Zendesk vs Intercom Which Help Desk Software Wins In 2023?

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. Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. As customers come closer to purchasing, they often find themselves weighing the same pros and cons. In our experience, when future clients start thinking about the advantages and disadvantages of intercom vs. zendesk, these are the questions they want answers to.

The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner. 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.

Overall impression (aka very subjective take on user experience):

What can be really inconvenient about Zendesk, though is how their tools integrate with each other when you need to use them simultaneously. 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.

Though there are many customer service solutions available online, for the purpose of this blog, I am going to talk about Intercom and Zendesk. I tried each of the platforms and discovered how each can be used to improve a customer’s experience and journey. Again, Zendesk has surpassed the number of reviewers when compared to Intercom.

Intercom Agent Dashboard

Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience. It sets the perfect platform for collaboration between your sales and support teams. For instance, you can automatically assign sales inquiries and support requests to the right teams or individual team members. Moreover, you can view in-depth information about who you’re chatting with right alongside conversations.

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. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it.

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