Intercom Vs Zendesk: Pricing, Features, Integrations in 2023

Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. 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. 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.

Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. Manual tags are invariably wrong, or not applied at all, and the reports are wrong. For instance, a customer inquiry about product availability can trigger an automated response providing real-time stock information within Zendesk.

Zendesk vs Intercom: 2023 Explicit Comparison

As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. As a leading cloud-based help desk software, Zendesk is home to many popular businesses such as Siemens, Mailchimp, Tesco, GrubHub, and more. The tool is extremely scalable and can be used to match your growing business needs. Choosing the ideal customer service tool is definitely not the easiest of decisions your business will ever make. If chat bots are a key part of your strategy, then you may want to consider Intercom. Chat bots aren’t a part of the Help Scout product and we don’t have plans to include them moving forward.

Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell, available for an additional cost, starting at $19/agent/month. It includes tools for lead management, sales forecasting, and workflow management and automation. Its customer data platform lets you manage customer data, segmentation, and automated reminders. However, this may be sufficient for smaller businesses or those using an existing CRM that integrates with Intercom.

Zendesk VS. Intercom for Customer Support: Pricing

In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people.

All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows.

They support email, they support push notifications, and of course, they have the in-app portion with the widget. So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them. That will take some implementation work, but if you really want SMS, that’ll be the way to do it. ProProfs takes knowledge management to a whole different level by allowing you to create an online knowledge base, user manuals, documentation, and more. This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary.

• However, you can connect Intercom with over 40 compatible phone and video integrations.
• In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms.
• Right from managing your support tickets to training your employees, you can take your support operations to the next level.
• They both offer some state-of-the-art core functionality and numerous unusual features.
• Let’s evaluate the user experience and interface of both Zendesk and Intercom, considering factors such as ease of navigation, customization options, and overall intuitiveness.

It’s relaxed messaging model
makes a lot of sense when the customer is logging into your product often. Some companies find Intercom’s model of not-really-live-chat widget confuses their customers. This is especially the case for
ecommerce businesses or others where the customer is not on their website every day. While Intercom can faciliate a live chat, it’s really designed around a more relaxed form of messaging through the platform. Enchant has one plan ($15 / user / month) with everything included. Intercom has a number of plans based on the feature
set you require.

Using Google AutoML to categorise Zendesk, Freshdesk, Intercom and Zopim customer interactions

That’s something that Zendesk has a little bit, CustomerIO has a little bit, but Intercom really has the most integrations. So if you want to do a quick integration with something like Slack, you’ll say to send messages into a Slack channel, that’ll be quite easy to do. We’ll have email as the foundational one, then the website portion through the Zendesk web, which is very similar to what Intercom has.

The odes to the “clean and modern user interface” are omitted. Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing. One of Zendesk’s most notable aspects is its robust ticketing system. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions.

Insightful TED Talks on Great Customer Service to Learn From

Our team can not only help you choose and set up your live chat software, but our agents can monitor all your channels for you, lessening the load on your team. To learn more about how LTVplus can help you drive engagement and increase conversions through live chat schedule a free consultation with us. Intercom, on the other hand, goes beyond just offering channels. It introduces shared inboxes tailored for different teams, such as sales, marketing, and customer success. These shared inboxes facilitate seamless customer interactions across multiple channels, ensuring that teams can collaborate efficiently and maintain consistent, top-notch support. Zendesk and Intercom are prominent players in the field of customer support and engagement platforms, each offering unique capabilities and advantages to address varying user requirements.

ProProfs Help Desk is known in the market for its honest, and simple pricing. Just a quick glance at the pricing plans and you can easily calculate how much your team will spend upfront as there are no hidden costs. Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy. With the Intercom Messenger widget on every article, your customers can instantly connect with an agent if they need further help.

For real zen, switch to Intercom

Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. 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. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity.

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• Not only does Zendesk offer a free trial, it’s actually sort of a freemium tool, which means you can choose one their tools (live chat, knowledge base, call center software) and use it for free forever.
• You can try any plan free for 15 days and get the look and feel of the tool before making any commitments.
• The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect.
• This means that you can edit, cancel, return any order without having to leave the Gorgias dashboard.