Zendesk vs Intercom: Which Is Right For Your Business in 2023?

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. Did you know that integrations between Zendesk and Intercom are possible? With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. Both Zendesk and Intercom are excellent customer service solutions.

Which means it’s rather a customer relationship management platform than anything else. 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. 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.

When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support.

Zendesk lets you chat with customers through email, chat, social media, or phone. 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. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Intercom is the new guy on the block when it comes to help desk ticketing systems.

They bought out the Zopim live chat solution and integrated it with their toolset. Intercom focuses on providing personalized customer messaging and support at every stage of the customer lifecycle. Its conversational support approach, powerful automation capabilities, and in-depth analytics empower businesses to deliver tailored and effective customer experiences. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. Whichever solution you choose, mParticle can help integrate your data.

Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. You can foun additiona information about ai customer service and artificial intelligence and NLP. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. 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.

Thus, it leaves your team to solve more important customer requests. Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them.

Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. 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. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights.

Call Center Tools

It really depends on what features you need and what type of customer service strategy you plan to implement. And that’s why it offers a long list of customization options like workflow automation, ticket management system, and layouts. That their customers are fully satisfied with their products and services, and so is the motto of our Desku chatbots.

Efficient customer service and support capabilities are fundamental for maintaining high customer satisfaction levels. Evaluating the customer service and support features of Zendesk and Intercom aids businesses in understanding which platform facilitates more effective and prompt customer issue resolution. The Chat PG ease of use and customization options play a significant role in the seamless integration of a customer support platform within existing business operations. Analyzing the user-friendliness and customizability of Zendesk and Intercom provides insights into their adaptability to diverse business environments.

If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. Suppose you are thinking that Intercom https://chat.openai.com/ 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.

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 omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

Therefore, a helpdesk with a good inbox can make your team efficient in solving problems. 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. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Intercom is great for talking to customers in real-time, like through live chats or in-app messages.

On the other hand, it provides call center functionalities, unlike Intercom. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features. You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. 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. 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).

• While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.
• Thus, the inbox is used to refer tickets to other agents who can solve them.
• 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’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.
• 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.
• Some help desk software provides call center tools as one of customer communication channels.

Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Its easy navigability allows you to switch between different sections smoothly. You will be able to find the most common chatting system with a single communication channel. So, communicating with customers on different communication channels would be difficult on Intercom. Automating onboarding messages, product guides, newsletters, and the list goes on.

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. The price levels can even be much higher if we’re talking of a larger company. 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. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost.

Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. 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. Here comes Desku as the strong competitor, which can effectively substitute Zendesk and Intercom.

Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to.

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. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware. Intercom offers call center features for your business via add-ons. Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software.

Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences. 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.

Overview of Intercom

Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction. Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.

Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

ThriveDesk: An Alternative Helpdesk Solution

Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. 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.

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. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. A helpdesk solution’s user experience and interface are crucial in ensuring efficient and intuitive customer 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.

The feedback and recommendations from existing users serve as valuable guidance for businesses considering either platform. Optimizing the utilization of Zendesk and Intercom involves implementing effective strategies and best practices. Providing actionable tips for businesses to maximize the potential of these platforms enables them to leverage advanced functionalities and enhance their overall customer support operations. Zendesk and Intercom offer various pricing plans, but Intercom is generally more expensive.

We will compare those customer service solutions in terms of functionality and price. To begin with, putting help desk platforms “side by side” is a thankless job as software differs in functionality, price, and purposes. The compared vendors share a strategy of delivering their services as either separate add-ons or all-in-one tools. Zendesk and Intercom offer help desk management solutions to their users.

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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. 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. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction.

So, if you have customers who prefer to call service with an Intercom, it wouldn’t be possible. You would rather have to integrate it with third-party apps like Appy Pie Connect. For leading a successful business, communication is one of the keys. Customers will stay with you long if they are not getting any support from your company, especially when you are new to them.

Zendesk’s Help Center and Intercom’s 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. 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.

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. In this article, we will compare Intercom and Zendesk, highlighting their features, benefits, and drawbacks.

Some issues are so crucial that they need to be solved on the spot. Zendesk is yet another powerful way to help businesses interact with their customers. Moreover, research says that companies can reduce customer resolution times upto a great percentage through the helpdesk software. Today, thanks to the virtual technology revolution, you can find numerous help desk software, but our vote goes for Zendesk and Intercom. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms.

Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide. Zendesk’s mission is to build software designed to improve customer relationships. 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.

These features empower businesses to create highly targeted and personalized email campaigns, ensuring efficient communication and nurturing of customer relationships. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion.

For real zen, switch to Intercom

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. For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans.

• Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software.
• The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool.
• The choice between the two depends on specific business needs and budget considerations.
• 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.

Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team.

But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems.

Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises. 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.

We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. 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. However, if you are looking for a robust messaging solution with customer support features, go for Intercom.

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. 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.

By team

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. 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.

The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work.

Zendesk has a strong customer support reputation, a helpful community, and extensive resources. Salesforce Service Regarding live chat capabilities, both Zendesk and Intercom have integrated solutions. However, users often find Intercom’s live chat more user-friendly and feature rich. Intercom’s live chat functionality goes beyond the basics, incorporating targeted messaging, proactive messaging, and sophisticated chatbot capabilities. 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.

They’ve been marketing themselves as a messaging platform right from the beginning. 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. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. 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. We are easy-going yet knowledgeable team of experts who will make sure that what’s important gets done skillfully.

As well as Intercom, it allows sharing of private notes with other support agents. Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins. Create a chatbot with minimal coding and customize it to your heart’s content.

Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.

Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. One of the things that sets Zendesk apart from other customer service software providers is its focus on design.

However, additional costs for advanced features can quickly increase the total expense. Intercom stands out for its modern and user-friendly messenger functionality, which includes advanced features with a focus on automation and real-time insights. Its AI Chatbot, Fin, is particularly noted for handling complex queries efficiently.

The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. This exploration aims to provide a detailed comparison, aiding intercom vs zendesk businesses in making an informed decision that aligns with their customer service goals. Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs.