Zendesk vs Intercom: In-Depth Features & Price Comparison

Zendesk has a help center that is open to all to find out answers to common questions. Apart from this feature, the customer support options at Zendesk are quite limited. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform.

The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. 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. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. 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.

ticketing system tips for outstanding customer service

They also offer a comprehensive knowledge base that includes articles, videos, and tutorials to help users get the most out of the platform. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible. So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds.

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Everything, from the tools to the website, reflects their meticulous attention to detail. When it comes to the design and simplicity of the software for customer use, Zendesk’s interface is somewhat antiquated and cluttered, especially when it comes to customizing the chat widget. It can be classified as a chatbox for average users, just like the ones found on a variety of websites. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports. These products range from customer communication tools to a fully-fledged CRM.

Zendesk customers are switching to Intercom every single day

You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better? These are both still very versatile products, so don’t think you have to get too siloed into a single use case. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. Yes, HubSpot allows users to integrate with Zendesk in the same way Zendesk allows a smooth integration with HubSpot.

With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk. It has a very intuitive design that goes far beyond its platform and into its articles, product guides, and even its illustrations. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged.

Users can submit support tickets through the platform, and customer support teams can manage and track those tickets to ensure they are resolved promptly. Intercom and Zendesk offer a range of features to help businesses manage their customer interactions. While Intercom focuses more on customer messaging and personalization, Zendesk focuses more on traditional customer support ticket management. Ultimately, the choice between these two platforms will depend on the specific needs of the business and the type of customer interactions they are looking to manage.

She also empowers business leaders with unbiased data-driven information needed to run their SMBs. She has worked with web publications and tech brands such as U.S News & World Report, Elevato, LeadDyno and OMTech. We recommend using the available 14-day free trials to get a feel for which one of these two CRM tools best suits your business needs. In conclusion, Intercom and Zendesk have implemented robust security measures to protect their clients’ data.

If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.

Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. The Sell dashboard, different from the Service dashboard, features pre-built widgets that intercom vs zendesk agents can organize however they want, to view the metrics they care most about. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers.