Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. This website is using a security service to protect itself from online attacks.

Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike. Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required.

Insightful TED Talks on Great Customer Service to Learn From

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class zendesk vs. intercom solution like Zendesk. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. You can construct an omnichannel suite by combining productivity, e-commerce, CRM, analytics, social media, and other applications.

• Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?
• While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price.
• Intercom focuses on real-time customer messaging, while Zendesk provides a comprehensive suite for ticketing, knowledge base, and self-service support.
• What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team.
• 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.
• Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.

At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements. When potential customers visit your website, greet them with a personalized message so that they can connect with sales while they are most interested. Many use cases call for different approaches, and Zendesk https://www.metadialog.com/ and Intercom are but two software solutions for each case. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk.

Intercom

Agents can use the desktop chatbox to respond to customers in any outbound channel. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. With industry-leading automation, your team can cut resolution time by 44%.

Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. The cheapest plan for small businesses – Starter – costs $74 monthly, including 1 seat and 1,000 people reached/mo.

Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Search our comprehensive Knowledge Base to answer any question you might have about our products. 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. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers.

Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind. It’s beautifully crafted and thought through, and their custom-made illustrations are just next level stuff. You can see their attention to detail in everything — from their tools to their website.

There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement.

Check these 7 Zendesk alternatives to improve your customer support. Though the Intercom chat window says that their team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. 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. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges.

What is the difference between Zendesk and Intercom?

Both Intercom and Zendesk have their pros and cons, but one may be a better fit for your company depending on your needs. In this section, we will compare and contrast the pros and cons of both platforms to help you make the best decision for your business. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform.

In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.