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

Intercom vs Zendesk: 2023 Explicit Comparison

I tried each of the platforms and discovered how each can be used to improve a customer’s experience and journey. Zendesk has a help center that is open to all to find out answers to common questions. Apart from this feature, the customer support options at Zendesk are quite limited. First, you can only talk to the support team if you are a registered user.

Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing.

Intercom features

You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. 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 base plan offers a ticketing system integrated with email and social media. It also offers pre-configured business rules, customer interaction history, and out-of-the-box reporting and analytics. In the Enterprise plan, you get everything in the lower plans plus skills-based routing, customized agent roles, and Sandbox.

Does Zendesk have Intercom integration?

Proactive, in-app messages are notifications sent to users while using an app on mobile or desktop. It allows businesses to engage users while they’re active in the app, delivering information based on relevant time or behavior triggers. They can https://www.metadialog.com/ be used to share product updates, offer support, or promote offers relevant to their needs. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake.

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. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. intercom versus zendesk Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box. You get call recording, muting and holding, conference calling, and call blocking.

Why shouldn’t I consolidate on Intercom for all my needs?

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads.

Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit. However, customers should keep in mind that Intercom does not offer voice. Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app.

Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Inside a ticket, the workspace center console displays the ticket’s conversation.

Hence, Intercom may be a better choice for small businesses that do not need all the advanced features. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. We sell a high-touch, high ASP product (caskets) and have scaled to where we’re adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site.

Mobile app: Zendesk Vs. Intercom

Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications.

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. Zendesk and Intercom have very similar ratings on popular websites such as G2 and Capterra. However, Zendesk has a larger customer base than Intercom, which is reflected in the number of reviews for each product. Zendesk’s core feature remains its ticketing system, and its functionality has remained the best in the industry since its inception.

Self-service saves time for you and your customers

In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”. 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.

Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc. The Answer Bot tool seamlessly integrates with your knowledge base, delivering automatic suggestions to relevant articles. This saves your customers time when finding solutions and reduces the workload of your support agents.

• This saves your customers time when finding solutions and reduces the workload of your support agents.
• Each additional 1,000 contacts on a Starter plan will cost you $19/mo or $79/mo on a Support Pro plan.
• Both of these platforms provide different packages, features, and benefits that may help your team delight your customers and aid in your team’s success.
• As Zendesk started off solely as a helpdesk and ticketing tool, they have perfected this part of their platform over the years.
• Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology.

Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard.

But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications. It is favored by customer support, helpdesk, IT service management, and contact center teams. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams.

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. 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. Another feature Intercom offers that Zendesk doesn’t is email marketing tools.