Freshservice vs Intercom vs. Zendesk: ITSM Comparison 2024: Features Pricing Pros & Cons

Zendesk vs Intercom: Which is better?

zendesk vs. intercom

Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category. If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on. We give the edge to Zendesk here, as it’s typically aimed for more complex environments.

Let’s compare Intercom and Zendesk using the help desk features they have. In this case, we’ll see what their similarities and differences are. What can be really inconvenient about Zendesk, though is how their tools integrate with each other when you need to use them simultaneously. On practice, I can’t promise you anything when it comes to Intercom. 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).

Learn how top CX leaders are scaling personalized customer service at their companies. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.

Zendesk Agent Dashboard

ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools.

Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support 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. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Again, Zendesk has surpassed the number of reviewers when compared to Intercom. Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible. 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.

It’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication.

Popular Zendesk Integrations

If you prioritize real-time messaging and customer engagement, Intercom may be the better option for you. On the other hand, if you require robust ticketing and support management features, Zendesk might be the more suitable choice. Consider your budget, team size, and integration requirements before making a decision. 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.

Zendesk Suite 2024 Pricing, Features, Reviews & Alternatives – GetApp

Zendesk Suite 2024 Pricing, Features, Reviews & Alternatives.

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Intercom offers a unique pricing model based on the number of people you engage with, which includes both customers and team members. On the other hand, Zendesk offers plans based on the number of support agents, making it more suitable for businesses that have a dedicated support team. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind. It’s beautifully crafted and thought through, and their custom-made illustrations are just next level stuff.

And we all know that receiving such continuous positive Customer feedback isn’t easy at all. If not, then you should because it will ease much of your workload as you would not have to waste your precious time in finding the helpdesk operator, plus zero management issues. Their most popular tier (Suite Professional) is $115/month and includes a feature set that is very hard to beat at that price. Intercom is also easy to learn and its guided onboarding and training resources are especially helpful to new users.

One place Intercom really shines as a standalone CRM is its data utility. 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.

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.

Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date.

While Zendesk is a widely used and versatile customer support and engagement platform, it’s important to consider whether there might be a better software solution tailored to your specific needs. However, it’s important to note that Intercom’s pricing can vary depending on factors such as the number of users, conversations, and additional features you require. In some cases, Zendesk may be considered a more cost-effective option compared to Intercom, particularly for businesses with smaller budgets or those looking for more predictable pricing. With the base plan, you get some sweet facilities like a ticketing system, data analytics, customer chat history, and more.

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

You can foun additiona information about ai customer service and artificial intelligence and NLP. With Intercom, businesses can engage in real-time chats, schedule meetings, and strategically deploy chat boxes to specific customer segments. What truly sets Intercom apart is its data-driven approach to customer engagement. It actively collects and utilizes customer data to facilitate highly personalized conversations. For instance, it can use past interactions and behaviors to tailor recommendations or responses. Zendesk and Intercom offer help desk management solutions to their users.

Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication zendesk vs. intercom channels. 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. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems.

Also, its chatbots give live status updates to your customers, like order status, payment status, etc. Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time. How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category.

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. 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.

Zendesk vs. Intercom features

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. Help desk software creates a sort of “virtual front desk” for your business. 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. Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late.

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. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently.

zendesk vs. intercom

Intercom provides real-time visitor tracking, allowing businesses to see who is currently browsing their website or using their app. This feature enables support agents to proactively engage with customers and provide assistance. Zendesk may not offer the same level of real-time tracking capabilities. Intercom offers a comprehensive customer database with detailed profiles, enabling businesses to gather and analyze customer data easily.

It empowers businesses with a robust suite of automation tools, enabling them to streamline their support processes seamlessly. Zendesk allows for the creation of predefined rules and workflows that efficiently route tickets to the appropriate agents, ensuring swift and precise issue resolution. Moreover, Zendesk excels in sending automated responses and escalating critical issues with precision. While Zendesk incorporates live chat and messaging functionalities to facilitate proactive customer engagement, it falls short of matching Intercom’s level of personalization. Luckily, a range of customer service solutions is available that enables you to communicate directly with your customers in real-time.

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.

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. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports.

So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. In this article, we will explore the key differences between Intercom and Zendesk, two popular customer support platforms. Both Intercom and Zendesk offer a range of features to help businesses manage customer interactions, but there are some distinct differences between the two. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking.

zendesk vs. intercom

Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. If you go through Zendesk’s reviews and ratings section, you will get to see a long list of positive appraisals.

There is automatic email archiving and incoming email authentication. Help desk SaaS is how you manage general customer communication and for handling customer questions. 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.

zendesk vs. intercom

This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. 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. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands.

Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement. 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. 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. Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests.

zendesk vs. intercom

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. 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 offers a wide range of integrations with other popular tools and platforms, allowing businesses to connect their customer support with other systems.

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. If your organization aims to enhance customer engagement through live chat, in-app messaging, and proactive outreach, Intercom might serve as a viable alternative to Zendesk. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets.

  • Their customer service management tools have a shared inbox for support teams.
  • Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.
  • While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.
  • If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats.

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. In the realm of automation and workflow management, Zendesk truly shines as a frontrunner.

Connect with customers wherever they are for timely assistance and personalized experiences. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium.

In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations.

Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing. However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand.

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