Intercom vs Zendesk: 2023 Explicit Comparison
Mar 28, 2023 | 3 min read | Leave a comment
To sum up this Intercom vs Zendesk battle, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments. What makes Intercom stand out from Zendesk are its chatbots and product tours. The platform is gradually transforming from a platform for communicating with customers to the tool that helps you automate every single aspect of your routine.
Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). It’s highly customizable, so you can adjust it according to your website or product’s style. To get started with Zendesk, you should start with their Enterprise free trial. This is done to ensure you’re comfortable using Zendesk, but also in part to try to get you to stay with their Enterprise package.
When comparing Product Tours by Intercom and Zendesk, you can also consider the following products
On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. You can host your knowledge center and support articles on Intercom. Hosting your help center on Intercom means that it can be leveraged in an integrated way across all the functions you use Intercom for. So, for example, if you use chatbots on Intercom, they can be trained to recommend certain help articles in response to specific customer queries. Zendesk Message and chat enable users to connect to their customers on a scalable app. This allows agents to work on their own device anytime and anywhere.
What is the competitive advantage of Zendesk?
Consistently highest ROI
Zendesk offers an omnichannel solution that gives you the tools to improve customer support and boost your ROI. In a 2021 study by Forrester, Zendesk for enterprise increased the ROI of some businesses by 286 percent over a three-year period.
If your team has fallen behind on its customer support goals, a quickstart tool like Tidio can be a great solution. It also offers a number of support features like multi-channel communication, lead generation and nurturing, chatbot AI, and more. If your team is looking for a robust live chat option to engage website visitors, Olark is the perfect Intercom alternative for you. Shared inbox is a valuable tool for support teams to communicate.
Zendesk Chat vs Intercom – Consolidated Help vs Convenient Apps
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. For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools. Both app stores include many popular integrations, such as Salesforce, HubSpot, Mailchimp, and Zapier. Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series.
Intercom has a standard trial period for a SaaS product which is 14 days, while Zendesk offers a 30-day trial. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk.
HubSpot Service Hub
There are a few good integrations that offer cobrowsing — including our solution, Fullview. With Intercom, you can set up a chatbot to handle simple questions from your customers. The bot can then direct customers to the right place in your app, website or knowledge center for additional help. This saves you time by not having to answer each question individually.
It’s highly customizable, too, so you can adjust it according to your website or product’s style. Also, their in-app messaging functionality is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom, you can send targeted email, push, and in-app messages which can be based on relevant time or behavior triggers. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. Zendesk also has the Z Bot, which will take your knowledge base game to the next level instantly.
The 13 Best Intercom Alternatives for Customer Support in 2023
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 metadialog.com 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.
If you’re smaller more sales oriented startup with enough money, go Intercom. Our team can not only help you choose and set up your live chat software, but our agents can monitor all your channels for you, lessening the load on your team. To learn more about how LTVplus can help you drive engagement and increase conversions through live chat schedule a free consultation with us.
Ineffective data integrations
Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. Intercom’s native mobile apps are good for iOS, Android, React Native, and Cordova, while Zendesk only has mobile apps for iPhones, iPads, and Android devices. Intercom’s dashboards may not be as aesthetically pleasing as Zendesk’s, but they still allow users to navigate their tools with few distractions.
Does IKEA use Zendesk?
Several large companies in Sweden, including Ikea and SAS, use Zendesk to increase the quality of their customer service.