Zendesk vs Intercom: Customer Experience Comparison

intercom vs zendesk

Analyzing the three websites in a single place, I’ve noticed that Zendesk has an Event Agenda on its website, taking the marketing strategies offline by creating meetups and events around the world. On the other site, Drift has created a whole section of reviews called “What Customers Love About Drift,” in which they imported customers’ opinions mainly written on Twitter. Intercom is huge, Drift is revolutionary, and Zendesk is powerful. There are integrated reports and analytics to track your customers’ journey so you know where you’re getting the best conversions and how to optimize it for the best results.

Unbabel introduces new Self-Service and Quality Intelligence … – PR Newswire UK

Unbabel introduces new Self-Service and Quality Intelligence ….

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Tidio’s easy-to-use interface makes it a great tool for quick setup within your customer support and marketing teams. With its WordPress plugin or JavaScript code, Tidio boasts that teams can easily get started within five minutes. 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.

Zendesk vs. Freshdesk: Integrations

If you want to deliver better customer service, live chat is the key. However, live chat can also take up a lot of time and resources, which you may not have. Zendesk might be the more affordable option, but Intercom allows you to integrate with platforms like Shopify without having to add on an additional product. Your best bet may be to try out both products and see which one works out better for your needs. Finally, Intercom’s messenger comes with some great customization options.

  • It consists of support, chats, calls center solution, and knowledge base modules that you can upgrade separately.
  • It’s hard to give premium customer support manually, that’s what customer support software like Zendesk or Intercom does for you.
  • Check out our list of 9 Zendesk alternatives to consider for your support team.
  • It tends to perform well on the marketing and sales side of things, which is key for a growing company.
  • With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.
  • If your team has fallen behind on its customer support goals, a quickstart tool like Tidio can be a great solution.

Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs. And in this post, we will analyze two popular names in the SaaS industry – Intercom & Zendesk.

Which offers more customization, Intercom or Zendesk?

Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Intercom is the new guy on the block when it comes to help desk ticketing systems.

Is Zendesk a chatbot?

1. Zendesk. An AI chatbot's ability to understand and respond to user needs is a key factor when assessing its intelligence, and Zendesk bots deliver on all fronts. They help businesses provide better AI-powered conversational commerce and support.

Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business.

Features Zendesk

Gorgias seamlessly integrates with powerful e-commerce infrastructures such as Shopify, Bigcommerce, and Magento for easy setup. Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams. Feedback from prospects and customers is crucial for any business operating today. Integrating your existing CRM, customer data platform (CDP), and other data sources with most live chat platforms is a time-consuming and difficult process. By carefully evaluating the features, pricing, and overall fit of these alternatives, you can make an informed decision that will empower your team to deliver exceptional customer service. Ultimately, the right platform should enhance your support processes, improve customer satisfaction, and contribute to your business’s long-term success.

intercom vs zendesk

When contrasting Freshdesk and Zendesk, there is no clear favorite. It all depends on the priorities, specific requirements and preferences of the user. Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources. On the other hand, if you have the budget and need the most features for your money, metadialog.com then Zendesk is the better choice. It also contains a customer support self-service system, where users can easily find answers to their questions. In the past, people considered Zendesk to have more robust features, but Freshdesk managed to make up through the years, so the differences between the two platforms are insignificant.

Zendesk vs. Intercom: Sales Pipeline and Lead Nurturing Tools

For example, Zendesk, as seen above, has a “raw” way of delivering content using in the majority of the time unedited pictures with team members, creating some personal connection with the viewers. Being customer-focused, creating value, and educate the audience are the main characteristics when it comes to Intercom, Drift, and Zendesk content. Also, they succeed in building a familiar and personal feeling around their messages, wrapping the content simply and straightforwardly way.


Zendesk makes support, sales, and customer engagement software for everyone with a quick to implement, easy to use, platform. With features such as built-in call center management, customer support, and SLA management, it provides powerful solutions in the customer communication of businesses. In addition, the platform offers various communication channels and integrations for customer support. Crisp is the next-level customer engagement platform that takes customer service to a whole new level.

Impressive results achieved in first month

Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time.

  • It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools.
  • Delivery windows, interesting feature, you wanna send the messages only between 8 a.m.
  • If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.
  • After starting life as a simple chat widget, Intercom has added lots of new features to its messaging platform, but catering for customer support seems like more of an afterthought.
  • In a nutshell, both these companies provide great customer support.
  • Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data.

Therefore, Intercom may be a better fit for larger businesses with multiple agents helping people. Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies. Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. Best Intercom alternative for large businesses who are already HubSpot users. One important part of creating an amazing customer experience is remembering your customers, what they’ve bought from you, and any previous issues they’ve had. Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard.

Zendesk vs Intercom: 2023 Explicit Comparison

They will also offer support by email, but no telephone numbers are listed for reaching out to the team. Once you login into your account, a live chat popup is available if you have questions that need quick answers. Their support section is based on the Docs forum, where you can ask questions or read on related topics. The Intercom team will usually answer to all questions on this forum.

intercom vs zendesk

There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). It sets the perfect platform for collaboration between your sales and support teams. For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members.

Intercom Articles Pricing

If you upgrade to the Pro package for $153/month, you get everything in the Essential Package, plus other features like more integrations, automating meetings, and custom lead routing. 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.

  • You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation.
  • However, Zoho’s case is an exception because it’s a bargain for the functions it offers.
  • Check out which Intercom alternatives offer better value for money and will suit your business needs.
  • You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure.
  • Feedback from prospects and customers is crucial for any business operating today.
  • Zendesk chatbot software is a suite of support app that helps transform your customer service into actionable customer retention and lead source via agent deployment.

Who owns Intercom system?

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. They previously ran Irish software design consultancy Contrast, which made a bug tracking tool called Exceptional.

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