Zendesk vs Intercom Comparison 2024: Which One Is Better?

Utilizing modern CRM software can help your sales team boost their productivity and sales performance. Pipedrive also has security measures baked into its solution, offering SSO for its users. Pipedrive also includes lead management features like automatic lead nurturing, labeling, and bulk imports. However, Pipedrive does not include native desktop text messaging features. One user noted that, in some cases, it can take Pipedrive at least eight hours to populate saved leads, making it difficult to quickly communicate with hot leads. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools.

• They need to comprehensively analyze if they are getting the value of the invested money.
• The company was founded in 2007 and today serves over 170,000 customers worldwide.
• On the contrary, Intercom’s pricing is far less predictable and can cost hundreds/thousands of dollars per month.
• Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way.
• Zendesk is designed to fit your business needs whether you’re a fast-growing startup or a well-established company.
• Depending on your needs, you can set up Intercom on your website or mobile app and add your automations.

As two of the giants of the industry, it’s only natural that you’d reach a point where you’re comparing Zendesk vs Intercom. Intercom offers just over 450 integrations, which can make it less cost-effective and more complex to customize the software and adapt to new use cases as you scale. The platform also lacks transparency in displaying reviews, https://chat.openai.com/ install counts, and purpose-built customer service integrations. The Zendesk Marketplace offers over 1,500 no-code apps and integrations. However, the latter is more of a support and ticketing solution, while Intercom is CRM functionality-oriented. This means it’s a customer relationship management platform rather than anything else.

It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. We hope this list has provided you with a better grasp of each platform and its features. Remember that there is no one-size-fits-all intercom and zendesk solution, and the optimal platform for you will be determined by your individual demands. You can foun additiona information about ai customer service and artificial intelligence and NLP. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services.

Why Zendesk is the best alternative to Intercom

Pipedrive uses historical data to help predict cash flow and provide performance metrics for your sales team. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues. But I don’t want to sell their chat tool short as it still has most of necessary features like shortcuts (saved responses), automated triggers and live chat analytics. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality.

Traditional ticketing systems are one of the major customer service bottlenecks companies want to solve with automation. Intelligent automated ticketing helps streamline customer Chat GPT service management and handling inquiries while reducing manual work. Zendesk provides comprehensive security and compliance features, ensuring customer data privacy.

Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. I tested both of their live chats and their support agents were answering in very quickly and right to the point.

Using any plan, this integration is available to all customers, making the customer support experience and onboarding smooth. Zendesk excels in its ticketing system, offering users an intuitive platform for collaboration among support agents. Its robust workflows streamline the ticket resolution system and efficiently handle all customer complaints.

Is Zendesk better than Intercom? Our final points

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. Zendesk also offers callback requests, call monitoring and call quality notifications, among other telephone tools.

Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.

You can configure it to assign tickets using various methods, such as skills, load balancing, and round-robin to ensure efficient handling. Yes, Zendesk has an Intercom integration that you can find in the Zendesk Marketplace—it’s free to install. So, you can get the best of both worlds without choosing between Intercom or Zendesk. In this paragraph, let’s explain some common issues users usually ask about when choosing between Zendesk and Intercom platforms. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.

• With so many features to consider, not to mention pricing, user experience, and scalability, we don’t blame you if you feel your head spinning.
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• You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation.
• Zendesk wins the major category of help desk and ticketing system software.

With its features and pricing, Zendesk is geared toward businesses that full in the range from mid-sized to enterprise-level. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Use ticketing systems to efficiently manage high ticket volume, deliver timely customer support, and boost agent productivity. Intercom is an all-in-one solution, and compared to Zendesk, Intercom has a less intuitive design and can be complicated for new users to learn. It also offers a confusing pricing structure and fewer integrations, making it less scalable and cost-effective. Customer expectations are already high, but with the rise of AI, customers are expecting even more.

Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot. When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. While both offer a wide number of integration options, Zendesk wins the top spot in this category.

Yes, you can integrate Pipedrive with Zendesk to access information between the two services organized in one place. I found that if I wanted to work most productively I’d need to have all four main Zendesk products opened in different browser tabs as there is no option of having all of them within a single dashboard. Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper).

We’d also recommend checking out this blog on suspended ticket management in ZenDesk. To sum it all up, you need to consider various aspects of your business before choosing CRM software. While deciding between Zendesk and Intercom, you should ensure the customization, AI automation, and functionalities align with your business goals. Intecom’s pricing strategies are not as transparent as Zendesk’s pricing. While Zendesk features are plenty, someone using it for the first time can find it overwhelming.

Zendesk meets global security and privacy compliance standards and includes features like single sign-on (SSO) to help provide protection against cyberattacks and keep your data safe. When selecting a sales CRM, you’ll want to consider its total cost of ownership (TCO). Zendesk has a low TCO because it has no hidden costs and can be easily set up without needing developers or third-party help, saving you time and money. Alternatively, Pipedrive users should prepare to pay more for even simple CRM features like email tracking, whereas email tracking is available for all Zendesk Sell plans. So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load.

