Zendesk vs Intercom: In-Depth Feature & Price Comparison

You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. 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 go puff. Made for companies requiring a full-featured solution to communicate with customers. The internal notes tool makes working together even better by giving team members a place to add context, share insights, or talk about specifics within the platform.

• Yes, you can integrate the Intercom solution into your Zendesk account.
• Zendesk wins the major category of help desk and ticketing system software.
• Visit either of their app marketplaces and look up the Intercom Zendesk integration.
• As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices.

Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. Zendesk directly competes with Intercom when it comes to integrations.

Intercom : Cons

It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. 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.

They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. 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.

Let’s examine and compare how each platform addresses these crucial areas to ensure effective support operations and data protection. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior. Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. 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.

What is Intercom?

Efficiently manage customer inquiries and empower customers to find answers independently. You get a dashboard that makes creating, tracking, and organizing tickets easy. So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation. Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. Intercom’s large series of bots obviously run on automations as well. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed.

The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications.

Intercom:

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. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs.

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. The Zendesk support system stands out in particular because of its enormous integration ecosystem, which includes a wide variety of plugins and applications developed by third-party developers.

As a leading cloud-based help desk software, Zendesk is home to many popular businesses such as Siemens, Mailchimp, Tesco, GrubHub, and more. The tool is extremely scalable and can be used to match your growing business needs. Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability. You can foun additiona information about ai customer service and artificial intelligence and NLP. Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom.

ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. 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.

Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help. For any help desk software to succeed, the dashboard interface is extremely crucial.

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. 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 has also introduced zendesk chat vs intercom its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs.

Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth. Pricing for both services varies based on the specific needs and scale of your business. When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs. Easily reply to customer conversations and manage workload in a smart & automated way. It is none other than the modern customer support software of Helpwise. It’s also possible to examine their particulars elements, for example tools, plans, rates, terms and conditions, etc.

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. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard.

When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities. While both platforms have a significant presence in the industry, they cater to varying business requirements. Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution.

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. 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.

We work for Ukraine’s economy as our army resists the unprovoked Russian war against Ukraine. KindGeek was founded in Ukraine; our co-founders are from Ukraine, and all of our team members call Ukraine home. Creating multiple support request forms to quickly find out the most relevant problems of your clients. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day.

Zendesk’s help center is feature-rich and helps you organize and store knowledge in a central location. You can enjoy the complete freedom to organize content to make it easier for customers to find the right solutions to their problems. In addition to this, Intercom provides your business the right platform to offer proactive support. You can use targeted messages to suggest quick tips to new customers or to simply update them about scheduled outages or changes in business hours. Zendesk chat allows businesses to reach out and connect to customers before they ask a question. The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout.

What is the difference between Intercom and Zendesk?

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. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages.

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. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software.

• The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout.
• However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.
• It really depends on what features you need and what type of customer service strategy you plan to implement.
• Founded in 2007, Zendesk started as a ticketing tool for customer success teams.

For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.

That doesn’t necessarily mean that Zendesk chat is right for your business. Our mission is to break apart what CRM is and means.Here we discuss anything that helps create more meaningful lasting work relationships. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.

The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users.

The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about.

Let’s explore these unique offerings and see how they can benefit your business. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. Zendesk’s Suite Team plan (the cheapest plan) costs $49 per user per month.

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. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost.

It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform. 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. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information.

Many use cases call for 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. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk.