Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. 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. You get call recording, muting and holding, conference calling, and call blocking. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools.

The interface of Intercom’s native apps for iOS and Android is equally impressive. Agents can use the app to support customers who need help, even while they are away from their desk or working remotely. Moreover, internal collaboration feels a bit more engaging and effortless with notes and mentions. ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly.

Intercom

As your support needs become more complex, Help Scout grows with you, offering all the tools for great support in one place. Help Scout helps you provide world-class support to your customers, and that’s our priority above all else. Online chatting allows you to anticipate your customer’s next move, directs them to take the desired action and helps in organizing teamwork. A real killer feature would be the ability to modify the chat with your own buttons, forms with various questions and types of responses.

• They have similar features, but Intercom has lots of features and tools that better integrate each other.
• Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.
• But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly.
• HelpCrunch provides a rule-based chatbot that works on any customer scenario you create it for by automating repetitive questions, leading potential qualifications, and promoting self-service.
• Zendesk, on the other hand, only has online support and a knowledge base.
• Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.

ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful. No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels. Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs.

Intercom vs Zendesk: intro

Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them. In 2013, Intercom was featured on Product Hunt, where it collected a number of reviews from appreciative partners and garnered the reputation of the most efficient tool of its kind. They support email, they support, just jump here into the messages product.

• 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.
• The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.
• Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads.
• The critical user review displayed is selected from the most helpful 1,2 or 3 star review.
• You have to integrate either with the direct API or find something, maybe within Zapier or something else, that can help you do that.

Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale. 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.

Reactive ticketing

One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition. Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation. So for the docs itself, we’ll tend to look at of the libraries that are available.

However, the add-on Customer Lists available for Professional and Enterprise subscriptions does have mass email options. Intercom has Articles as a knowledge base solution for self-support, as well as internal support. This feature is available on all the channels your customers use to get in touch with your brand. For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way. In contrast, Zendesk primarily relies on a knowledge base, housing articles, FAQs, and self-help resources.

Is Zendesk cheaper than Intercom?

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. Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction.

The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. The dashboard’s left-hand column organizes and sorts all tickets by urgency. When an agent clicks on a conversation, the full conversation history populates the middle screen.

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 and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers.

Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination.

Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business. The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure. Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water.

It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows.

One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. Zendesk offers robust, pre-built reports for sales and support teams.

Each message will have identifiers so that they will be easy to recognize at a glance. As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction. As well as Intercom, it allows sharing of private notes with other support agents. It’s an invaluable tool for businesses aiming to enhance customer satisfaction, increase conversions, and build lasting relationships. On the other hand, Intercom brings a dynamic approach to customer support.

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. The cheapest (aka Essential) ‘All of Intercom’ package will cost you $136 per month, but if you only need their essential chat tools only, you can get them for $49 per month. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Inside a ticket, the workspace center console displays the ticket’s conversation.

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