Zendesk vs Intercom: In-Depth Features & Price Comparison

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. HubSpot’s Solution Partner Program is a network of over a thousand agencies to help you resource your marketing strategy with HubSpot. Whether you need someone to help create content, set up ads, or build workflows, there’s a partner here for you. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats.

• With Zendesk, you can get messaging that is personalized and engaging right out of the box or customize it to your own liking.
• Zendesk, like Intercom, offers multilingual language functionality.
• Unlock your customer experience (CX) potential with the best customer service software.
• This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.

Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service.

Some words about Zendesk and Intercom

Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk.

This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. Zendesk, on the other hand, has revamped its security since its security breach in 2016. It is now trusted by multiple Fortune 100 and Fortune 500 companies.

Intercom Reviews

When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. Whatever you think of Intercom’s design and general user experience, you can’t deny that it outperforms all of its competitors. Everything, from the tools to the website, reflects their meticulous attention to detail. It can be classified as a chatbox for average users, just like the ones found on a variety of websites. The user experience is similar to that of a Facebook Messenger chat. Intercom offers far fewer integrations than Zendesk; however, the Intercom app store is much more intuitive and easier to navigate.

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. You can publish your knowledge base articles, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. 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. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.

Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. Zendesk is a customer service platform that allows you to communicate with customers via any channel. Although many people tout it as a big business solution, its price tag is a good entry point for any small company looking to add customer service to its front page. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service. Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations.

While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Zendesk zendesk vs. intercom for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Proactive tools help your team solve problems before customers reach out, with minimal effort. Intercom has more customization features for features like bots, themes, triggers, and funnels.

Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Zendesk wins the self-service tools category because it provides extensive help center https://www.metadialog.com/ customization options. Collaboration tools enable agents to work together in resolving customer tickets and making sales. 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. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

If you’re a really small business or a startup, you can benefit big time from such free tools. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool.

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. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. 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.

• As you can imagine, banking from anywhere requires a flexible, robust customer service experience.
• The company was founded in 2007 and today serves over 170,000 customers worldwide.
• You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot.
• Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s.

If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Administrator reports allow managers to observe real-time CSAT scores, conversation volume, first response time, and time to close. Create entry rules that trigger when the messaging campaign begins, choosing the target audiences and when follow-up messages generate.

Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times. However, it is possible Intercom’s support is superior at the premium level.

It’s highly customizable, so you can adjust it according to your website or product’s style. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories.

It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. If you’ve just started looking for a customer support tool or have been utilizing one for a while, chances are you know about both Zendesk and Intercom.

One key aspect when comparing these two services is to compare how other customers rate them. Both of the software has multiple trusted reviews so it’s easy to compare which one is better. Introduce customers to your product with guided experiences that drive adoption.

Check out our list of unified communications providers for more information. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? 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. Use ticketing systems to manage the influx and provide your customers with timely responses. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.