Intercom vs Zendesk: Comparing features, integrations, and pricing

The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion. Intercom’s pricing structure offers different plans to cater to various customer support and engagement needs, accommodating users with different budgets.

Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations. Basically, if you have a complicated support process, go with Zendesk, an excellent Intercom alternative, for its help desk functionality. If you’re a sales-oriented corporation, use Intercom for its automation options. Both tools can be quite heavy on your budget since they mainly target big enterprises and don’t offer their full toolset at an affordable price.

Reporting and Analytics

If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you. This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.

We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously.

No Code Platforms

Customers increasingly expect to receive fast, convenient, and personalized support. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies.

What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Whether Intercom is cheaper than Zendesk depends on your specific usage, feature requirements, and the number of users in your organization. Zendesk also has a clear and customizable interface, but it has more features, so it might take a bit longer to learn. And you would be surprised to know that the Intercom does not have a VOIP call service.

Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base zendesk vs intercom to their user base. This enables them to speed up the support process and build experiences that customers like. Intercom has a different approach, one that’s all about sales, marketing, and personalized messaging. Intercom has your back if you’re looking to supercharge your sales efforts.

Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience. Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.