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Zendesk vs Intercom: Which is better?

intercom versus zendesk

Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. 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. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out.

It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. 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. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.

We also provide real-time and historical reporting dashboards so you can take action at the moment and learn from past trends. Meanwhile, our WFM software enables businesses to analyze employee metrics and performance, helping them identify improvements, implement strategies, and set long-term goals. AI is integral to customer relationship management software and facilitates consumer interactions. AI helps businesses gain detailed insight into consumer data in real-time. It also helps promote automation in routine tasks by automating repetitive processes and helps agents save time and errors.

intercom versus zendesk

It also provides mid-sized businesses with comprehensive customer relationship management software, as they require more advanced features to handle customer support. Similarly, the ability of Zendesk to scale also makes it the best fit for enterprise-level organizations. Zendesk offers its users consistently high ROI due to its comprehensive product features, firm support, and advanced customer support, automation, and reporting features. It allows businesses to streamline operations and workflows, improving customer satisfaction and eventually leading to increased revenues, which justifies the continuous high ROI. Zendesk offers robust reporting capabilities, providing businesses with detailed insights into consumer interactions, ticketing systems, agent performance, and more.

But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. 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. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality.

Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Intercom recently ramped up its features to include 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.

Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience.

It also offers a Proactive Support Plus as an Add-on with push notifications, a series campaign builder, news items, and more. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles.

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Wouldn’t you love it if Gmail could work faster, better, and provide the best experience? All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. 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. 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. 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. 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.

  • Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them.
  • Zendesk offers its users consistently high ROI due to its comprehensive product features, firm support, and advanced customer support, automation, and reporting features.
  • If, after the additional prices they charge, the plan works for you, Intercom is a great way to manage your customer relationships.
  • Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.
  • While this may seem 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.

To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. 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. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms.

Zendesk vs. the rest: Compare the software

If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. 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.

On the other hand, it provides call center functionalities, unlike Intercom. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. Intercom is an all-in-one solution, and compared to Zendesk, Intercom has a less intuitive design and can be complicated for new users to learn.

Zendesk also offers a number of integrations with third-party applications. 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.

While some of these functionalities related to AI are included in the Zendesk suite, others are part of advanced AI add-ons. If agents want to offer their customers a great experience, they can spend an additional $50 to have the AI add-on. Intercom also charges additional charges for specific features, such as charging $0.99 for every resolution.

intercom versus zendesk

On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day.

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. Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments. 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.

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. The final prices are revealed after engaging in sales Chat PG demos and are not revealed upfront. The best thing about this plan is that it is eligible for an advanced AI add-on, has integrated community forums, side conversations, skill-based routing, and is HIPAA-enabled. Learn how top CX leaders are scaling personalized customer service at their companies.

Why customers choose Zendesk over Intercom

One of the things that sets Zendesk apart from other customer service software providers is its focus on design. 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. 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. However, if you are looking for a robust messaging solution with customer support features, go for Intercom.

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. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time.

They both offer some state-of-the-art core functionality and numerous unusual features. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? 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. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality.

intercom versus zendesk

Intercom’s reporting is average compared to Zendesk, as it offers some standard reporting and analytics tools. Its analytics do not provide deeper insights into consumer interactions as well. Considering that Zendesk and Intercom are leading the market for customer service software, it becomes difficult for businesses to choose the right tool.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. They’ve been marketing themselves as a messaging platform right from the beginning.

  • Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.
  • With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service.
  • Because Intercom started as a live chat service, its messenger functionality is very robust.
  • Ultimately, the choice between Intercom and Zendesk depends on your specific needs and priorities.
  • Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan.

The platform has various customization options, allowing businesses personalized experiences according to their branding. Help Center in Zendesk also will enable businesses to organize their tutorials, articles, and FAQs, making it convenient for customer to find solutions to their queries. In today’s business world, customer service is fast-paced, and customers have higher expectations. To enhance customer satisfaction, businesses must equip their teams with customer support solutions and customer service software. 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.

ThriveDesk empowers small businesses to manage real-time customer communications. In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer support.

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These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. 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. Compared to Zendesk, Intercom offers few integrations, which may hinder its scalability.

Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support. Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. 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. Intercom’s CRM can work as a standalone CRM and requires no additional service to operate robustly.

It also enables agents to perform customized workflow management, assign tickets to the right agent for request handling, and track the ticket’s progress. However, businesses must choose between Zendesk vs Intercom based on their needs and requirements. 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. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.

The pricing strategies are covered below so you can analyze the pricing structure and select your customer service software. Zendesk TCO is lower than Intercom due to its ability to scale, which does not require additional cost to update the software for a growing business. It also has a transparent pricing model so businesses know the price they will incur. Lastly, the tool is easy to set up and implement, meaning no additional knowledge or expertise makes the businesses incur additional costs. Zendesk’s automation features are limited to offering basic automation to streamline repetitive tasks.

What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. 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. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level.

Intercom offers advanced customer service through its automated functions and is suitable for businesses looking for a sophisticated customer support solution. Another advantage of using Intercom is that it not only enhances customer engagement but is also a great way to increase customer support teams’ productivity. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. You can foun additiona information about ai customer service and artificial intelligence and NLP. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.

Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. Fin, our breakthrough AI chatbot, uses the most sophisticated AI technology to deliver safe, accurate answers that resolve customer questions and reduce your team’s ticket volume instantly. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.

Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. 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. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites. It features the Intercom Messenger, which works with existing support tools for self-serve or live support.

Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness. We will also consider customer feedback and reviews to provide insights into the usability of each platform. Intercom offers reporting and analytics tools with limited capabilities for custom reporting, user behavior metrics, and advanced visualization.

intercom versus zendesk

Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. 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.

intercom versus zendesk

Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. Which means it’s rather a customer relationship intercom versus zendesk management platform than anything else. 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.

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Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. You can also use Intercom as a customer service platform, but given its broad focus, you may not get the same level of specialized expertise.

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. 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.

This plan includes a shared inbox, unlimited articles, proactive support, and basic automation. On the other hand, Intercom may have a lower ROI when compared to Zendesk due to the limited depth of features it offers. Although it provides businesses with valuable messaging and automation tools, they may require more than this to achieve a higher level of functionality. Companies might assume that using Intercom increases costs, potentially impacting businesses’ ROI. Intercom’s messaging platform is very similar to Zendesk’s dashboard, offering seamless integration of multiple channels in one place for managing customer interactions.

Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. 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.

Intercom has a dark mode that I think 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. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views.

Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Every CRM software comes with some limitations along with the features it offers. You can analyze if that weakness is something that concerns your business model. For large-scale businesses, the budget for such investments is usually higher than for startups, but they need to analyze if the investment is worth it.

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. When it comes to customer support and engagement, choosing the right software can make a world of difference.

On the other hand, Intercom catches up with Zendesk on ticket handling capabilities but stands out due to its automation features. 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. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features. 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.

Although Intercom offers an omnichannel messaging dashboard, it has slightly less functionality than Zendesk. Some aspects give an edge or create differentiation in the operations of both software, which users may oversee while making a choice. We will discuss these differentiating factors to help you make the right choice for your business and help it excel in offering extraordinary customer service. Both Intercom and Zendesk have proven to be valuable tools for businesses looking to provide excellent customer support.

While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. It can team up with tools like Salesforce and Slack, so everything runs smoothly. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

They need to comprehensively analyze if they are getting the value of the invested money. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

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