Intercom vs Zendesk: Which Customer Support Solution is Right For Your Business?

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However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Zendesk offers robust, pre-built reports for sales and support teams.

I’ll dive into their chatbots more later, but their bot automation features are also stronger. Intercom, on the other hand, has a robust self-service support layer. Not only can you share relevant answers and help center articles as customers are typing but you can also use bots designed to reduce repetitive questions. Additionally, you can create custom bots that collect up-front information, help prioritize urgent issues, and connect customers to the right people on your team. Intercom on the other hand is a Conversational Relationship Platform (CRP).

Zendesk vs. Intercom pricing

That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. In summary, choosing Zendesk and Intercom hinges on your business’s unique requirements and priorities. If you seek a comprehensive customer support solution with a strong emphasis on traditional ticketing, Zendesk is a solid choice, particularly for smaller to mid-sized businesses. Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools.

They deeply integrate with Shopify that helps support agents to deliver excellent customer support seamlessly. 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 is angled more for managing customer support, while Intercom is better for managing customer relationships

So we see JavaScript here, we see backend libraries, no, not at a lot of integration with other things like Segment. The actual visual work is actually very similar to what you would see at somewhere like Mixpanel or Amplitude or really any event tracking analytics tool. You have events, you have user attributes, you identify users, and so on. So really from the visual perspective, all three of them would be very similar, if you look at just integrations, like an app store, or if you go to different tools, Intercom will do much better. Now all of them will tend to have an API you can work with, that you can send data to, so we don’t really compare on that. We assume that, if we wanted to work directly with the API, we do that.

Zendesk offers tiered pricing based on the level of service you need, the size of your teams, and other factors. Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing. After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools. It tends to perform well on the marketing and sales side of things, which is key for a growing company. 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.

There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same. You can probably find ten, twenty, thirty options that will all do very similar things. You can try any plan free for 15 days and get the look and feel of the tool before making any commitments. Considering its affordable pricing, ProProfs can be a great option for small to medium-scale businesses.

• This is because it comes with a free option, which is ideal for startups on a limited budget.
• When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.
• Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product.
• Zendesk maps out each activity a visitor performs on your website.
• However, ZenDesk has recently undergone a rebranding and is steadily pushing away customers who require complex solutions.

The chat enables you to send targeted, behavior based Zendesk messages to customers. Intercom features phone support, online support, and a knowledge base. Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late.

Mobile application

The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.

In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. Although Shopify is pretty much what everyone talks about when it comes to starting an ecommerce store, other platforms also cater to this market. The most popular ones are WooCommerce, BigCommerce, Squarespace & Magento. I’ll walk you through the top areas where Gorgias & Intercom differ in capabilities and functionality. We also understand that they are our competitors, and so we have taken the utmost care to provide our readers with an unbiased analysis while comparing the two tools. Our team of CX consultants would be happy to show you a demo or answer questions.

Intercom vs Zendesk: pricing

Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. There are pre-built workflows to help with things like ticket sharing, as well as conversation routing based on metrics like agent skill set or availability. There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. In the category of customer support, Zendesk appears to be just slightly better than Intercom based on the availability of regular service and response times.

The bot feeds customers and employees the relevant articles upon making a query. The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs.

Zendesk VS. Intercom for Customer Support: Pricing

Read more about https://www.metadialog.com/ here.

• When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience.
• Every feature is available in the broadest option, Zendesk Suite, which is the version most companies would be implementing.
• While there is an abundance of help desk tools available out there, only a few get the fervour when it comes to value for money.