Zendesk vs Intercom: A comprehensive comparison guide

Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom.

As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Intercom is the clear victor in terms of user experience, leaving all of its competitors in the dust. Zendesk is designed to fit your business needs whether you’re a fast-growing startup or a well-established company.

Reactive ticketing

With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk. It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs.

To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request.

Customer service has evolved.Zendesk hasn’t.

This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. 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. Real-time indicators show when someone else is viewing or replying to a request.

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk.

The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s used by over 25,000 customers, from small tech startups to large enterprises. If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk.

• That’s why it would be better to review where both the options would be ideal to use.
• Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required.
• Everything, from the tools to the website, reflects their meticulous attention to detail.
• 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.

The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential.

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That means we know which tools and capabilities agents need to deliver an exceptional customer experience. The right features and capabilities empower agents to take their customer service game to the next level. Check out our chart that lets you compare alternatives to Intercom at a glance. Our guide to Intercom alternatives makes it easy to compare competitors so you can choose the perfect customer service software for your business.

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. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform.

However, with Zendesk, agents can gain relevant context by viewing a customer’s profile and past interactions. Moreover, features such as typing indicators, delivery events, and rich message types like emojis, GIFs, etc. can give life to any conversation. In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools. Intercom has been marketing itself as a business messaging platform right from the start. The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more.

This has helped to make Zendesk one of the most popular customer service software platforms on the market. You get a dashboard that makes creating, tracking, and organizing tickets easy. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers.

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Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. While Intercom does not offer free trials, they do offer demo versions of each plan.

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• Additionally, the platform allows for customizations such as customized user flows and onboarding experiences.
• Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool.
• If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff.
• With many Intercom alternatives to consider, our related guides make comparing them a cinch.
• You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents.