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

Intercom vs Zendesk Why HubSpot is the Best Alternative

zendesk chat vs intercom

The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. For example, you can assign all inbound technical queries to an engineer; or, assign all pricing queries to the sales team.

For overall quality and performance, Zendesk Chat scored 8.5, while Intercom scored 8.9. On the other hand, for user satisfaction, Zendesk Chat earned 100%, while Intercom earned 96%. As time passes by, the line between Intercom and Zendesk becomes more blurred as they try to keep up with one another and implement new features, services, and pricing policies. At the end of the day, there is not a universally better option, just one that suits your needs and preferences the most.

In-App Messaging Explained (With Examples and Best Practices)

At the same time, Zendesk looks slightly outdated and can’t offer some features. 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.

zendesk chat vs intercom

Zopim’s web chat software offers users with a huge advantage over their competition through its live chat support service. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. Zendesk is one of the biggest players in the realm of customer support platforms.

Best Intercom and Zendesk Alternatives

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Kustomer is a customer messaging software that manages high support demands by enhancing experiences throughout a customer’s service journey.

Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. 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. The price levels can even be much higher if we’re talking of a larger company. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days.

Zendesk’s Help Center and Intercom’s Articles both offer features to easily embed help centers into your website or product using their web widgets, SDKs, and APIs. With help centers in place, it’s easier for your customers to reliably find answers, tips, and other important information in a self-service manner. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you.

Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. 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.

Zendesk vs Intercom: 2024 Explicit Comparison

The LiveChat platform handles hundreds of millions of chats each year—hence why LiveChat is one of the top providers of customer service solutions today. The chat automation features available with Intercom are helpful for your support team and help your customer conversations zendesk chat vs intercom stand out from the crowd. You can also integrate apps like Google Meet or Stripe to create more engaging experiences for your customers. The Answer Bot tool seamlessly integrates with your knowledge base, delivering automatic suggestions to relevant articles.

zendesk chat vs intercom

Intercom offers an integrated knowledge base functionality to its user base. Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support. You can create these knowledge base articles in your target audience’s native language as their software is multilingual.