Intercom Vs Zendesk: Pricing, Features, Integrations in 2023

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. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.

• Automated customer support provides customers with immediate and accurate help and a massive boost to your sales team’s efficiency across the entire sales cycle.
• Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way.
• So when it comes to chatting features, the choice is not really Intercom vs Zendesk.
• While Intercom also provides a user-friendly interface, some users may find it a tad overwhelming, especially when juggling multiple support requests.
• It enables them to engage with visitors who are genuinely interested in their services.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.

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The top products based on usability and customer satisfaction, as rated by user reviews. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials. Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help.

Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

Zendesk VS. Intercom for Customer Support: Pricing

It’s a different kind of software when compared to live chat software like Olark or LiveChat, Inc. Existing live chat platforms make poor use of AI, forcing customers to interact with a bot that has limited information and provides a  limited set of predetermined options. Other features that Freshdesk offers include help desk software, messaging and chatbot support, and omnichannel communication to reach customers across various platforms. HubSpot is a popular martech tool with a plethora of features for SaaS and other online businesses. HubSpot’s all-in-one suite of tools includes capabilities for landing page creation, lead generation, email marketing automation, customer support, sales prospecting, operations, and more.

We’ll keep your data safe by using top-quality data centers and diverse geolocalization. This helps us go above and beyond the protection required by GDPR. Reach out for help at any time and there’ll always be an agent to talk to. Take a look at independent reviews to see what users have to say about LiveChat and Zendesk.

Another great feature is the ability to better route and qualify leads. With this tool, automate your lead routing so that it ends up with the right sales rep. The Freemium offers 7 days of ticket history and basic reports.

The bot feeds customers and employees the relevant articles upon making a query. The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Shared inbox is a valuable tool for support teams to communicate.

Intercom vs. Zendesk: Which Is Better?

If the answer is «yes», then that’s where I can vouch for Front, but again, you’re accepting support fragmentation, and good luck roping that back in in the future. Again, if you’re a small team, you should probably have a primary and centralized support channel, usually «» – that way you can better control routing and tracking feedback. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution. In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free).

However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. 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. Gain valuable insights with Intercom’s analytics and reporting capabilities.

These products are able to integrate with each other, which offers customers more personalized customer experiences. Zendesk also offers tons of APIs to customize the software to the users’ needs. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows. Intercom calculates the price based on the number of seats (users) you request. Depending on the seat type (subscription plan), users get access to different features.

Ahead, I will list out the features, pricing, and integrations to expand the potential of the platforms. 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 sales oriented startup with enough money, go Intercom. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget.

Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.

Not only that, you get to hire live customer support agents through the tool who will help in generating highly qualified leads, resulting in better advertising ROI. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms. In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries.

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