Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

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. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. We also use different external services like Google Webfonts, Google Maps and external Video providers.

To that end, you can import themes or apply your own custom themes to brand your help center the way you want it. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user content to leverage your customer community. There’s plenty of information about customer support and ticketing software options. Read these resources to learn more about why users choose Zendesk vs Intercom.

MOBILE APPS

Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. The dashboard’s left-hand column organizes and sorts all tickets by urgency. When an agent clicks on a conversation, the full conversation history populates the middle screen.

Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard. Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way. But I like that Zendesk just feels slightly cleaner, has easy online/away toggling, more visual customer journey notes, and a handy widget for exploring the knowledge base on the fly. 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. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two.

Use Conversation data in place of ticket fields

Intercom has a community forum where users can engage with each other and gain insights from their experiences. Find reporting for all articles (including synced articles) in the Articles report. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind.

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. Yes, you can install the Messenger on your iOS or Android app so customers can get in touch from your mobile app.

Zendesk vs Intercom Comparison 2024: Which One Is Better?

Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. Advanced workflows are useful to customer service teams because they automate processes that make it easier for agents to provide great customer service. Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

The offers that appear on the website are from software companies from which CRM.org 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. 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. 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.

By team

Fin will use your history to recognize and suggest common questions to create answers for. Check out this tutorial to import ticket types and tickets data into your Intercom workspace. Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key.

Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. intercom zendesk HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Intercom has a very robust advanced chatbot set of tools for your business needs.

Workflows From Zapier Users

Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. 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.

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. Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans.

It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes. So when it comes to chatting features, the choice is not really Intercom vs Zendesk. The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger.

Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. Did you know that integrations between Zendesk and Intercom are possible? With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other.

Just visit Articles in Intercom, click Get started with articles and then Migrate from Zendesk. This article explains how concepts from Zendesk work in Intercom, how you can easily get started with imports, and what to set up first. If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again.