Zendesk vs Intercom: Which is better? 2023

Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone.

It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools. However, compared to Zendesk, Intercom might not offer the same breadth in terms of integrating a wide range of external channels. While it excels in interactive and engaging communication, especially on mobile, some businesses might find its focus on chat-based interfaces limiting if they need extensive email or voice call support. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams.

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Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads.

As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. 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.

New Tech: Conversation Automation Technology For B2B Sales

The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. Create code-free screencast tours of products, intercom versus zendesk websites, webpages, and applications within your website. The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary.

Similarly, Intercom and Zendesk have a user satisfaction rating of 96% and 98%, respectively, which shows the general satisfaction they get from customers. Moreover, talk to a current customer of the software and solicit their feedback regarding the solution in question. The best Customer Support Software is a product that can deal with your company’s unique requirements. It is possible to identify which alternative is best suited for your company if you review different products before you decide which one is the best. Pricing for both services varies based on the specific needs and scale of your business. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

App Marketplace

Zendesk is a much larger company than Intercom; it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. Yes, HubSpot allows users to integrate with Zendesk in the same way Zendesk allows a smooth integration with HubSpot.

• The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool.
• First, you can only talk to the support team if you are a registered user.
• Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents’ plates.
• Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.

Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. Intercom refers to itself as a Conversational Relationship Platform, providing insight into who is using your products or visiting your website.

It integrates with over 100 SaaS solutions and services thousands of businesses all over the world. The LiveChat platform handles hundreds of millions of chats each year—hence why LiveChat is one of the top providers of customer service solutions today. Zendesk offers more features than Intercom, but their chat function is not as modern or intuitive as Intercom’s messaging solution. Both Intercom and Zendesk offer great customer support for their clients.

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. Zendesk is a customer service software company that provides businesses with a suite of tools to manage customer interactions. The company was founded in 2007 and today serves over 170,000 customers worldwide. Zendesk’s mission is to build software designed to improve customer relationships. However, HubSpot’s customer portal is open only on HubSpot’s Professional and Enterprise plans.

Smooth migration. Simple integration.

These products range from customer communication tools to a fully-fledged CRM. Zendesk boasts incredibly robust sales capabilities and security features. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. While Zendesk and HubSpot are great options for automating customer relationship management, HubSpot holds a slight edge for its features. Also, if you’re looking for a CRM that focuses more on customer service and support, Zendesk is the better option.

Check out the research-backed comparison below to better understand how each solution can add value to your organization. Both older and larger than Intercom, Zendesk has over 150,000 customer accounts in 160 countries and territories. They also have a worldwide presence with offices in New York, Mexico City, Tokyo, Paris, Singapore, São Paulo, and Dublin.

Vendor Support Quality

“Game-Changing, Innovative and Future Proof” are just a few words satisfied clients used to describe Ada’s services. You don’t have to pay per contact on your database, and you there are many free features you can use. There are many powerful integrations included, such as Salesforce, HubSpot, Mailchimp, Slack, and Zapier.