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

Delivery windows, interesting feature, you wanna send the messages only between 8 a.m. So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution.

• Plus, LiveChat’s support tool is slightly more robust, coming with reporting, ticketing solutions, routing rules, and more.
• While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff.
• The bot feeds customers and employees the relevant articles upon making a query.
• What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services.
• 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.

Zendesk receives positive feedback for its intuitive interface, wide range of integrations, and robust reporting tools. However, some users find customization challenging, and the platform is considered expensive, requiring careful cost evaluation. When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization’s customer support needs. Let’s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software.

Zendesk vs Intercom

You are provided live agent support 24/7 for 365 days at $1/ hour. The best part here is the business model allows for the Tawk API features to be 100% free, with no hidden agendas. So, we have curated ten decisive Intercom alternatives covering what’s in the market, top features, and price points to help you make the most appropriate decision for your work style. Yet, it is important to note that a communication tool organization grow might not be equally rewarding for your company.

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. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.

Zendesk has a slight edge when it comes to ticketing, but Intercom’s automation makes up for it

We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in. After this live chat software comparison, you’ll get a better picture of what’s better for your business. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons.

So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them. That will take some implementation work, but if you really want SMS, that’ll be the way to do it. Our analysts compared Zendesk against Intercom based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

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Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. Intercom lets businesses send their customers targeted in-app messages. 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.

The inbuilt call center support, automated ticket distribution, and shared inbox help your agents stay a step ahead in catering to customer needs. These various sets of features can all be managed conveniently in the Tidio shared inbox, which acts like a standard dashboard for all platforms. Chatbots, live chat, and video features are a given for any customer conversational tool, as is for Drift.

Top Alternatives in Help Desk Software

Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s budget and overall return on investment. 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.

Built on its leading and free CRM, HubSpot Service Hub has a suite of inbound tools from sales to marketing. Communication tools are applications designed to integrate with various mediums to facilitate effective collaboration and reduce potential errors in cross-communication. You must pick the right communication tool to create a productive and successful business environment. Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans. The design of the interface is fresh and clean and the user dashboard offers a lot of information.

year free on the Support or Engage plans on Intercom

There are dozens of ready-made solutions for online chatting, some tried and true, some fresh and promising, so before you make your decision, size up the scale of your business and assess your budget. Fast-growing companies and established enterprises could pick Intercom or Zendesk, while small businesses would be better off with Chatra and JivoChat. As we could see, Intercom, Drift, and Zendesk’s messaging and style are quite different in terms of tone, approach, and visual content. Keeping an eye on certain brands’ or competitors’ websites and gathering data can provide you with valuable insights on their current focus, but also future steps. 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.

Easily buy a new number, manage your call center team, and access features that can help your team support its customers. Freshdesk also has a live chat app messaging solution to enable conversations with users across multiple channels. Its strong email management, categorized knowledge base for all stakeholders, and social media monitoring tools are the features you need as a mid-sized business to generate leads. You pay a monthly fee for a product, and then there is – sorry – there’s a monthly fee for the product which is tied to actual people. For inbox, we have seats, so the idea of how many people can respond to the messages, or how many people can be on the chat. You can still, of course, tie people, it’s tied with some of the, I know Zendesk has a little widget too.

Zendesk’s mission is to build software designed to improve customer relationships. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month. ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful.

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