Zendesk vs Intercom: In-Depth Feature & Price Comparison

Zendesk vs Intercom: Which One Is Right for You?

zendesk or intercom

You can add individual operator greetings, create canned responses, and engage potential leads by giving them product tours. Once, the ticket is created, customers get a notification that their issue or request has been received and registered. Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead. The interface appears modern, easier to set up, and your agents can dive right into it.

  • You can add individual operator greetings, create canned responses, and engage potential leads by giving them product tours.
  • However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.
  • In addition to this, Intercom provides your business the right platform to offer proactive support.

Zendesk chat allows you to talk with your visitors in real time through a small chat bar at the bottom of your site. When visitors click on it, they’ll be directed to one of your customer service teammates. Its sales CRM software starts at $19 per month per user, but you’ll have to pay $49 to get Zapier integrations and $99 for Hubspot integrations.

Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability. Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools. ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly. With CSAT and NPS surveys you can monitor and improve your customer experience.

This exploration aims to provide a detailed comparison, aiding 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. For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users.

“All of Intercom” (Messages + Inbox + Articles)

Zendesk, on the other hand, is known for its powerful ticketing system and smart analytics tools. You can foun additiona information about ai customer service and artificial intelligence and NLP. Zendesk might be a better choice if your company puts a lot of value on full customer help, keeping track of issues, and making decisions based on data. Zendesk’s messaging system makes it easier for customers to ask questions and get help, and it makes sure that every question is properly recorded and handled. Intercom is great at making it easy for businesses and their customers to talk to each other instantly and back and forth. With live chat, in-app messaging, and targeted messaging, among other features, the tool lets businesses talk to customers right away.

It means that Zendesk’s prices are slightly easier to figure out than Intercom’s. In terms of pricing, Intercom is considered one of the hardest on your pocket. 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.

While on one hand, you have to scroll through multiple comparison websites, online reviews, etc. On the other hand, you need to be careful about the various needs and requirements of your support team. There is also an opinion that Zendesk’s interface and design are slightly less convenient in comparison to Intercom’s, which provides a more streamlined user interface.

Zendesk Suite includes all features for email, live chat, voice, and social media support. There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools.

They bought out the Zopim live chat solution and integrated it with their toolset. Zendesk is a customer service software company that provides businesses zendesk or intercom with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide.

It is none other than the modern customer support software of Helpwise. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Community forums enable customers to assist each other by asking questions and sharing tips, experiences, and best practices–creating a unique, user-based, searchable information hub. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop.

Freshdesk also allows users to customize ticket fields and workflows to suit their specific needs and preferences. 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.

Intercom or Zendesk: Integrations and add-ons

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. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. I tested both of their live chats and their support agents were answering in very quickly and right to the point.

zendesk or intercom

There is automatic email archiving and incoming email authentication. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be.

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. After this live chat software comparison, you’ll get a better picture of what’s better for your business. 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. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required.

G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. While Intercom does not offer free trials, they do offer demo versions of each plan.

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If you’re smaller more sales oriented startup with enough money, go Intercom. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features.

The free Intercom Platform lets you see who your customers are and what they do in your workspace. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. But I don’t want to sell their chat tool short as it still has most of necessary features like shortcuts (saved responses), automated triggers and live chat analytics.

Zendesk Overview

Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. 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 the design and simplicity of the software for customer use, Zendesk’s interface is somewhat antiquated and cluttered, especially when it comes to customizing the chat widget. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details.

zendesk or intercom

So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers.

Zendesk’s Admin Center provides tools that automate agent ticket workflows. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. The offers that appear on the website are from software companies from which CRM.org receives compensation.

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. 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.

Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. 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.

Why ProProfs Chat is the Better Alternative to Zendesk & Intercom

Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members.

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. On the other hand, it provides call center functionalities, unlike Intercom. 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. 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.

When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination.

This has helped to make Zendesk one of the most popular customer service software platforms on the market. 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. When it comes to budgeting, Intercom is one tool that’s better to overestimate than underestimate.

These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. Zendesk is renowned for its comprehensive toolset that aids in automating customer service workflows and fine-tuning chatbot interactions. Its strengths are prominently seen in multi-channel support, with effective email, social media, and live chat integrations, coupled with a robust internal knowledge base for agent support. When it comes to customer support, both Intercom and Zendesk provide reliable assistance. Intercom offers live chat, email, and phone support to its customers, ensuring that any issues or questions are addressed promptly.

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. When it comes to user interface, both Intercom and Zendesk offer intuitive and user-friendly interfaces. However, Intercom’s interface is more modern and visually appealing, making it easier for users to navigate and find what they need. Zendesk’s interface, while not as visually appealing, is highly customizable, allowing businesses to tailor it to their specific needs. However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included.

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Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. Also, Intercom has a special proposition for early-stage startups, which can get Intercom’s pro products for $49/month for up to one year.

Zendesk’s analytics features are also often praised; they help businesses learn a lot about how customers connect with them, how well agents do their jobs, and overall support trends. To create help articles, you can choose a template or create one from scratch, customize the template, import files or docs, and publish within minutes. Simply allow customers to find relevant help by themselves and reduce your ticket volume by up to 80%.

If you want automated options, Intercom starts at either $499 or $999 per month for up to ten users, depending on the level of automation you’re looking for. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk unifies all of your customer interactions into one platform. The software helps you to keep track of all support requests, quickly respond to questions, and track the effectiveness of your customer service reps.

zendesk or intercom

Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the 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. It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools.

Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform.

Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic. You can then add automations and triggers, such as automatically closing a ticket or sending a message to a user. 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.

So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation. Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices.

  • How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom.
  • ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more.
  • Consider the tools and platforms you currently use in your business and ensure that the chosen tool integrates seamlessly with them.
  • The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.
  • Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs.

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. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.

In today’s digital world, providing exceptional customer support is crucial for businesses to stand out from their competitors. One way to achieve this is through the use of customer support tools like Intercom and Zendesk. Both platforms offer robust features and functionalities, but which one should you choose? In this article, we will compare the two tools based on different criteria and help you make an informed decision. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics.

As time passes by, the line between Intercom and Zendesk becomes more blurred as they try to keep up with one another and implement new features, services, and pricing policies. At the end of the day, there is not a universally better option, just one that suits your needs and preferences the most. In addition, some of the services Zendesk offers have a free plan (find them below in the tables). Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind.