Intercom vs Zendesk: Comparing features, integrations, and pricing
So, by holding Desku’s hand, you can open doors for a long list of happy and fully satisfied customers. Zendesk is one of the biggest players in the realm of customer support platforms. In 2016, Zendesk reported that 87,000 paid customers from over 150 countries used its products. When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs.
- Larger companies will need to book a demo and receive a custom quote for services.
- The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket.
- Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.
- There’s plenty of information about customer support and ticketing software options.
An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports.
Whether it’s Intercom or Zendesk, FreeAgent has you covered
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. We hope this list has provided you with a better grasp of each platform and its features. Remember that there is no one-size-fits-all solution, and the optimal platform for you will be determined by your individual demands. Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot.
Both Zendesk and Intercom have options for integration that make workflows easier and improve the customer support experience as a whole. Zendesk has a wide range of third-party integrations that let businesses connect their customer support software to other tools and platforms they use. This includes integrating with popular CRM systems, productivity tools, e-commerce platforms, and more. Zendesk’s many integration options make it easier for businesses to centralize their customer service processes and increase their efficiency.
Zendesk vs. Intercom at a glance
This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools.
Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Zendesk’s pricing structure provides increasing levels of features and capabilities as businesses move up the tiers.
However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.
This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. Intercom isn’t as great with sales, but it allows for better communication. With Intercom, you can keep track of your customers and what they do on your website in real time. Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues.
Intercom vs Zendesk features & functionality
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