Zendesk vs Intercom: Choosing the best tool for your business

Another great feature is the ability to better route and qualify leads. With this tool, you can automate your lead routing so that it ends up with the right sales rep. If you’re interested in just live chat, you’ll want to look into the Acquiring package. Intercom is great, but is quite expensive for what you get, and it’s super live chat focused. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Besides, the prices differ depending on the company’s size and specific needs.

Popular Tool Pairings

Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. 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. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.

These interactions become tickets which can be automatically assigned to customer service agents. For support teams, ensuring that agents are on the same page is an essential part of the customer experience. Zendesk has strong positive reviews especially since the software has mobile apps for access.

Find User

Unito supports dozens of integrations, with more being added monthly. And they’re all two-way by default, meaning information can flow back and forth in real-time. The Intercom inbox is AI-enhanced and designed for speed and efficiency. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account. This will provide live data on who your users are and what they do in your app.

Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. Earlier this year Intercom introduced new features like suggested topics which uses machine learning to analyse customer conversations and identify new contexts where existing topics reoccur. Users can combine this with the customer topics feature to get a visual representation of the key themes their customers are talking about.

So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. By following these troubleshooting steps, you can identify and resolve common issues with the Zendesk and Intercom integration on Appy Pie Connect powered by AI . Intercom is fully integrated, omnichannel, and easy to use—so you can deliver quality, conversational support from start to finish. Zendesk’s platform is outdated, leaving customers to face with obsolete tools.

Zapier lets you send info between Intercom and Zendesk automatically—no code required. Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center. Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key. You can do this by going to your settings within Zendesk (click on the cog on the left hand side), and navigating to API in the ‘Channels’ section. You can also find the user by using their support code when they phone in.

Proactive support means fewer questions for your team and much happier customers. With simple setup, and handy importers you’ll be up and running in no time, ready to unlock the Support Funnel and deliver fast and personal customer support. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations.

It’s highly customizable, too, so you can adjust it according to your website or product’s style. 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. Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom.

The main difference is its connectivity with the Intercom Team Inbox. This makes things faster for support teams to access information without bothering other users. Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. The Intercom versus Zendesk conundrum is probably the greatest problem in the customer service software world. They both offer some state-of-the-art core functionality and numerous unusual features. 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.

Intercom pricing

These shared inboxes facilitate seamless customer interactions across multiple channels, ensuring that teams can collaborate efficiently and maintain consistent, top-notch support. For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way. In contrast, Zendesk primarily relies on a knowledge base, housing articles, FAQs, and self-help resources. While this resource center can reduce the dependency on agent assistance, it lacks the interactive element found in Intercom’s onboarding process. In the domain of customer onboarding, Intercom takes a definitive lead with its distinctive feature – the ability to create interactive product tours. These tours serve as virtual guides, leading customers through a website and product offerings in an engaging and personalized manner.

We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day.

Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows. Boost.ai is a Zendesk chat integration that relies on AI to reduce customer support costs and boost your CSAT scores. It helps you build conversations for your self-service solutions so you can provide 24/7 support across a wide range of channels. Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds.

• You can run it on LinkedIn profiles and transfer data directly to Google Sheets.
• This means that you can set up workflows to trigger actions in one app based on events in the other app, or create automated processes that run in the background without any manual intervention.
• Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience.
• However, you can connect Intercom with over 40 compatible phone and video integrations.
• You can enable the Zendesk integration in a few minutes and have your docs ready to be launched in your app.
• An additional approach to integrate Intercom and Zendesk is by directly utilizing their APIs.

In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat.

• Using the Zendesk API, you can build custom apps and integrations to automateprocesses and help your teams build better customer relationships.
• You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting.
• It is worthwhile to explore the features of both, prior to making a decision on which one you should use.
• Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key.
• Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away.

For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans. Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them. One study found that 67% of customers prefer calling an agent to help solve their query.

It guarantees continuous omnichannel support that meets customer expectations. Email us at or use the live chat inside the platform with any questions or feedback. Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS.

Read more about https://www.metadialog.com/ here.