Zendesk vs Intercom: Which is better?

kh.nour 0 Comments November 24, 2023

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zendesk and intercom

Let’s explore these unique offerings and see how they can benefit your business. As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations.

  • At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.
  • It not only shows you all of the apps you can use, but it also divides these into topics and categories.
  • When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans.
  • As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information.

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 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.

Zendesk vs Intercom: Which One Is Right for You?

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 Chat PG its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market.

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. 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. 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. Both https://chat.openai.com/ have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers.

Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. Zendesk provides comprehensive security and compliance features, ensuring customer data privacy. This includes secure login options like SAML or JWT SSO (single sign-on) and native content redaction for sensitive information. We also adhere to numerous industry standards and regulations, such as HIPAA, SOC2, ISO 27001, HDS, FedRAMP LI-SaaS, ISO 27018, and ISO 27701.

G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success. Whether you’re starting fresh with Intercom or migrating from Zendesk, set up is quick and easy. 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.

  • While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software.
  • They both offer some state-of-the-art core functionality and numerous unusual features.
  • Which means it’s rather a customer relationship management platform than anything else.
  • 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.

Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. Messagely’s live chat platform is smooth, effective, and easy to set up. With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site. 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.

Zendesk vs Intercom

Fin is priced at $0.99 per resolution, so companies handling large volumes of queries might find it costly. In comparison, Zendesk customers pay a fixed price of $50 per agent—and only Zendesk AI is modeled on the world’s largest CX-specific dataset. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business. Why don’t you try something equally powerful yet more affordable, like HelpCrunch?

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.

With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. 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. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities. If you seek a comprehensive customer support solution with a strong emphasis on traditional ticketing, Zendesk is a solid choice, particularly for smaller to mid-sized businesses. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools.

zendesk and intercom

All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. Easily reply to customer conversations and manage workload in a smart & automated way. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal.

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. In comparison, Intercom’s confusing pricing structure that features multiple add-ons may be unsuitable for small businesses. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.

Zendesk vs. Intercom: A comparison for 2024

Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. 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. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects. As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart.

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Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. 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.

Zendesk customers are switching to Intercom every single day

Having easy-to-use software is far more controllable and saves time whether you’re a tiny and growing business or a massive multinational. It’s clear that both of these tools are designed for different use cases. Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities.

zendesk and intercom

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. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. You get a dashboard that makes creating, tracking, and organizing tickets easy. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”.

In a nutshell, none of the customer support software companies provide decent assistance for users. 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. 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.

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. 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. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company.

These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation.

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Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Learn how top CX leaders are scaling personalized customer service at their companies. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support. Zendesk lets you chat with customers through email, chat, social media, or phone.

zendesk and intercom

If you’re already using Intercom and want to continue using it as the front-end CRM experience, integrating with Zendesk can improve it. Yes, Zendesk has an Intercom integration that you can find in the Zendesk Marketplace—it’s free to install. So, you can get the best of both worlds without choosing between Intercom or Zendesk. Check out our chart that compares the capabilities of Zendesk vs. Intercom.

And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations.

There’s even on-the-spot translation built right in, which is extremely helpful. 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.

But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience.

In terms of pricing, Intercom is considered one of the most expensive tools on the market. 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. 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.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. 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.

Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan. Unlike Zendesk, the prices for Intercom are based on the number of seats zendesk and intercom and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features.

Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic. You can foun additiona information about ai customer service and artificial intelligence and NLP. You can then add automations and triggers, such as automatically closing a ticket or sending a message to a user. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs.

zendesk and intercom

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. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. 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. 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.

When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?

Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page.