Zendesk vs Intercom: In-Depth Features & Price Comparison

Zendesk vs Intercom: In-Depth Features & Price Comparison

intercom vs. zendesk

Its service also offers automated ticket distribution, workflow automation, automatic notifications, and more to create a seamless support process for your team. In addition, you get access to reporting that lets you know how helpful your knowledge base actually is and how often customers are reaching out to support. Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations. They have similar features, but Intercom has lots of features and tools that better integrate each other.

intercom vs. zendesk

Intercom integrates with far more applications than Zendesk Chat. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business. For freelancers and enterprises, Zendesk is likely to be a better fit.

Zendesk vs. Intercom at a glance

Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability. 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. Integrate your apps, data, and channels into the same tool you use to message your customers. Zendesk offers a basic plan that is affordable and will suit my needs. However, I do recommend Intercom for eCommerce stores that may need to integrate the features with their store.

What is better than Intercom?

Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.

Delivery windows, interesting feature, you wanna send the messages only between 8 a.m. So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution. That’s their main support, so let’s look a little bit beyond email. Alright, so we have email, we have webhooks, you know webhooks is for integrating just like we said before.

Zendesk vs Intercom: Help Desk Software Comparison

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. The customer messaging platform places focus on enabling companies to build genuine relationships with clients through each stage of the sales funnel. Zoho Desk has a wide array of other integrations designed to connect with the rest of your tech stack. The tool is great for both small and large teams because it is customizable to fit the needs of most businesses.

  • Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls.
  • You can even moderate user content to leverage your customer community.
  • But Zendesk UI is pretty straightforward, so if you need an uncomplicated system to help customers, collaborate and manage projects; choose Zendesk.
  • 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.
  • LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost.
  • With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.

Therefore, it becomes all the more important to review your options carefully. ProProfs offers incredible live chat features that help you offer 24×7 assistance and close more sales. You can leverage chatbots to handle basic customer queries and reduce the burden on your support team.


If your team is looking for a robust live chat option to engage website visitors, Olark is the perfect Intercom alternative for you. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team.

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If you’re looking to customize the interface to match your brand, go with Zendesk. Get to a resolution faster by switching to voice calls and share your screen – without switching to another platform. If you can afford it, Intercom is the first thing you should try out. It’s very unlikely that this sophisticated tool will disappoint you. Our team of CX consultants would be happy to show you a demo or answer questions.

Zendesk –

Zendesk also offers tons of APIs to customize the software to the users’ needs. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Drift’s live chat tool allows businesses to set appointments, answer questions, share help center articles and videos, send pricing information, and more.

  • Let’s look at ratings of Zendesk vs. Freshdesk on popular review sites and see some positive and negative opinions.
  • Our team of CX consultants would be happy to show you a demo or answer questions.
  • It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle.
  • It also offers advanced analytics so that you can measure the effectiveness of your customer service strategy and identify areas of improvement.
  • You can share automated surveys to allow them to rate their support experience instantly.
  • If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it.

Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. 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. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation.

Reviews – Intercom vs Zendesk

Freshdesk is a product of Freshworks, which focuses on aiding customer support teams solely. But, if things don’t go as expected… you’ll be here looking for a new customer support platform that will aid you throughout the customer service operations instead of Zendesk. Whether you’re a small business or a large enterprise, Jitbit is a great alternative to Zendesk. With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions. Groove carries all the major features a B2C or D2C brand would need to serve its customers and they are very good at it. However, if you are looking for a proper B2B platform with features like SLAs, priority levels, auto-assignment, approval workflows, etc then Groove might not be the best choice.

intercom vs. zendesk

Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll.

Successfully Migrating from Zendesk to Intercom: A Guide from VPS

Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.


And that’s really it, that’s how we tend to build comparison charts internally. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things. Zendesk would be a great recommendation if you’re already in the Zendesk world, that is, if you have Zendesk for ticket support, maybe have a few other things.

Intercom vs Zendesk Pricing in a Table

Jitbit integrates with popular third-party applications like Slack and Salesforce so you can easily sync information between the two platforms. And their customer support is top-notch—you can always rely on their team of knowledgeable professionals to answer any questions or concerns. Happyfox does have features in their ticketing system well-built with things such as SLAs being considered unlike other alternatives to Zendesk we’ve seen so far. However, if you wish to get all professional B2B essentials then it will wound up costing around $64/agent/mo which is quite a sum.

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Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work.

intercom vs. zendesk

Intercom’s starter plan is quite similar to Zendesk for small Businesses. There’s integration for everything, live chat, ticket systems, self-service, etc. It has a wide range of integrations that help your business run smoothly. For instance, you can integrate Asana metadialog.com for project management, and integrate with Certainly for automated response and customer self-service. This plan is designed specifically for small and medium-sized businesses that want a collaboration, help desk service, and project management tool all in one.

  • Looking for alternatives to Zendesk is important if addon costs are piling up for you in Zendesk.
  • Also, a customer experience form can be found at the end of each article.
  • There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials.
  • Plus, LiveChat’s support tool is slightly more robust, coming with reporting, ticketing solutions, routing rules, and more.
  • If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.
  • Easily buy a new number, manage your call center team, and access features that can help your team support its customers.

Is Intercom a bot?

Our chatbots are completely reshaping the sales process for both customers and sales teams. Experts discuss how automation is transforming the way we do business. At Intercom, we use chatbots to drive 24/7 efficiencies for our marketing, sales and support workflows.

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