Zendesk vs Intercom: In-Depth Features & Price Comparison

Intercom vs Zendesk What are the differences?

zendesk vs. intercom

You can foun additiona information about ai customer service and artificial intelligence and NLP. These premium support services can range in cost, typically between $1,500 and $2,800. This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times.

zendesk vs. intercom

Zendesk’s ticketing system is renowned for its highly organized approach, which empowers businesses to manage customer support requests with unparalleled efficiency. These tickets can then be systematically tracked, prioritized, and responded to. This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated.

Intercom vs. Zendesk: Which is right for your business?

With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way. In contrast, Zendesk primarily relies on a knowledge base, housing articles, FAQs, and self-help resources. While this resource center can reduce the dependency on agent assistance, it lacks the interactive element found in Intercom’s onboarding process. Determining whether Intercom can effectively replace Zendesk depends on your specific customer support and engagement requirements. Intercom has flexible prices that can change based on what your business needs, and they offer a 14-day free trial.

Installing it might take some technical skill and even when installed, could malfunction a bit. It uses artificial intelligence (AI) to assist customers through self-help options or access to the relevant articles before connecting them to your team. And this, undoubtedly, leaves your customer support agents free to solve urgent matters.

Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

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. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. 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.

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. Did you know that integrations between Zendesk and Intercom are possible?

Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent. This is a bit of a letdown as you’ll have to use third party apps to create a self help section. One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved.

In comparison to that, you enjoy customized agent roles, sandbox, and skills-based routing, besides offering basic functionalities with the expensive enterprise plan. The best part about Zendesk is that, along with its amazing features, it also provides its users with a magical wand for customizing them. Whether it’s the ticketing system, knowledge base corner, or branding elements, you get the full right to use them as per your brand’s need. Suppose you are thinking that Intercom isn’t offering any attractive features, but it’s actually not true. There is one mind-boggling feature in Intercom, and that is its in-app messaging serving.

They also offer several other features such as pre-defined responses, custom rules, and customizable online forms. Simplicity is an important consideration when selecting the best customer service software. Having easy-to-use software is far more controllable and saves time whether you’re a tiny and growing business or a massive multinational.

Intercom pricing

Zendesk’s pricing offers a range of plans, including a tiered model with different levels of features and capabilities. While the pricing can be flexible, it may become more costly as your organization’s requirements and usage increase. That their customers are fully satisfied with their products and services, and so is the motto of our Desku chatbots. So, by holding Desku’s hand, you can open doors for a long list of happy and fully satisfied customers. Founded in 2011, Intercom has quickly become one of the most versatile and comprehensive customer support tools on the market and they are showing no signs of slowing down. As two of the most popular and effective customer support solutions on the market, Intercom and Zendesk often compete head-to-head to win the business of companies like yours.

As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure. Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive.

But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. 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. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.

Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). It ensures that as your business grows, you won’t outgrow your CRM system. Both platforms offer compatibility with various third-party applications. However, SugarCRM often stands out due to its open architecture and extensive integration possibilities. Intercom’s custom bots are smart enough to prioritize urgent issues and connect your customers automatically to the right team members.

zendesk vs. intercom

Determining whether Zendesk is better than Intercom hinges on your unique customer support and engagement requirements. Zendesk excels as a robust and versatile customer support platform, offering comprehensive tools for managing customer inquiries and support operations across various channels. If your business values a feature-rich and customizable solution for customer interactions, Zendesk may be the better choice. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software.

Intercom’s Customer Onboarding Feature is More Efficient than Zendesk’s Knowledge Base

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. We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly.

However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. Streamline support processes with Intercom’s ticketing system and knowledge base. Therefore, it becomes all the more important to review your options carefully. ProProfs offers incredible live chat features that help you offer 24×7 assistance and close more sales. You can leverage chatbots to handle basic customer queries and reduce the burden on your support team.

