Zendesk vs Intercom: In-Depth Features & Price Comparison

However, reading the reviews, it’s probably more accurate to say that Zendesk is “mixed” on customer support, whereas Intercom doesn’t have a stellar record. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows.

Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over 40 compatible phone and video integrations. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs.

Zendesk Competitors: Which Support Tool Is the Best in 2023?

For an additional widget and 3 auto messages & pop-ups, you are charged $12/month. The Advanced & Enterprise is ideal for medium-sized and large organizations due to features like lead routing, Fastlane, multiple languages, and custom RBAC. You are provided live agent support 24/7 for 365 days at $1/ hour. The best part here is the business model allows for the Tawk API features to be 100% free, with no hidden agendas.

Olark allows authorized storage of customer data in your CRM and provides in-depth reporting to help you ensure a smooth customer experience. These various sets of features can all be managed conveniently in the Tidio shared inbox, which acts like a standard dashboard for all platforms. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk. When performing the synchronization periodically, Skyvia does not load all the data each time. It tracks changes in the synchronized data sources and performs only necessary data changes. It offers powerful mapping features, allowing you to sync data with different structure.

Get started with these dedicated Intercom + Zendesk resources for Unito users

All three of them will help you integrate with other systems, but one of the things you wanna think about is how complex it’s gonna be to set up a specific channel. Is it just a matter of copying and pasting some API keys or something else? Or do you really have to go out of your way and build an entire integration with something else just to be able to send SMS. This is a pretty common request these days, specifically companies will say, “You know, hey, we wanna improve our onboarding flow after users sign up”. The point is to send those messages at maybe very specific actions or points, and then guide users along a certain path or journey you wanna take them. Easily find customer profiles to ensure you’re providing them with the best possible service every single time.

This approach not only enhances user understanding but also significantly boosts user engagement. When comparing the cost of Intercom to Zendesk, it’s important to consider the pricing structures and potential variations based on your specific customer support and engagement needs. While Zendesk is a widely used and versatile customer support and engagement platform, it’s important to consider whether there might be a better software solution tailored to your specific needs. 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.

Zendesk vs. Intercom: Features comparison

While Zendesk offers a comprehensive set of features, other platforms may excel in certain areas or provide more tailored solutions that align better with your customer support strategy and objectives. ThriveDesk empowers small businesses to manage real-time customer communications. Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow. With its integrated suite of applications, Intercom provides a comprehensive solution that caters to businesses seeking a unified ecosystem to manage customer interactions.

• Avoid cherry-picking and shared inboxes by using Dixa’s Conversation Offers and Intelligent Routing.
• In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.
• I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two.
• Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.
• You will have a chance to confirm your subscription before starting.

Gain valuable insights with Intercom’s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies. Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late.

What Is Intercom?

Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. 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. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.

As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term.

Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly. Easily track your service team’s performance and unlock coaching AI-powered insights. G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success.

Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. 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 its messenger. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality.

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