + IntercomSend Incoming Message in Intercom when New User is created in Zendesk Read More...
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Triggers every time a new group is created in Zendesk.
Triggers once a new organization is added to Zendesk.
Triggers every time a new ticket is added to a view.
Triggers when a new user is created in Zendesk.
Triggers every time when a ticket is updated. (Note-Zendesk might take an hour to make tickets available via their API with this trigger).
Triggers when a new conversation is created by a user in Intercom.
Triggers when a new Lead is created.
Triggers when a new user is created.
Create a new organization.
Create a new ticket.
Create a new user.
Update an existing organization.
Modify an existing ticket status or add comments.
Modify an existing user.
Create or update an Intercom lead. If an ID is provided, the lead will be updated.
Update a user within Intercom given their e-mail address.
Send a message from a user into your Intercom app. Note: you must have a valid plan on Intercom to access this action.
Over the past few years, customer support has evpved from a passive activity into an active one. It is no longer sufficient for an organization to simply provide customer support to its customers; in order to retain them, it must also offer online support and interactivity. Therefore today, communication with customers has shifted from traditional email or phone support to live chat, forums, and even social media. According to a recent survey by the University of Massachusetts Dartmouth’s Center for Marketing Research, 1.6 million people were surveyed on their use of social media in customer service. The results showed that 73% of companies had used social media for customer service. The two most popular channels were Facebook (62%. and Twitter (40%.
One company that has taken advantage of the shift towards online customer support is Zendesk. This company was founded in Copenhagen, Denmark in 2007. In 2013, it was valued at over $1 billion after its latest round of financing. Zendesk provides a platform for companies to use in order to provide customer support through live chat, email, phone, and social media. In addition, users can create web pages to view customer conversations. It also has analytics that allow users to analyze how customers are using the product. Besides providing this platform, Zendesk also offers consulting services. These services include training, implementation, and strategic planning. Its services are targeted towards companies of all sizes, including small businesses and Fortune 500 corporations.
Another company that provides similar features is Intercom. This company was founded in Ireland in 2011. It is primarily used by software developers to help improve the user experience of their apps. Intercom allows users to track where a user is in the app and which feature they are using. An example of this is if a user has opened the app but not completed a certain task or not gone back to it after a certain amount of time, Intercom will send a notification to the user so that they know what needs to be done next. A disadvantage of Intercom is that it is only compatible with iOS devices at this point. However, it does have an Android version in beta and is being worked on.
While there are many different customer support platforms out there, the integration between these two products could potentially be beneficial for companies looking for a combination of both functions and analytics. Currently, Intercom does not integrate with any third party applications. If Intercom were to integrate with Zendesk, then it would be able to provide customers with the ability to communicate via live chat and phone if they do not have access to email or social media (or if those other forms of communication are down. As long as the Intercom API was updated to allow for this integration, then this functionality would be available within Zendesk very easily. Similarly, if Zendesk integrated with Intercom, it would be able to provide customers with additional analytics that they normally wouldn’t be able to get without being on the Intercom website or app.
The combination of these two companies would be extremely beneficial for both companies as well as their customers. For Zendesk, the benefit would be that it would expand its current customer base by adding more businesses that also want to use analytics. Since Zendesk already has integration with Google Analytics, the addition of Intercom’s analytics would give businesses more options when choosing between Zendesk and certain other customer support platforms. Integration would also give businesses more options in designing their websites so that they can appeal to different types of customers who want various features such as analytics and live chat. The only potential downside of integration would be that Intercom does not currently have an API available for developers to build apps off of. However, this could be changed in the future if interested parties are persistent enough.
For Intercom, integrating with Zendesk would give it access to more customers who might not currently be using its products due to the lack of integration with other applications like Zendesk’s own products. It would also give Intercom customers who use Zendesk’s products better options for analytics since Intercom already cplects data on each user’s usage habits in order to send them notifications when they do something wrong or when they do something great (for example, a user completes a task or goes back to an app after a month. Some argue that this takes away from the privacy of users since they are sent messages at times when they aren’t necessarily doing anything wrong or good (depending on how you look at it.
In conclusion, I believe that if these two companies were to integrate their products, it would be mutually beneficial for both parties as well as their respective customers. They share similar features such as analytics and live chats; however, they don’t yet integrate with each other. This could change if both companies become more aware of each other’s existence and decide that integration is necessary for their mutual success and for their customers’ enjoyment of their products.
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