Zendesk Chat vs Intercom Which One Should You Use?

There are several notable alternatives to Intercom in the customer support and engagement space, including Zendesk, Freshdesk, Help Scout, HubSpot, and Zoho Desk. There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. Zendesk chat vs Intercom offers similar chat features but still has a couple of differences.

• If you’re a sales-oriented corporation, use Intercom for its automation options.
• This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster.
• Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates.
• Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution.

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. 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. Did you know that integrations between Zendesk and Intercom are possible?

Intercom Vs. Zendesk – Comparison

Our breakthrough AI chatbot, Fin, can resolve up to 50% of support questions, instantly. Fin sets the new standard for AI in customer service, dramatically reducing support volume, unlocking 24/7 support, and delivering CSAT-boosting service. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions.

They both offer some state-of-the-art core functionality and numerous unusual features. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality.

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Its service also offers automated ticket distribution, workflow automation, automatic notifications, and more to create a seamless support process for your team. LiveAgent is an Intercom alternative you might want to consider as it offers a number of support features that Intercom doesn’t. Built-in call center support, SLA management, audit logs, and success managers are all available with LiveAgent’s tool. Do you want all of the features that the big services have, but are a bit strapped for cash?

Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. 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. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing.

Zendesk vs. Intercom at a glance

Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.

Create entry rules that trigger when the messaging campaign begins, choosing the target audiences and when follow-up messages generate. Create code-free screencast tours of products, websites, webpages, and applications within your website. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues.

Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further. It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. This method helps offer more personalized support as well as get faster response and resolution times.

Intercom costs can go even higher with custom add-ons such as Product Tours (from $199/month, Advanced lead generation (from $499/month), Advanced customer engagement (from $499/month), etc. With Zendesk, you can easily sort or filter your tickets using parameters such as date, ticket priority, tags, source, and more. Now, when it comes to customizing your dashboard and making it suitable for your unique needs, Zendesk does a good job. The tool can be integrated with 500+ business apps including Zendesk Explore, which offers you relevant omnichannel analytics and customer engagement metrics.

Knowledge Base Features

To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. They’ve been marketing themselves as a messaging platform right from the beginning. Get ahead of issues before they happen with in-context, automated messages.

Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. Intercom and Zendesk both offer comprehensive customer support solutions. As two of the most popular and effective customer support solutions on the market, Intercom and Zendesk often compete head-to-head to win the business of companies like yours. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too.

IOS and Android apps will help you view, manage, and respond to customer conversations from your mobile device. Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans. The design of the interface is fresh and clean and the user dashboard offers a lot of information. Once you login you’ll notice that the interface is pretty intuitive and easy to use. The Intercom Platform shows you who your customers are and what they do in your web or mobile app, for free. And just off the top of mine now, I hear a lot about companies like Braze, Mixpanel, of course, has a messaging function built into it, Pendo might.

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