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Zendesk vs Intercom 2023 Which is Better Customer Service Software?

Intercom vs Zendesk: 2023 Explicit Comparison

zendesk vs. intercom

By adding the Intercom Messenger to your product, app, or website, you’re able to create meaningful engagement with your customers that will result in fruitful relationships. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets.

zendesk vs. intercom

Intercom’s large series of bots obviously run on automations as well. 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. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights. There are pre-built workflows to help with things like ticket https://www.metadialog.com/ sharing, as well as conversation routing based on metrics like agent skill set or availability. 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. The best help desks are also ticketing systems, which lets support reps create a support ticket out of issues that can then be tracked.

Zendesk or Intercom: Mobile apps

Intercom is the clear victor in terms of user experience, leaving all of its competitors in the dust. Zendesk is designed to fit your business needs whether you’re a fast-growing startup or a well-established company. Now that we’ve seen the functionality of each help desk solution, let’s move on to the most interesting question – the question of pricing. You’ll probably want to know how much Zendesk or Intercom costs, so let’s talk about money now.


But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom. I’ll dive into their chatbots more later, but their bot automation features are also stronger. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc.

Why shouldn’t I consolidate on Intercom for all my needs?

Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences.

  • 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.
  • Agents can use the desktop chatbox to respond to customers in any outbound channel.
  • Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk.
  • This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster.
  • Other customers seem to love it and consider it as a great option for their customer service software needs.

Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. Unlock your customer experience (CX) potential with the best customer service software. Zendesk’s Suite Team plan (the cheapest plan) costs $49 per user per month.

It never happens instantly. The business game is longer than you know.

Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either.

With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes. By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you. Whether it’s getting set up or figuring out the best way to customize meetings for your needs, there are over 85,000 community members willing to  help.

Intercom or Zendesk: Voice and phone tools

To sum up this Intercom vs Zendesk battle, Zendesk is a great customer support-oriented tool which will be a good choice for big teams with various departments. Intercom feels more wholesome and is more customer success-oriented, but can be too costly for smaller companies. You can create new articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections and customize it with your custom themes. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads.

zendesk vs. intercom

Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Yes, you can integrate the Intercom solution into your Zendesk account. It will allow you to leverage some Intercom capabilities while keeping your account at Zendesk.

Zapier Automation Platform

Zendesk was founded in 2007 and is one of the oldest available today’s customer service software offerings. Zendesk provides robust customer service software ideal for support teams and organizations that require a strong calling zendesk vs. intercom experience and a highly customizable solution with many add-ons. Zendesk offers a variety of solutions, including custom ticketing automation, self-service solutions, and custom configurations based on your business needs.

  • You can always count on it if you need a reliable platform to process tickets and support users.
  • That’s why a knowledge base is such an important part of your customer experience strategy.
  • They offer more detailed insights like lead generation sources, a complete message report to track customer engagement, and detailed information on the support team’s performance.
  • In a nutshell, both these companies provide great customer support.




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