Zendesk vs Intercom: Which is better? 2023

zendesk chat vs intercom

It consists of support, chats, calls center solution, and knowledge base modules that you can upgrade separately. Zendesk makes support, sales, and customer engagement software for everyone with a quick to implement, easy to use, platform. The company prides itself on building software that offers the best customer experiences. Zendesk stimulates business growth and helps companies to support customers across all channels. The customer service platform helps businesses to personalize users‘ experiences to deliver excellent customer service.

zendesk chat vs intercom

Happyfox does have features in their ticketing system well-built with things such as SLAs being considered unlike other alternatives to Zendesk we’ve seen so far. However, if you wish to get all professional B2B essentials then it will wound up costing around $64/agent/mo which is quite a sum. Intercom definitely isn’t the most cost effective option out there, although we feel their pricing structure is a bigger challenge than the specific dollar amount. If a customer is signed in to your app or website and has the left a live chat, Intercom will email them the conversation. The customer will then have the choice to return to the chat window, or reply directly to the email, converting it into a thread. However, agents are unable to forward a full chat transcript to customers after the conversation has closed.

Additional menu

Another benefit of Freshdesk is that the documentation and information produced by an agent or customer can be easily uploaded “on the fly” to the software’s knowledge base. You already know that Intercom charges per feature, but limiting analytics to premium plans is harsh, especially considering that the tool is a customer service platform and data is essential. Without a doubt Zendesk is the most popular help desk sofware out there, this doesn’t mean that there is no competition. Using Zendesk if you have a small team would work fine, even tough . Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting.


You can learn about customer satisfaction, some common issues, questions customers ask, or how well your agents are doing. When you use Intercom to acquire customers, you’ll get a few helpful tools. It comes with a Business Messenger, Outbound Messaging, comprehensive reports, and chatbots that you can use for sales and marketing. Fast-growing companies and established enterprises could pick Intercom or Zendesk, while small businesses would be better off with Chatra and JivoChat. LiveAgent is an Intercom alternative you might want to consider as it offers a number of support features that Intercom doesn’t.

Top Alternatives

This feature is found only in the two most expensive plans, so you’ll have to pay for the premium plans if you need the live monitor. We found that while it’s helpful, it may not be a necessity for many businesses, especially smaller businesses with less site traffic. Zendesk Chat includes unlimited chat history in all plans except for the free plan. This feature will benefit any company that wants to be able to refer back to chats for any purpose. The main drawback of this section is that chats cannot be exported as a CSV or Excel file, which would be helpful for searching most-used words. You can also create a product tour guide to help new customers understand your product.

zendesk chat vs intercom

The software is effective for helping teams provide empathetic and quick customer service through Gmail. Users can easily manage, assign, or collaborate on customer issues while also taking advantage of automation and advanced analytics from Gmail. LiveAgent is often referred to as the best Zendesk alternative for cost value. This platform acts as a help desk tool capable of receiving and managing client requests from various channels. For example, LiveAgent allows users to communicate via email, social media, telephone, or live chat.

Integrate your favorite apps — or build your own

When contrasting Freshdesk and Zendesk, there is no clear favorite. It all depends on the priorities, specific requirements and preferences of the user. Freshdesk is a straightforward, cost-effective option for smaller teams with limited financial resources. On the other hand, if you have the budget and need the most features for your money, then Zendesk is the better choice. Having a live view of all visitors on your site is a helpful way to track visitors, engagement, which web pages are being viewed, and more. Zendesk Chat’s live visitor view provides both a list and “visual” view of website visitors.

What is the difference between paging and Intercom?

Paging systems commonly divide or separate buildings or areas into a number of regions, zones, or addressable coverage areas. An Intercom is a system that allows people to communicate point-to-point between different rooms.

You can use this with the push notification of the app to keep your customers in the loop of possible promos, rewards, and more. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible. You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect.

Zendesk vs Intercom: Help Desk Software Comparison

Generally, humans can’t handle this volume of exchange, that’s why help desk software was made. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack. There is a really useful one for Shopify to provide customer support for e-commerce operations. HubSpot and Salesforce are also available when support needs to work with marketing and sales teams.

  • Once you login you’ll notice that the interface is pretty intuitive and easy to use.
  • Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time.
  • 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)?
  • Intercom’s live chat reports aren’t just offering what your customers are doing or whether they are satisfied with your services.
  • As for the category of voice and phone features, Zendesk is a clear winner.
  • Our new Scores feature allows you to set up points-based scoring models for customers, product engagement, and leads using any attributes or activities you choose.

With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle. Intercom does not offer a native call center tool, so it cannot handle calls through a cloud-based phone system or calling app on its own. However, you can connect Intercom with over metadialog.com 40 compatible phone and video integrations. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier.


It can automatically suggest relevant articles to customers reducing the workload for your support agents. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics. 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)? Broken down into custom, resolution, and task bots, these can go a long way in taking repetitive tasks off agents‘ plates. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Zendesk claims eight out of 10 customers would rather do than contact support. To that end, you can import themes or apply your own custom themes to brand your help center the way you want it.

  • Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.
  • Customer service systems like Zendesk and Intercom should provide a simple workflow builder as well as many pre-built automations which can be used right out of the box.
  • Freshdesk is a product of Freshworks, which focuses on aiding customer support teams solely.
  • The result is that Zendesk generally wins on ratings when it comes to support capacity.
  • Based on the number of customer service agents you need to accommodate, you could be paying thousands of dollars every single month for the right customer support platform.
  • It combines live chat, chatbot, knowledge base, in-app messenger, and auto message functionality with help desk features like shared inbox, customer profiles, tags, etc.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.