Compare Zendesk vs Intercom for Ecomm Businesses

Whatever you think of Intercom’s design and general user experience, you can’t deny that it outperforms all of its competitors. Everything, from the tools to the website, reflects their meticulous attention to detail. When it comes to the design and simplicity of the software for customer use, Zendesk’s interface is somewhat antiquated and cluttered, especially when it comes to customizing the chat widget.

Use ticketing systems to efficiently manage high ticket volume, deliver timely customer support, and boost agent productivity. However, the latter is more of a support and ticketing solution, while Intercom is CRM functionality-oriented. This means it’s a customer relationship management platform rather than anything else.

Sales productivity

In evaluating the reporting and analytics capabilities of Intercom and Zendesk, you’ll notice distinct focuses that can shape your decision. Zendesk also allows Advanced AI and Advanced data privacy and protection plans, which cost $50 per month for each Advanced add-on. Let us dive deeper into the offerings of Zendesk and Intercom to make a comparison at a glance.

At all tiers, there is an additional fee to work with a member of the Zendesk success team on unique engagements. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions. Luca Micheli is a serial tech entrepreneur with one exited company and a passion for bootstrap digital projects. He’s passionate about helping companies to succeed with marketing and business development tips.

Not to mention marketing and sales tools, like Salesforce, Hubspot, and Google Analytics. One of Zendesk’s other key strengths has also been its massive library of integrations. It works seamlessly with over 1,000 business tools, like Salesforce, Slack, and Shopify. With its features and pricing, Zendesk is geared toward businesses that full in the range from mid-sized to enterprise-level. Intercom is more for improving sales cycles and customer relationships, while Zendesk, an excellent Intercom alternative, has everything a customer support representative can dream about.

Conversely, Intercom lacks ticketing functionality, which can also be essential for big companies. Zendesk also has an Answer Bot, instantly taking your knowledge base game to the next level. It can automatically suggest relevant articles for agents to share during business hours with clients, reducing your support agents’ workload. Chat features are integral to modern business communication, enabling real-time customer interaction and team collaboration. 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.

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. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Pipedrive also includes lead management features like automatic lead nurturing, labeling, and bulk imports.

It can also handle complex interactions and provide real-time insight to customer support agents. Overall, Intercom is a better option if personalized and robust chatbots are something you are looking for when managing customer support strategy. However, businesses must choose between Zendesk vs Intercom based on their needs and requirements. In today’s business world, customer service is fast-paced, and customers have higher expectations. To enhance customer satisfaction, businesses must equip their teams with customer support solutions and customer service software.

Let’s look at how help desk features are represented in our examinees’ solutions. So, you see, it’s okay to feel dizzy when comparing Intercom vs Zendesk. Given that we’re neither Intercom nor Zendesk, we ourselves were curious to see how these two titans of customer service differ. Intercom has more customization features for features like bots, themes, triggers, and funnels. You can use both Zendesk and Intercom simultaneously to leverage their respective strengths and provide comprehensive customer support across different channels and touchpoints. Learn how top CX leaders are scaling personalized customer service at their companies.

Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. It’s modern, it’s smooth, it looks great and it has so many advanced features. It has very limited customization options in comparison to its competitors. Novo also reported faster ROI, thanks to Zendesk’s AI capabilities and automation features that cut administrative costs.

Mobile app

As I’ve already mentioned, they started as a help desk/ticketing tool, and honestly, they perfected every bit of it over the years. As it turns, it’s quite difficult to compare Zendesk against Intercom as they serve different purposes and will fit different businesses. While doing my research for this article, I’ve not only tested both Intercom and Zendesk myself, but also read a pile of different articles, comparisons, guides, showdowns and all this kind of stuff. What really struck me though is that people seemed to like Zendesk more. Struck not in a bad way, more like in a very neutral ‘huh, this may be interesting’ way. While Zendesk’s costs might seem higher initially, its straightforward approach can save you money in the long run with no hidden fees.

This comparison is going to help you understand the features of both tools. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. One more thing to add, there are ways to integrate Intercom to Zendesk. Visit either of their app marketplaces and look up the Intercom Zendesk integration. Like with many other apps, Zapier seems to be the best and most simple way to connect Intercom to Zendesk.

