Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. Massive enterprises like Meta, Square, Zoom, and other global industry leaders trust Ada to automate their interactions. Ada's services have helped improve the customer satisfaction rate of their clients. They provide advanced AI solutions to help companies manage complex internal issues more efficiently than other industry leaders.

With the through each product, you can make use of both platforms to provide your customers with comprehensive customer service. 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. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Intercom also offers a 14-day free trial, after which customers can upgrade to a paid plan or use the basic free plan.

Comparison Zendesk vs Intercom:

Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent's assigned leads. Keeping this general theme in mind, I'll dive deeper into how each software's features compare, so you can decide which use case might best fit your needs.

• The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world.
• Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation.
• If you go through Zendesk’s reviews and ratings section, you will get to see a long list of positive appraisals.

This is fine, as not every customer support team wants to be so available on the phone. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. 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. The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked.

About Intercom

Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. You can also follow up with customers after they have left the chat and qualify them based on your answers. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely.

We make it easy for anyone within your company to access contextual customer information—including their conversation and purchase history—to provide better experiences. In fact, the Zendesk Marketplace has 1,300+ apps and integrations, from billing software to marketing automation tools. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate. It divides all articles into a few main topics so you can quickly find the one you’re looking for. It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues.

Zendesk has a modern, easy-to-use interface that is easy to get around. Its easy-to-use design lets agents access and manage customer tickets, keep track of conversations, and see important information quickly. The user interface can be changed in a lot of ways, so businesses can make it look and feel the way they want it to. On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads.

But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. 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. Get ahead of issues before they happen with in-context, automated messages. Intercom is human-powered and AI-enhanced, helping you deliver personalized, conversational support that scales with your business.

See for yourself how transforming your customer support can help improve ROI. Here is a Zendesk vs. Intercom based on the customer support offered by these brands. While Intercom is great for tracking user-centric metrics, Zendesk can provide a more comprehensive look at overall customer support performance. 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. If your company is looking for customer support software, you have likely heard of Intercom and Zendesk. The offers that appear on the website are from software companies from which CRM.org receives compensation.

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