Intercom vs Zendesk: Comparing features, integrations, and pricing

intercom versus zendesk

If cost is not an issue and you are looking for an overall tool to solve all your needs, Intercom is a good Zendesk alternative. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though.

  • This gets you unlimited email addresses and email templates in both text form and HTML.
  • The knowledge base and customer portals can be used to depict information via multimedia or text to help customers find the information they need quickly.
  • Self-Service smart features like AI-powered Knowledge Base help customers or visitors to first go through guidance before reaching out to your support team.
  • Your knowledge base is easily customizable to ensure it matches your branding and overall website’s look and feel to create a cohesive experience.
  • While Zendesk and Freshdesk are known in the customer service industry, it’s also good to know that other alternatives are worth considering.
  • It all depends on the priorities, specific requirements and preferences of the user.

AI and ML make customer service functionalities like chatbots, sentiment analysis, ticket creation, and workflow automation possible. All these features are necessary for operational efficiency and help agents deliver fast, personalized customer experiences. 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. Basically, if you have a complicated customer support process, go with Zendesk for its help desk functionality.

Choose your top Intercom alternative

Moreover, you can view in-depth information about who you’re chatting with right alongside conversations. Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have. Once, the ticket is created, customers get a notification that their issue or request has been received and registered.

intercom versus zendesk

Zendesk team can be just a little bit faster depending on the time of the day. Not only does Zendesk offer a free trial, it’s actually sort of a freemium tool, which means you can choose one their tools (live chat, knowledge base, call center software) and use it for free forever. As any free tool, the functionalities there are quite limited, but nevertheless.


You can use lookup mapping to map target columns to values, gotten from other target objects depending on source data. Skyvia’s import supports all DML operations, including UPDATE and DELETE. This allows using import to perform mass update operations or mass deleting data, matching some condition. Your account settings can be accessed from the top right of you screen. If you’re looking to customize the interface to match your brand, go with Zendesk. Get to a resolution faster by switching to voice calls and share your screen – without switching to another platform.

  • Each message will have identifiers so that they will be easy to recognize at a glance.
  • Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data.
  • On top of that, AzureDesk integrates with popular third-party applications like Slack and Salesforce so you can provide even better service to your customers.
  • This can be a bummer for many as they can always stumble upon an issue.
  • Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features.
  • Unlike the competitor, Jetdocs, they place limits on approval workflows and departments which make Jetdocs better if you are looking for a ticketing platform, if not then Live Agent is a solid platform.

Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team. Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical. Agents can use the desktop chatbox to respond to customers in any outbound channel.

Why look for alternatives to Zendesk?

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. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace.

Plain is a new customer support tool with a focus on API integrations – TechCrunch

Plain is a new customer support tool with a focus on API integrations.

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Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. 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 is one of the most widely known help desk tools out there. Check these 7 Zendesk alternatives that will help you improve your customer support, sales, and marketing.

Intercom vs. Zendesk – helpdesk software with customer service features that make it less painful to build custom chatbots

You can enable some forms for collecting customer info on the go. One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information.

intercom versus zendesk

But we doubled down and created a truly full-service CX solution capable of handling any support request. Richpanel is another Zendesk alternative that is designed for eCommerce businesses. What this means is that, unlike Zendesk, Richpanel does not require you to cherry-pick customizations and features that suit you. Richpanel is built for eCommerce, so you can manage Omni channel support, repeat queries from customers, and offer a self-service portal. Many small businesses trust Hiver because their teams are already familiar with Gmail. Since everything is based around this email service provider, new users do not even require training.

Automate 40-70% of your tickets with self-service

You can do all this and more with Help Scout’s live chat functionality. Your knowledge base is easily customizable to ensure it matches your branding and overall website’s look and feel to create a cohesive experience. Easily find customer profiles to ensure you’re providing them with the best possible service every single time. Interactive product tours and smart tips significantly improve your user retention. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category.

  • ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes.
  • Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster.
  • So this might be something that might not be the best fit for a software company, but maybe for a non-software company, maybe like a e-commerce company, might actually be better suited for CustomerIO.
  • Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details.
  • Intercom is a software company that offers a help desk software for customer conversations to take place within a comprehensive platform with very innovative features that happen at lightning speed.
  • It enables them to engage with visitors who are genuinely interested in their services.

This analysis aims to provide guidance in selecting the best alternative to Zendesk, based on various use cases. Add-on features include customizable chatbots, extensive customer satisfaction surveys, and product tours for the chat software. Although these features can be very helpful in providing an enhanced customer experience, they come at a cost. Whereas, most alternatives such as Gist have these features included at no extra cost to their users. At Zendesk, we understand that every company is unique and so are their customer service needs. That’s why we offer a variety of pricing plans to fit any budget.

Different Criteria Used to Differentiate Zendesk & Intercom

More than 32 shares, over 30 comments with “Sweet”; “Nice” and more than 300 “Love” reactions to the album. This top is automatically generated, taking into account Intercom, Drift, and Zendesk engagement data during the last year. As noticed, Zendesk has pretty much-earned everything in terms of viral posts. The most popular post has, for sure, a hard to beat engagement score.

intercom versus zendesk

You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Another key feature of HappyFox is that it enables companies to build a knowledge base that integrates with the software’s self-service functionality. With this, HappyFox’s self-service portal provides pertinent information rewarding a customer’s inquiries and can check information about the logistics of the issue.

Intercom vs Zendesk: Which One is Right for Your Business?

Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources. On the other hand, if you have the budget and need the most features for your money, then Zendesk is the better choice. It also contains a customer support self-service system, where users can easily find answers to their questions. Though a tool may contain impressive features, the most important question remains how users view the software in everyday usage.

What is Intercom also known as?

An intercom, also called an intercommunication device, intercommunicator, or interphone, is a stand-alone voice communications system for use within a building, small collection of buildings or portably within a small coverage area, which functions independently of the public telephone network.

The offers that appear on the website are from software companies from which 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. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.

intercom versus zendesk

What is better than Intercom?

Olark. Best Intercom alternative for small businesses in search of a live chat solution. Olark is a live chat software system that allows you to engage with customers instantly. Website visitors can easily contact your business directly through a chatbot on your website with this live chat feature.