Zendesk vs Intercom: In-Depth Features & Price Comparison

intercom vs zendesk

Zendesk wins the self-service tools category because it provides extensive help center customization options. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket.

How do I switch from Zendesk to Intercom?

Go to Intercom Articles and click “Migrate from Zendesk”. Now enter your Zendesk subdomain and click “Migrate to Intercom”. Note: Your Zendesk articles will be converted into Intercom articles.

The Help Center is designed to give you a complete self-service support option (knowledge base). Users can use the information you are providing or turn to a community forum for answers. One of the weakest points of intercom is that the design is not responsive, therefore accessing the service from mobile devices could be improved. With Intercom pricing is based on the total number of people you track and communicate with, not the number of agent seats your support team has. Be careful, pricing will automatically adjust as your business grows and you track more people.

Why we built an AI-powered live chat alternative to Intercom and other existing solutions

It plans on using this funding to research machine learning technology instead of just lining their own pockets. In the duel between Zendesk vs Intercom, it seems that Zendesk chat rises slightly above Intercom. That doesn’t necessarily mean that Zendesk chat is right for your business.

intercom vs 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. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Lots of users complain that Intercom support is not available most of the time, so you’re forced to repeat your question over and over again to a bot. And when they do answer, they’re usually not even helpful or will try to transfer you to the sales department right away.

Pricing plans: Zendesk vs. Intercom

It also offers advanced analytics so that you can measure the effectiveness of your customer service strategy and identify areas of improvement. If you’re looking for an alternative to Zendesk that provides a comprehensive set of features, Front might be the perfect solution for you. In a nutshell, both these companies provide great customer support.

Is Zendesk and Intercom the same?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.

Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. Intercom has all the features a business would need for customer service.

An All-on-one CRM Platform for a Better Customer Experience

Jetdocs is an internal collaboration platform specializing in internal ticketing for organizations with built-in Teams & Slack integrations. And no, not just for notifications, anything you can do in the Jetdocs web app, you can do in the same interface within your Teams account. Zendesk does an okay job at ticketing but comes nowhere close to Jetdocs’s experience when it comes to internal ticketing and external portals. Jetdocs helps you streamline your internal teams so you can make efficient decisions quicker. What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team.

  • For instance, customers and staff alike can channel messages through it.
  • Since Zendesk’s inception, its ticketing system has remained the best in the business.
  • It provides a full suite of tools to help you manage customer interactions, including ticketing, messaging, and automated workflows.
  • Ultimately, this results in a poor customer experience, putting off prospective customers, disappointing existing ones, and negatively impacting your bottom line.
  • Zendesk has more pricing options, which means you’re free to choose your tier from the get-go.
  • You don’t even need to get a separate email marketing tool because Intercom can notify your customers about feature updates, promotions, etc via in-app notification and email.

Professional plan starts at $29 per agent per month and includes unlimited triggers, the ability to add operating hours, and chat reports. The enterprise plan starts at $59 per agent per month and includes every feature – from real-time monitoring to 24/7 live chat support to skills-based routing. Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication.

Call Center Tools

The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually). Zoho is a private company that promises practical help desk software, especially for small and mid-sized businesses.

intercom vs zendesk

If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. Zendesk maps out each activity a visitor performs on your website. 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. Popular integrations include Slack, MailChimp, Dropbox, and Jira.

New Intercom User to Zendesk Ticket Status to Send Sendgrid Transactional Email

Some objects are easier to transfer than others, depending on how similar they are between Zendesk and Intercom. For example, transferring companies is relatively easy, as both platforms have a similar concept of a company object with similar fields. Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer. metadialog.com The newsletter, send by Drift to its users, it features a conversation between a Drift member and a recent customer that has chosen to use Drift because Intercom did not satisfy her expectations. Excellent marketing strategy – definitely, a reason to keep an eye on your competitors’ newsletters to spot these kinds of situations that put you in a bad light in front of a big community.

  • This is ideal for enterprise customers with very specific feature requirements.
  • Whether you need someone to help create content, set up ads, or build workflows, there’s a partner here for you.
  • Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.
  • In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools.
  • Each tool discussed in this blog comes with its own pros and cons.
  • Try out mParticle and see how to integrate and orchestrate customer data the right way for your business.

Also, when it comes to Twitter, this seems to be the most used channel to connect directly with users/clients. Zendesk it’s quite active on Twitter, answering user’s questions through re-tweets and making sure everybody using their service is happy. For sure, on a daily bases, you see on your Facebook feed, on average, more 50 posts from friends, brands, and more.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.