Zendesk vs Intercom: Choosing the best tool for your business

Zendesk and Intercom are prominent players in the field of customer support and engagement platforms, each offering unique capabilities and advantages to address varying user requirements. Zendesk on the other hand offers tools that support a wide variety of customer service functions including robust ticket management capabilities. 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.

That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary. While Intercom is great for tracking user-centric metrics, Zendesk can provide a more comprehensive look at overall customer support performance. Winner — Intercom edges out Zendesk here due mainly to its customizable workflow capabilities. Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. 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.

While both platforms have a significant presence in the industry, they cater to varying business requirements. Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution. If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk. They offer straightforward pricing plans designed to meet the diverse needs of businesses, with only 2 options to choose from; it makes it easier for business owners to make a decision regarding pricing.

At-a-glance comparison: Zendesk vs. Intercom

You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. 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.

ROI comes down to getting the most out of the features available, so payment structures that are scaleable and flexible are a must. This approach aligns well with Intercom’s emphasis on direct customer communication. Zendesk’s tried and true approach to ticketing is both familiar and effective. Its tight focus on customer support keeps things simple, especially when people are learning the software. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

The integration of apps plays a significant role in creating a seamless experience or a 360-degree view of customers across the company. Zendesk allows the integration of 1300 apps ranging from billing apps, marketing tools, and other software, adding overall to the value of the business. It also excels in the silo approach in a company and allows easy access to information to anyone in the company through this integration.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. 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. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

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. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations.

App Ecosystem

We give the edge to Zendesk here, as it’s typically aimed for more complex environments. It’s also more exclusively focused on providing help support, whereas Intercom sometimes moonlights as being part-time sales. The result is that Zendesk generally wins on ratings when it comes to support capacity. And if you want to invest in making more sales and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help. It doesn’t require a team of administrators to manage and its toolset is robust without being complex. Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources.

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 can foun additiona information about ai customer service and artificial intelligence and NLP. Zendesk also intercom vs. zendesk packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

• On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses.
• Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out.
• 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.
• Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations.

Use ticketing systems to manage the influx and provide your customers with timely responses. The Zendesk Marketplace offers over 1,500 no-code apps and integrations. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. The pricing structure of Intercom is complex, making it difficult for Intercom users to understand their final costs. Intercom charges the price based on representative seats and people reached, with additional expenses for add-ons.

As two of the most popular and effective customer support solutions on the market, Intercom and Zendesk often compete head-to-head to win the business of companies like yours. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not. 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.

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. 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. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features. Zendesk’s per-agent pricing structure makes it a budget-friendly option for smaller teams, allowing costs to scale with team growth. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience.

Although the interface may require a learning curve, users find the platform effective and functional. However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations. 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.

Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency. 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. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now.

Business Models Fitting Zendesk

Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized for its ability to resolve a significant portion of common questions automatically, ensuring faster response times.

What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Zendesk also has an Answer Bot, which instantly takes https://chat.openai.com/ 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 price levels can even be much higher if we’re talking of a larger company. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. With over 160,000 customers across all industries and regions, Zendesk has the CX expertise to provide you with best practices and thought leadership to increase your overall value.

In the domain of customer onboarding, Intercom takes a definitive lead with its distinctive feature – the ability to create interactive product tours. These tours serve as virtual guides, leading customers through a website and product offerings in an engaging and personalized manner. This approach not only enhances user understanding but also significantly boosts user engagement. It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either.

Is Intercom cheaper than Zendesk?

Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom. Let’s examine and compare how each platform addresses these crucial areas to ensure effective support operations and data protection. Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies.

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. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates.

Zendesk is ideal for businesses seeking to enhance their customer service processes and maintain a high level of customer satisfaction across all communication channels. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets. Another critical difference between Zendesk and Intercom is their approach to CRM. 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.

Zendesk offers its users consistently high ROI due to its comprehensive product features, firm support, and advanced customer support, automation, and reporting features. It allows businesses to streamline operations and workflows, improving customer satisfaction and eventually leading to increased revenues, which justifies the continuous high ROI. When it comes to utility, Zendesk’s utility may not be as robust as a pure CRM solution. However, customers do have the option to go to Zendesk Sell for a more robust experience.

Automation Tools

HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Picking customer service software to run your business is not a decision you make lightly. When it comes to customer support software, Zendesk is #1 in popularity and brand recognition. If your company is looking for customer support Chat PG software, you have likely heard of Intercom and Zendesk. 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.

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. There are several notable alternatives to Intercom in the customer support and engagement space, including Zendesk, Freshdesk, Help Scout, HubSpot, and Zoho Desk. There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk. Help desk software creates a sort of “virtual front desk” for your business.

Some businesses may require supplemental products to meet specific needs. Intercom’s CRM utility is a solid foundation for managing customer relationships and sales in one platform. Considering all the features of Zendesk, including robust ticketing, messaging, a help center, and chatbots, we can say that Zendesk excels in being the top customer support platform. 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.

Zendesk also allows Advanced AI and Advanced data privacy and protection plans, which cost $50 per month for each Advanced add-on. Let us dive deeper into the offerings of Zendesk and Intercom to make a comparison at a glance. This comparison is going to help you understand the features of both tools. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. It’s where customers ask the questions that may result in the largest sales in your company’s history. But Intercom’s friendliness for growing companies is something you can’t afford to ignore.

However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. 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.

• Zendesk and Intercom are the leading providers of customer service software (despite there being a ton of other alternatives) and offer a range of features and capabilities that enhance user satisfaction.
• Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.
• On the other hand, Intercom may have a lower ROI when compared to Zendesk due to the limited depth of features it offers.
• Compared to Zendesk, Intercom offers few integrations, which may hinder its scalability.
• While it provides necessary reporting features that help businesses track performance and identity key metrics, this will not be a sufficient option if they want something more sophisticated and advanced.

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

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. 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.

They’ve been marketing themselves as a messaging platform right from the beginning. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. Though Zendesk now considers itself to be a “service-first CRM company,” since its founding in 2007, their bread and butter offering has leaned much more heavily toward the “service” part of that equation.