Posted by Susan on Jul 15, 2024 in AI News | 0 comments

Zendesk vs Intercom A Detailed Comparison

Zendesk is not easy to set up, and it takes time to do it right. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. When it comes to customer communication, Intercom has a perfect layout and customer information storage system. Based on such information, you can easily communicate with your customers and resolve their queries instantly.

Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance. A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business. 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.

This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users. 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 Zendesk marketplace is also where you can get a lot of great add-ons. Popular integrations include Slack, MailChimp, Dropbox, and Jira. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

Should I choose Zendesk or Intercom?

It will help you understand your customer’s issue and solve it instantly. Although you cannot be with your customers all the time in real-time, through Desku’s live chatting, you can actually have their back. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations.

While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price. And while many other chatbots take forever to set up, you can zendesk or intercom set up your first chatbot in under five minutes. Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions.

While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. 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. This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions.

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. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs. And in this post, we will analyze two popular names in the SaaS industry – Intercom & Zendesk. Has live chat analytics to monitor customer satisfaction, employee performance. Overall, Zendesk’s Chat is less customizable than Intercom’s but still has all the essentials.

Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. The ProProfs Live Chat Editorial Team is a diverse group of professionals passionate about customer support and engagement. We update you on the latest trends, dive into technical topics, and offer insights to elevate your business.

What is the difference between Intercom and Zendesk?

This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. Zendesk is one of the biggest players in the realm of customer support platforms. In 2016, Zendesk reported that 87,000 paid customers from over 150 countries used its products.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Intercom primarily focuses on messaging but offers limited channel breadth compared to Zendesk, requiring paid add-ons for critical channels like WhatsApp. Zendesk is designed with the agent in mind, delivering a modern, intuitive experience. The customizable Zendesk Agent Workspace enables reps to work within a single browser tab with one-click navigation across any channel.

It enables teams to streamline their interactions with customers and provide high-quality timely support. Help Scout is a customer support helpdesk platform designed to manage and streamline customer communication and interactions. It is used by businesses to simplify their email support and provide automated customer service. The ProProfs Live Chat Editorial Team is a passionate group of customer service experts dedicated to empowering your live chat experiences with top-notch content. We stay ahead of the curve on trends, tackle technical hurdles, and provide practical tips to boost your business. With our commitment to quality and integrity, you can be confident you’re getting the most reliable resources to enhance your customer support initiatives.

Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool. If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month.

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. 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. The Zendesk Marketplace offers over 1,500 no-code apps and integrations. It provides tools that facilitate real-time interactions and support, allowing businesses to manage support tickets effectively.

While Zendesk features are plenty, someone using it for the first time can find it overwhelming. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk.

This includes secure login options like SAML or JWT SSO (single sign-on) and native content redaction for sensitive information. We also adhere to numerous industry standards and regulations, such as HIPAA, SOC2, ISO 27001, HDS, FedRAMP LI-SaaS, ISO 27018, and ISO 27701. 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. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. Zendesk offers more flexibility with its pricing options and also has free services.

Zendesk AI is the intelligence layer that infuses CX intelligence into every step of the customer journey. In addition to being pre-trained on billions of real support interactions, our AI powers bots, agent and admin assist, and intelligent workflows that lead to 83 percent lower administrative costs. Customers have also noted that they can implement Zendesk AI five times faster than other solutions. Zendesk provides comprehensive security and compliance features, ensuring customer data privacy.

Zendesk vs Intercom Comparison 2024: Which One Is Better?

Zendesk boasts incredibly robust sales capabilities and security features. 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. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. 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.

All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. Intercom has a community forum where users can engage with each other and gain insights from their experiences. What better way to start a Zendesk vs. Intercom than to compare their features? Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. 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.

With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard. In short, Zendesk is perfect for large companies looking to streamline their customer support process; Intercom is great for smaller companies looking for advanced customer service features. With the base plan, you get some sweet facilities like a ticketing system, data analytics, customer chat history, and more. In comparison to that, you enjoy customized agent roles, sandbox, and skills-based routing, besides offering basic functionalities with the expensive enterprise plan.

It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. They offer an omnichannel chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. While in Intercom, advanced chatbots, a modern and well-developed chat widget, email marketing services, product demonstrations, and in-app messaging all contribute to a better customer experience. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports.

Simplicity is an important consideration when selecting the best customer service software. Having easy-to-use software is far more controllable and saves Chat GPT time whether you’re a tiny and growing business or a massive multinational. Messagely’s live chat platform is smooth, effective, and easy to set up.

We work for Ukraine’s economy as our army resists the unprovoked Russian war against Ukraine. It means that Zendesk’s prices are slightly easier to figure out than Intercom’s. On practice, I can’t promise you anything when it comes to Intercom. https://chat.openai.com/ Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing.

Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication. 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.

I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day. As any free tool, the functionalities there are quite limited, but nevertheless. If you’re a really small business or a startup, you can benefit big time from such free tools. Intercom and Zendesk are both powerful support solutions with unique features.

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. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. 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.

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. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.

Intercom Chat VS. Zendesk Chat: Integration

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. Zendesk has a help center that is open to all to find out answers to common questions. Apart from this feature, the customer support options at Zendesk are quite limited.

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. 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.

What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team. You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers. 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.

Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Don’t worry; we’ve analyzed both the products thoroughly for you. After this live chat software comparison, you’ll get a better picture of what’s better for your business. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk.

Remember that there is no one-size-fits-all solution, and the optimal platform for you will be determined by your individual demands. Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot. When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. Whatever you think of Intercom’s design and general user experience, you can’t deny that it outperforms all of its competitors.

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. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams.

While the Standard plan is suitable for small teams with limited budgets, the Pro plan is a good fit for large businesses. However, keep in mind that pricing is based on the number of users, and the costs can quickly escalate as your team grows. These features collectively help businesses build stronger relationships with their customers, provide quality customer service, and drive growth by increasing customer engagement and satisfaction. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality.

Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual.

Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free). Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes. Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job.

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. 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. The cheapest plan for small businesses – Essential – costs $39 monthly per seat.

Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. 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.

• Founded as a business messenger, it now extends to enabling support, engagement, and conversion.
• We also provide real-time and historical reporting dashboards so you can take action at the moment and learn from past trends.
• When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources.
• 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.
• It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform.
• 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.

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. 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. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users.

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. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. 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.

Whichever solution you choose, mParticle can help integrate your data. 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. 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.

Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). 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.

Its $99 bracket includes advanced options, such as customer satisfaction prediction and multi-brand support, and in the $199 bracket, you also get advanced security and other very advanced features. 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. 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. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available.

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. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. Use ticketing systems to manage the influx and provide your customers with timely responses. 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.

The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. Ticket routing helps to send the ticket to the best support team agent. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. Intercom has more customization features for features like bots, themes, triggers, and funnels. Zendesk, however, has more robust custom reporting capabilities.

This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison. Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base. Its ability to seamlessly integrate with various applications further amplifies its versatility. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications.

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. 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. Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time.

Zendesk is a customer service platform that allows you to communicate with customers via any channel. That being said, in your search for the best customer support tool, you must have come across Zendesk and Intercom. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you.