Zendesk vs Intercom: Which One Is Right for You?

Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin.

As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers).

Best CRM for Small Business Compared (February

While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. This table gives an overview of how Zendesk and HubSpot CRM compare in terms of their offerings. Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you.

Messagely pulls together all of the information about the customer contacting you and gives your representatives information on each interaction they’ve had with them, all within a streamlined platform. This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion.

Pricing Info

But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology.

Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace.

Advanced workflows and automation

However, remember HubSpot’s email send limits, which can hamper high-volume campaigns. There’s plenty of information about customer support and ticketing software options. Read these resources to learn more about why users choose Zendesk vs Intercom. Intercom and Zendesk offer robust integration capabilities that allow businesses to streamline their workflow and improve customer support. Choosing Intercom or Zendesk will depend on your specific needs and requirements.

Chat agents also get a comprehensive look at their entire customer’s journey, so they will have a better idea of what your customers need, without needing to ask many questions. Since Intercom doesn’t intercom vs. zendesk offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours.

Ultimately, the choice between these two platforms will depend on the specific needs of the business and the type of customer interactions they are looking to manage. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. 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.

• Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs.
• Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions.
• There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month.
• However, it offers a generous free version, allowing you to try its features—something missing in Zendesk.
• In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to.

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. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user.

For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications.

HubSpot CRM’s paid plans provide 10 to 50 dashboards that allow 10 to 30 reports each. Its Professional and Enterprise plans offer users 100 to 500 custom reports, respectively. You’ll also find asset comparison reporting and behavioral triggers included in the reports. In addition to third-party integrations, Zendesk offers a range of native integrations with its products, including Zendesk Support, Zendesk Chat, and Zendesk Talk.

Why ProProfs Chat is the Better Alternative to Zendesk & Intercom

All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them. Zendesk is a customer service platform that allows you to communicate with customers via any channel. That being said, in your search for the best customer support tool, you must have come across Zendesk and Intercom. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience.

The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior. Some startups and small businesses may prefer one app, while large companies and enterprise operations will have their own requirements.

The clean and professional design focuses on bold typography and contrasting colors. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. 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. 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.