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

However, you must take into account that Zendesk’s plans charge per agent per month, while Intercom’s plans are limited to a certain number of seats. In order to determine which solution is more affordable, you will have to determine what features your team needs and how many agents will be providing support. Zendesk for sales starts at an affordable monthly rate, but you’ll have to purchase higher tiers in order to integrate with services like Zapier or HubSpot. Finally, their highest tier offers support for unlimited sales pipelines, advanced reporting, and other premium features.

• The company’s products are built with an emphasis on simplicity and usability.
• But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users.
• Both Zendesk and Intercom are quite popular and have a comparable set of features.
• Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace.
• To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.

Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Intercom is the new guy on the block when it comes to help desk ticketing systems. This means the company is still working out some kinks and operating with limited capabilities.

HubSpot Solution Partners

There are many features to help bigger teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc. Intercom’s chat window states https://www.metadialog.com/ that their team usually replies in a few hours, but they will often respond in a matter of minutes. While Zendesk’s support is also fast, it is only available if you’re already a Zendesk user.

Zendesk offers a 14-day free trial for every plan apart from the Enterprise plan. Even though the two applications are often mentioned while talking about customer service, there are some glaring differences between them. Intercom is better intercom versus zendesk for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service.

What are customers saying?

LiveAgent is a personalized solution that can help companies that are just entering the sales and marketing field grow their customer base and online services. The creators of LiveChat said that they specifically designed this bot to provide fantastic customer service for a price that anyone can afford. It integrates with over 100 SaaS solutions and services thousands of businesses all over the world. 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. Zendesk offers more features than Intercom, but their chat function is not as modern or intuitive as Intercom’s messaging solution.

Founded in 2007, Zendesk started as a ticketing tool for customer support teams. Like when they bought out the Zopim live chat and integrated it with their toolset. Intercom also offers automation features for streamlining your customer support.

Zendesk vs Intercom for customer support

Zendesk’s Admin Center provides tools that automate agent ticket workflows. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right.

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. When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on what features you need and what type of customer service strategy you plan to implement.

It allows agents to provide personalized support using voice over internet (VoIP) technology. Zendesk aims to improve customer service for all of its clients, building software that exceeds customer expectations and sets support teams up for success. They accomplished this by adding different tools to their software bundle, now known as the Zendesk Support Suite.