Compare Zendesk vs Intercom for Ecomm Businesses

Intercom vs Zendesk: Comparing features, integrations, and pricing

The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. For smaller teams that have to handle multiple tasks, do not forget to check JustReply.ai, which is a user-friendly customer support tool. It will seamlessly integrate with Slack and offers everything you need for your favorite communication platform.

However, if your organization heavily relies on Intercom’s real-time communication features, in-app messaging, and chat-based support, transitioning entirely to Zendesk may not cover all your needs. Intercom’s focus on instant interactions and personalized engagement is particularly valuable for businesses prioritizing chat-first customer support and real-time communication. Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently. Ultimately, the choice between Intercom and Zendesk depends on your specific needs and priorities. If you prioritize real-time messaging and customer engagement, Intercom may be the better option for you.

Zendesk’s ticketing system is renowned for its highly organized approach, which empowers businesses to manage customer support requests with unparalleled efficiency. These tickets can then be systematically tracked, prioritized, and responded to. This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated. Both Zendesk and Intercom are standout performers when it comes to providing comprehensive multi channel support, catering to diverse customer needs. Zendesk offers a versatile array of communication channels, including email, chat, social media, phone, and web forms.

Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. Intercom is also easy to learn and its guided onboarding and training resources are especially helpful to new users. In terms of pricing, Intercom is considered one of the most expensive tools on the market.

Founded as a business messenger, it now extends to enabling support, engagement, and conversion. Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow. With its integrated suite of applications, Intercom provides a comprehensive solution that caters to businesses seeking a unified ecosystem to manage customer interactions. This scalability ensures businesses can align their support infrastructure with their evolving requirements, ensuring a seamless customer experience.

Zendesk vs Intercom: Choosing the Best Customer Service Software

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at the time-tested platform. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms.

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. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts. It’s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages.

Customers have also noted that they can implement Zendesk AI five times faster than other solutions. Intercom offers just over 450 integrations, which can make it less cost-effective and more complex to customize the software and adapt to new use cases as you scale. The platform also lacks transparency in displaying reviews, install counts, and purpose-built customer service integrations. Intercom is a complete customer communication platform for small businesses. Still, considering that such companies do not have a large budget for investing in CRM software, they should carefully consider all plans. Intercom’s AI has the transformative power to enhance customer service by offering multilingual support and contextual responses.

It features the Intercom Messenger, which works with existing support tools for self-serve or live support. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects. Intercom is praised as an affordable option with high customization capabilities, allowing businesses to create a personalized support experience.

The platform has various customization options, allowing businesses personalized experiences according to their branding. Help Center in Zendesk also will enable businesses to organize their tutorials, articles, and FAQs, making it convenient for customer to find solutions to their queries. Zendesk excels in its ticketing system, offering users an intuitive platform for collaboration among support agents. Its robust workflows streamline the ticket resolution system and efficiently handle all customer complaints. It also enables agents to perform customized workflow management, assign tickets to the right agent for request handling, and track the ticket’s progress.

Evaluate their features, compare them based on your business needs, and choose the one that aligns best with your goals and objectives. Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers.

CRM Can Help You Reduce Employee and Customer Churn

But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships.

Fin uses seamless communication across customer bases, breaking language barriers and catering to global audiences. While some of these functionalities related to AI are included in the Zendesk suite, others are part of advanced AI add-ons. If agents want to offer their customers a great experience, they can spend an additional $50 to have the AI add-on. Intercom also charges additional charges for specific features, such as charging $0.99 for every resolution.

As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Let’s explore these unique offerings and see how they can benefit your business. Zendesk boasts robust reporting and analytics tools, plus a dedicated workforce management system.

Intercom does just enough that smaller businesses could use it as a standalone CRM or supplement it with a simpler CRM at a lower pricing tier, but bigger companies may not be satisfied with Intercom alone. Zendesk AI is the intelligence layer that infuses CX intelligence into every step of the customer journey. In addition to being pre-trained on billions of real support interactions, our AI powers bots, agent and admin assist, and intelligent workflows that lead to 83 percent lower administrative costs.

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). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.

• When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.
• Understanding the unique attributes of Zendesk and Intercom is crucial in this comparison.
• It can also handle complex interactions and provide real-time insight to customer support agents.
• For businesses looking for a comprehensive customer service and support tool, Zendesk reigns supreme.

Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently. Intercom has more customization features for features like bots, themes, triggers, and funnels.

For instance, it can use past interactions and behaviors to tailor recommendations or responses. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Zendesk offers simple chatbots and provides businesses with straightforward chatbot creation tools, allowing them to set up automated responses and assist customers with common queries. Zendesk may be unable to give the agents more advanced features or customization options for chatbots. If your organization aims to enhance customer engagement through live chat, in-app messaging, and proactive outreach, Intercom might serve as a viable alternative to Zendesk. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month.

Vendor Support Quality

Its ability to scale with the businesses makes it an attractive option for growing companies. Its customizable options enable businesses to quickly gain value from its features by enhancing agility. It allows businesses to automate repetitive tasks, such as ticket routing and in-built responses, freeing up time for support agents to deal with more crucial cases requiring more agent attention. This automation enhances support teams’ productivity as they do not have to spend too much responding to similar complaints they have already dealt with. Tracking the ticket progress enables businesses to track what part of the resolution customer complaint has reached. On the other hand, Intercom catches up with Zendesk on ticket handling capabilities but stands out due to its automation features.

• It provides a comprehensive platform for managing customer inquiries, support tickets, and interactions across multiple channels.
• Yes, Zendesk has an Intercom integration that you can find in the Zendesk Marketplace—it’s free to install.
• You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect.
• 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)?
• However, Intercom has fewer integration options than Zendesk, which may limit its capabilities for businesses seeking extensive integrations.
• Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment.

If, after the additional prices they charge, the plan works for you, Intercom is a great way to manage your customer relationships. Before choosing the customer support software, it is crucial to consider the size of the business. Some software only works best for startups, while others have offerings only for large enterprises. Let us look at the type and size of business for which Zednesk and Intercom are suitable. When it comes to ease-of-use, Zendesk undeniably takes the lead over Intercom. Zendesk’s intuitive design caters to beginners and non-technical users, offering a seamless experience right from the start.

However, compared to the more contemporary designs like Intercom’s, Zendesk’s UI may appear outdated, particularly in aspects such as chat widget and customization options. This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. 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.

Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. Intercom recently ramped up its features to include helpdesk and ticketing functionality.

If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it. For an area of focus as critical as customer support, it can mean the difference between a satisfied customer and a lost account. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. 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.

While both tools offer top-of-field feature sets that can simplify your customer support processes dramatically, identifying which is right for you can take time and effort. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy. Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS.

Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department. Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves. However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features.

Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Check out our chart that compares the capabilities of Zendesk vs. Intercom. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success.

You can foun additiona information about ai customer service and artificial intelligence and NLP. While both Intercom and Zendesk excel in customer support and engagement, the decision between the two depends on your specific requirements. It’s well-suited for organizations aiming to enhance customer engagement through real-time communication. Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus.

Zendesk Excels in User-Friendliness Compared to Intercom

Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier.

Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers. This scalability allows organizations to adapt their support operations to their expanding customer base. Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale.

Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics.

Intercom distinguishes itself by excelling in real-time customer engagement. It offers a comprehensive suite of features that empowers businesses to foster immediate connections with their customers. With Intercom, businesses can engage in real-time chats, schedule meetings, and strategically deploy chat boxes to specific customer segments. What truly sets Intercom apart is its data-driven approach to customer engagement. It actively collects and utilizes customer data to facilitate highly personalized conversations.

Intercom is also a customer service software that integrates entirely with third-party vendors, especially those offering messaging services. Using any plan, this integration is available to all customers, making the customer support experience and onboarding smooth. Chat PG Zendesk and Intercom offer basic features, including live chat, a help desk, and a pre-built knowledge base. They have great UX and a normal pricing range, making it difficult for businesses to choose one, as both software almost looks similar in their offerings.

While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales. Zendesk started as a customer support request SaaS, a legacy that continues today with its robust ticketing and customer messaging solutions. In contrast, Intercom aims to provide an all-in-one business communication platform to support, engage, and convert customers with sales and marketing functions. An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t. With its robust ticketing system, versatile automation capabilities, and extensive reporting tools, Zendesk empowers businesses to handle customer inquiries effectively and improve support efficiency. It’s best used when you need a centralized platform to manage customer support operations, whether through email, chat, social media, or phone.

For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users.

Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. 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)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience.

If you’re already using Intercom and want to continue using it as the front-end CRM experience, integrating with Zendesk can improve it. Yes, Zendesk has an Intercom integration that you can find in the Zendesk Marketplace—it’s free to install. So, you can get the best of both worlds without choosing between Intercom or Zendesk.

But don’t just take our word for it—listen to what customers say about why they picked Zendesk. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Zendesk’s pricing is very competitive for the market and is presented in a straightforward way that makes predicting costs simple and accurate. Their most popular tier (Suite Professional) is $115/month and includes a feature set that is very hard to beat at that price. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

Key offerings include automated support with help center articles, a messenger-first ticketing system, and a powerful inbox to centralize customer queries. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. Experience targeted communication with Intercom’s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction. You get a dashboard that makes creating, tracking, and organizing tickets easy.

Its feature offering is second to none and for growing companies, Zendesk scales as well or better than any other customer support platform on the market. For businesses that want to focus on simple and effective customer engagement, Intercom is an easy choice. It excels in real-time customer communication and helps support teams create personalized customer experiences. It also provides mid-sized businesses with comprehensive customer relationship management software, as they require more advanced features to handle customer support. Similarly, the ability of Zendesk to scale also makes it the best fit for enterprise-level organizations.

Tidio Alternatives for Better Customer Service in 2024

Businsses need to do a cost analysis whenever they select customer service software for their business. You cannot invest much in this software if you are a small business, as it would exceed the budget requirements. The help center in Intercom is also user-friendly, enabling agents to access content creation easily. It does help you organize and create content using efficient tools, but Zendesk is more suitable if you want a fully branded customer-centric experience. However, it is a great option for businesses seeking efficient customer interactions, as its focus on personalized messaging compensates for its lack of features. Zendesk is an all-in-one omnichannel platform offering various channel integrations in one place.

Lastly, the tool is easy to set up and implement, meaning no additional knowledge or expertise makes the businesses incur additional costs. Zendesk’s automation features are limited to offering basic automation to streamline repetitive tasks. While Zeendesk provides automation services for ticket support systems, notifications, chatbots, etc., it may not be an extensive feature compared to Intercom. Some aspects give an edge or create differentiation in the operations of both software, which users may oversee while making a choice. We will discuss these differentiating factors to help you make the right choice for your business and help it excel in offering extraordinary customer service. When comparing the pricing of Zendesk and Intercom, there are significant differences to take into account.

Groove has put together an informative review of both brands to highlight the similarities and differences to allow you to make the right choice. All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly. And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team.

It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased intercom vs. zendesk costs for larger organizations. The strength of Zendesk’s UI lies in its structured and comprehensive environment, adept at managing numerous customer interactions and integrating various channels seamlessly.

Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. 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.

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. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium. These premium support services can range in cost, typically between $1,500 and $2,800. This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites.

However, businesses must choose between Zendesk vs Intercom based on their needs and requirements. While Zendesk incorporates live chat and messaging functionalities to facilitate proactive customer engagement, it falls short of matching Intercom’s level of personalization. It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools. However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. While it excels in interactive and engaging communication, especially on mobile, some businesses might find its focus on chat-based interfaces limiting if they need extensive email or voice call support.

Intercom offers advanced customer service through its automated functions and is suitable for businesses looking for a sophisticated customer support solution. Another advantage of using Intercom is that it not only enhances customer engagement but is also a great way to increase customer support teams’ productivity. Its messaging also has real-time notifications and automated responses, enhancing customer communication. Zendesk and Intercom are the leading providers of customer service software (despite there being a ton of other alternatives) and offer a range of features and capabilities that enhance user satisfaction.

ThriveDesk empowers small businesses to manage real-time customer communications. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect https://chat.openai.com/ your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it’s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible.

Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. This exploration aims to provide a detailed comparison, aiding businesses in making an informed decision that aligns with their customer service goals. Both Zendesk and Intercom offer robust solutions, but the choice ultimately depends on specific business needs. Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments.

With custom correlation and attribution, you can dive deep into the root cause behind your metrics. We also provide real-time and historical reporting dashboards so you can take action at the moment and learn from past trends. Meanwhile, our WFM software enables businesses to analyze employee metrics and performance, helping them identify improvements, implement strategies, and set long-term goals. As a result, customers can implement the help desk software quickly—without the need for developers—and see a faster return on investment.