Zendesk vs Intercom Comparison 2023: Which One Is Better?

So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place.

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. Here’s a list of criteria we’ve used to differentiate the two for you. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service.

Team-oriented

But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics.

The first is proactive, in-app messaging, and the second is email marketing capabilities. 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. Provide self-service alternatives so customers can resolve their own issues.

FreshDesk Messaging

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like.

Both Zendesk and Intercom offer automation features that improve efficiency and reduce your labor costs. Unlike either Zendesk or Intercom, our team at Ada offers an AI-first approach to improving your customer experience. Ada integrates with Intercom as well as Zendesk and spans a wide range of channels, making it easy for companies of any size to implement. Their basic plan offers support for one user, while the team plan works for up to 5 users.

However, you must take into account that Zendesk’s plans charge per agent per month, while Intercom’s plans are limited to a certain number of seats. In order to determine which solution is more affordable, you will have to determine what features your team needs and how many agents will be providing support. While triggers run immediately after a support ticket has been created or updated, automation includes an element of time. These automations save both your agents and customers valuable time and improve the customer experience. While Zendesk offers 24/7 support, Intercom only provides support with live agents during business hours. So Zendesk takes the edge when it comes to customer support, but at the end of the day, you will receive great support from either option.

Once you add them all to the picture, their existing plans can turn out to be quite expensive. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Picking customer service software to run your business is not a decision you make lightly. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them.

This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company.

• You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.
• As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed.
• Why don’t you try something equally powerful yet more affordable, like HelpCrunch?
• Kustomer is a customer messaging software that manages high support demands by enhancing experiences throughout a customer’s service journey.
• There is one mind-boggling feature in Intercom, and that is its in-app messaging serving.

For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. 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. Intercom recently ramped up its features to include helpdesk and ticketing functionality.

What Sets HubSpot Apart

There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. 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.

• This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options.
• Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies.
• Intercom can even integrate with Zendesk and other sources to import past help center content.
• Still, for either of these platforms to have some email marketing or other email functionality is common sense.

Read more about Zendesk VS Intercom here.