Intercom vs Zendesk What are the differences?

As discussed above, Zendesk started as a ticketing tool and, therefore, has one of the best ticket management workflows in place. 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.

• The first is proactive, in-app messaging, and the second is email marketing capabilities.
• ActiveCampaign is difficult to learn on your own since it is so full featured.
• It guarantees continuous omnichannel support that meets customer expectations.
• Zendesk and Intercom offer help desk management solutions to their users.
• Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers.

Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category. If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on. The best way to do this is using Appy Pie Connect the perfect no-code workflow automation platform. Explore Intercom integrations and Zendesk integrations, and you can even connect Intercom to Zendesk to explore Intercom Zendesk integrations.

Self-service that works everywhere, not just on live chat

To establish loyalty and retention, it is imperative for businesses to cater to every user’s needs. 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. If you’re code savvy and you’re really tied to a particular web service there is an API available for creating integrations.

Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools.

Looking for a Zendesk Alternative? Check Out Intercom + LTVplus

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. Not only that, you get to hire live customer support agents through the tool who will help in generating highly qualified leads, resulting in better advertising ROI. Tawk is a live chat software that users have rated highly for its impressive features, like offline forms, visitor tracking, customizable branding, file sharing, and screen sharing. One of the biggest advantages of using DevRev is the fact that the platform connects customer conversations to tickets and issues tied to product features that do not exist with the other alternatives.

Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom.

User experience and interface

If your business has an app, in-app messaging can be used to send messages to customers. You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners.

They also charge based on number of contacts and the various components (features) and it gets wildly expensive very quickly. What can be really inconvenient about Zendesk, though is how their tools integrate with each other when you need to use them simultaneously. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. What really struck me though is that people seemed to like Zendesk more.

The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options. Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced. 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. The chat enables you to send targeted, behavior based Zendesk messages to customers. Intercom features phone support, online support, and a knowledge base.

These products are able to integrate with each other, which offers customers more personalized customer experiences. Zendesk also offers tons of APIs to customize the software to the users’ needs. A lot can be gleaned from a customer support tool’s ticketing features. These features help support reps manage and organize support requests and ongoing communications so they are vital tools that will be used every day. In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business.

It excels in real-time customer communication and helps support teams create personalized customer experiences. The decision to choose a customer support platform should be based on a careful evaluation of your organization’s unique requirements, customer interaction channels, scalability needs, and budget constraints. While Zendesk offers a comprehensive set of features, other platforms may excel in certain areas or provide more tailored solutions that align better with your customer support strategy and objectives. Determining whether Zendesk is better than Intercom hinges on your unique customer support and engagement requirements.

Intercom costs can go even higher with custom add-ons such as Product Tours (from $199/month, Advanced lead generation (from $499/month), Advanced customer engagement (from $499/month), etc. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc. Zendesk has tons of products that Intercom’s including Zendesk chatbot software, messaging, team collaboration, knowledge base, analytics and reporting.

All original content is copyrighted by SelectHub and any copying or reproduction (without references to SelectHub) is strictly prohibited. We provide a wealth of excellent resources to aid you in establishing Customer Friendship™, and our team is always available for consultation. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads. It’s a big task predicting what you’re going to pay for Intercom at the end of the day. Zendesk’s interface is not the most modern interface out there and appears quite outdated. While using Zendesk for more than a couple of hours, you can easily get tired and feel there is a lot of room for improvement.

So it will transmit the live data on the users and what they are doing in your app. This option is useful for those who are looking for a smooth switch from Zendesk to Intercom. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities. 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 the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics.

On the other hand, the top reviewer of Zendesk writes “Useful customization features, robust security, and easy to use “. Intercom Customer Communications Platform is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. We hope this help desk comparison blog will help you make the best decision for your customer service team.

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