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intercom versus zendesk

Among the many challenges facing businesses today is the pressing need to meet their customers where they are. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. This method helps offer more personalized support as well as get faster response and resolution times. Zendesk wins the major category of help desk and ticketing system software.

Who owns Intercom?

Des Traynor

Des co-founded Intercom and leads the R&D team, including Product, Engineering, and Design.

To be eligible for this program, you must be a new Zendesk customer; this must be your company’s first time using Zendesk. This program is free for the first six months, and you have access to an AI chatbot that allows you to respond to support issues even when you are not online. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure.

Is Zendesk better than Intercom? Our final points

There’s not a secret anymore – competitors’ content marketing strategies can give you hints or directions on what/when/where you should post. After seeing some top examples of how Intercom, Drift, and Zendesk differentiate their websites, let’s focus on their Social Media channels and have a look at their content. If you meet all of these requirements, apply for the Zendesk Startup program; it’s worth it. It has a sales pipeline with analytics and forecasting that allows you to manage leads more efficiently and optimize sales processes for acquisition. Each tool discussed in this blog comes with its own pros and cons. Before you jump to any conclusions, we suggest you take a free trial to get a better look and feel of the product.


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.

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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. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Save your team time and provide more consistent support by establishing customer service workflows that enable you to automate repetitive tasks and route tickets to the right team member more efficiently.

  • They offer an advanced feature for customer data management that goes beyond basic CRM stuff.
  • And that’s really it, that’s how we tend to build comparison charts internally.
  • Here is a short overview of how these tools started, where they stand today, and what they can bring to your business.
  • Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.
  • You can use this support desk to help customers or you can forward potential new users to your sales department.
  • Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests.

The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions.

Ready to switch to Zendesk?

Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative. Of course, Intercom’s messaging capabilities also make it easy for clients to connect with agents when necessary. Regarding customer support, both systems have a range of features, including a customer-facing knowledge base, a community forum, and live chat. Both platforms allow you to contact their support team via email or phone. Customerly provides the proper volume of marketing automation and gives you tools to collect customer feedback to offer them the best service. It is affordable, with plans appropriate for businesses of all sizes.

  • The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.
  • Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.
  • Though Zendesk now considers itself to be a “service-first CRM company,” since its founding in 2007, their bread and butter offering has leaned much more heavily toward the “service” part of that equation.
  • Unify Customer Queries from multiple platforms in one and never miss out on any customers.
  • 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 also offers an Answer Bot that can help you eliminate wait times.

Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. Search our comprehensive Knowledge Base to answer any question you might have about our products.

Ditch Zendesk and switch to Front

Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. 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. In-app messages are notifications sent to users while they’re engaged with an app on mobile or PC. It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior.

  • In terms of pricing, Intercom is considered one of the most expensive tools on the market.
  • Intercom software is designed to resemble the messaging apps we use every day, Intercom allows you to talk to consumers from inside your app, across your website, and via email.
  • Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.
  • With this, HappyFox’s self-service portal provides pertinent information rewarding a customer’s inquiries and can check information about the logistics of the issue.
  • Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard.
  • Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.

Zendesk and Intercom are robust tools with a wide range of customer service and CRM features. 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.

Zendesk vs Intercom vs ProProfs: In-Depth Feature & Price Comparison

Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality. If you’re smaller more metadialog.com sales oriented startup with enough money, go Intercom. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things.

intercom versus zendesk

It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. Competitors App helps marketers monitor their competitors’ marketing moves in one place, with very little time investment. Zendesk boosted their engagement from a rate to 15K by posting candid pictures with Zendesk’s team members’ babies during a “Bring Your Kid to Work Day”.

Why ProProfs Chat is the Better Alternative to Zendesk & Intercom

Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. The first thing we like to look at when we see a tool is just to understand what are some of the use cases they seem to be pitching. Either by looking at case studies, or even just the general sales, marketing pages.

intercom versus zendesk

What is cheaper than Zendesk?

The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). JitBit's cloud application does not overwhelm you with features.