Zendesk Vs Intercom: Discovering The Perfect Helpdesk Match!

Get the best of both worlds with Dixa’s Human + AI approach, which combines human intuition and AI efficiency. This allows your team to concentrate on important conversations while our system takes care of routine inquiries. Our AI-driven self-serve options significantly reduce response times, providing customers with speedy solutions.

The product has an elegant, minimalist design implemented in Ruby on Rails and provide… There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine.

Pros of Zendesk

The all-inclusive pack is priced at $49/agent/month with features like IVR, call routing, and transfers. The enterprise pack is $3,600/month with brand management and advanced reporting. The starter pack is $45/month with increased limits feature and marketing automation. At $15/month , the Growth model can accommodate up to 2000 bot sessions.

Pro features such as 5 widgets, unlimited auto messages, and pop-ups, you pay $20/month. Integrating Drift into your application can speed up your deal cycles through features like customer prospecting and visitor intelligence. Drift is an all-in-one conversational AI tool covering service, marketing, and sales.

Compare other software products using the SelectHub platform

When you use Intercom to acquire customers, you’ll get a few helpful tools. It comes with a Business Messenger, Outbound Messaging, comprehensive reports, and chatbots that you can use for sales and marketing. According to its website, Drift’s main goal is revenue acceleration. With Drift, your live chat isn’t limited to support, making this your tool of choice if flexibility is something you’re looking for. LiveChat offers features for businesses looking for help with support, sales, and marketing, making it a similar tool to Intercom — but for a fraction of the cost.

• Check out our list of 13 Zendesk alternatives to consider for your support team.
• If money is limited for your business, a help desk that can be a Zendesk alternative or an Intercom alternative is ThriveDesk.
• Insights provides advanced reporting and metrics but is available only for the Professional and Enterprise plans.

Intercom’s help center allows you to create and publish engaging articles around help topics. You can use its editor to effortlessly add images, videos, and call-to-action-buttons, wherever necessary. Intercom’s design and overall user-interface feel modern, intuitive, and quite easy on the eyes.

Features (weighted 11%)

In contrast, Zendesk primarily relies on a knowledge base, housing articles, FAQs, and self-help resources. While this resource center can reduce the dependency on agent assistance, it lacks the interactive element found in Intercom’s onboarding process. In the domain of customer onboarding, Intercom takes a definitive lead with its distinctive feature – the ability to create interactive product tours. These tours serve as virtual guides, leading customers through a website and product offerings in an engaging and personalized manner. This approach not only enhances user understanding but also significantly boosts user engagement. When comparing the cost of Intercom to Zendesk, it’s important to consider the pricing structures and potential variations based on your specific customer support and engagement needs.

After all, most businesses find it easier to use one solution for all of their needs rather than parceling duties out to different tools. Zendesk is a comprehensive CRM and support suite that offers a variety of features for customer support, sales, and marketing. One of Zendesk’s most notable aspects is its robust ticketing system. As Zendesk initially began as a help desk ticketing system, it’s no surprise that the platform makes tracking and managing customer inquiries seamless. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution. This differentiates it from Zendesk, which offers a more traditional CRM experience.

Though Zendesk now considers itself to be a «service-first CRM company,» since its founding in 2007, their bread and butter offering has leaned much more heavily toward the «service» part of that equation. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs. Understanding these fundamental differences should go a long way in helping you pick between the two, but does that mean you can’t use one platform to do what the other does better?

While Zendesk offers a wide array of support features, many more than Intercom, there are a couple of major features it lacks that Intercom has. The first is proactive, in-app messaging, and the second is email marketing capabilities. Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. Intercom lets businesses send their customers targeted in-app messages.

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with LinkedIn, and personal follow-up with the reviewer when necessary. All original content is copyrighted by SelectHub and any copying or reproduction (without references to SelectHub) is strictly prohibited. We provide a wealth of excellent resources to aid you in establishing Customer Friendship™, and our team is always available for consultation. Honestly, on the first look, Intercom’s pricing structure is confusing and can leave anyone scratching their heads.

If you create a new chat with the team, land on a page with no widget, and go back to the browser for some reason, your chat will go puff. All customer questions, be it via phone, chat, email, social media, or any other channel, are landing in one dashboard, where your agents can solve them quickly and efficiently. It guarantees continuous omnichannel support that meets customer expectations. The Intercom inbox is AI-enhanced and designed for speed and efficiency. No switching tools, no lost context, and no ticket backlogs—so your team can resolve complex issues faster. Finally, if you want even more advanced features, you can upgrade to their Premium package.

Read more about https://www.metadialog.com/ here.

• The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.
• Apart from team conversations, it integrates with the ticketing system.
• Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features.
• So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them.
• If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business.
• With AI-powered reports, you can track key customer service metrics and improve your ticket response time.