Zendesk vs Intercom Comparison 2024: Which One Is Better?

Moreover, talk to a current customer of the software and solicit their feedback regarding the solution in question. The best Customer Support Software is a product that can deal with your company’s unique requirements. It is possible to identify which alternative is best suited for your company if you review different products before you decide which one is the best. Zendesk also offers a straightforward intercom vs zendesk interface to operators that helps them identify the entire interaction pathway with the customers. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business.

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. 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. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”.

Team-oriented

Multilingual content and other advanced features come with a $49 price per agent per month. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion. 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. One of the standout features of Intercom’s customer support is its chatbot functionality.

• Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows.
• With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service.
• This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background.
• Intercom is used by over 30,000 businesses worldwide, including Shopify, Atlassian, and New Relic.

Customers can search the help center by query keywords and sort through articles in 40 languages. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. Which means it’s rather a customer relationship management platform than anything else. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features.

Zendesk’s Customer Reviews

Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices.

Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields.

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality.

The dashboard is highly customizable, allowing users to access the features they use most frequently easily. The clean and professional design focuses on bold typography and contrasting colors. 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. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms.

The future of customer service is integrated, AI-enhanced—and powered by Intercom

The platform is known for its user-friendly interface, powerful automation capabilities, and robust analytics tools. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. 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.