Zendesk vs Intercom: Choosing the best tool for your business

zendesk vs. intercom

Zendesk’s pricing plans start at $19 per month, while Intercom’s pricing plans start at $74 per month. Your best pricing plan will depend on your specific needs and budget. If you are a small business with basic CRM needs, then the Zendesk Support Team or Intercom Starter may be a good option for you. If you are a growing business with more complex CRM needs, then the Zendesk Enterprise or Intercom Pro plan may be a better option for you. Zendesk has strong positive reviews especially since the software has mobile apps for access. Though some complained that it’s not easy to check the tickets using the apps.

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. 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.

zendesk vs. intercom

But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. 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 The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world.

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. Intercom calculates the price based on the number of seats (users) you request. Depending on the seat type (subscription plan), users get access to different features.

Zendesk vs. Intercom pricing

The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees.

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. 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. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates.

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Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software.

In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell, available for an additional cost, starting at $19/agent/month. It includes tools for lead management, sales forecasting, and workflow management and automation. Its customer data platform lets you manage customer data, segmentation, and automated reminders. However, this may be sufficient for smaller businesses or those using an existing CRM that integrates with Intercom. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets.

On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads. Zendesk facilitates efficient ticketing, live chat, and knowledge base management, ensuring timely issue resolution. Intercom focuses on personalized messaging, effective lead nurturing, and streamlined communication, fostering a more engaging customer experience.

When comparing Zendesk and Intercom, Zendesk stands out with its robust and versatile customer support solutions. It offers a comprehensive platform for managing customer inquiries and support tickets across multiple channels, providing businesses with a powerful toolset for customer service management. Zendesk’s extensive feature set and customizable workflows are particularly appealing to organizations looking to streamline and scale their customer support operations efficiently. Zendesk is a leading customer service software that offers a comprehensive suite of tools for businesses to manage customer support, engagement, and relationships. Its user-friendly interface, robust ticketing system, and extensive integration options make it popular for businesses seeking efficient customer service solutions.

So, by holding Desku’s hand, you can open doors for a long list of happy and fully satisfied customers. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports.

Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. 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)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive.

Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. 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.

You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. In this detailed comparison, we’ll explore the features and characteristics of Intercom and Zendesk, highlighting each of their unique capabilities, so you can identify the right solution for your needs. When it comes to ease-of-use, Zendesk undeniably takes the lead over Intercom.

Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. When it comes to customer support and engagement, choosing the right software can make a world of difference. Both offer powerful solutions for businesses looking to enhance their customer service capabilities.

Zendesk vs Intercom: functionality

For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer Chat PG calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels. The bot feeds customers and employees the relevant articles upon making a query.

Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features. 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.

The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard. Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications.

If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo.

Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users. Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly. This article offers guidance on how to professionally request references from employers. All plans come with a 7-day free trial, and no credit card is required to sign up for the trial.

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. You can foun additiona information about ai customer service and artificial intelligence and NLP. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents.

It calculates the cost of its Pro and Premium plans based on the number of AI resolutions, people reached, and seats (or users). This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows.

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. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Pricing for both services varies based on the specific needs and scale of your business. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

zendesk vs. intercom

Automating onboarding messages, product guides, newsletters, and the list goes on. Intercom understands very well that email marketing is no more than a magic wand for building strong customer relations. Amid tight budgeting times, Desku proves to be the buddy for excellent worth and without any costly zendesk vs. intercom expenditure. However, the approach is far much wider than merely focusing on what would be more cost-effective but instead exploring ways through which a solution that would suit you best could be realized. Zendesk is yet another powerful way to help businesses interact with their customers.

✅ Great live chat

Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support. Zendesk lets you chat with customers through email, chat, social media, or phone. Learn effective strategies to calculate, analyze, and reduce customer acquisition cost. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them.

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. One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

Zendesk vs Intercom: Choosing the best tool for your business

However, it’s essential to consider the strengths of Zendesk, which offers a comprehensive and versatile customer support platform. While Intercom excels in certain aspects of customer communication, Zendesk offers its own set of strengths that cater to different aspects of customer support and engagement. While there can be add-ons, such as premium customer support, you can generally anticipate what you’ll be paying for your Zendesk subscription.

  • 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.
  • Whichever solution you choose, mParticle can help integrate your data.
  • Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.
  • You can set business rules, SLA, and ticket routing based on the agent’s skills, language, and expertise.

Intercom and Zendesk are both powerful support solutions with unique features. Intercom excels in real-time messaging and customer engagement, while https://chat.openai.com/ Zendesk focuses on ticketing and strong customer support. The choice between the two depends on specific business needs and budget considerations.

They bought out the Zopim live chat solution and integrated it with their toolset. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? Both Zendesk and Intercom facilitate sales automation, but Intercom’s sales automation tools are notably more sophisticated and comprehensive. Intercom’s sales automation features encompass advanced functionalities like lead scoring, personalized lead nurturing, and streamlined pipeline management. These capabilities enable businesses to streamline their sales processes, prioritize leads effectively, and manage their sales pipelines with greater efficiency and precision.

Zendesk offers a comprehensive suite of customer service features, whereas Intercom emphasizes personalized messaging and advanced sales automation tools. The comparison of whether Intercom is better than Zendesk depends on your specific customer support and engagement needs and objectives. If you seek to enhance customer engagement through chat-based support, in-app messaging, and proactive outreach, Intercom may be the superior option. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features.

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On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging. Though, if you compare Zendesk chat vs Intercom, the plugin is a bit hard to use as reviewed by customers. Installing it might take some technical skill and even when installed, could malfunction a bit.

This means the company is still working out some kinks and operating with limited capabilities. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. 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. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it.

zendesk vs. intercom

Moreover, Zendesk excels in sending automated responses and escalating critical issues with precision. Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs. While Intercom offers a free trial, it’s important to note that the cost can increase as you scale and add more features or users. ThriveDesk empowers small businesses to manage real-time customer communications. 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.