Zendesk vs Intercom: In-Depth Feature & Price Comparison

zendesk vs intercom for customer support

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Help desk SaaS is how you manage general customer communication and for handling customer questions. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. In 2023, conversational messaging will play an essential role in customer service.

zendesk vs intercom for customer support

Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively. Administrator reports allow managers to observe real-time CSAT scores, conversation volume, first response time, and time to close. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help.

Works with any cart platform

And when it comes to help desk software, Zendesk is arguably the most popular one among them. So, if you are a fast-paced company looking for a tool to match your speed, Intercom could be the right customer support software solution for you. Additionally, one of the center features that I love using is the customization options that actually offer metadialog.com a rather original journey for the customers. Let it be custom properties, custom surveys, or custom reports; you can shape everything according to your team’s and customers’ needs. Unlike other platforms that charge per seat, Gorgias charges per billable ticket. A billable ticket is a ticket that is responded to by either an agent or a rule.

Is Zendesk similar to Intercom?

Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

For instance, Kustomer users have found it complicated to build reports and filters.At $29 per user per month, its basic plan can only be accessed by 10 users. However, there are no such user limits when you upgrade to other plans. Note that Groove doesn’t provide a wide range of integrations (which isn’t a problem with Zendesk). It does not use sound alerts to notify you about new tickets, which can be a problem if you’re not always on the Groove interface. Also, Groove HQ does not have the same functionality as the regular Gmail app, so you won’t be able to do things like download several files at once or delete an already sent message. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data.

Zendesk vs. Intercom pricing

Its unlimited seats on the $99/month plan make it an attractive option for growing teams that need a scalable solution without incurring additional costs per agent. Gist offers a range of features, such as live chat, email marketing, and a knowledge base, allowing your team to effectively support and engage with your customers. The company prides itself on building software that offers the best customer experiences.

Live Session Support Software Market Next Big Thing: Avaya, Richpanel, Intercom – openPR

Live Session Support Software Market Next Big Thing: Avaya, Richpanel, Intercom.

Posted: Tue, 23 May 2023 07:00:00 GMT [source]

If you’ve researched customer support tools, you would’ve definitely heard of Zendesk. There are many businesses that use Zendesk to offer support via voice, chat, email, messaging, social channels, and other touchpoints. Third-party integrations make it easier to manage customer data, segment customers, and send targeted marketing messages. They help you create an omnichannel help desk solution instead of paying for different tools. Examples include integrating your CRMs and marketing automation tools. Customers now expect a more personalized experience, and businesses try to give them the best service possible for their satisfaction.

Help Scout vs Intercom: Is It a Tie After All?

The software is versatile and allows agents to connect with clients via chat, email, phone, or social media. If you are looking to deflect support requests to self-service options, then Kustomer has no-code chatbots available to help. The only downside to this Zendesk alternative is that it is a bit costly, and pricing can be confusing. Moreover, companies that have customer-centric teams may not like that Kustomer offers so many deflecting requests. HubSpot Service Hub is a cloud-based customer service platform that aims to simplify the process related to customer support. HubSpot can work for companies of nearly every size, allowing users to quickly connect via conversational bots, live chat, canned responses, and phone calls with live agents.

  • Smart AI-Features help in summarising the whole conversation with your customers to avoid reading it whole email to know the query along with knowing the sentiment of customers.
  • However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.
  • And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up.
  • Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs.
  • Once you login into your account, a live chat popup is available if you have questions that need quick answers.
  • Another feature Intercom offers that Zendesk doesn’t is email marketing tools.

Intercom offers all the features you’d look for in a customer support solution. Its flagship feature – Engagement OS, will help your agents avoid repetitive tasks, route customers to the right agents, and more. Onboarding and support are offered at additional premiums.But if you run large commercial operations and rely on automations to reduce the legwork, Intercom might work well for you.


For businesses looking for basic chat and messaging features, Intercom charges a flat fee of $59 per month for its Start plan with one user and $119 per month for its Grow plan with up to 5 users. It sets the perfect platform for collaboration between your sales and support teams. For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members. Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Most help desk systems offer complementary features such as chat, and knowledge base. For Intercom, it’s the opposite as ticket management appears to be a complementary feature.

zendesk vs intercom for customer support

And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. If you thought that Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’re going to pay for Intercom at the end of the day.

Join 10,000+ teams creating better experiences

Access to this page has been denied because we believe you are using automation tools to browse the website. If you don’t go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.

Does IKEA use Zendesk?

Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.

Unify Customer Queries from multiple platforms in one and never miss out on any customers. Self-Service smart features like AI-powered Knowledge Base help customers or visitors to first go through guidance before reaching out to your support team. However, if you are looking for Zendesk features such as live chat, chatbots, etc then Jetdocs is not the platform for you. Jetdocs excels at B2B ticketing experience with features tailored for such an environment but lacks some aspects the B2C & D2C companies require.

Live chat and messaging

It allows companies to streamline customer support processes, automate workflows, and provide better customer experience. Today, our focus is on Zendesk vs. Freshdesk, two popular customer service platforms offering a range of features to help businesses manage customer service operations. In summary, the best alternative to Zendesk depends on your unique business requirements and use case. Jetdocs is the top choice for teams focusing on ticketing solutions, while Intercom excels in offering a comprehensive customer experience platform. Gist presents an affordable option with unlimited seats, JitBit caters to businesses seeking a self-hosted solution, and Crisp.Chat provides an amazing free live chat service. If you’re looking for the best messaging option or a tool that offers the best interface, choose Intercom.


With the Conversational Customer Engagement Plan, you can keep your current customers engaged by sending them feature updates, promotions, banner messages, and other exciting content. In this Customer Service Benchmark Report, find out how quickly teams respond to their customers, what channels they use, what… You can get a free trial period of 15 days, access to 24/7 support, and personalized onboarding services, but only on their $65 pricing plan.

Zendesk has a slight edge when it comes to ticketing, but Intercom’s automation makes up for it

You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions. However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options.

  • The key difference is that Freshdesk focuses on affordability and usability.
  • So when I realized lots of companies actually prefer Zendesk over Intercom, I was surprised.
  • There’s a specified amount of funding you must have gotten, unlike Zendesk.
  • Best for Teams looking for an advanced platform to engage with customers in meaningful ways and analyze customer feedback in real-time.
  • However, if we look at Service Hub only, it’s common to think about Zendesk, Intercom, Freshdesk or Crisp.
  • Intercom has Articles as a knowledge base solution for self-support, as well as internal support.

The platform is gradually transforming from a platform for communicating with customers to the tool that helps you automate every single aspect of your routine. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style.

zendesk vs intercom for customer support

Is Zendesk good for customer service?

“Zendesk helped us quickly get control once volumes spiked, both in understanding what was happening and in the handling of the queries.” “Having Zendesk as a stable force… meant we could identify any potential customer issues and quickly get those rectified.”

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