Zendesk vs Intercom: In-Depth Features & Price Comparison

However, it’s essential to consider the strengths of Zendesk, which offers a comprehensive and versatile customer support platform. While Intercom excels in certain aspects of customer communication, Zendesk offers its own set of strengths that cater to different aspects of customer support and engagement. While administrators can automatically assign tickets to certain agents or teams, they can also manually assign tickets to members of sales or customer service teams. Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.

• With Intercom, businesses can engage in real-time chats, schedule meetings, and strategically deploy chat boxes to specific customer segments.
• Zendesk offers a 14-day free trial for every plan apart from the Enterprise plan.
• There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials.
• It’s a big task predicting what you’re going to pay for Intercom at the end of the day.

Gorgias starts at $60/month for 350 tickets + $25 for every additional 100 tickets. The price of additional tickets goes down as you upgrade to higher plans. You may want to check out a complete breakdown of all Gorgias pricing plans to help you choose the best one. Give customers the opportunity to resolve before starting a live chat. Provide 24×7 customer service for all common issues without involving agents.

INTEGRATIONS

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. It can still be used in the same way, but from our perspective, it seems to be much more geared towards customer support, less so for sales and marketing.

As you can see, Intercom does not publicize most of its prices. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost.

ThriveDesk: An Alternative Helpdesk Solution

While on one hand, you have to scroll through multiple comparison websites, online reviews, etc. On the other hand, you need to be careful about the various needs and requirements of your support team. Keep your customers in the flow by embedding help articles right on your website. With Beacon, they never have to leave the page to find an answer. When you’re ready to evaluate Help Scout, our data migration tool lets you import your data from Intercom into Help Scout. It can be done in just a few clicks and without any assistance from your IT department.

However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams. For $395/month the Pro tier allows up to 5 users and eliminates the volume restriction. This tier provides everything a small or medium-sized business will need, including better ticket management and advanced workflow automation tools. Intercom is a fully-featured customer support platform that provides powerful automation and AI tools to enable more efficient and effective customer engagement.

Chatbot to the rescue!

The latest product updates, articles, and resources, sent to your inbox once a month. Take ownership of your data by self-hosting Chatwoot on your servers or any cloud service provider. Be compliant with the regulations like GDPR, CPRA, and HIPAA without sending data to third-party services. Chatwoot enables your team to be more productive, faster, and collaborate without switching apps. Gorgias and Intercom aren’t the only great support tools for your ecommerce store.

Zendesk is ideal for businesses seeking to enhance their customer service processes and maintain a high level of customer satisfaction across Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales.

Intercom vs Zendesk Pricing in a Table

Zendesk also includes built-in CSAT and NPS (Net Promoter Score) surveys and even allows you to track the effectiveness of your knowledge base articles and self-service resources. Winner — Intercom edges out Zendesk here due mainly to its customizable workflow capabilities. Few customer support tools can match Intercom in this regard. Chat tools are the foundation of customer support software in 2023 and can serve as a key differentiator when choosing the right vendor.

Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. 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. At the same time, the vendor offers powerful reporting capabilities to help you grow and improve your business.

Overall impression (aka very subjective take on user experience):

You can use it to build better customer relationships through personalized, messenger-based experiences across the customer journey. You can use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging. Their primary offering revolved around live chat and messaging,

but they have since added knowledge bases and email management.

The main purpose of a support tool is to allow the entire support team to log in and respond to customer conversations across channels simultaneously. Both the tools also work well to make internal communication possible with the help of Slack integration. Intercom, although a leading customer service software, isn’t specifically designed for ecommerce businesses. It syncs customer data and allows you to track users’ actions in the store.

Reports & Analytics

The helpfulness score predicts the relative value a user receives from a given review based on a number of factors. Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review.

• Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install.
• Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior.
• Zendesk is distinguished by its robust and versatile customer support solutions.
• The odes to the “clean and modern user interface” are omitted.
• Zendesk and Intercom are robust tools with a wide range of customer service and CRM features.
• In a recent study, 97% of global consumers said customer service is an important factor in their choice of brand.

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