Zendesk VS Intercom: In-Depth Analysis & Review


Zendesk vs Intercom: A comprehensive comparison guide

zendesk vs. intercom

Having more connectors accessible gives organizations the flexibility to select software that meets their specific needs. Zendesk is primarily a ticketing system, and its ticketing capability is overwhelming in the best conceivable manner. All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them. That being said, in your search for the best customer support tool, you must have come across Zendesk and Intercom. In today’s hyper-competitive, hyper-connected globalized economy, customer experience has become a fundamental differentiator. As customers’ needs are constantly evolving, businesses must adapt and keep up to guarantee the best customer experience and satisfaction.

zendesk vs. intercom

The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc. However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included. Intercom isn’t as great with sales, but it allows for better zendesk vs. intercom communication. With Intercom, you can keep track of your customers and what they do on your website in real time. Like Zendesk, Intercom allows you to chat with online visitors and assist with their issues. For basic chat and messaging, Intercom charges a flat fee of $39 per month for its basic plan with one user and $99 per month for its team plan with up to 5 users.

Zendesk Vs Intercom: Sales Oriented Features

Founded just four years after Zendesk, Intercom positions itself as a conversational relationship platform focused on delivering personalized, messenger-based experiences. Intercom facilitates communication, support, and marketing for teams entering the market and provides self-service options like a knowledge base. To select the ideal fit for your business, https://www.metadialog.com/ it is crucial to compare these industry giants and assess which aligns best with your specific requirements. Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard.

zendesk vs. intercom

It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for agent seats and people reached, don’t reveal their prices, and offer tons of add-ons at additional cost. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay.

Intercom or Zendesk: Integrations and add-ons

Here’s a side-by-side comparison of Zendesk and Intercom’s pricing tiers.

Each additional 1,000 contacts on a Starter plan will cost you $19/mo or $79/mo on a Support Pro plan. They’ve been marketing themselves as a messaging platform right from the beginning. Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready.

Intercom Features

It not only demonstrates to you all the apps you can utilize, but it also divides them into themes and categories. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. The help desk software market is growing more competitive by the day. Both have their pros and cons, but which one is better for your business? Some of the links that appear on the website are from software companies from which CRM.org receives compensation. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices.

  • Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.
  • Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans.
  • With Zendesk’s AI capabilities, your support team can get answers to customers quickly and efficiently.

Like when they bought out the Zopim live chat and integrated it with their toolset. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams. It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services. On the other hand, it’s nearly impossible to foresee how much Intercom will cost at the end of the day. They charge for agent seats and connections, don’t disclose their prices, and package add-ons at a premium. Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot.


You can even save custom dashboards for a more tailored reporting experience. One place Intercom really shines as a standalone CRM is its data utility. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features zendesk vs. intercom are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement.

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