Zendesk vs Intercom: A comprehensive comparison guide

On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate. It divides all articles into a few main topics so you can quickly find the one you’re looking for. It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features.

• We meet the demands and requirements of HIPAA, CCPA, PCI DSS Level 1, GDPR, and other essential data protection levels.
• But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.
• Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.
• If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account.

Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Founded in 2007, Zendesk started as a ticketing tool for customer success teams.

Zendesk vs. Intercom

Multilingual content and other advanced features come with a $49 price per agent per month. Zendesk and HubSpot use artificial intelligence (AI)-powered automation and unified dashboards to improve customer relationships and team productivity, regardless of your business size. However, HubSpot‘s interface is not as user friendly as Zendesk’s, and its combined pricing for marketing, sales and service functions is quite expensive and complex. However, it offers a generous free version, allowing you to try its features—something missing in Zendesk. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies.

Use ticketing systems to manage the influx and provide your customers with timely responses. 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. Learn all about how these integrations can help out your sales and support teams.

Zendesk vs Intercom for pricing

You can move your valuable information with a safer data transition service to render a unforgettable experience. However, you need to learn how to avoid the net of endless requirements. Our unique technique will gather every small detail of the data throughout the migration to Zendesk. Migration Wizard is a cloud-based SaaS that doesn’t require installation. Also, you can share the access to Demo or Full Data Migration with your team member or customer.

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. What sets Zendesk apart is its user-friendly interface, customizable workflows, and scalability. It caters to a wide range of industries, particularly excelling in e-commerce, SaaS, technology, and telecommunications.

Brian Kale, the head of customer success at Bank Novo, describes how Zendesk helped Bank Novo boost productivity and streamline service. 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.

If you want automated options, Intercom starts at either $499 or $999 per month for up to ten users, depending on the level of automation you’re looking for. If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. Intercom’s large series of bots obviously run on automations as well.

Likewise, give us the credentials to your Zendesk profile to set the target your database should be moved to. As soon as our migration tool gets to the data export destination point, it is prepared to migrate your customer data and all the rest. Be it ticketing software or loads of trustworthy experience of help desk – we have got the know-how in the current data migration procedure. It is none other than the modern customer support software of Helpwise.

• With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard.
• She also empowers business leaders with unbiased data-driven information needed to run their SMBs.
• Both platforms have their unique strengths in multichannel support, with Zendesk offering a more comprehensive range of integrated channels and Intercom focusing on a dynamic, chat-centric experience.
• Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature.

The setup is designed to seamlessly connect your customer support team with customers across all platforms. It really shines in its modern messenger interface, making real-time chat a breeze. Its multichannel support is more focused on engaging customers through its chat and messaging systems, including mobile carousels and interactive communication tools.

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The initial action towards achieving sufficient automated Zendesk import is to prepare by creating relevant custom fields and agent accounts. You have to turn off prior automation rules along with other triggers that may affect the migration process. Our thoroughly picked out crew is always prepared to respond to your queries. Our specialists consider the details given out during the transfer process strictly confidential. The foundation of our migration services is determined by guarding your ticketing data and ensuring an ideal experience. Easily reply to customer conversations and manage workload in a smart & automated way.

One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare.

To view the full list of incoming apps, follow our weekly release notes.

Slack Connector for Workflow Builder (Support) lets anyone create time-saving workflows using clicks, code, or a mix of both. Pre-built connectors allow you to instantly bring your favorite apps and services into your workflows with drag-and-drop simplicity. Using this connector, you can bring key actions from Zendesk into your workflows like creating a ticket, updating a ticket, and adding and removing tags. Combine these Zendesk steps, with the numerous built-in steps offered natively in Workflow Builder, to keep work flowing across all your automations–all in one place. Send workflows in messages, embed them in canvases, bookmark them in a channel, and more.

Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center. Check out this tutorial to import ticket types and tickets data into your Intercom workspace. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. Their reports are attractive, dynamic, and integrated right out of the box.

Here is a Zendesk vs. Intercom based on the customer support offered by these brands. Help Desk Migration ensures you experience no downtime and continue serving your customers seamlessly. Once the Full Data Migration is complete, run a Delta Migration to import only new or updated records from intercom to zendesk without duplicating data. Help Desk Migration solution will spare you from copy pasting data entities or setting lacking fields throughout Intercom to Zendesk migration. Help Desk Migration app permits you map record fields and transform your data migration.

You can then add automations and triggers, such as automatically closing a ticket or sending a message to a user. Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone.

You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.