Low total cost of ownership

It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes. Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He’s passionate about helping companies to succeed with marketing and business development tips.

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. When it comes to which company is the better fit for your business, there’s no clear answer.

Zendesk or Intercom: CRM

While both Zendesk and Intercom offer strong ticketing systems, they differ in the depth of automation capabilities. According to G2, Intercom has a slight edge over Zendesk with a 4.5-star rating, but from just half the number of users. Similar to Zendesk, though, users praise its ease of use and feature set. While no area of concern really stands out, there are some complaints about the company’s billing practices. While both Zendesk and Intercom offer the essentials, like ticketing, issue resolution, and automation, the devil’s in the details when it comes to which is best for your unique needs. Zendesk is designed with the agent in mind, delivering a modern, intuitive experience.

Hit the ground running – Master Tidio quickly with our extensive resource library. Learn about features, customize your experience, and find out how to set up integrations and use our apps. Handle conversations, manage tickets, and resolve issues quickly to improve your CSAT. Aura AI also excels in simplifying complex tasks by collecting data conversationally and automating intricate processes. When things get tricky, Aura AI smartly escalates the conversation to a human agent, ensuring that no customer is left frustrated. Plus, Aura AI’s global, multilingual support breaks down language barriers, making it an ideal solution for businesses with an international customer base.

The Zendesk chat tool has most of the necessary features, like shortcuts (saved responses), automated triggers, and live chat analytics. One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams. It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s.

Zendesk VS Intercom: In-Depth Analysis & Review

It really depends on what features you need and what type of customer service strategy you plan to implement. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently.

It can automatically suggest relevant articles for agents to share during business hours with clients, reducing your support agents’ workload. Chat features are integral to modern business communication, enabling real-time customer interaction and team collaboration. Often, it’s a centralized platform for managing inquiries and issues from different channels. Let’s look at how help desk features are represented in our examinees’ solutions.

According to the Zendesk Customer Experience Trends Report 2023, 78 percent of business leaders want to combine their customer service and sales data. The Zendesk sales CRM integrates seamlessly with the Zendesk Suite, our top-of-the-line customer service software. Unlike Zendesk, Pipedrive is limited to third-party integrations and doesn’t connect with native customer support software. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

Zendesk vs Intercom: Which one should you choose?

The top-tier Suite Professional plan, available at $149 per agent, provides the full range of Zendesk’s capabilities, including custom reporting, advanced AI features, and enterprise-grade support. When comparing Zendesk and Intercom, it’s essential to understand their core features and their differences to choose the right solution for your customer support needs. These include ticketing, chatbots, and automation capabilities, to name just a few.Here’s a side-by-side comparison to help you identify the strengths and weaknesses of each platform. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions.

In short, Zendesk is perfect for large companies looking to streamline their customer support process; Intercom is great for smaller companies looking for advanced customer service features. 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. For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users. If you want automated options, Intercom starts at either $499 or $999 per month for up to ten users, depending on the level of automation you’re looking for. On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate.

Integrating AI in the help center helps agents find answers to customer inquiries, providing a seamless customer experience. Zendesk’s AI offers automated responses to customer inquiries, increasing the team’s productivity, as they can spend time on the most crucial things. The Expert plan, which offers collaboration, real-time dashboard, security, and reporting tools for large teams, costs $139. The Essential customer support plan for individuals, startups, and businsses costs $39. This plan includes a shared inbox, unlimited articles, proactive support, and basic automation.

Help Center in Zendesk also will enable businesses to organize their tutorials, articles, and FAQs, making it convenient for customer to find solutions to their queries. The highlight of Zendesk is its help desk ticketing system, which brings several customer communication channels to one location. The software allows agents to switch between tickets seamlessly, leading to better customer satisfaction. Whether an agent wants to transition from live chat to phone or email with a customer, it’s all possible on the same ticketing page. It started as a ticketing tool just for customer service teams and has evolved over the years into a complete customer support platform.

Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools.

Intercom is more for improving sales cycles and customer relationships, while Zendesk, an excellent Intercom alternative, has everything a customer support representative can dream about. Intercom has more customization features for features like bots, themes, triggers, and funnels. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Zendesk has sales forecasting features that leverage previous sales data to help predict future outcomes, including revenue growth, cash flow, and the likelihood of winning a deal. This data can help eliminate unwanted surprises and give your sales team valuable insights to improve their strategy.

The Zendesk marketplace hosts over 1,500 third-party apps and integrations. The software is known for its agile APIs and proven custom integration references. This helps the service teams connect to applications like Shopify, Jira, Salesforce, Microsoft Teams, Slack, etc., all through Zendesk’s service platform.

By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. If your goal is to deliver outstanding customer support to your audience, then Zendesk is a good option.