Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Zendesk vs Intercom: A comparison guide for 2024

Intercom integrates well with popular CRM systems like Salesforce and HubSpot, as well as marketing automation tools like Mailchimp and Marketo. Zendesk also offers a wide range of integrations, including CRM, ecommerce, and productivity tools. Consider the tools and platforms you currently use in your business and ensure that the chosen tool integrates seamlessly with them. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard.

In addition to third-party integrations, Zendesk offers a range of native integrations with its products, including Zendesk Support, Zendesk Chat, and Zendesk Talk. These integrations allow businesses to streamline workflow and provide a seamless customer experience across multiple channels. Intercom and Zendesk offer integration capabilities to help businesses streamline their workflow and improve customer support. In this section, we will take a closer look at the integration capabilities of both platforms.

Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations.

If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc.

Zendesk vs Intercom for ease of use

Intercom provides real-time visitor tracking, allowing businesses to see who is currently browsing their website or using their app. This feature enables support agents to proactively engage with customers and provide assistance. Zendesk may not offer the same level of real-time tracking capabilities. Both Intercom and Zendesk offer seamless integrations with other tools and platforms.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will puff. All customer questions, whether via phone, chat, email, social media, or any other channel, are landed in one dashboard, where your agents can solve them quickly and efficiently. This guarantees continuous omnichannel support that meets customer expectations. So, you see, it’s okay to feel dizzy when comparing Intercom vs Zendesk. Given that we’re neither Intercom nor Zendesk, we ourselves were curious to see how these two titans of customer service differ.

It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Today, amid the rise of omnichannel customer service, it offers a centralized location to manage interactions via email, live chat, social media, or voice calls.

Customers rated Intercom 4.4 on G2 Crowd, while Zendesk scored 4.3. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem Chat GPT like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform.

First, you can only talk to the support team if you are a registered user. This structure may appeal to businesses with specific needs but could be less predictable for budget-conscious organizations. It provides a real-time feed and historical data, so agents can respond instantly to consumer queries, as well as learn from past CX trends. By using its workforce management functionality, businesses can analyze employee performance, and implement strategies to improve them. Meanwhile, Intercom excels with its comprehensive AI automation capabilities, all built on a unified AI system.

That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. Today, Zendesk is used by over 200,000 businesses worldwide, including Airbnb, Uber, and Slack. The platform is known for its ease of use, customizable workflows, and extensive integrations with other business tools.

It has very limited customization options in comparison to its competitors. 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. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support.

In terms of pricing, both Intercom and Zendesk offer a range of plans to fit different business needs and budgets. However, Zendesk’s pricing is generally more affordable for smaller businesses, while Intercom’s pricing tends to be higher but offers more advanced features and capabilities. Intercom has received generally positive customer reviews, with an overall rating of 4.5 out of 5 stars on Gartner Peer Insights. Customers appreciate the platform’s ease of use, flexibility, and robust feature set.

Unique Features

Intercom offers reporting and analytics tools with limited capabilities for custom reporting, user behavior metrics, and advanced visualization. It also lacks advanced features like collaboration reporting, custom metrics, metric correlation, and drill-in attribution. Intercom does not have a dedicated workforce management solution, either. Zendesk is built to grow alongside your business, resulting in less downtime, better cost savings, and the stability needed to provide exceptional customer support. Many customers start using Zendesk as small or mid-sized businesses (SMBs) and continue to use our software as they scale their operations, hire more staff, and serve more customers. Our robust, no-code integrations enable you to adapt our software to new and growing use cases.

But it’s designed and crafted so well that I can’t seem to get enough of it. It’s highly customizable, so you can adjust it according to your website or product’s style. So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication.

Handle conversations, manage tickets, and resolve issues quickly to improve your CSAT. Your agents will love the seamless assistance Aura AI provides throughout the entire customer interaction. From handling multiple questions to avoiding dreaded customer-stuck loops, Aura AI is the Swiss Army Knife of customer service chatbots. Traditional ticketing systems are one of the major customer service bottlenecks companies want to solve with automation.

The choice between the two may be personal preference or specific feature requirements. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms.

If delivering an outstanding customer experience and employee experience is your top priority, Zendesk should be your top pick over Intercom. Zendesk has the CX expertise to help businesses of all sizes scale their service experience without compromise. Intercom has more customization features for features like bots, themes, triggers, and funnels. Learn how top CX leaders are scaling personalized customer service at their companies.

Similar to Zendesk, though, users praise its ease of use and feature set. While no area of concern really stands out, there are some complaints about the company’s billing practices. Their reports are attractive, dynamic, and integrated right out intercom or zendesk of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time.

Intercom offers fewer integrations, supporting just over 450 third-party apps. This makes it challenging to customize the software as your business grows. Furthermore, data on customer reviews, installation numbers, and ecommerce integrations is not readily available. On the other hand, Intercom enables agents to convert a conversation into a ticket with one click. This helps support teams to resolve customer issues without losing context.

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. You can use both Zendesk and Intercom simultaneously to leverage their respective strengths and provide comprehensive customer support across different channels and touchpoints. Zendesk lacks in-app messages and email marketing tools, which are essential for big companies with heavy client support loads. Conversely, Intercom lacks ticketing functionality, which can also be essential for big companies. Zendesk also has an Answer Bot, instantly taking your knowledge base game to the next level. It can automatically suggest relevant articles for agents to share during business hours with clients, reducing your support agents’ workload.