• Remember that there is no one-size-fits-all solution, and the optimal platform for you will be determined by your individual demands.
• In comparison, Intercom’s confusing pricing structure that features multiple add-ons may be unsuitable for small businesses.
• Zendesk also allows Advanced AI and Advanced data privacy and protection plans, which cost $50 per month for each Advanced add-on.
• To make your ticket handling a breeze, Customerly offers an intuitive, all-in-one platform that consolidates customer inquiries from various channels into a unified inbox.
• Unlike Intercom, Zendesk is scalable, intuitively designed for CX, and offers a low total cost of ownership.
• There is also an opinion that Zendesk’s interface and design are slightly less convenient in comparison to Intercom’s, which provides a more streamlined user interface.

Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. Pipedrive also has security measures baked into its solution, offering SSO for its users.

Agents can use this to anticipate and proactively address issues before the escalate, or even arise in the first place. It goes without saying that you can generate custom reports to hone in on particular areas of interest. Whether you’re into traditional bar charts, pie charts, treemaps, word clouds, zendesk or intercom or any other type of visualization, Zendesk is a data “nerd’s” dream. It makes sure that you don’t miss a single inquiry by queuing tickets for agent handling. You can configure it to assign tickets using various methods, such as skills, load balancing, and round-robin to ensure efficient handling.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. Intercom’s user interface is also quite straightforward and easy to understand; it includes a range of features such as live chat, messaging campaigns, and automation workflows. Additionally, the platform allows for customizations such as customized user flows and onboarding experiences. Zendesk’s user face is quite intuitive and easy to use, allowing customers to quickly find what they are looking for. Additionally, the platform allows users to customize their experience by setting up automation workflows, creating ticket rules, and utilizing analytics. Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go.

Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. The Zendesk sales CRM hits all of the functions you’d expect from CRM software, like reporting and analytics tools that can deliver key sales metrics with pre-built dashboards right out of the box. On top of that, you can use drag-and-drop widgets to create custom CRM reports with the data most important to your goals.

To make your ticket handling a breeze, Customerly offers an intuitive, all-in-one platform that consolidates customer inquiries from various channels into a unified inbox. Plus, Intercom’s modern, smooth interface provides a comfortable environment for agents to work in. It even has some unique features, like office hours, real-time user profiles, and a high-degree of customization.

They have great UX and a normal pricing range, making it difficult for businesses to choose one, as both software almost looks similar in their offerings. They have a dedicated help section https://chat.openai.com/ that provides instructions on how to set up and effectively use Intercom. Intercom’s app store has popular integrations for things like WhatsApp, Stripe, Instagram, and Slack.

Zendesk boasts robust reporting and analytics tools, plus a dedicated workforce management system. With custom correlation and attribution, you can dive deep into the root cause behind your metrics. We also provide real-time and historical reporting dashboards so you can take action at the moment and learn from past trends.

If you require a robust helpdesk with powerful ticketing and reporting features, Zendesk is the better choice, particularly for complex support queries. Customerly is a forward-thinking, all-in-one customer service platform. Similar to Zendesk, Intercom’s pricing reserves its most powerful automations for higher-paying customers, the good news is that Fin AI comes with all plans.

However, you won’t miss out on any of the essentials when it comes to live chat. Automated triggers, saved responses, and live chat analytics are all baked in. The only other downside is that the chat widget can feel a bit static and outdated. While both Zendesk and Intercom offer the essentials, like ticketing, issue resolution, and automation, the devil’s in the details when it comes to which is best for your unique needs. In comparison, Intercom’s reporting and analytics are limited in scope when it comes to consumer behavior metrics, custom reporting, and custom metrics. Discover how to awe shoppers with stellar customer service during peak season.

• No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks.
• Zendesk is one of the biggest players in the realm of customer support platforms.
• It’s built for function over form — the layout is highly organized and clearly designed around ticket management.

