Intercom Vs Zendesk: Pricing, Features, Integrations in 2023

What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Intercom has more customization features for features like bots, themes, triggers, and funnels. “Favorable” and “Critical” user reviews are selected using the review helpfulness score.

Amid tight budgeting times, Desku proves to be the buddy for excellent worth and without any costly expenditure. However, the approach is far much wider than merely focusing on what would be more cost-effective but instead exploring ways through which a solution that would suit you best could be realized. Though expensive and quality are synonymous in some worlds, such a principle cannot define Desku where it stands out as one of such affordable companies.

Messaging and live chat

After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use. Their most popular tier (Suite Professional) is $115/month and includes a feature set that is very hard to beat at that price. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users. Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly.

If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. All plans come with a 7-day free trial, and no credit card is required to sign up for the trial. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights.

Difference between Intercom vs Zendesk

Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. Integration capabilities are vital for ensuring a smooth workflow across various business processes. Assessing how Zendesk and Intercom integrate with other systems and tools used within the organization is critical for achieving operational synergy and efficiency. If you’re running a business, you’d know that occasional disruptions to your products or services are inevitable….

• When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans.
• While both platforms offer email marketing tools, Zendesk’s email marketing features are more robust and comprehensive.
• When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses.
• Intercom has Articles as a knowledge base solution for self-support, as well as internal support.

So, Zendesk’s users are always going to have a smooth experience with it. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels.

There are even instances where customers don’t receive the first response in more than seven days. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. After this live chat software comparison, you’ll get a better picture of what’s better for your business. Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources. Support requests are managed as ongoing conversations rather than tickets which are shared via a unified inbox allowing multiple team members to share knowledge and solutions.

For $395/month the Pro tier allows up to 5 users and eliminates the volume restriction. This tier provides everything a small or medium-sized business will need, including better ticket management and advanced workflow automation tools. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget.

HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. 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. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans.

As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for.

As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Let’s explore these unique offerings and see how they can benefit your business. Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences.

• Installing it might take some technical skill and even when installed, could malfunction a bit.
• For leading a successful business, communication is one of the keys.
• Compared to being detailed, Zendesk gives a tough competition to Intercom.
• Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience.
• There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc.
• In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell, available for an additional cost, starting at $19/agent/month.

You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger.

Reporting and Analytics

Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises. With Zendesk, organizational data silos can be a thing of the past. We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools.

This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you zendesk vs intercom need to know about Zendesk vs. Intercom as customer support and relationship management tools. Based on verified reviews from real users in the Social Customer Service Applications market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization.

The critical user review displayed is selected from the most helpful 1,2 or 3 star review. When it comes to customer communication, Intercom has a perfect layout and customer information storage system. Based on such information, you can easily communicate with your customers and resolve their queries instantly.

Zendesk’s pricing plans start at $19 per month, while Intercom’s pricing plans start at $74 per month. Your best pricing plan will depend on your specific needs and budget. If you are a small business with basic CRM needs, then the Zendesk Support Team or Intercom Starter may be a good option for you. If you are a growing business with more complex CRM needs, then the Zendesk Enterprise or Intercom Pro plan may be a better option for you. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms.