Zendesk vs Intercom: Which Solution to Choose in 2024?

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zendesk or intercom

Read these resources to learn more about why users choose Zendesk vs Intercom. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. Has live chat analytics to monitor customer satisfaction, employee performance. Overall, Zendesk’s Chat is less customizable than Intercom’s but still has all the essentials.

zendesk or intercom

Zendesk and HubSpot are two of the best marketing CRMs, with Zendesk being the best for boosting conversions and HubSpot being the best for cross-channel lead nurturing marketing. However, HubSpot beats Zendesk for its comprehensiveness and free version offering. HubSpot CRM also made it to our list of the best CRM software for small businesses, especially for scaling startups. It’s also one of the best contact center CRM and best free CRM systems. Zendesk Sell integrates with popular applications, including HubSpot. However, compared to HubSpot, Zendesk Marketplace offers fewer integrations.


With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration.

zendesk or intercom

If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Picking customer service software to run your business is not a decision you make lightly. The company launched its platform last 2016, and as of today, they are one of the most robust AI chatbot software in the industry. When it comes to automation, Ada can help companies automate up to 80% of their customer inquiries. In fact, Zoom is the world’s fastest-growing company and uses Ada to automate 70% of their sales inquiries via our conversational marketing tool Ada Engage.

Intercom vs. Zendesk: Comparison and Alternatives

Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. As time passes by, the line between Intercom and Zendesk becomes more blurred as they try to keep up with one another and implement new features, services, and pricing policies. At the end of the day, there is not a universally better option, just one that suits your needs and preferences the most. The difference in prices between plans is so significant because of the features each of them provides. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option.

zendesk or intercom

Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Zendesk offers robust, pre-built reports for sales and support teams. Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. 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. FreshDesk also has an AI-powered support chatbot with predictive support capabilities and a service field management platform.

This is especially helpful for smaller businesses that may not need a lot of features. Slack Connector for Workflow Builder (Support) lets anyone create time-saving workflows using clicks, code, or a mix of both. Pre-built connectors allow you to instantly bring your favorite apps and services into your workflows with drag-and-drop simplicity.

  • The cheapest plan for small businesses – Starter – costs $89 monthly, including 2 seats and 1,000 people reached/mo.
  • In the first place, we’ll talk about pricing, support options, and ease of use.
  • The difference in prices between plans is so significant because of the features each of them provides.
  • In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date.
  • Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition.
  • While Zendesk’s pricing may seem confusing at first glance, it’s much easier if you choose to purchase one of their Zendesk Suite plans.

The LiveChat platform handles hundreds of millions of chats each year—hence why LiveChat is one of the top providers of customer service solutions today. The Answer Bot tool seamlessly integrates with your knowledge base, delivering automatic suggestions to relevant articles. This saves your customers time when finding solutions and reduces the workload of your support agents. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context.

Intercom VS. Zendesk: Feature Analysis

In-app messages and email marketing tools are two crucial features that Zendesk lacks when compared to Intercom. Intercom, on the other hand, lacks key ticketing features that are critical for large firms with a high volume of customer assistance. It’s clear that both of these tools are designed for different use cases. Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users.

Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide.

Of course, maybe your own particular issues are more complicated than that. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. Groove has put together an informative review of both brands to highlight the similarities and differences to allow you to make the right choice. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Understand essential metrics to track, top tools to check out, and common…

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The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things.

Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​.

zendesk or intercom

We’re sharing our picks of the best AI tools and looking at how AI can improve customer service operations without compromising on quality and connection. Any business knows that the front desk is where everything happens. It’s where customers ask the questions that may result in the largest sales in your company’s history.

  • Creating multiple support request forms to quickly find out the most relevant problems of your clients.
  • The first is proactive, in-app messaging, and the second is email marketing capabilities.
  • The user experience is similar to that of a Facebook Messenger chat.

With all accounted for, it seems that Zendesk still has a number of user interface issues. 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. By the end of the article, you’ll zendesk or intercom not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

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With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite. It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools.

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