There is a conversation routing bot, an operator bot, a lead qualification bot, and an article-suggesting bot, among others. It is also not too difficult to program your own bot rules using Intercon’s system. Customerly’s Helpdesk is designed to boost efficiency and collaboration with the help of AI. Agents can easily view ongoing interactions, and take over from Aura AI at any moment if they feel intervention is needed.

Intercom or Zendesk: Chatbot features

Key help desk features, like automated ticket assignments and internal collaboration tools, improve your team’s responsiveness and service quality. Zendesk offers its users consistently high ROI due to its comprehensive product features, firm support, and advanced customer support, automation, and reporting features. It allows businesses to streamline operations and workflows, improving customer satisfaction and eventually leading to increased revenues, which justifies the continuous high ROI. Zendesk offers robust reporting capabilities, providing businesses with detailed insights into consumer interactions, ticketing systems, agent performance, and more. Businesses can also track their performance, identify trends, and make informed decisions using its advanced analytics tool and creative dashboards that can customized according to the business needs.

You can access detailed customer data at a glance while chatting, enabling you to make informed decisions in real time. The customer journey timeline provides a clear view of customer activities, helping you understand behaviors and tailor your responses accordingly. Your agents will love the seamless assistance Aura AI provides throughout the entire customer interaction.

We’d also recommend checking out this blog on suspended ticket management in ZenDesk. To sum it all up, you need to consider various aspects of your business before choosing CRM software. While deciding between Zendesk and Intercom, you should ensure the customization, AI automation, and functionalities align with your business goals. As we delve into the features of Zendesk, we can identify the following weaknesses regarding user experience. Intecom’s pricing strategies are not as transparent as Zendesk’s pricing. 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.

Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.

Plus, visit tagging and geolocation features allow your sales team to effortlessly log in-person sales visits, letting you monitor all your sales interactions in one centralized place. Pipedrive provides a mobile app to manage sales leads, view your calendar, and access your to-do list. And while Pipedrive’s mobile app can help you look at where your leads are on the map, you won’t be able to log sales visits using geolocation features. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices.

Compared to Zendesk and Intercom, Helpwise offers competitive and transparent pricing plans. Its straightforward pricing structure ensures businesses get access to the required features without complex tiers or hidden costs, making it an attractive option for cost-conscious organizations. 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. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing. Intercom also does mobile carousels to help please the eye with fresh designs.

Ultimately, your choice should reflect whether your priority is comprehensive customer support (Zendesk) or a blend of CRM and sales support (Intercom). Traditional ticketing systems are one of the major customer service bottlenecks companies want to solve with automation. Intelligent automated ticketing helps streamline customer service management and handling inquiries while reducing manual work. If your goal is to deliver outstanding customer support to your audience, then Zendesk is a good option. It comes with a unified omnichannel dashboard, custom reports, and an advanced ticketing system.

With Pipedrive, users have access to visual reporting dashboards, but adding custom fields is limited to their Professional, Power, and Enterprise plans. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. I tested both of their live chats and their support agents were answering in very quickly and right to the point.

Whether you want to integrate Slack for internal team communication or PandaDoc to send and track sales proposals, Zendesk supports easy-to-set-up app integrations to help boost employee productivity. Additionally, the Zendesk sales CRM seamlessly integrates with the Zendesk Support Suite, allowing your customer service and sales teams to share information in a centralized place. Zendesk and Intercom offer help desk management solutions to their users. Considering all the features of Zendesk, including robust ticketing, messaging, a help center, and chatbots, we can say that Zendesk excels in being the top customer support platform. It is a reliable and effective software for businesses of all sizes.

Sometimes, businesses do not even realize the importance of various aspects you must consider while making this choice. 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. It is favored by customer support, helpdesk, IT service management, and contact center teams. 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.

If you want to get to the nitty-gritty of your customer service team’s performance, Zendesk is the way to go. When it’s intelligent and accessible, reporting can provide deep insights into your customer interactions, agent efficiency, and service quality at a glance. Zendesk’s reporting tools are arguably more advanced while Intercom is designed for simplicity and ease of use.

It’s also highly customizable, so you can adjust it according to the style of your website or product. The Intercom versus Zendesk conundrum is probably the greatest problem in customer service software. They both offer some state-of-the-art core functionality and numerous unusual features. Basically, if you have a complicated support process, go with Zendesk for its help desk functionality.

