Zendesk Vs Intercom: Discovering The Perfect Helpdesk Match!

The program is simple to use and includes all of the necessary capabilities for providing good customer service. 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. Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk unifies all of your customer interactions into one platform. The software helps you to keep track of all support requests, quickly respond to questions, and track the effectiveness of your customer service reps. 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.

For example, if your agents see there is a spike in call volume or messages coming in from a certain channel, they can direct their attention to where customers need support the most. Those looking for the most advanced real-time analytics for making educated decisions should look to Zendesk for their customer service needs. Zendesk aims to improve customer service for all of its clients, building software that exceeds customer expectations and sets support teams up for success.

Zendesk vs. Intercom: FAQ

On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. 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. Zendesk is marketed more as a solution for customer support and tickets, while Intercom has more built-in CRM features. Intercom isn’t quite as good as Zendesk when it comes to customer service, but it has more features for sales and nurturing leads.

• The two main types of automated workflows in Zendesk are triggers and automations.
• While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams.
• What makes Desku unique is that it has competitively priced services with similar features as those provided by other companies but at a lower cost.
• Intercom does not have a built-in call center solution, but you can integrate Intercom with other call center software.
• The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics.

What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Learn how top CX leaders are scaling personalized customer service at their companies.

Pricing: Zendesk Vs. Intercom

There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services. In today’s hyper-competitive, hyper-connected globalized economy, customer experience has become a fundamental differentiator. As customers’ needs are constantly evolving, businesses must adapt and keep up to guarantee the best customer experience and satisfaction. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.

It allows agents to provide personalized support using voice over internet (VoIP) technology. Intercom’s helpdesk is complementary to their chat tools, which remain the core feature of their platform. It consolidates customer requests into one inbox and allows agents to leave private notes for each other. It is well designed and easy to use but lacks the advanced features offered by Zendesk. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.

Although Zendesk does not have an in-app messaging service, it does have one unique feature, and that is its built-in virtual call assistant, Zendesk Talk. It is a totally cloud-based service; you can operate this VOIP technology by sitting in any corner of the world. You will be able to find the most common chatting system with a single communication channel. So, communicating with customers on different communication channels would be difficult on Intercom. Zendesk has been ruling the market for ages due to its multi-communication and ticketing system. Whether it’s about communicating via phone, email, or social media, Zendesk will always stay upfront.

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. These plans include all the features available for email, live chat, voice, and social media support. An important feature Zendesk offers that Intercom lacks is more advanced, real-time analytics. These analytics provide recent and relevant data to make better decisions for both your agents and your customers. This is because it can deliver value at every stage of the customer lifecycle, regardless of the nature of your business. Intercom’s email marketing service, especially when combined with their in-app messages and live chat, provides a powerful solution for interacting with your customers.

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