Who Is the Winner in This Zendesk vs Intercom Showdown?

Attract, convert, close and delight customers with HubSpot’s complete set of marketing tools. HubSpot all-in-one marketing software helps more than 12,000 companies in 56 countries attract leads and convert them into customers. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat , email, phone and so on.

  • You can see their attention to detail in everything — from tools to the website.
  • To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone to calculate costs.
  • Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace.
  • Intercom offers chatbots, helpdesks, and a high level of customization.
  • To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky.
  • Zendesk wins the omnichannel capabilities category because it offers voice as a service, which we think is absolutely critical.

Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions Intercom VS Zendesk simultaneously. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. If you thought that Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’re going to pay for Intercom at the end of the day.

Intercom Chat VS. Zendesk Chat: Integration

This user wanted to send out location-specific notifications through Intercom to the people in relevant cities; Intercom wasn’t able to help out. The user notes that they had to input the specific neighborhoods around the city, making the process far more manual than it had to be. While Intercom offers unique feature options that weave together well into campaigns and series, it lacks voice calling–a critical feature–and spreads its more advanced features out too much among plans.

Intercom VS Zendesk

Intercom has a variety of tools for users who wish to contact them. They offer a live chat tool for users where agents will determine how big of an issue a user has. Right on their menu, they offer customers a resource tab with all the channels customers can choose from. Some of these tasks include identifying and routing customers to support and sales agents. Both Intercom and Zendesk offer businesses integrations that can be used to make the software more powerful and personalized.


We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Agents can respond in any channel by typing in the text box and have access to deep customer experience history and background in the right-hand column. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data. Reporting and analytics provide metrics, trends, and key performance indicators that offer insights to agents and administrators.

It strengthens the Professional toolset with skill-based routing and a free pathfinder app. This price tier supports multiple ticket forms, business hours, custom roles, and permissions. Here is also available a fancy feature of satisfaction prediction, machine learning model, your team can enter conversations with more context. Team plan differs from the Essential one by setting such features as custom and group ticket views, preconfigured and custom triggers, and automations.

Help Desk and Ticketing

However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Triggers are event-based rules that can fire every time a ticket is created or updated.


Both providers are very similar to each other in terms of what they offer. The differences come in the features they provide, what each company provides as a whole, and how they go about ensuring customers receive personalized and positive experiences every single time. Messages is all about sending targeted, personalized messages to customers and receiving notifications whenever customers interact with your business. These notifications can also be triggered by time, so those who aren’t interacting with your business aren’t completely forgotten. Before we dive into the head-to-head, it’s important for you to understand what Intercom and Zendesk offer. We’re going to quickly discuss some important features and which products actually align with each other because Zendesk is a bigger company with much more to offer customers.

Final Verdict: Which Live Chat is Compatible for Your Business?

This actually gives small businesses something to think about when deciding between plans that work best for them. The features not included in the Essential plan also aren’t as game-changing as in Intercom Messages. Uses channels like Facebook and Twitter to bring more personalized chat and support experiences to customers. Offer your customers a quick path to the answers they need with knowledge base and community features.

Intercom VS Zendesk

However, it’s obvious that they’re crafted for different use cases. Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. It’s just that they serve different purposes and use cases. Intercom creates the best experience for your customers—with 300+ powerful integrations to help keep them happy along the way.

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