On the other hand, Intercom may have a lower ROI when compared to Zendesk due to the limited depth of features it offers. Although it provides businesses with valuable messaging and automation tools, they may require more than this to achieve a higher level of functionality. Companies might assume that using Intercom increases costs, potentially impacting businesses’ ROI.

If you’re still on the fence about which platform to choose, consider exploring Tidio as a strong alternative. Tidio stands out with its advanced AI-powered chatbots and seamless automated workflows, making customer interactions efficient and personalized. It also features an AI-driven ticketing system, an omnichannel dashboard to manage all customer communications in one place, and customizable chat widgets to enhance user engagement. You can also use Intercom as a customer service platform, but given its broad focus, you may not get the same level of specialized expertise. It allows businesses to organize and share helpful documentation or answer customers’ common questions.

Customer experience will be no exception, and AI models that are purpose-built for CX lead to better results at scale. 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. Their help desk software has a single inbox to handle customer inquiries.

This user interface improves user behavior analysis by providing clear insights into customer interactions, so you can give personalized support effectively. Both platforms offer valuable analytics tools, but your choice should hinge on whether you need in-depth support metrics or a stronger emphasis on customer interaction. Zendesk excels in detailed reporting, allowing you to track key metrics like ticket volume and customer satisfaction. Its custom reports provide tailored insights that can improve your support performance. Zendesk offers a robust ticketing system and transparent pricing, ensuring a reliable ROI without hidden fees, unlike Intercom.

Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. Users also point out that it can take a couple of hours to get used to the flow of tickets, which doesn’t happen in CRM, and they aren’t pleased with the product’s downtime. Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either. Users report feeling as though the interface is outdated and cluttered and complain about how long it takes to set up new features and customize existing ones. Then, you can begin filling in details such as your account’s name and icon and your agents’ profiles and security features.

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)? Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive.

Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. 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. Zendesk provides its partners with quality support and educational resources, including online training and certification programs, helping turn any salesperson into a Zendesk expert. Conversely, some Pipedrive users have issues working with Pipedrive, with users describing their support and onboarding experiences as slow and limited. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support.

Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. You can foun additiona information about ai customer service and artificial intelligence and NLP. Intercom’s CRM features include customer journey tracking, custom data parameters, and list segmentation, which are useful for targeted marketing and engagement. You can use these features to create custom funnels, segment users based on specific behaviors, and automate personalized communications.

Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. Zendesk’s help center tools should also come in handy for helping customers help themselves—something Chat GPT 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. From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore.

Zendesk TCO is lower than Intercom due to its ability to scale, which does not require additional cost to update the software for a growing business. It also has a transparent pricing model so businesses know the price they will incur. Lastly, the tool is easy to set up and implement, meaning no additional knowledge or expertise makes the businesses incur additional costs. Zendesk’s automation features are limited to offering basic automation to streamline repetitive tasks. While Zeendesk provides automation services for ticket support systems, notifications, chatbots, etc., it may not be an extensive feature compared to Intercom.

It’s where customers ask the questions that may result in the largest sales in your company’s history. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. But Intercom’s friendliness for growing companies is something you can’t afford to ignore. If your business is established and you need to cut down on those ticket resolution times, Zendesk may be worth it. Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms.

The result is that Zendesk generally wins on ratings when it comes to support capacity. And while many other chatbots take forever to set up, you can set up your first chatbot in under five minutes. However, if you’re looking for a streamlined, all-in-one messaging platform, there is no better option than Messagely. You can also contact Zendesk support 24/7, whereas Intercom support only has live agents during business hours. Finally, you’ll have to choose your reporting preferences including details about what you’ll be tracking and how often you want to be reported of changes. Since Zendesk has many features, it takes a while to learn how to use the options you’ll be needing.

Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Say what you will, but Intercom’s design and overall user experience are leaving all its competitors far behind. It’s beautifully crafted and thought through, and their custom-made illustrations are just next level stuff. You can see their attention to detail in everything — from their tools to their website.