Intercom vs Zendesk Suite 2023 Comparison

All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool. When comparing Zendesk and Intercom, Zendesk stands out with its robust and versatile customer support solutions. It offers a comprehensive platform for managing customer inquiries and support tickets across multiple channels, providing businesses with a powerful toolset for customer service management. Zendesk’s extensive feature set and customizable workflows are particularly appealing to organizations looking to streamline and scale their customer support operations efficiently. Zendesk is distinguished by its robust and versatile customer support solutions.

In terms of usability, ProProfs Help Desk has been diligently designed to meet the needs of customer service teams of any size, business. Right from small startups to large enterprises, all businesses can manage their ticketing needs and stay available to their customers 24×7. With AI-powered reports, you can track key customer service metrics and improve your ticket response time. Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together.

Synopsis of User Ratings and Reviews

Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users. Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly. Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised.

Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. 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. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. The ability to communicate with customers efficiently gives us the insights to find bugs, pain points, successes and feature requests at lightning speed. These SaaS tools are must haves to ensure a customer is successful while using your product; all while adding to your growth and achievement. Beyond this, Zendesk Chat also offers analytics so you can study your efforts and make better decisions going forward.

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Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. 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. There are several notable alternatives to Intercom in the customer support and engagement space, including Zendesk, Freshdesk, Help Scout, HubSpot, and Zoho Desk. There are several notable alternatives to Zendesk in the customer support and engagement space, including Intercom, Freshdesk, Help Scout, and Zoho Desk.

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. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc.

User experience: Zendesk Vs. Intercom

It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day. To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now.

There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users.

It includes tools for lead management, sales forecasting, and workflow management and automation. Its customer data platform lets you manage customer data, segmentation, and automated reminders. However, this may be sufficient for smaller businesses or those using an existing CRM that integrates with Intercom. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging.

In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously.

One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. In 2014, they acquired Zopim, a Singapore based live chat company. The tool was later integrated with Zendesk, making it more robust. Winner — Intercom edges out Zendesk here due mainly to its customizable workflow capabilities. Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor. Intercom and Zendesk both offer comprehensive customer support solutions.

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences. Both Zendesk and Intercom are quite popular and have a comparable set of features.

The point is to send those messages at maybe very specific actions or points, and then guide users along a certain path or journey you wanna take them. Get a unified view of all customer touchpoints and manage technology solutions from a single dashboard, empowering agents and admins to provide exceptional customer service. With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere. Support requests are managed as ongoing conversations rather than tickets which are shared via a unified inbox allowing multiple team members to share knowledge and solutions.

It plans on using this funding to research machine learning technology instead of just lining their own pockets. It is worthwhile to explore the features of both, prior to making a decision on which one you should use. Intercom is also easy to learn and its guided onboarding and training resources are especially helpful to new users. Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart. Zendesk identifies itself as a growth-enabling, all-in-one solution. Intercom is great, but is quite expensive for what you get, and it’s super live chat focused.

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. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare.

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• Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.
• It excels in features like ticket management, collaboration and knowledge management.
• You are given a free trial period of 2 weeks, after which you are charged $29/month for full features access like live chat, reporting, integrations, and insights.
• Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category.