Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?

You should be prepared for this process to take an extended period of time. We recommend running a small batch of records (say 5%), and using that to project time to completion. We have provided you with a list of Intercom’s features and trust-worthy counterparts like DevRev, Olark, Hubspot, and others that serve businesses of all sizes and requirements to choose from. Consider integrating this tool with other customer data analytics tools for increased productivity and returns.

That’s why it would be better to review where both the options would be ideal to use. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. One more thing to add, there are ways to integrate Intercom to Zendesk. 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.

What’s the difference between 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. Ahead, I will list out the features, pricing, and integrations to expand the potential of the platforms. “Favorable” and “Critical” user reviews are selected using the review helpfulness score. The helpfulness score predicts the relative value a user receives from a given review based on a number of factors.

When evaluating the cost of any software tool, you have to look beyond the price tag. 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. Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest. Since Zendesk’s inception, its ticketing system has remained the best in the business.

Tools & Services

As noticed, Zendesk has pretty much-earned everything in terms of viral posts. The most popular post has, for sure, a hard to beat engagement score. After seeing some top examples of how Intercom, Drift, and Zendesk differentiate their websites, let’s focus on their Social Media channels and have a look at their content. Intercom is huge, Drift is revolutionary, and Zendesk is powerful.

Its tight focus on customer support keeps things simple, especially when people are learning the software. For an area of focus as critical as customer support, it can mean the difference between a satisfied customer and a lost account. 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.

Recommendation – Intercom vs Zendesk Chat

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. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger.

Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. The Intercom inbox is AI-enhanced and designed for speed and efficiency. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster.

On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. Most help desk systems offer complementary features such as chat, and knowledge base. For Intercom, it’s the opposite as ticket management appears to be a complementary feature. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume. Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment.

Pick out the must-have features for your organization and filter out of the software that provides you with those services within your budget. The end-to-end digital marketing campaigns and ability to grow SMBs in challenging markets make it an all-in-one suite of tools for startups and large enterprises. At $29/agent/month, you get premium chat features, unlimited chat buttons, and social networks.

Pricing Comparison: Zendesk vs. Intercom

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. They’ve been marketing themselves as a messaging platform right from the beginning. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.

Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

Eliminate guesswork & resolve customer issues at ⚡️ speed

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. Choose the plan that suits your support requirements and budget, whether you’re a small team or a growing enterprise. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time.

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