Zendesk vs Intercom Comparison 2024: Which One Is Better?

Also, you’ll learn about their pricing and how easy it is to use or customize them. Intercom has received generally positive customer reviews, with an overall rating of 4.5 out of 5 stars on Gartner Peer Insights. Customers appreciate the platform’s ease of use, flexibility, and robust feature set. However, some users have reported issues with the platform’s pricing and customer support. 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’s known for its unified agent workspace which combines different communication methods like email, social media messaging, live chat, and SMS, all in one place. This makes it easier for support teams to handle customer interactions without switching between different intercom vs zendesk systems. Plus, Zendesk’s integration with various channels ensures customers can always find a convenient way to reach out. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month.

A different approach

However, additional costs for advanced features can quickly increase the total expense. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. Intercom has a very robust advanced chatbot set of tools for your business needs.

• This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services.
• There are even automations to help with things like SLAs, or service level agreements, to do things like send out notifications when headlights are due.
• Zendesk wins the self-service tools category because it provides extensive help center customization options.
• Pricing for both services varies based on the specific needs and scale of your business.
• Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations.
• They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with.

Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents.

List of Features

In addition to third-party integrations, Zendesk offers a range of native integrations with its products, including Zendesk Support, Zendesk Chat, and Zendesk Talk. These integrations allow businesses to streamline workflow and provide a seamless customer experience across multiple channels. One of the standout features of Zendesk’s user interface is the ability to view customer interactions in a timeline format, which can help track the progress of a customer’s support request. Additionally, Zendesk offers a wide range of customization options, allowing users to tailor the user interface to their needs. You can also set up interactive product tours to highlight new features in-product and explain how they work. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates.

But that’s not it, if you want to resolve customer common questions with the help of the vendor’s new tool – Fin bot, you will have to pay $0.99 per resolution per month. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features. Businesses of all sizes can rely on the Zendesk customer service platform and benefit from workflow management, powerful AI tools, robust insights, and more.

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. The only relief is that they do reach out to customers, but it gets too late. In terms of customer service, Zendesk fails to deliver an exceptional experience.

There is a Starter plan for small businesses at $74 per month billed annually, and there are add-ons like a WhatsApp add-on at $9 per user per month or surveys at $49 per month. Based on verified reviews from real users in the Social Customer Service Applications market. Check out our list of unified communications providers for more information. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case.

Company size: Zendesk vs. Intercom

Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. 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. In-app messages and email marketing tools are two crucial features that Zendesk lacks when compared to Intercom. Intercom, on the other hand, lacks key ticketing features that are critical for large firms with a high volume of customer assistance. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail.