Intercom vs Zendesk What are the differences?

In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan.

Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior. Zendesk chat provides a personal connection with customers who need support. Both Zendesk Chat and Intercom have a free trial available and a freemium model to test out which chat service will work best for your company. Intercom features phone support, online support, and a knowledge base. Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources. Its tight focus on customer support keeps things simple, especially when people are learning the software.

Improve Your Intercom to Zendesk Migrate with These Features

This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary. Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. Founded in 2011, Intercom has quickly become one of the most versatile and comprehensive customer support tools on the market and they are showing no signs of slowing down. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible.

It’s well-suited for organizations aiming to enhance customer engagement through real-time communication. Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell, available for an additional cost, starting at $19/agent/month.

Knowledge base

I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. With simple setup, and handy importers you’ll be up and running in no time, ready to unlock the Support Funnel and deliver fast and personal customer support.

Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs.

Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. Picking customer service software to run your business is not a decision you make lightly. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system.

What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo.

Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine.

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