Intercom Vs Zendesk: Pricing, Features, Integrations in 2023

Is it as simple as knowing whether you want software strictly for customer support (like Zendesk) or for some blend of customer relationship management and sales support (like Intercom)? One place Intercom really shines as a standalone CRM is its data utility. 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. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two.

Yes, both Gorgias & Intercom have got extensive documentation for the complicated stuff (if any). Some plans also come with a dedicated account manager who’ll help set it up for you. Plus, there are enough tutorials on YouTube that help you set up either of the software for your ecommerce store. You want to be able to seamlessly integrate the existing tools you use with the ecommerce helpdesk solution you choose.

Intercom or Zendesk: Voice and phone tools

In terms of pricing, Intercom is considered one of the hardest on your pocket. Zendesk can be more flexible and predictable in this area as you can buy different tools separately (or even use their limited versions for free). Though Intercom chat window says that their team typically replies in a few hours, I received the answer in a couple of minutes. Their agent was always trying to convert me into a lead along the way, but heck, that’s a side effect of our job.

Send a dynamically generated self-service email that is populated with customer’s order data and give them an opportunity to resolve the issue instantly. If you’re considering migrating to Enchant from Intercom, we can import your data for you. Chatra’s minimum functionality is really quick and easy to learn.

Customer stories: Learn why so many businesses are choosing Zendesk

It was expensive and very hard to get a real understanding of what it will cost you. Today, there’s no public pricing listed on their website anymore. Instead, they just describe that pricing

is both per seat and per person reached… and you’ll need to get in touch with someone more more details. Intercom charges per seat and per person reached, meaning you’re billed for both the number of people that need to

login and also the number of people reached. Delivery windows, interesting feature, you wanna send the messages only between 8 a.m.

You can enjoy the complete freedom to organize content to make it easier for customers to find the right solutions to their problems. Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced. While Intercom is great for tracking user-centric metrics, Zendesk can provide a more comprehensive look at overall customer support performance. Reporting tools are essential to helping support leaders analyze and improve their customer support operations.

Popular Zendesk Integrations

In addition to Intercom vs Zendesk, alternative helpdesk solutions are available in the market. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively. Zendesk also offers digital support during business hours, and their website has a chatbot.

The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. If you’d want to test Zendesk and Intercom before deciding on a tool for good, they both provide free trials. Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial.

If you upgrade to the Pro package for $153/month, you get everything in the Essential Package, plus other features like more integrations, automating meetings, and custom lead routing. Ahead, I will list out the features, pricing, and integrations to expand the potential of the platforms. While Intercom also provides a user-friendly interface, some users may find it a tad overwhelming, especially when juggling multiple support requests. Zendesk’s simplicity, combined with its robust functionality, significantly reduces the margin for errors and confusion. In the realm of user-friendliness, Zendesk clearly emerges as the superior choice. When it comes to ease-of-use, Zendesk undeniably takes the lead over Intercom.

• The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.
• Basic service`s feature is a huge number of out-of-the-box integrations.
• These features help support reps manage and organize support requests and ongoing communications so they are vital tools that will be used every day.
• Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.
• Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s.

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. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

The enterprise plan starts at $59 per agent per month and includes every feature – from real-time monitoring to 24/7 live chat support to skills-based routing. Support Team, Support Professional, and Support Enterprise, starting at $19 per agent per month and going up to $115 per agent per month for their enterprise plan. The base plan offers a ticketing system integrated with email and social media. It also offers pre-configured business rules, customer interaction history, and out-of-the-box reporting and analytics. In the Enterprise plan, you get everything in the lower plans plus skills-based routing, customized agent roles, and Sandbox. Zendesk offers a 14-day free trial for every plan apart from the Enterprise plan.

Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles. Shared inbox is a valuable tool for support teams to communicate. Apart from team conversations, it integrates with the ticketing system.

Other ways Enchant and Intercom are different

Intercom has more customization features for features like bots, themes, triggers, and funnels. Zendesk, however, has more robust custom reporting capabilities. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables. Chatwoot for mobile enables you to browse conversations, reply to messages and collaborate with your team.

So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution. And just off the top of mine now, I hear a lot about companies like Braze, Mixpanel, of course, has a messaging function built into it, Pendo might.

• If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools.
• Now, let’s delve into the Zendesk vs. Intercom comparison to help you make an informed decision when selecting the right customer support and engagement platform that aligns with your specific needs.
• Use ticketing systems to manage the influx and provide your customers with timely responses.
• Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco.

There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. It’s modern, it’s smooth, it looks great and it has so many advanced features.

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