Intercom is more for improving sales cycles and customer relationships, while Zendesk, an excellent Intercom alternative, has everything a customer support representative can dream about. Zendesk has sales forecasting features that leverage previous sales data to help predict future outcomes, including revenue growth, cash flow, and the likelihood of winning a deal. This data can help eliminate unwanted surprises and give your sales team valuable insights to improve their strategy. Pipedrive uses historical data to help predict cash flow and provide performance metrics for your sales team.

It is none other than the modern customer support software of Helpwise. Here is a Zendesk vs. Intercom based on the customer support offered by these brands. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability. There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due.

Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin.

Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. It tends to perform well on the marketing and sales side of things, which is key for a growing company.

Intelligent automated ticketing helps streamline customer service management and handling inquiries while reducing manual work. If you’re here, it’s safe to assume that you’re looking for a new customer service solution to support your teams and delight your audience. As two of the giants of the industry, it’s only natural that you’d reach a point where you’re comparing Zendesk vs Intercom.

The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature.

It has a more sophisticated user interface and a wide range of features, such as an in-app messenger, an email marketing tool, and an AI-powered chatbot. You can foun additiona information about ai customer service and artificial intelligence and NLP. At the same time, Zendesk looks slightly outdated and can’t offer some features. According to the Zendesk Customer Experience Trends Report 2023, 78 percent of business leaders want to combine their customer service and sales data.

Security features

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone. Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense.

If you’re already using Intercom and want to continue using it as the front-end CRM experience, integrating with Zendesk can improve it. Yes, Zendesk has an Intercom integration that you can find in the Zendesk Marketplace—it’s free to install. So, you can get the best of both worlds without choosing between Intercom or Zendesk. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs. And in this post, we will analyze two popular names in the SaaS industry – Intercom & Zendesk. ProProfs Live Chat Editorial Team is a diverse group of professionals passionate about customer support and engagement. We update you on the latest trends, dive into technical topics, and offer insights to elevate your business.

Zendesk, on the other hand, has revamped its security since its security breach in 2016. It is now trusted by multiple Fortune 100 and Fortune 500 companies. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion.

How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. This method helps offer more personalized support as well as get faster response and resolution times. The Suite Team plan, priced at $69 per agent, adds features like live chat and messaging, while the Suite Growth plan at $115 per agent introduces automation and advanced analytics. It started as a ticketing tool just for customer service teams and has evolved over the years into a complete customer support platform. Since, its name has become somewhat synonymous with customer service and support.

In a nutshell, none of the customer support software companies provide decent user assistance. Intercom live chat is modern, smooth, and has many advanced features that other chat tools lack. It’s also highly customizable, so you can adjust it according to the style of your website or product. 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 regarding innovative and out-of-the-box features.

Customers want speed, anticipation, and a hyper-personalized experience conveniently on their channel of choice. Intelligence has become key to delivering the kinds of experiences customers expect at a lower operational cost. As more organizations adopt AI, it will be critical to choose a data model that aligns with how your business operates. Customer experience will be no exception, and AI models that are purpose-built for CX lead to better results at scale.

As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Let’s explore these unique offerings and see how they can benefit your business. Streamline support processes with Intercom’s ticketing system and knowledge base.

Whether an agent wants to transition from live chat to phone or email with a customer, it’s all possible on the same ticketing page. Intercom’s CRM features include customer journey tracking, custom data parameters, and list segmentation, which are useful for targeted marketing and engagement. You can use these features to create custom funnels, segment users based on specific behaviors, and automate personalized communications. Zendesk Sell provides robust CRM features such as lead tracking, task management, and workflow automation. Not to mention its advanced reporting capabilities, customizable dashboards, and seamless mobile app experience for an always-on approach to service. Far from impersonalizing customer service, chatbots offer an immediate and efficient way to address common queries that end in satisfaction.

• Furthermore, Intercom offers advanced automation features such as custom inbox rules, targeted messaging, and dynamic triggers based on customer segments.
• It’s modern, it’s smooth, it looks great and it has so many advanced features.
• In terms of customer service, Zendesk fails to deliver an exceptional experience.
• This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.
• What can be really inconvenient about Zendesk is how its tools integrate with each other when you need to use them simultaneously.

Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. You https://chat.openai.com/ can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers.

The platform also lacks transparency in displaying reviews, install counts, and purpose-built customer service integrations. 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)? Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.

Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. It enables businesses to have real-time conversations with their customers through their website or mobile app. In contrast, Zendesk offers a more diverse range of communication channels, including email, social media, phone, and live chat. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

The difference in prices between plans is so significant because of the features each of them provides. Also, Intercom has a special proposition for early-stage startups, which can get Intercom’s pro products for $49/month for up to one year. While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price.

That being said, while both platforms offer extensive features, they can be costly, especially for smaller enterprises. Ultimately, your choice should reflect whether your priority is comprehensive customer support (Zendesk) or a blend of CRM and sales support (Intercom). When it’s intelligent and accessible, reporting can provide deep insights into your customer interactions, agent efficiency, and service quality at a glance.

Initially, the platform was designed to help businesses communicate with their customers through targeted messaging. However, over the years, Intercom has evolved into a complete customer communication platform with features like live chat, email marketing, and customer support. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts.

If you don’t plan on building a huge enterprise just yet, we have to give the edge to Zendesk when it comes to flexible pricing options. Zendesk offers more flexibility with its pricing options and also has free services. In addition, the costs of Zendesk’s services are slightly easier to calculate.

Pipedrive also has security measures baked into its solution, offering SSO for its users. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you.