Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

Intercom vs Zendesk: Which One is Right for Your Business?

intercom vs. zendesk

Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest. Since Zendesk’s inception, its ticketing system has remained the best in the business. While Zendesk features are plenty, someone using it for the first time can find it overwhelming. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal. At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements.



Posted: Thu, 06 Oct 2022 07:00:00 GMT [source]

A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time.

Pricing Comparison: Intercom Vs. Zendesk

Zendesk also has Answer Bot, which instantly takes your knowledge base game to the next level. It can automatically suggest relevant articles for agents to share with customers, reducing your support agents’ workload. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances intercom vs. zendesk 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. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality.


Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads. 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. Unlock your customer experience (CX) potential with the best customer service software.

Zendesk vs. Intercom: Head to Head Comparison

We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify. Intercom’s pricing is much more customized, offering two monthly plans geared to very small businesses. Larger companies will need to book a demo and receive a custom quote for services.

intercom vs. zendesk

It will allow you to leverage some Intercom capabilities while keeping your account at Zendesk. Though the Intercom chat window says that their team typically replies in a few hours, don’t expect https://www.metadialog.com/ to receive any real answer in chat for at least a couple of days. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs.

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. 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. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators.

intercom vs. zendesk

This way, your clients will never have to repeat themselves or get frustrated because their new representative doesn’t know their background. You don’t have to pay per contact on your database, and you there are many free features you can use. With Zendesk, you can anticipate customer questions, allowing for shorter reply periods. With its CRM, you have the ability to place your clients in your sales funnels and follow through with them until conversion. Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours.

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