Intercom vs Zendesk: Comparing features, integrations, and pricing

While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.

Zendesk maps out each activity a visitor performs on your website. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Below, we’ve compared the usability of Zendesk’s and Intercom’s agent dashboards and administrator controls. Survey composer allows you to create the question and answer format, also customizing color, rating scales, and greetings. The Sell dashboard’s Tasks page sorts all of an agent’s tasks by due date. Agents can prioritize overdue tasks, today’s tasks, or future tasks.

Features: Zendesk vs Intercom

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. HubSpot’s reporting and analytics tools are basic, with only five service analytics reports and dashboards available. However, they are available even to free users, with HubSpot’s free plan offering three dashboards and 10 reports per dashboard.

However, customers should keep in mind that Intercom does not offer voice. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution.

Zendesk VS. Intercom for Customer Support: Pricing

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. So, by now, you can see that according to this article, Zendesk inches past Intercom as the better customer support platform. 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.

• You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience.
• We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional.
• As you can imagine, banking from anywhere requires a flexible, robust customer service experience.
• Intercom can even integrate with Zendesk and other sources to import past help center content.

The price levels can even be much higher if we’re talking of a larger company. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. 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.

While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Learn more about the differences between leading chat zendesk vs. intercom support solutions Intercom and Zendesk so that you can choose the right tool for your needs. That being said the customer support for both Zendesk and Intercom is lacking.

So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Zendesk and HubSpot are two of the best marketing CRMs, with Zendesk being the best for boosting conversions and HubSpot being the best for cross-channel lead nurturing marketing. However, HubSpot beats Zendesk for its comprehensiveness and free version offering. HubSpot CRM also made it to our list of the best CRM software for small businesses, especially for scaling startups.

These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Inside a ticket, the workspace center console displays the ticket’s conversation.