Intercom is great for talking to customers in real-time, like through live chats or in-app messages. Zendesk is more about organizing customer requests with a ticketing system and talking to customers through many channels like email, phone, or chat. Here comes Desku as the strong competitor, which can effectively substitute Zendesk and Intercom. Desku provides a user-friendly platform with robust features that enable easy transition during the migration from other support systems. Intercom and Zendesk both offer comprehensive customer support solutions.

ThriveDesk empowers small businesses to manage real-time customer communications. Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction.

Backend Features (weighted 11%)

The bot feeds customers and employees the relevant articles upon making a query. The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Ultimately, the choice between Intercom and Zendesk depends on your specific needs and priorities.

When it comes to integrations, Zendesk and Intercom both offer diverse possibilities, but here, Zendesk takes the lead. Zendesk boasts an extensive array of integration options, with over 1,500 apps in its ecosystem. When comparing the cost of Intercom to Zendesk, it’s important to consider the pricing structures and potential variations based on your specific customer support and engagement needs. The sophisticated nature of its chatbot makes it more than a task automation tool — it takes customer interactions to the next level. What makes Desku unique is that it has competitively priced services with similar features as those provided by other companies but at a lower cost. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.

You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.

Zendesk to cut about 300 jobs globally, impacting Dublin HQ – SiliconRepublic.com

Zendesk to cut about 300 jobs globally, impacting Dublin HQ.

Posted: Wed, 09 Nov 2022 08:00:00 GMT [source]

You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Zendesk’s Help Center and Intercom’s zendesk vs. intercom Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner.

months free on Zendesk

In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom.

Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. 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. Zendesk outshines Intercom for customer support workflows with its core feature, the ticketing system.

Estonian startup Klaus raises €1.7 million from Creandum for its customer support platform – EU-Startups

Estonian startup Klaus raises €1.7 million from Creandum for its customer support platform.

Posted: Wed, 03 Jul 2019 07:00:00 GMT [source]

This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations.

Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. However, The solution’s pricing doesn’t fit medium sized organizations well. Especially if you need to deal with SLAs and similar more advanced options. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services.

Zendesk’s simplicity, combined with its robust functionality, significantly reduces the margin for errors and confusion. In the realm of user-friendliness, Zendesk clearly emerges as the superior choice. There are several notable alternatives to Intercom in the customer support and engagement space, including Zendesk, Freshdesk, Help Scout, HubSpot, and Zoho Desk. There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk. Talking about the Intercom, it has flexible pricing plans that its experts can help adjust as per your requirements to match contacts and number of seats.

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. 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. 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.

They’ve been rated as one of the easy live chat solutions with more integrated options. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services.

zendesk vs. intercom

First, a Home button gives you access to your dashboard, where you’ll find a snapshot of your current configuration. Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest. Since Zendesk’s inception, its ticketing system has remained the best in the business. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart.

zendesk vs. intercom

Because of its easy navigation and interface, Intercom has always received positive words from its users. We can say that Zendesk’s user interface is very clean and clear to understand. Besides its easy navigation, it also offers a mesmerizing ticketing system, multichannel communication, and analytics reporting. So, Zendesk’s users are always going to have a smooth experience with it. For $395/month the Pro tier allows up to 5 users and eliminates the volume restriction. This tier provides everything a small or medium-sized business will need, including better ticket management and advanced workflow automation tools.

zendesk vs. intercom

A mighty email marketing platform to help you reach your customers and increase sales. Variables (tags) to create dynamic email templates for highly personalized email campaigns that get triggered based on your customers’ behavior. Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system.

Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. It’s modern, it’s smooth, it looks great and it has so many advanced features. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible.

This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges.

Its ability to seamlessly integrate with various applications further amplifies its versatility. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.

  • Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options.
  • Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time.
  • With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.
  • This makes things faster for support teams to access information without bothering other users.

These tools are ideal for personalizing the customer experience and building better customer relationships. For businesses looking for a comprehensive customer service and support tool, Zendesk reigns supreme. Its feature offering is second to none and for growing companies, Zendesk scales as well or better than any other customer support platform on the market.

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top