Zendesk vs Intercom: In-Depth Features & Price Comparison

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans. These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive.

However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included. Zendesk chat allows you to talk with your visitors in real time through a small chat bar at the bottom of your site. When visitors click on it, they’ll be directed to one of your customer service teammates.

Intercom Versus Zendesk: Support

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. Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience. The platform is evolving from a platform for engaging with consumers to a tool that assists you in automating every element of your daily routine. Zendesk is primarily a ticketing system, and its ticketing capability is overwhelming in the best conceivable manner. All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them.

Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Intercom’s chat window states that their team usually replies in a few hours, but they will often respond in a matter of minutes.

Mobile app: Zendesk Vs. Intercom

LiveAgent is a help desk software that allows clients to interact with their customers through personalized conversations, all at a reasonable price. The platform provides its users a live chat application, versatile ticketing management, and easy-to-navigate self-service portals. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize. Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further.

Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. Intercom’s mobile app is really one of the best parts of all of Intercom.

Automation

Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. Ada also allows its consumers to leverage their services over mobile SMS, WhatsApp, Facebook Messenger, Apple Business Chat, and more platforms.

• Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications.
• Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize.
• She has worked with web publications and tech brands such as U.S News & World Report, Elevato, LeadDyno and OMTech.
• That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.
• Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.

One of HubSpot’s advantages is its scalability, and with the option to begin at $0, you can test its features without committing. HubSpot CRM’s free version is also generous, serving marketing, customer service and operation teams, so it’s no surprise that it’s one of the best free CRM systems. Zendesk and HubSpot use artificial intelligence (AI)-powered automation and unified intercom versus zendesk dashboards to improve customer relationships and team productivity, regardless of your business size. However, HubSpot‘s interface is not as user friendly as Zendesk’s, and its combined pricing for marketing, sales and service functions is quite expensive and complex. However, it offers a generous free version, allowing you to try its features—something missing in Zendesk.

Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support.

If you prefer seeking advice and help on your own, then Freshdesk has a nice knowledge base and community forum. In the first place, we’ll talk about pricing, support options, and ease of use. Then, we will go over some specific features to give them the royal rumble treatment. Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. As an example, Intercom and Zendesk are scored at 8.9 and 9.7, respectively, for all round quality and performance.