Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS. Proactive support means fewer questions for your team and much happier customers. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included.

Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.

Pricing: Zendesk vs Intercom

Check this ultimate Intercom vs Drift comparison to choose the best messaging platform for your customer support, marketing, and sales. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. In a nutshell, none of the customer support software companies provide decent assistance for users. The cheapest plan for small businesses – Starter – costs $89 monthly, including 2 seats and 1,000 people reached/mo.

Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. There’s plenty of information about customer support and ticketing software options. Read these resources to learn more about why users choose Zendesk vs Intercom. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more. If that sounds good to you, sign up for a free demo to see our software in action and get started.

Intercom Versus Zendesk: Support

Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready.

Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. They’ve been marketing themselves as a messaging platform right from the beginning. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. This website is using a security service to protect itself from online attacks.

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. ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners. Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics. Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently.

Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay.

In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Unlock your customer experience (CX) potential with the best customer service software. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.

Setting up Intercom help centers is also very easy and intuitive, with no previous knowledge required. Kustomer is a customer messaging software that manages high support demands by enhancing experiences throughout a customer’s service journey. This Intercom competitor can respond to customers across various social platforms and connect them to the appropriate agent for the job. Ada also allows its consumers to leverage their services over mobile SMS, WhatsApp, Facebook Messenger, Apple Business Chat, and more platforms. Furthermore, there are over 100 languages available within the platform, so language barriers will never be a problem with this customer messaging software. These features demonstrate that Ada is the most flexible platform available, especially for SMEs or eCommerce businesses, at a fraction of the cost.

Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike. After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic.

But in case you are in search of something beyond these two, then ProProfs Chat can be an option. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option. That’s why it would be better to review where both the options would be ideal to use.

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Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. 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. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior.

Once, the ticket is created, customers get a notification that their issue or request has been received and registered. Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead. With Zendesk, businesses can build a dedicated help center and a community forum to encourage customers to resolve issues at their own pace- while reducing the ticket volume.

• Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it.
• That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall.
• Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents.
• No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster.

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