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Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Zendesk vs Intercom: Which is better? 2023

zendesk or intercom

These analytics provide recent and relevant data to make better decisions for both your agents and your customers. Zendesk aims to improve customer service for all of its clients, building software that exceeds customer expectations and sets support teams up for success. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard.

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This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing.

Intercom vs Freshdesk pricing

Collaborate with your teammates by easily assigning the right rep to best handle a customer query. When comparing Zendesk and Intercom, various factors come into play, each focusing on different aspects, strengths, and weaknesses of these customer support platforms. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. You can contact the sales team if you’re just looking around, but you will not receive decent customer support unless you buy their service.

zendesk or intercom

It really depends on what features you need and what type of customer service strategy you plan to implement. Both Zendesk Support and HubSpot Service Hub enable smooth integration with third parties. Developers can also use API to build custom integrations for unavailable apps. However, HubSpot enables pre-built integrations with more apps and has a more extensive Application Programming Interface (API). But note that there are a few complaints about HubSpot not displaying integrated apps, requiring users to leave the hub to access them.

How Zendesk and HubSpot Stack Up

You can see their attention to detail in everything — from their tools to their website. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials. Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk.

In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point. Zendesk team can be just a little bit faster depending on the time of the day.

Intercom Agent Dashboard

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction zendesk or intercom ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. Intercom’s chatbot feels a little more robust than Zendesk’s (though it’s worth noting that some features are only available at the Engage and Convert tiers).

zendesk or intercom

This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time.

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. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation.

Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools.

Both Intercom and Zendesk offer great customer support for their clients. The live chats on both of their websites have support agents that answer very quickly and are right to the point. The Zendesk team tends to respond a little faster depending on the time of day. Intercom’s helpdesk is complementary to their chat tools, which remain the core feature of their platform. It consolidates customer requests into one inbox and allows agents to leave private notes for each other. It is well designed and easy to use but lacks the advanced features offered by Zendesk.

zendesk or intercom

We’ve prepared this Zendesk vs. HubSpot guide to show you which CRM is best for your business needs. You’ll see how they compare regarding features such as lead and contact management, marketing and sales automation and reporting and analytics. Also, you’ll learn about their pricing and how easy it is to use or customize them. This includes a basic ticketing system for email and social media, as well as extra tools like a knowledge base builder and standard analytics and reporting.