Intercom vs Zendesk 2024 Comparison FinancesOnline

However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools.

Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions. With only the Enterprise tier offering round-the-clock email, phone, and chat help, Zendesk support is sharply separated by tiers. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.

Intercom’s Pricing

When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. 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. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms.

As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page.

The HubSpot Customer Platform

Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language.

However, it is possible Intercom’s support is superior at the premium level. 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. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. In a nutshell, none of the customer support software companies provide decent assistance for users.

To get the best possible experience please use the latest version of Chrome, Firefox, Safari, or Microsoft Edge to view this website. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Messagely pulls together all of the information about the customer contacting you and gives your representatives information on each interaction they’ve had with them, all within a streamlined platform. This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods.

• Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers.
• The dashboard is customizable, allowing users to efficiently access the features they use most frequently.
• The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.
• Today, both companies offer a broad range of customer support features, making them both strong contenders in the market.
• Intercom’s clean and minimalistic design focuses on white space and easy-to-read fonts.
• For those with a complicated customer support process, Zendesk may be the better option.

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. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

Customer Support and Services

There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system. The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked. For Intercom’s pricing plan, on the other hand, there is much less information on their website.

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. 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.

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On the other hand, Zendesk is a more comprehensive customer support tool that offers a broader range of features, including ticket management, knowledge base creation, and reporting and analytics. Its robust ticketing system and automation capabilities make it an excellent option for businesses with high-volume customer support needs. Additionally, Zendesk’s customizable dashboards and reporting features provide valuable insights into customer support performance. Intercom and Zendesk offer robust customer support options, including email, phone, and live chat support, comprehensive knowledge bases, and community forums.

• There are many powerful integrations included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier.
• You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting.
• These are both still very versatile products, so don’t think you have to get too siloed into a single use case.
• In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply.

And there’s still no way to know how much you’ll pay for them since the prices are only revealed after you go through a few sale demos with the Intercom team. Zendesk is a ticketing system before intercom vs zendesk anything else, and its ticketing functionality is overwhelming in the best possible way. Easily track your service team’s performance and unlock coaching opportunities with AI-powered insights.