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Intercom vs Zendesk: Which One is Right for Your Business?

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

Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?).

• However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record.
• Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide.
• Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else.
• It’s where customers ask the questions that may result in the largest sales in your company’s history.
• Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

Zendesk’s pricing offers a range of plans, including a tiered model with different levels of features and capabilities. While the pricing can be flexible, it may become more costly as your organization’s requirements and usage increase. Now, let’s delve into the Zendesk vs. Intercom comparison to help you make an informed decision when selecting the right customer support and engagement platform that aligns with your specific needs.

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While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. ProProfs Help Desk is known in the market for its honest, and simple pricing.

• HubSpot helps seamlessly integrate customer service tools that you and your team already leverage.
• It guarantees continuous omnichannel support that meets customer expectations.
• Zendesk offers a basic plan that is affordable and will suit my needs.
• It can be done in just a few clicks and without any assistance from your IT department.

Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features. Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context from customer data.

What is Zendesk?

That doesn’t necessarily mean that Zendesk chat is right for your business. Zendesk’s pricing is very competitive for the market and is presented in a straightforward way that makes predicting costs simple and accurate. There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. I found that if I wanted to work most productively I’d need to have all four main Zendesk products opened in different browser tabs as there is no option of having all of them within a single dashboard.

It can automatically suggest your customer relevant articles reducing the workload for your support agents. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages.

Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. Zendesk maps out each activity a visitor performs on your website. This enables your operators to understand visitor intent faster and provide them with a personalized experience. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.

It actively collects and utilizes customer data to facilitate highly personalized conversations. For instance, it can use past interactions and behaviors to tailor recommendations or responses. It sets the perfect platform for collaboration between your sales and support teams.

Intercom:

If you are an online store with a custom plan, you can get your AI bot to analyze customer requests and learn from previous behavior. For an additional widget and 3 auto messages & pop-ups, you are charged $12/month. The Advanced & Enterprise is ideal for medium-sized and large organizations due to features like lead routing, Fastlane, multiple languages, and custom RBAC. You are provided live agent support 24/7 for 365 days at $1/ hour.

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