Zendesk vs Intercom: In-Depth Features & Price Comparison

Intercom vs Zendesk Why HubSpot is the Best Alternative

Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison.

Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services.

Intercom vs Zendesk: Pricing and Plans

With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Even after just two years in the market, the company has become one of the fastest-growing SaaS companies of all time.

For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Set triggers to target particular audiences at the right time, utilize carousels as part of a communication campaign, and compare carousels with A/B testing. With so many solutions to choose from, finding the right option for your business can feel like an uphill battle.

App Ecosystem

There are even instances where customers don’t receive the first response in more than seven days. 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. Picking customer service software to run your business is not a decision you make lightly. Zendesk is primarily a ticketing system, and its ticketing capability is overwhelming in the best conceivable manner.

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. Intercom focuses on real-time customer messaging, while Zendesk provides a comprehensive suite for ticketing, knowledge base, and self-service support. Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements.

Customer service has evolved.Zendesk hasn’t.

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. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s intercom and zendesk why it would be better to review where both the options would be ideal to use. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself.

• The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly.
• It can be classified as a chatbox for average users, just like the ones found on a variety of websites.
• Its straightforward pricing structure ensures businesses get access to the required features without complex tiers or hidden costs, making it an attractive option for cost-conscious organizations.
• After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk.

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. NovoChat, on the other hand, is great for businesses that primarily engage with their clients through messaging apps. The program is simple to use and includes all of the necessary capabilities for providing good customer service.

Intercom or Zendesk: Integrations and add-ons

There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone. 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.

However, you can connect Intercom with over 20 compatible phone and video integrations. Their intuitive text editor makes it easy to create new articles, organize them into categories, and customize your knowledge base to match your brand. They accomplished this by adding different tools to their software bundle, now known as the Zendesk Support Suite.

Zendesk has more all-in-one potential with additional CRM, but Intercom comes closer to being a standalone CRM out of the box

Generative AI is transforming customer service faster than any other field, and we’re only just beginning to grapple with the implications for customer service. However, compared to HubSpot, Zendesk Marketplace offers fewer integrations. 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. You can see their attention to detail in everything — from their tools to their website. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials.

These analytics provide recent and relevant data to make better decisions for both your agents and your customers. Zendesk offers its own call center software called Zendesk Talk, which is a virtual call center solution embedded into its ticketing system. It allows agents to provide personalized support using voice over internet (VoIP) technology.

What is the difference between Intercom and Zendesk?

This means the company is still working out some kinks and operating with limited capabilities. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. If you’re curious about how our team at Ada has helped other enterprises automate 80% of their customer success volume, feel free to get in touch. The Zendesk Suite plans are divided into four options – Team, Growth, Professional, and Enterprise. They also offer slightly discounted rates if you choose to be billed annually. With over 21 million Ada-powered ecommerce interactions between October and December 2021, we’ve identified some key patterns that will help brands understand what customers need most.

With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships.

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. 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. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.

Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. 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.

However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit.