Zendesk Chat vs Intercom Which One Should You Use?

There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. With Help Scout you can start having conversations in minutes, with fewer clicks, and manage the setup yourself. There’s no need for outside consultants or teams of dedicated admins even if you have a complex support setup. Now all of them will tend to have an API you can work with, that you can send data to, so we don’t really compare on that. We assume that, if we wanted to work directly with the API, we do that. As we see, we have some of the backend libraries here, here’s a JavaScript library, mobile libraries, an integration with Segment, which they build right away.

• When it comes to integrations, Zendesk and Intercom both offer diverse possibilities, but here, Zendesk takes the lead.
• The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.
• The Intercom team will usually answer to all questions on this forum.
• With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort.

This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, plans, pros and cons, and user-support options. Zendesk Suite includes all features for email, live chat, voice, and social media support. There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users.

Intercom vs. Zendesk: Which is right for your business?

In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. Intercom is the new guy on the block when it comes to help desk ticketing systems.

Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing. Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior. This means that you can send targeted messages to different groups of users based on how they interact with your product. Intercom also offers a suite of tools for customer support, including a knowledge base, a help center, and a community forum. While both Intercom and Zendesk excel in customer support and engagement, the decision between the two depends on your specific requirements.

Intercom vs Zendesk: overall impression

Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting. Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere.

This requires a genuine understanding of customers’ motives on your platform and customizing the experience to their needs. We performed a comparison between Intercom Customer Communications Platform and Zendesk based on real PeerSpot user reviews. Their support section is based on the Docs forum, where you can ask questions or read on related topics.

Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS. Proactive support means fewer questions for your team and much happier customers. See how our customer service solutions bring ease to the customer experience. Use ticketing systems to manage the influx and provide your customers with timely responses. When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution.

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. Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? Powered by Explore, Zendesk’s reporting capabilities are pretty impressive.

How easy it is to program a chatbot and how effective a chatbot is at assisting human reps is an important factor for this category. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Did you know that integrations between Zendesk and Intercom are possible?

We hope this help desk comparison blog will help you make the best decision for your customer service team. Remember, before you opt for a full-fledged plan, it’s always better to go for a free trial to see how the solution really works. However, with Zendesk, agents can gain relevant context by viewing a customer’s profile and past interactions.

Customer Experience

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