Zendesk vs Intercom: Which Solution to Choose in 2024?

It was later that they started adding all kinds of other features, like live chat for customer conversations. They bought out the Zopim live chat solution intercom vs. zendesk and integrated it with their toolset. Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie.

Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help. Create code-free screencast tours of products, websites, webpages, and applications within your website.

Zendesk’s help center tools are slightly better, but Intercom’s chatbot is more robust

Easily reply to customer conversations and manage workload in a smart & automated way. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal. At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements. Every single bit of business SaaS in the world needs to leverage the efficiency power of workflows and automation. Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box.

• After this, you’ll have to set up your workflows, personalizing your tickets and storing them by topic.
• Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?
• By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you.

Check out our list of unified communications providers for more information. 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 Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs.

The HubSpot Customer Platform

It really depends on what features you need and what type of customer service strategy you plan to implement. Both Zendesk Support and HubSpot Service Hub enable smooth integration with third parties. Developers can also use API to build custom integrations for unavailable apps. However, HubSpot enables pre-built integrations with more apps and has a more extensive Application Programming Interface (API). But note that there are a few complaints about HubSpot not displaying integrated apps, requiring users to leave the hub to access them.

Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used.

It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories. This method helps offer more personalized support as well as get faster response and resolution times. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc.

Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. Compared to Zendesk and Intercom, Helpwise offers competitive and transparent pricing plans. Its straightforward pricing structure ensures businesses get access to the required features without complex tiers or hidden costs, making it an attractive option for cost-conscious organizations. Zendesk has a help center that is open to all to find out answers to common questions.

Apart from this feature, the customer support options at Zendesk are quite limited. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform.

Intercom also does not offer a free trial period for users to examine the software prior to joining up for their services. Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot. When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department.

App Ecosystem

There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit.

Having more connectors accessible gives organizations the flexibility to select software that meets their specific needs. To automate operations and reduce your employees’ workload, it is critical that customer support systems allow integration with other products. This enables organizations to work more efficiently and easily integrate their software without having to alter their present business processes. Simplicity is an important consideration when selecting the best customer service software. Having easy-to-use software is far more controllable and saves time whether you’re a tiny and growing business or a massive multinational.