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.

Compare Zendesk vs Intercom for Ecomm Businesses

Zendesk vs Intercom: the ultimate comparison by Ana Khlystova HelpCrunch

And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports. In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point.

As the name suggests, it’s a more sales-oriented solution with robust contact and deal management tools as well. Powered by AI, Intercom’s Fin chatbot is purportedly capable of solving 50% of all queries autonomously — in multiple languages. You can foun additiona information about ai customer service and artificial intelligence and NLP. At the same time, Fin AI Copilot background support to agents, acting as a personal, real-time AI assistant for dealing with inquiries.

By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you. On practice, I can’t promise you anything when it comes to Intercom. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper).

It’s designed so well that you really enjoy staying in their inbox and communicating with clients. Founded in 2007, Zendesk started as a ticketing tool for customer success teams. Later, they started adding all kinds of other features, like live chat for customer conversations. Zendesk helps you manage and update your leads, analyze your pipeline, and create customizable reports on the go with our mobile CRM app. Plus, visit tagging and geolocation features allow your sales team to effortlessly log in-person sales visits, letting you monitor all your sales interactions in one centralized place. Pipedrive provides a mobile app to manage sales leads, view your calendar, and access your to-do list.

On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate. It divides all articles into a few main topics so you can quickly find the one you’re looking for. It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently.

What is the difference between Zendesk and Intercom?

It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly. The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.

If you want automated options, Intercom starts at either $499 or $999 per month for up to ten users, depending on the level of automation you’re looking for. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation.

And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. You can also follow up with customers after they have left the chat and qualify them based on your answers. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features.

Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. 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. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.

Intercom’s user-friendly interface and easy integration with other tools make it a popular choice for many businesses. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams.

Intercom’s integration with these tools allows businesses to track customer interactions, personalize messaging, and automate workflows. In summary, Intercom and Zendesk are powerful customer support tools offering various features to help businesses communicate with their customers effectively. While Intercom has a more modern and user-friendly interface, Zendesk has a broader range of features and integrations. Ultimately, the choice between Intercom and Zendesk will depend on the specific needs of your business. Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers. This scalability allows organizations to adapt their support operations to their expanding customer base.

CoinJar is one of the longest-running cryptocurrency exchanges in the world. To help keep up with its growing customer base, CoinJar turned to Zendesk for a user-friendly and easily scalable solution after testing other CRMs, including Pipedrive and HubSpot. Leveraging the sequencing and bulk email features of the Zendesk sales CRM, CoinJar increased its visibility and productivity at scale. Zendesk supports sales team productivity by syncing with your email to provide valuable data, like when your prospect opens, clicks, or replies to your email. You can also use Zendesk to automatically track and record sales calls, allowing you to focus your full attention on your customer rather than taking notes.

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. The right sales CRM can help your team close more deals and boost your business. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. It means that Zendesk’s prices are slightly easier to figure out than Intercom’s.

If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now.

Moreover, it lacks native content redaction for sensitive information. Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He’s passionate about helping companies to succeed with marketing and business development tips. Customerly’s reporting tools are built on the principle that you can’t improve what you can’t measure. What’s more, we support live video support for moments when your customers need in-depth guidance. However, for more advanced CRM needs like lead management and sales forecasting, Intercom may not make the cut, unfortunately.

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Intercom lets businesses send their customers targeted in-app messages. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant.

Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools.

Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. You don’t have to pay per contact on your database, and you there are many free features you can use.

Additionally, Zendesk’s customizable dashboards and reporting features provide valuable insights into customer support performance. Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication. Intercom offers a range of customer support options, including email, phone, and live chat support. In addition, they provide a comprehensive knowledge base that includes articles, videos, and tutorials to help users get the most out of the platform. Intercom and Zendesk offer robust customer support options, including email, phone, and live chat support, comprehensive knowledge bases, and community forums.

These include ticketing, chatbots, and automation capabilities, to name just a few.Here’s a side-by-side comparison to help you identify the strengths and weaknesses of each platform. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market.

Intercom’s chatbot functionality is a standout feature, while Zendesk’s ticketing system can help resolve support issues on time. Both software solutions offer core customer service features like live chat for sales, help desk management capabilities, and customer self-service options like a knowledge base. They’re also known for their user-friendly interfaces and reliable support team. On the contrary, Intercom’s pricing is far less predictable and can cost hundreds/thousands of dollars per month. But this solution wins because it’s an all-in-one tool with a modern live chat widget, allowing you to improve your customer experiences easily.

This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.

Furthermore, Intercom offers advanced automation features such as custom inbox rules, targeted messaging, and dynamic triggers based on customer segments. The Zendesk Marketplace offers over 1,500 no-code apps and integrations. 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 VS. Intercom for Customer Support: Pricing

There are many powerful integrations included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier. Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes. In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free). Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes.

