Intercom vs Zendesk: Comparing features, integrations, and pricing

See how our customer service solutions bring ease to the customer experience. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. 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.

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. 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. With Zendesk, organizational data silos can be a thing of the past.

Zendesk vs Intercom vs ProProfs: Interface

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. So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation. Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers. They’ve been rated as one of the easy live chat solutions with more integrated options.

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure.

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Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Zendesk, on the other hand, only has online support and a knowledge base. Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people.

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. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.

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Founded in 2007, Zendesk started off as a ticketing tool for customer support teams. It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Even though the two applications are often mentioned while talking about customer service, there are some glaring differences between them. However, if your organization heavily relies on Intercom’s real-time communication features, in-app messaging, and chat-based support, transitioning entirely to Zendesk may not cover all your needs. Intercom’s focus on instant interactions and personalized engagement is particularly valuable for businesses prioritizing chat-first customer support and real-time communication.

Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. Zendesk’s customer support is also very fast, though their live chat is only available for registered users. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior.

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Therefore, if you happen to have Zoho CRM and want to integrate your chat feature with it, you should go with Zendesk. It should be noted that Intercom can integrate with Zendesk, so if there are Zendesk products that you like, aside from the chat feature, you can still use those. When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies.

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. 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.

For instance, when you need to access specific features or information, Zendesk’s organized interface ensures that everything is easily locatable, reducing search time and user frustration. 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.

What can be really inconvenient about Zendesk, though is how their tools integrate with each other when you need to use them simultaneously. It has very limited customization options in comparison to its competitors. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. What really struck me though is that people seemed to like Zendesk more. Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. Their support section is based on the Docs forum, where you can ask questions or read on related topics.

Pricing: Zendesk Vs. Intercom

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• Zendesk offers a versatile array of communication channels, including email, chat, social media, phone, and web forms.
• To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.
• Pro features such as 5 widgets, unlimited auto messages, and pop-ups, you pay $20/month.
• On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market.
• At $15/month , the Growth model can accommodate up to 2000 bot sessions.
• If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.