Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

intercom vs zendesk

You can also integrate apps like Google Meet or Stripe to create more engaging experiences for your customers. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. However, the right fit for your business will depend on your particular needs and budget.

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In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have and cons, it can be difficult to decide which one is right for your business. To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

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By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. 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 started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco.

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The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. When making your decision, consider factors such as your budget, the scale of your business, and your specific growth plans. Explore alternative options like ThriveDesk if you’re looking for a more budget-conscious solution that aligns with your customer support needs. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities.

See which Zendesk plan works best for you.

If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month. Multilingual content and other advanced features come with a $49 price per agent per month. 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. Founded in 2007, Zendesk started as a ticketing tool for customer success teams.

intercom vs zendesk

It doesn’t require a team of administrators to manage and its toolset is robust without being complex. Reporting tools are essential to helping support leaders analyze and improve their customer support operations. For an area of focus as critical as customer support, it can mean the difference between a satisfied customer and a lost account. When it comes to customer support software, Zendesk is #1 in popularity and brand recognition.

This can make it more difficult to import CRM data and obtain complete context from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. 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.

intercom vs zendesk

Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution. This differentiates it from Zendesk, which offers a more traditional CRM experience. Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email. This makes it a great choice for businesses that want to provide their customers with a more personal experience.

While Zendesk offers 24/7 support, Intercom only provides support with live agents during business hours. So Zendesk takes the edge when it comes to customer support, but at the end of the day, you will receive great support from either option. Intercom and Zendesk both have knowledge bases to help you get the most out of their platforms. Zendesk’s knowledge base is easy to navigate, dividing articles into a few main topics so you can find what you’re looking for quickly.

Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans. On the other hand, if you prioritize customer engagement, sales, and personalized messaging, Intercom is a compelling option, especially for startups and rapidly scaling businesses. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget. Both platforms offer distinct strengths, catering to customer support and engagement aspects.

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