Intercom VS Zendesk Customer Communication Technologies Market Share Comparison

Customers can search the help center by query keywords and sort through articles in 40 languages. Intercom and Zendesk, two of the most popular customer service platforms have gained popularity and unique clientele for themselves since their launch. While both are customer-centric, it is worth mentioning that when we dig even a little deeper, the differences and similarities become quite apparent, even to a casual observer. The best way, however, to maximize their potential is through Intercom Zendesk integrations on Appy Pie Connect. When choosing between Zendesk and Intercom for your customer support needs, it’s essential to consider various factors that align with your business goals, operational requirements, and budget.

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. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.

INTEGRATIONS

We even offer a bulk organization import feature for your convenience. 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.

However, it’s essential to consider the strengths of Zendesk, which offers a comprehensive and versatile customer support platform. While Intercom excels in certain aspects of customer communication, Zendesk offers its own set of strengths that cater to different aspects of customer support and engagement. Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity. As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers. There are many features to help bigger customer service teams collaborate more effectively — like private notes or a real-time view of who’s handling a given ticket at the moment, etc.

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Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. However, customers can purchase multiple Intercom plans to use together, or purchase add-ons to select just the features they want. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.

Other customer service add-ons with Zendesk include custom training and professional services. Zendesk outshines Intercom for customer support workflows with its core feature, the ticketing system. Zendesk’s ticketing system is renowned for its highly organized approach, which empowers businesses to manage customer support requests with unparalleled efficiency. These tickets can then be systematically tracked, prioritized, and responded to. This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated. However, if you are looking for a robust messaging solution with customer support features, go for Intercom.

Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Email us at or use the live chat inside the platform with any questions or feedback. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. 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.

The main idea here is to rid the average support agent of a slew of mundane and repetitive tasks, giving them more time and mental energy to help customers with tougher issues. Zendesk is not far behind Intercom when it comes to email features. There is a simple email integration tool for whatever email provider you regularly use.

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.

• While the pricing can be flexible, it may become more costly as your organization’s requirements and usage increase.
• Let us handle the technical details and guide you through the transition with ease and confidence.
• It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.
• They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages.
• You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools.

In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support.

They offer an advanced feature for customer data management that goes beyond basic CRM stuff. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields. Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media.

Intercom doesn’t really provide free stuff, but they have a tool called Platform, which is free. The free Intercom Platform lets you see who your customers are and what they do in your workspace. 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.

Intercom vs Zendesk features & functionality

This method helps offer more personalized support as well as get faster response and resolution times. For instance, a customer inquiry about product availability can trigger an automated response providing real-time stock Zendesk. While Intercom does incorporate automated responses via chatbots, it doesn’t exhibit the same level of sophistication and versatility in its automation capabilities as Zendesk.

Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email. This makes it a great choice for businesses that want to provide their customers with a more personal experience. Founded in 2007, Zendesk started off as a ticketing tool for customer support teams. It was later when they started adding all kinds of other tools like when they bought out Zopim live chat and just integrated it with their toolset. Support Team, Support Professional, and Support Enterprise, starting at $19 per agent per month and going up to $115 per agent per month for their enterprise plan.

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