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Intercom
Zendesk
Intercom
Strong brand recognition in customer messaging
Robust product offering including live chat and chatbots
Extensive integration capabilities.
Can be perceived as more expensive than alternatives
Complexity in setup for advanced features
Primarily targets mid-market to enterprise.
Expansion into new vertical markets
Further development of AI/ML capabilities
Growth in conversational commerce.
Intense competition from other CX platforms
Changes in messaging app policies
Data privacy regulations and compliance challenges.
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