As time passes by, the line between Intercom and Zendesk becomes more blurred as they try to keep up with one another and implement new features, services, and pricing policies. At the end of the day, there is not a universally better option, just one that suits your needs and preferences the most. In addition, some of the services Zendesk offers have a free plan (find them below in the tables).

• Experience targeted communication with Intercom’s automation and segmentation features.
• It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations.
• This method helps offer more personalized support as well as get faster response and resolution times.
• To determine which one takes the cake, let’s dive into a feature comparison of Pipedrive vs. Zendesk.

They’ve been rated as one of the easy live chat solutions with more integrated options. Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late.

This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. For Intercom’s pricing plan, on the other hand, there is much less information on their website.

What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful.

You can access detailed customer data at a glance while chatting, enabling you to make informed decisions in real time. The customer journey timeline provides a clear view of customer activities, helping you understand behaviors and tailor your responses accordingly. If you want to get to the nitty-gritty of your customer service team’s performance, Zendesk is the way to go.

Zendesk meets global security and privacy compliance standards and includes features like single sign-on (SSO) to help provide protection against cyberattacks and keep your data safe. A sales CRM should also provide you with the benefits of pipeline management software. In the world of business, customer relationships are a valuable asset. Many businesses turn to customer relationship management (CRM) software to help improve customer relations and assist in sales. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages.

Zendesk, on the other hand, offers tiered pricing plans based on the number of agents, making it a better choice for larger enterprises. It’s important to consider your budget and the specific needs of your business when evaluating the pricing options. In today’s digital world, providing exceptional customer support is crucial for businesses to stand out from their competitors.

If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it. Intercom and Zendesk offer competitive pricing plans with various features to suit different business needs. Businesses should carefully evaluate their requirements and choose the best method for their needs and budget. Intercom’s user interface is known for being modern, intuitive, and user-friendly.

Best Hiver Alternative Platforms for Customer Support Teams in 2023

Overall, Zendesk has a slight edge over Intercom when it comes to ticketing capabilities. It provides a variety of customer service automation features like auto-closing tickets, setting auto-responses, and creating chat triggers to keep tickets moving automatically. The highlight of Zendesk is its help desk ticketing system, which brings several customer communication channels to one location. The software allows agents to switch between tickets seamlessly, leading to better customer satisfaction.

With Intercom, you can keep track of your customers and what they do on your website in real time. Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option.

Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement.

Master Tidio with in-depth guides and uncover real-world success stories in our case studies. Discover the blueprint for exceptional customer experiences and unlock new pathways for business success. It also provides seamless navigation between a unified inbox, teams, and customer interactions, while putting all the most important information right at your fingertips. This makes it easy for teams to prioritize tasks, stay aligned, and deliver superior service.

With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk. It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Easily reply to customer conversations and manage workload in a smart & automated way.

It works seamlessly with over 1,000 business tools, like Salesforce, Slack, and Shopify. With its features and pricing, Zendesk is geared toward businesses that full in the range from mid-sized to enterprise-level. Intercom is an all-in-one solution, and compared to Zendesk, Intercom has Chat GPT a less intuitive design and can be complicated for new users to learn. It also offers a confusing pricing structure and fewer integrations, making it less scalable and cost-effective. Customer expectations are already high, but with the rise of AI, customers are expecting even more.

When selecting a sales CRM, you’ll want to consider its total cost of ownership (TCO). Zendesk has a low TCO because it has no hidden costs and can be easily set up without needing developers or third-party help, saving you time and money. Alternatively, Pipedrive users should prepare to pay more for even simple CRM features like email tracking, whereas email tracking is available for all Zendesk Sell plans.

While Zendesk features are plenty, someone using it for the first time can find it overwhelming. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. Many use cases call for intercom or zendesk different approaches, and Zendesk and Intercom are but two software solutions for each case. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration.

While both Zendesk and Intercom offer strong ticketing systems, they differ in the depth of automation capabilities. However, after patting yourself on the back, you now realize you’re faced with https://chat.openai.com/ the daunting task of choosing between the two. With so many features to consider, not to mention pricing, user experience, and scalability, we don’t blame you if you feel your head spinning.

Zendesk provides its partners with quality support and educational resources, including online training and certification programs, helping turn any salesperson into a Zendesk expert. Conversely, some Pipedrive users have issues working with Pipedrive, with users describing their support and onboarding experiences as slow and limited. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers.

Hit the ground running – Master Tidio quickly with our extensive resource library. Learn about features, customize your experience, and find out how to set up integrations and use our apps. Provide a clear path for customer questions to improve the shopping experience you offer. If you require a robust helpdesk with powerful ticketing and reporting features, Zendesk is the better choice, particularly for complex support queries.