Zendesk vs Intercom: the ultimate comparison by Ana Khlystova HelpCrunch

We will also consider customer feedback and reviews to provide insights into the usability of each platform. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also who are searching for conversational chatbot functionality. Their AI-powered chatbot can enable your business to boost engagement and improve marketing efforts in real-time. Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services. They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.

This enables your operators to understand visitor intent faster and provide them with a personalized experience. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.

Zendesk vs. Intercom at a glance

Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. With Intercom workload management tools, administrators can ensure that incoming conversations, traffic, and workload are evenly distributed among team members. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion.

• This is fine, as not every customer support team wants to be so available on the phone.
• Zendesk wins the self-service tools category because it provides extensive help center customization options.
• As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years.
• Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.
• While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other.

There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed. Intercom recently ramped up its features to include helpdesk and ticketing functionality.

Pricing: Zendesk Vs. Intercom

The helpfulness score predicts the relative value a user receives from a given review based on a number of factors. Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. Being my first time dealing with a migration, they were very patient with me as I guided myself through the process of migrating data.

• It is also not too difficult to program your own bot rules using Intercon’s system.
• It introduces shared inboxes tailored for different teams, such as sales, marketing, and customer success.
• Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software.
• Intercom also offers scalability within its pricing plans, enabling businesses to upgrade to higher tiers as their support needs grow.
• G2 ranks Intercom higher than Zendesk for ease of setup, and support quality—so you can expect a smooth transition, effortless onboarding, and continuous success.
• Now, businesses can leverage the power of AI on their current platform, saving time and resources.

In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business. To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy. Zendesk’s customer support is also very fast, though their live chat is only available for registered users.

Find out how easy it is to connect tools with Unito at our next demo webinar. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates. Additionally, only users with admin rights can export your Intercom information. Together, these security measures eliminate the dangers of data leak. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply.

Successfully Migrating from Zendesk to Intercom: A Guide from VPS

Zendesk’s advanced automation features make it the preferred choice for businesses seeking to optimize their workflow and enhance customer support efficiency. While Zendesk incorporates live chat and messaging functionalities to facilitate proactive customer engagement, it falls short of matching Intercom’s level of personalization. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are.

With plenty of accomplished data export/import experience, they can fin a solution to any challenge related to your help desk data import or even supply assistance during the complete data import and export. You can carry out records import in a few simple moves, applying our automated migration tool. If you’re trying to organize a elaborate data structure, feel free to go with our customized way. Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.

Feature Comparison

The chat enables you to send targeted, behavior based Zendesk messages to customers. One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. Support requests are managed as ongoing conversations rather than tickets which are shared via a unified inbox allowing multiple team members to share knowledge and solutions. For an area of focus as critical as customer support, it can mean the difference between a satisfied customer and a lost account.

Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Intercom also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger.

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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. Our breakthrough AI chatbot, Fin, can resolve up to 50% of support questions, instantly.

In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. You can see their attention to detail — from tools to the website.

Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. After closing the Intercom conversation, the customer now receives a well formatted email of their chat transcript and can reach back out on the thread if necessary. Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure.

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