Zendesk vs Intercom: Which One Is Right for You?

Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers. Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

You don’t have to pay per contact on your database, and you there are many free features you can use. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate. It not only shows you all of the apps you can use, but it also divides these into topics and categories. With all accounted for, it seems that Zendesk still has a number of user interface issues.

Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing. Zendesk has over 150,000 customer accounts from 160 countries and territories. They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. We have an intention to direct you through each step of the way to make the Zendesk importing process as easy as possible.

• With so many solutions to choose from, finding the right option for your business can feel like an uphill battle.
• We even offer a bulk organization import feature for your convenience.
• Don’t worry about experiencing hardships whilst doing your Supported Platform data import and export.
• It divides all articles into a few main topics so you can quickly find the one you’re looking for.

It is favored by customer support, helpdesk, IT service management, and contact center teams. Two leading contenders in the customer service platform space, Zendesk and Intercom, have transformed businesses’ customer engagement by offering powerful software solutions that enhance support systems. To select the ideal fit for your business, it is crucial to compare these industry giants and assess which aligns best with your specific requirements.

Provide Intercom Connection

Moreover, that is why we deploy a test mechanism for our migration tool prior to releasing each ticket in order that it comes to its end-point safely and accurately. Our perfect goal has always been to enhance user service satisfaction to accomplish continuous work effectiveness. Intercom focuses on real-time customer messaging, while Zendesk provides a comprehensive suite for ticketing, knowledge base, and self-service support. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. Experience the power of Help Desk Migration’s Zendesk import solutions and take advantage of our comprehensive import app.

Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. 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.

If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. Zendesk, on the other hand, has revamped its security since its security breach in 2016. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated.

Intercom vs Zendesk: Pricing and Plans

Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 intercom to zendesk monthly per user. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. Provide self-service alternatives so customers can resolve their own issues.

Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented. Which means it’s rather a customer relationship management platform than anything else. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations.

With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. We take into consideration the resourcefulness of customer data migration.

You should be able to move your support records from one platform to another seamlessly in order to retain and attract your customers. Zendesk has a help center that is open to all to find out answers to common questions. Apart from this feature, the customer support options at Zendesk are quite limited. First, you can only talk to the support team if you are a registered user. 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.

Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Our CSV import feature allows you to effortlessly handle large volumes of data with options to customize the import type to your specific needs. With the bulk user import Chat PG option, you can efficiently import users in bulk, ensuring a swift and accurate transfer of data. We even offer a bulk organization import feature for your convenience.

You do not have to worry about unaligned or scrambled help desk data – Zendesk migration process is actually quicker, easier, and more accessible than other migration software. With our help, you do not need to think about installation, your programming skills, and unnecessary required files prior to importing your information to the new https://chat.openai.com/ platform. Calm down being aware of the fact that we will smoothly integrate your data during the migration process. Hundreds of ordinary help desk providers have occupied the market and companies now constantly lose data. You can move your valuable information with a safer data transition service to render a unforgettable experience.

However, customers should keep in mind that Intercom does not offer voice. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace.

This will let you review the limited number of migrated data from Intercom and recognize probable gaps in advance. Though Zendesk transition process supports all complicated technical and hardware systems – it can be a burden to move records from Intercom. Users can also access a resource library to stay updated on the latest trends, product announcements, and best practices. Intercom regularly hosts webinars that are recorded and stored for future reference.

All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. After signing up and creating your account, you can start filling in your information, such as your company name and branding and your agents’ profiles and information. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you.

You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. The cheapest plan for small businesses – Essential – costs $39 monthly per seat.

The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.

Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files. Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. 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 and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. Use them to quickly resolve customer question on, for example, how to use your product. You can then create linked tickets for any bug reports or issues that require further troubleshooting by technical teams. Intercom also has an omnichannel customer service solution, but it’s fairly limited, with no native voice capabilities and minimal voice integrations.

This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. 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.

Intercom’s help center allows you to draft and organize collections of articles, accessible to customers via a search bar in the Messenger widget. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows.

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 (KPIs) that offer insights to agents and administrators. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Set automatic triggers so that certain events send push notifications to targeted customers, or use them as part of communication campaigns and series, and run A/B testing to compare two notifications. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked.

But it’s designed so well that you really enjoy staying in their inbox and communicating with clients. 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. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.

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. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. Zendesk also has an Answer Bot, which instantly takes your knowledge base game to the next level.

It can automatically suggest relevant articles for agents during business hours to share with clients, reducing your support agents’ workload. 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. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced.

Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features. The setup can be so complex that there are tutorials by third parties to teach new users how to do it right. Intercom works with any website or web-based product and aims to be your one-way stop for all of your customer communication needs. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Learn how top CX leaders are scaling personalized customer service at their companies. We conform to ethical software practice and would never consider changing or modifying your data during the migration process.

Our Zendesk import solutions also include the ability to work with CSV data files, allowing you to execute actual imports with ease. You can choose from various import types and options, making Help Desk Migration the go-to platform for all your Zendesk import automation needs. Whether it’s ticket imports, additional import types, or automating the entire Zendesk import process, we’ve got you covered.

Intercom vs Zendesk: Pros & Cons

Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.

Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. 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. Messagely’s live chat platform is smooth, effective, and easy to set up.

You preserve the structure of your business data with minimum effort. You can carry out records import in a few simple moves, applying our automated migration tool. If you’re trying to organize a elaborate data structure, feel free to go with our customized way. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want.

With Zapier’s 6,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact. Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. 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.

Fin will use your history to recognize and suggest common questions to create answers for. Check out this tutorial to import ticket types and tickets data into your Intercom workspace. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more.

Help Desk Migration is your ultimate solution for a seamless Zendesk import and Zendesk data migration process. We specialize in importing data to Zendesk, utilizing our state-of-the-art Zendesk data importer. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit.

But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Sales teams can also view outbound communications, and any support agent can access resources from the Intercom workspace.

Just match the ticket fields the way you want them to be imported and inform us about data, you want to move differently from the standards. You are able to export your contacts, tickets and the rest of data instantly. While Zendesk features are plenty, someone using it for the first time can find it overwhelming. Intercom has a community forum where users can engage with each other and gain insights from their experiences.

This article explains how concepts from Zendesk work in Intercom, how you can easily get started with imports, and what to set up first. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. 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.