Zendesk vs Intercom: In-Depth Features & Price Comparison

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. There are many powerful integrations included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier. Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes.

• Zendesk was released in 2007, starting off as a support ticket tool for customer service teams.
• Zendesk is one of the biggest players in the realm of customer support platforms.
• With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site.
• But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

The overall sentiment from users indicates a satisfactory level of support, although opinions vary. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies.

Feature Comparison

With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs.

However, we saw complaints about how limited customization with HubSpot. Also, many users find combining its products and hubs complex and expensive. It may not always be enough to just compare Zendesk Chat and Intercom with one another. Basically, provides you with a knowledge base to create, organize, and store the articles that answer your customers’ questions. Has a bot that suggests relevant articles to customers who have questions.

Zendesk vs. Intercom pricing

But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Christiana Jolaoso-Oloyede creates compelling content for B2B tech companies.

The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged.

Advanced workflows and automation

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. 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. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked.

• When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources.
• Also, its scalability is a big plus, allowing you to use essential features or scale it to handle complex processes.
• A few of HelpShift’s known clients are Square, Supercell, Tencent, Brex, Niantic, TBS/TNT, and other platforms in the mobile gaming industry.
• When it comes to software integrations, Zendesk has Intercom beat by a significant margin.
• This website is using a security service to protect itself from online attacks.

Zendesk has been around much longer and has a larger customer base, offering compatibility with over 1,000 apps in 15 categories. While Intercom offers fewer integrations than Zendesk, it is still compatible with many popular apps like Slack, Stripe, Salesforce, and HubSpot. While Zendesk’s chat widget is rich with features such as shortcuts, automated triggers, and live chat analytics, the default design looks outdated compared to Intercom’s.

Make every CX decision a data-driven one.

Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. 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. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution.

Depending on the plan, it can even be free for a lifetime for any number of agents. Zendesk offers more features than Intercom, but their chat function is not as modern or intuitive as Intercom’s messaging solution. 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. Zendesk and HubSpot use artificial intelligence (AI)-powered automation and unified dashboards to improve customer relationships and team productivity, regardless of your business size.

The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers. There are even instances where customers don’t receive the first response in more than seven days.

From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. Did you know that integrations between zendesk chat vs intercom Zendesk and Intercom are possible? With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service.

Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Zendesk and Intercom offer help desk management solutions to their users. Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform’s modules include chat support, call center solutions, help desk applications, and knowledge base, so you’ll cover all the bases of efficient customer services.