Intercom Vs Zendesk: A Comprehensive Comparison Of Support Solutions

Zendesk vs Intercom: Which is better?

intercom vs zendesk

But, you would not be able to enjoy such a live tracking experience on Intercom. Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs.

intercom vs zendesk

And this, undoubtedly, leaves your customer support agents free to solve urgent matters. AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market.

Intercom or Zendesk: Pros and Cons Face-Off

When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Let’s compare Intercom and Zendesk using the help desk features they have. In this case, we’ll see what their similarities and differences are.

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think https://chat.openai.com/ many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. Gathering insights from customer reviews and testimonials offers a comprehensive understanding of the first-hand experiences of businesses using Zendesk and Intercom.

You can set business rules, SLA, and ticket routing based on the agent’s skills, language, and expertise. Each message will have identifiers so that they will be easy to recognize at a glance. As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction.

It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market.

Its ability to seamlessly integrate with various applications further amplifies its versatility. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. With Zendesk, organizational data silos can be a thing of the past.

In the digital age, customer support platforms have become the cornerstone of ensuring customer satisfaction and retention. Businesses across various industries rely on these platforms to manage and streamline customer interactions, enhance communication, and provide timely assistance. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand.

By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term.

It features the Intercom Messenger, which works with existing support tools for self-serve or live support. Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison. Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base.

Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows. The bot feeds customers and employees the relevant articles upon making a query. The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article.

Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support.

Intercom vs Zendesk Pricing in a Table

For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

  • It is tailored for automation and quick access to insights, offering a user-friendly experience.
  • It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place.
  • If you want to enjoy the benefits of both Zendesk and Intercom in one place and enjoy better value for money overall, Desku is a strong alternative.
  • Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles.
  • In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms.

When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier.

Intercom vs Zendesk: A Comprehensive Comparison of Support Solutions

This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? Both Zendesk and Intercom facilitate sales automation, but Intercom’s sales automation tools are notably more sophisticated and comprehensive.

However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible.

MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California.

But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. For small businesses, the choice depends on the complexity of their CRM needs. Zendesk’s more affordable plans may be suitable if essential CRM functions are enough. However, if businesses seek a more personalized customer experience, Intercom’s advanced features could be beneficial. Understanding your budget constraints, specific business requirements, and long-term goals is crucial. Evaluate factors such as scalability, user-friendliness, integration capabilities, and the type of customer experience you aim to provide before making a decision.

Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. 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. Intercom has more customization features for features like bots, themes, triggers, and funnels.

The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. With the base plan, you get some sweet facilities like a ticketing system, data analytics, customer Chat PG chat history, and more. In comparison to that, you enjoy customized agent roles, sandbox, and skills-based routing, besides offering basic functionalities with the expensive enterprise plan. We can say that Zendesk’s user interface is very clean and clear to understand.

In a nutshell, none of the customer support software companies provide decent assistance for users. The cheapest plan for small businesses – Essential – costs $39 monthly per seat. But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. 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.

Intercom vs. Zendesk: Comparing features, integrations, and pricing

Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights. Essentially, Desku is not an option but a reliable replacement for Zendesk and Intercom that companies can rely on at lower costs and improved performance. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

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Both the platforms have the knowledge base feature, and in my opinion, both of them are becoming winners. It will help you understand your customer’s issue and solve it instantly. Although you cannot be with your customers all the time in real-time, through Desku’s live chatting, you can actually have their back. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. Their reports are attractive, dynamic, and integrated right out of the box.

intercom vs zendesk

So when it comes to chatting features, the choice is not really Intercom vs Zendesk. 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. 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. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare.

Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates.

Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand. For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually.

Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. 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. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)?

Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.

Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Intercom recently ramped up its features to include intercom vs zendesk helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.

In the dynamic landscape of customer support platforms, choosing between Zendesk and Intercom depends on various factors such as budget, specific business requirements, and long-term goals. Businesses should carefully evaluate their needs and consider scalability, user-friendliness, and integration capabilities before deciding on the platform that best suits their requirements. Zendesk is a leading customer service software that offers a comprehensive suite of tools for businesses to manage customer support, engagement, and relationships.

But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent.

If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. You can foun additiona information about ai customer service and artificial intelligence and NLP. Zendesk also offers a sales pipeline feature through its Zendesk Sell product.

intercom vs zendesk

Though some complained that it’s not easy to check the tickets using the apps. Because it’s something they believe the developers should fine-tune. However, the most common complaint is the pricing of some features. Therefore, to gauge if your chosen help desk is effective or not, you use analytics. In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. Intercom allows visitors to search for and view articles from the messenger widget.

intercom vs zendesk

Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently.

Examining the scalability and flexibility of Zendesk and Intercom helps businesses determine which platform can accommodate their growth trajectory and changing needs. They have similar features, but Intercom has lots of features and tools that better integrate each other. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. If your business has an app, in-app messaging can be used to send messages to customers. You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more.

With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. 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.

Evaluate their features, compare them based on your business needs, and choose the one that aligns best with your goals and objectives. The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly. However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options. This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools.

At the same time, Zendesk looks slightly outdated and can’t offer some features. While both platforms offer email marketing tools, Zendesk’s email marketing features are more robust and comprehensive. Zendesk’s email marketing functionalities include advanced segmentation options, powerful automation tools, and detailed email tracking capabilities.

So it will transmit the live data on the users and what they are doing in your app. This option is useful for those who are looking for a smooth switch from Zendesk to Intercom. Formerly known as Insights, Zendesk now uses Explore to provide analytics to help businesses tailor their services to increase customer satisfaction. Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat.

We will also consider customer feedback and reviews to provide insights into the usability of each platform. Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations.

Ultimately, the choice between Intercom and Zendesk depends on your specific needs and priorities. If you prioritize real-time messaging and customer engagement, Intercom may be the better option for you. On the other hand, if you require robust ticketing and support management features, Zendesk might be the more suitable choice. Consider your budget, team size, and integration requirements before making a decision. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites.

Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. Databeys Consultant expert will be knowledgeable about a variety of available products and can assist you in selecting the ideal one for your unique business requirements. Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster.

Intercom understands very well that email marketing is no more than a magic wand for building strong customer relations. 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. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses.

And, thanks to the internet, a few taps will lead them right to your competitor! Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers.


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