Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

Zendesk vs Intercom Comparison 2024: Which One Is Better?

intercom or zendesk

Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions.

To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. 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. They’ve been marketing themselves as a messaging platform right from the beginning. 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. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.

However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. 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. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers.

Reporting and Analytics

Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing.

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. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them.

If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences. So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation.

For real zen, switch to Intercom

Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. But, you would not be able to experience such a good in-app messaging service on Zendesk. Automating onboarding messages, product guides, newsletters, and the list goes on. Intercom understands very well that email marketing is no more than a magic wand for building strong customer relations.

Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users. Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly. Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. As expected, the right choice between Zendesk and Intercom will depend on your budget, your company, and your needs.

  • At the same time, they both provide great and easy user onboarding.
  • With Zendesk, you get next-level AI-powered support software that’s intuitively designed, scalable, and cost-effective.
  • 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.
  • 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.
  • It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets.

This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. Zendesk, on the other hand, has revamped its security since its security breach in 2016. It is now trusted by multiple Fortune 100 and Fortune 500 companies. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. With all accounted for, it seems that Zendesk still has a number of user interface issues.

Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. One place Intercom really shines as a standalone CRM is its data utility. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support.

Pricing: Zendesk Vs. Intercom

It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications. It is favored by customer support, helpdesk, IT service management, and contact center teams. Zendesk boasts robust reporting and analytics tools, plus a dedicated workforce management system.

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. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing. Intercom also does mobile carousels to help please the eye with fresh designs. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things.

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Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. 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. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. 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.

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. As a result, customers can implement the help desk software quickly—without the need for developers—and see a faster return on investment. Plus, our transparent pricing doesn’t have hidden fees or endless add-ons, so customers know exactly what they’re paying for and can calculate the total cost of ownership ahead of time.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. Learn how top CX leaders are scaling personalized customer service at their companies. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support. And you would be surprised to know that the Intercom does not have a VOIP call service. So, if you have customers who prefer to call service with an Intercom, it wouldn’t be possible.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. 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. 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.

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. Finally, you can pay $199 per month per user for unlimited sales pipelines and advanced reporting along with other features. 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. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear).

Top 10 Intercom Alternatives for Amazing Customer Support

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. It also offers a confusing pricing structure and fewer integrations, making it less scalable and cost-effective. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.

The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. 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. Intercom has a very robust advanced chatbot set of tools for your business needs. There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others.

While Zendesk features are plenty, someone using it for the first time can find it overwhelming. Intercom has a community forum where users can engage with each other and gain insights from their experiences. In terms of pricing, Intercom is considered one of the most expensive tools on the market. https://chat.openai.com/ And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

intercom or zendesk

This site does not include all software companies or all available software companies offers. 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. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service.

It also offers integrations with various CRM and marketing automation platforms. 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. Intercom is a customer messaging platform that enables businesses to engage with customers through personalized and real-time communication.

Zendesk is yet another powerful way to help businesses interact with their customers. 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 set up your first chatbot in under five minutes. You can also follow up with customers after they have left the chat and qualify them based on your answers. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours.

While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries.

I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs.

For leading a successful business, communication is one of the keys. Customers will stay with you long if they are not getting any support from your company, especially when you are new to them. Some issues are so crucial that they need to be solved on the spot.

And we all know that receiving such continuous positive Customer feedback isn’t easy at all. Essentially, Desku is not an option but a reliable replacement for Zendesk and Intercom that companies can rely on at lower costs and improved performance. 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.

Gmail-Based Interface

Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. 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.

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. 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.

intercom or zendesk

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. You can foun additiona information about ai customer service and artificial intelligence and NLP. Both Intercom and Zendesk offer seamless integrations with other tools and platforms.

Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. 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. Zendesk Sunshine is a separate feature set that focuses on unified customer views.

Zendesk, on the other hand, offers tiered pricing plans based on the number of agents, making it a better choice for larger enterprises. It’s important to consider your budget and the specific needs of your business when evaluating the pricing options. They have a dedicated help section that provides instructions on how intercom or zendesk to set up and effectively use Intercom. 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. Intercom also uses AI and features a chatbot called Fin, but negative reviews note basic reporting and a lack of customization.

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. Intercom offers reporting and analytics tools with limited capabilities for custom reporting, user behavior metrics, and advanced visualization. It also lacks advanced features like collaboration reporting, custom metrics, metric correlation, and drill-in attribution.

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. It can team up with tools like Salesforce and Slack, so everything runs smoothly. If you go through Zendesk’s reviews and ratings section, you will get to see a long list of positive appraisals.

Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity Chat PG apps, Zendesk makes it possible. 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.

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 isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. 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. 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 offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.

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. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.

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. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability.

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. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features.

But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.

Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. 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.

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When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities.

Zendesk is built to grow alongside your business, resulting in less downtime, better cost savings, and the stability needed to provide exceptional customer support. Many customers start using Zendesk as small or mid-sized businesses (SMBs) and continue to use our software as they scale their operations, hire more staff, and serve more customers. Our robust, no-code integrations enable you to adapt our software to new and growing use cases. Compared to Zendesk, Intercom offers few integrations, which may hinder its scalability. Both Zendesk and Intercom offer customer service software with AI capabilities—however, they are not created equal. With Zendesk, you get next-level AI-powered support software that’s intuitively designed, scalable, and cost-effective.

The setup is designed to seamlessly connect your customer support team with customers across all platforms. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies.

This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication. 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. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices.

You would rather have to integrate it with third-party apps like Appy Pie Connect. Amid tight budgeting times, Desku proves to be the buddy for excellent worth and without any costly expenditure. However, the approach is far much wider than merely focusing on what would be more cost-effective but instead exploring ways through which a solution that would suit you best could be realized. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. 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.

When it comes to real-time analytics, Zendesk is winning our hearts. With its live analytics feature on the dashboard, it makes it easy for you to make instant decisions in no time. Such live insights are very useful in evaluating your customer support process. But, you would not be able to enjoy such a live tracking experience on Intercom. When it comes to user interface, both Intercom and Zendesk offer intuitive and user-friendly interfaces.

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. For Intercom’s pricing plan, on the other hand, there is much less information on their website. There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. 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.

intercom or zendesk

Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Zendesk also 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. Streamline support processes with Intercom’s ticketing system and knowledge base.

You don’t have to pay per contact on your database, and you there are many free features you can use. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories.

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