Zendesk Chat vs Intercom Comparison

Zendesk vs Intercom A Detailed Comparison

zendesk chat vs intercom

With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, zendesk chat vs intercom the order in which they appear). This site does not include all software companies or all available software companies offers. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.

  • But we doubled down and created a truly full-service CX solution capable of handling any support request.
  • With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle.
  • The chat automation features available with Intercom are helpful for your support team and help your customer conversations stand out from the crowd.
  • When you combine the help desk with Intercom Messenger, you get added channels for customer engagement.

An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. Learn how top CX leaders are scaling personalized customer service at their companies. Learn all effective automations you can implement in your customer service ticketing system. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Zendesk pricing is divided between a customer support product called “Zendesk for support”, and a fully-fledged CRM called “Zendesk for sales”.

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Zendesk is primarily a ticketing system, and its ticketing capability is overwhelming in the best conceivable manner. All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them. It’s clear that both of these tools are designed for different use cases. Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. Zendesk is a customer service platform that allows you to communicate with customers via any channel.

However, if you’re looking for support that goes the extra mile, look no further than Ada. Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. As a call center solution, Zendesk is quick to set up and easy to manage. Due to its cloud-based nature, your agents can be located anywhere in the world, as long as they have a headset and an Internet connection. Another feature Intercom offers that Zendesk doesn’t is email marketing tools.

At a glance: Zendesk vs. Intercom

Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. Check out our list of unified communications providers for more information. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback.

  • She also empowers business leaders with unbiased data-driven information needed to run their SMBs.
  • Zendesk for sales starts at an affordable monthly rate, but you’ll have to purchase higher tiers in order to integrate with services like Zapier or HubSpot.
  • Salesforce is a customer relationship management platform that provides businesses with a channel to communicate with their customers, forecast revenues, and monitor their leads.
  • Zendesk wins the self-service tools category because it provides extensive help center customization options.
  • Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.
  • If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent.

Depending on your needs, you can set up Intercom on your website or mobile app and add your automations. Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans.