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

Zendesk’s Admin Center provides tools that automate agent ticket workflows. 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. Zendesk wins the ticketing system category due to its easy-to-use interface and side conversations tool. 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.

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. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.

Customizing Intercom – getting started

When a ticket is found in Zendesk, create a conversation in Intercom and keep both in sync. When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync. Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates.

The skipped and failed records reports will show the reason for unsuccessful transfers. This tool took the “painful” and “time-consuming” factors out of the data migration. Learn more about the differences between leading chat support solutions Intercom and Zendesk so that you can choose the right tool for your needs.

When it comes to which company is the better fit for your business, there’s no clear answer. It really depends on need and what type of customer service strategy you plan to implement. Check this ultimate Intercom vs Drift comparison to choose the best messaging platform for your customer support, marketing, and sales.

Final Verdict: Which Live Chat is Compatible for Your Business?

I tried each of the platforms and discovered how each can be used to improve a customer’s experience and journey. Still on the fence about customer service and sales SaaS solutions? Check out our list of unified communications providers for more information. In an omnichannel contact center, agents can manage customer interactions across channels, no matter which channel a customer uses to contact the company. 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. For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way.

Send surveys at key points throughout the customer buying cycle, utilizing multiple types of question formats. Surveys turn customer insights into action, with triggers and campaign response adjustments depending on customer responses. The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary.

Besides, Skyvia supports the UPSERT operation — inserting new records and updating records already existing in the target. This allows importing data without creating duplicates for existing target records. Intercom is a complete customer communications platform with bots, apps, product tours, etc. Intercom’s large series of bots obviously run on automations as well. As mentioned before, the bot builder is a visual drag-and-drop system that requires no coding knowledge; this is also how other basic workflows are designed. The more expensive Intercom plans offer AI-powered content cues, triage, and conversation insights.

• You get call recording, muting and holding, conference calling, and call blocking.
• The Zendesk marketplace is also where you can get a lot of great add-ons.
• The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom.
• The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks.
• As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information.

Intercom is more for improving sales cycle and customer relationships, while Zendesk has everything a customer support representative can dream about, but it does lack wide email functionality. On the other hand, it provides call center functionalities, unlike Intercom. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.

Zendesk features

Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center. After switching to Intercom, you can start training Custom Answers for Fin right away by importing your historic data from Zendesk. Fin will use your history to recognize and suggest common questions to create answers for. Resolve complex issues more efficiently with tickets designed to keep the conversation going.

This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. In terms of pricing, Intercom is considered one of the most expensive tools on the market. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. 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.

Add Comment to Ticket

Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. The highlight of Zendesk’s ticketing software is its omnichannel-ality (omnichannality?). Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard. 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.

When it comes to customer support software, Zendesk is #1 in popularity and brand recognition. The top products based on usability and customer satisfaction, as rated by user reviews. Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. Don’t miss out on the latest tips, tools, and tactics at the forefront of customer support. Any business knows that the front desk is where everything happens.

User experience: Zendesk Vs. Intercom

Intercom has a unique pricing structure, offering three separate solutions, each intended for a distinct use case. We wish some of their great features were offered in multiple plans, but none features overlap among plans. The Zendesk Admin Center panels allow administrators to control settings, accessibility, automations, and workflows for everything from chatbots to integrations and custom APIs. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.

Skyvia offers you a convenient and easy way to connect Intercom and Zendesk with no coding. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. 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. 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 has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost.

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. 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.

If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine.

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