Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?

Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. 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. But, you would not be able to experience such a good in-app messaging service on Zendesk. Zendesk is yet another powerful way to help businesses interact with their customers. If not, then you should because it will ease much of your workload as you would not have to waste your precious time in finding the helpdesk operator, plus zero management issues.

Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. 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.

Zendesk or Intercom: Email features

This scalability allows organizations to adapt their support operations to their expanding customer base. Higher-tier plans in Zendesk come packed with advanced functionalities such as chatbots, customizable knowledge bases, and performance dashboards. These features can add significant value for businesses aiming to implement more sophisticated support capabilities as they scale.

Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days.

Decktopus AI vs Tome: which software is best for your needs?

In addition, the costs of Zendesk’s services are slightly easier to calculate. However, regardless of whether your choice is Zendesk or Intercom, you will be spending some time trying to figure out how much you will pay for the services. In 2018, Intercom raised $125 million in funding, which brought its value up to $1.25 billion and provided the company with all the rights to call itself a unicorn. First of all, Intercom positions itself as a business messenger, the primary aim of which is to deliver modern and reliable customer communication tool.

• While Intercom offers fewer integrations than Zendesk, it is still compatible with many popular apps like Slack, Stripe, Salesforce, and HubSpot.
• Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones.
• With over 21 million Ada-powered ecommerce interactions between October and December 2021, we’ve identified some key patterns that will help brands understand what customers need most.
• They also offer some advanced features to facilitate collaboration for larger teams, like private notes and the ability to see who’s handling a certain ticket in real-time.

Zendesk is designed to fit your business needs whether you’re a fast-growing startup or a well-established company. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. Create code-free screencast tours of products, websites, webpages, and applications within your website.

Pricing plans: Zendesk vs. Intercom

Basically, provides you with a knowledge base to create, organize, and store the articles that answer your customers’ questions. Has a bot that suggests relevant articles to customers who have questions. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners.

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. Check out our list of unified communications providers for more information. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours. This Intercom competitor can respond to customers across various social platforms and connect them to the appropriate agent for the job.

This conversational marketing and sales automation tool helps businesses connect quickly with customers who are ready to purchase their products. Drift is leading companies through the customer solution-driven revolution by using conversations to unlock and expand their compound annual rate. LiveChat is an online chat software that allows customer service representatives to communicate with customers through their website or selected messaging apps.

Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. Intercom does not offer a virtual call center tool, so it is unable to handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 20 compatible phone and video integrations. As a call center solution, Zendesk is quick to set up and easy to manage. Due to its cloud-based nature, your agents can be located anywhere in the world, as long as they have a headset and an Internet connection.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations.

Zendesk, on the other hand, has revamped its security since its security breach in 2016. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories.

Read more about Zendesk VS Intercom here.