Zendesk VS Intercom compare differences & reviews?

The agents also get inboxes, private notes, and mentions, office hours, and canned responses. Reporting is delivered to the dashboards (i.e., summary, leads, team performance), article search analytics, and message insights. This software is no slouch as it offers several chat tools. Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins.

Intercom is an overall cheaper option for small businesses because each product has a fixed price as opposed to Zendesk’s products, which are all priced per user. This allows businesses who wish to have all their members on the same page to be able to use Intercom collaboratively. Team collaboration features allow agents to assign tasks to each other and resolve conversations to create more fluid workflows.

Intercom vs. Zendesk: Omnichannel Capabilities

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. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. It tends to perform well on the marketing and sales side of things, which is key for a growing company. And considering that its tools are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. While not as robust as full-scale CRM tools like Salesforce, Intercom offers tools to qualify leads, gather customer information, and guide leads through the sales pipeline. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk.

Is Zendesk and Intercom the same?

The main difference between Intercom and Zendesk is that Intercom focuses on personalized, message-based experiences, while Zendesk offers a more robust software solution for all of your customer service needs.

Both solutions provide a campaign tool, live chat, and a knowledge base. We will compare those customer service solutions in terms of functionality and price. The odes to the “clean and modern user interface” are omitted.

Zendesk Pros and Cons

With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. 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. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. 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. Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

  • You can do all this and more with Help Scout’s live chat functionality.
  • With LiveChat’s animated eye-catchers, you’d be able to grab additional attention of your visitors.
  • Zendesk has received a rating of 4.4 out of 5 from 2,693 reviewers.
  • Here’s a list of criteria we’ve used to differentiate the two for you.
  • Zendesk has tons of products for businesses that are similar to Intercom’s, and some.
  • Because it offers so many different options, this is a great Intercom alternative for large and enterprise companies who need sales and service solutions at scale.

Without proper channels to reach you, usually, customers will take their business elsewhere. And, thanks to the internet, a few taps will lead them right to your competitor! Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website.

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The result is that Zendesk generally wins on ratings when it comes to support capacity. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. The workspace left-hand column notifies agents of all ticket updates. The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

  • Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files.
  • It’s nice, convenient, but not nearly as advanced as Zendesk.
  • Customers can search the help center by query keywords and sort through articles in 40 languages.
  • However, Zendesk breaks down all their information in an extremely accessible way so anyone can find exactly what they’re looking for.
  • If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training.
  • 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.

So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into their messenger. The Zendesk chat tool has most of the necessary features like shortcuts , automated triggers, and live chat analytics. You can enable some forms for collecting customer info on the go.


These HubSpot alternatives for customer support, sales, and marketing teams will help you streamline your work and save time and money. Most of our Intercom alternatives have much more straightforward pricing plans that are based on the number of support agents you need seats for, allowing your business to better plan for expenses. To begin with, putting help desk platforms “side by side” is a thankless job as software differs in functionality, price, and purposes.


Also, you can add custom fields to user and organization fields. In addition within reporting, the performance dashboards show ticket volume, customer satisfaction, and agent performance with KPI. This price tier enables a single sign-on for web and mobile. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles.

Intercom Pricing and Plans

They have powerful integrations that help make up for the lack of products, but so does Zendesk. Zendesk has another vast resources tab for its users who wish to learn more about how to best use Zendesk. AI is a powerful tool many helpdesk CRM software providers are implementing in their products — especially in their chatbots.

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Don’t worry; we’ve analyzed both the products thoroughly for you. After this live chat software comparison, you’ll get a better picture of what’s better for your business. See how our customer service solutions bring ease to the customer experience.

  • Exporting and quickly digging through old conversations would be an easy way for people to get up to speed with their customers, the user said.
  • If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help.
  • Again, there’s a significant difference between the Essential and Pro plans; however, the number of features offered between the two plans is much closer than with Intercom Messages.
  • While Zoho Desk does offer a basic free plan, the suite as a whole is ideal for larger companies with bigger budgets.
  • If your team is looking for a robust live chat option to engage website visitors, Olark is the perfect Intercom alternative for you.
  • Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer is more paralleled with Zendesk Support + Chat.

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.

Intercom VS Zendesk

So it will transmit the live data on the users and what they are doing in your app. You can convert the Intercom conversations into Zendesk tickets. This option is useful for those who are looking for a smooth switch from Zendesk to Intercom. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers.

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Intercom Inbox switches their pricing from Messages’ by going to a price-per-seat format. One thing to keep in mind is that users have to purchase two seats in order to use Inbox, but every seat after that is only $19 per month. Again, there’s a significant difference between the Essential Intercom VS Zendesk and Pro plans; however, the number of features offered between the two plans is much closer than with Intercom Messages. Now the fun begins… Let’s look at some of the important features and pricing plans to see which provider offers your business the best bang for your buck.

Intercom provides a standardized chat window with its logo embedded into the chat trigger. It offers limited color/background customization without an option to modify the layout and unbrand chat window from the Intercom’s logo. Tyler Webb is a California-based writer and business technology researcher who presents communication tools and trends in clear, concise language. Before beginning his technology-writing career this year with GetVoIP, Tyler taught high school…

What is Zendesk Intercom?

Intercom makes it easy to communicate with your customers personally, at scale. See your customers in real-time and track what they're doing in your product, then chat with them inside your apps, by email, and via social.

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