Intercom vs Zendesk: Which One is Right for Your Business?

Intercom vs Zendesk: Comparison and Alternatives

Zendesk VS Intercom

There is also an opinion that Zendesk’s interface and design are slightly less convenient in comparison to Intercom’s, which provides a more streamlined user interface. Even though Zendesk’s site does not clearly specify the duration of the free trial, other web resources state that it lasts for 30 days, which is twice as long as Intercom’s free trial. Our Messenger supports customers when it’s most effective—the moment they need help in your product. And with email, SMS, and more, they can also pick whatever channel works best.

Zendesk VS Intercom

See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. For example, if a user has been navigating your website for a few minutes, it can trigger an in-app message asking the user if they require assistance.

User experience

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. Streamline support processes with Intercom’s ticketing system and knowledge base.

  • When evaluating the cost of any software tool, you have to look beyond the price tag.
  • Just like Intercom, Zendesk’s customer service is quite disappointing.
  • This is fine, as not every customer support team wants to be so available on the phone.
  • Connect with customers wherever they are for timely assistance and personalized experiences.
  • So, Zendesk’s users are always going to have a smooth experience with it.
  • In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available.

Intercom also offers automation features for streamlining your customer support. Their bots use machine learning to suggest web links, knowledge base articles, and answers to FAQs directly within live chats. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The user interface (UI) and user experience (UX) of customer support software are very important to how well it works and how easy it is to use.

Customer support and data security

On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.

Zendesk VS Intercom

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. And that’s why it offers a long list of customization options like workflow automation, ticket management system, and layouts. Has live chat analytics to monitor customer satisfaction, employee performance.

Intercom live chat is modern, smooth, and has many advanced features that other chat tools don’t. It’s highly customizable, too, so you can adjust it according to your website or product’s style. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features.

Zendesk VS Intercom

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 need to know about Zendesk vs. Intercom as customer support and relationship management tools. Live chat and email support are only two of the many messaging tools that are included in Zendesk’s extensive suite of applications. Communication between companies and their clients is made easier as a result of this implementation. Intercom has flexible prices that can change based on what your business needs, and they offer a 14-day free trial. Zendesk offers more flexibility with its pricing options and also has free services.

MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. Its self-service platform lets you automate workflows, measure success metrics, and manage SLAs, which allows you to stay on top of your customer support strategy.

FreshChat is a customer messaging software built specifically for sales, marketing, and customer representative teams. This software allows representatives to interact with leads and customers on different platforms like their website, mobile app, or social media pages. Both Intercom and Zendesk offer great customer support for their clients. The live chats on both of their websites have support agents that answer very quickly and are right to the point. The Zendesk team tends to respond a little faster depending on the time of day.

✅ Great live chat

Such live insights are very useful in evaluating your customer support process. But, you would not be able to enjoy such a live tracking experience on Intercom. That their customers are fully satisfied with their products and services, and so is the motto of our Desku chatbots.

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. Chat tools are the foundation of customer support software in 2023 and can serve as when choosing the right vendor. Intercom and Zendesk both offer comprehensive customer support solutions.

Read more about Zendesk VS Intercom here.

Zendesk VS Intercom


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