Zendesk vs Intercom: Which Solution to Choose in 2024?

For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Zendesk has over 1,300 integrations, compared to Intercom’s 300+ apps, making it the leader in this category. However, you can browse their respective sites to find which tools each platform supports. Intercom allows visitors to search for and view articles from the messenger widget. Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language.

This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports.

Supercharge customer support

While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Intercom’s solution aims to streamline high-volume ticket influx and provide personalized, conversational support. It also includes extensive integrations with over 350 CRM, email, ticketing, and reporting tools. The platform is recognized intercom vs. zendesk for its ability to resolve a significant portion of common questions automatically, ensuring faster response times. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing. Intercom also does mobile carousels to help please the eye with fresh designs.

These premium support services can range in cost, typically between $1,500 and $2,800. This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. When comparing the reporting and analytics features of Zendesk and Intercom, both platforms offer robust tools, but with distinct focuses and functionalities.

Resolutions in minutes—not months

Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires. Choose Zendesk for a scalable, team-size-based pricing model and Intercom for initial low-cost access with flexibility in adding advanced features. Personalized messaging, in-app messaging, product tours, and chatbot capabilities set Intercom apart from Zendesk. Based on verified reviews from real users in the Social Customer Service Applications market. 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.

• In terms of pricing, both Intercom and Zendesk offer a range of plans to fit different business needs and budgets.
• Based on verified reviews from real users in the CRM Customer Engagement Center market.
• It is also ideal for businesses who are searching for conversational chatbot functionality.
• However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges.
• When an agent clicks on a conversation, the full conversation history populates the middle screen.

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.

Zendesk vs Intercom – Which Tool Should YOU Choose?

Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications. It is favored by customer support, helpdesk, IT service management, and contact center teams. Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems.

Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk unifies all of your customer interactions into one platform. The software helps you to keep track of all support requests, quickly respond to questions, and track the effectiveness of your customer service reps. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium.

To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo.