Intercom vs Zendesk: Which One is Right for Your Business?

Monday, April 3rd 2023.

intercom versus zendesk

Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. 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.

intercom versus zendesk

But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.

An All-on-one CRM Platform for a Better Customer Experience

Kustomer allows users to see the whole picture of each client and update every system at once, saving energy and time. The integrations mentioned above allow you to see and edit order details and process refunds right through the help desk, thus saving you time. Aside from eCommerce integration, Gorgias also integrates well with social media platforms such as Facebook and Instagram. The integration with social media allows you to track conversions coming from those channels. Help Scout is a Zendesk alternative that works well for small businesses. The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies.

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 AI-powered reports, you can track key customer service metrics and improve your ticket response time. Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together. Zendesk Message and chat enable users to connect to their customers on a scalable app.

Different Criteria Used to Differentiate Zendesk & Intercom

I use this experience to work closely with VPS’ customers and platform partners on how to best derive value from our solutions. Some objects are easier to transfer than others, depending on how similar they are between Zendesk and Intercom. For example, transferring companies is relatively easy, as both platforms have a similar concept of a company object with similar fields. Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer. Zendesk’s help center is feature-rich and helps you organize and store knowledge in a central location. You can enjoy the complete freedom to organize content to make it easier for customers to find the right solutions to their problems.

  • The offers that appear on the website are from software companies from which receives compensation.
  • Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues.
  • Once you add live chat to your website, your visitors will be able to reach you through the chat widget.
  • To begin with, communication with customers is important these days.
  • You get call recording, muting and holding, conference calling, and call blocking.
  • Customer support is an important part of any business, and Zendesk’s customer support agents are no exception.

Thus, it leaves your team to solve more important customer requests. Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk.

Reporting and analytics

There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication.

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Posted: Thu, 19 Jan 2023 08:00:00 GMT [source]

As we could see, Intercom, Drift, and Zendesk’s messaging and style are quite different in terms of tone, approach, and visual content. Intercom, Drift, and Zendesk newsletter highlights trending topics in customer support, product management, and startups. Although Intercom’s plans are more expensive than Zendsk’s, the platform is also simple to use and very responsive. Intercom is a better fit if you use a lot of third-party apps for collaboration, marketing, and project management.

Zendesk vs. Freshdesk: Our verdict

If you wish to strengthen both your sales and customer support teams and enjoy plenty of integrated features, go for Zendesk. On the other hand, if you are looking for a feature-rich tool that comes at less than half the cost of Zendesk and Intercom, then ProProfs can be your ideal support partner. Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc. On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune. Therefore, businesses that have small customer service teams and are on a budget, will struggle with Zendesk’s high pricing. To begin with, communication with customers is important these days.

intercom versus zendesk

We assume that, if we wanted to work directly with the API, we do that. As we see, we have some of the backend libraries here, here’s a JavaScript library, mobile libraries, an integration with Segment, which they build right away. One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition.

Zendesk vs Intercom: 2023 Explicit Comparison

So, depending on your use cases we will have different “best” Zendesk alternatives for you. We have tried to mention a few general use cases, please let us know if you would like us to add more alternatives for your industry-specific use case. Furthermore, for some addons such as Chatbots, you don’t even know what the costs would look like because you would need to go through the third-party service provider to build it as per your requirements.

  • Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer.
  • There’s integration for everything, live chat, ticket systems, self-service, etc.
  • Are you looking for an alternative to Zendesk to provide excellent customer service?
  • They’ve been rated as one of the easy live chat solutions with more integrated options.
  • Their customer service management tools have a shared inbox for support teams.
  • Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process.

The platform is popular because it offers many options for companies of all sizes and budgets, making it appealing to enterprises and startups. Groove is another Zendesk alternative that is great for streamlining customer inquiry and support processes. Using this software, agents can provide customer support through Facebook, Twitter, email, phone, live chat, or text messages. Moreover, Groove allows multiple agents to work collectively on one support item as needed in real-time. Agents collaborating using Groove can do so using private internal means or customer-facing channels. Gorgias is an excellent option for small businesses that use Shopify, as this software is focused on eCommerce and small businesses.

What is cheaper than Zendesk?

The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). JitBit's cloud application does not overwhelm you with features.

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