Zendesk vs Intercom Comparison 2024: Which One Is Better?

Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. Moreover, for users who require more dedicated and personalized support, Zendesk charges an additional premium.

Easily reply to customer conversations and manage workload in a smart & automated way. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal.

Zendesk vs. Intercom: Head to Head Comparison

Some of the highly-rated features include ticket creation user experience, email to case, and live chat reporting. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.

Check out the research-backed comparison below to better understand how each solution can add value to your organization. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey.

Ready to switch to Zendesk?

Zendesk and HubSpot have pros and cons, so either can be better for you, depending on your business needs. For example, while HubSpot boasts comprehensive customer relationship management features, Zendesk is famous for its customer service efficiency. Intercom’s user interface is known for being modern, intuitive, and user-friendly. The dashboard is customizable, allowing users to efficiently access the features they use most frequently.

It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. With a multi-channel ticketing system, Zendesk Support helps you and your team to know exactly who you’re talking to and keep track of tickets throughout all channels without losing context. The setup is designed to seamlessly connect your customer support team with customers across all platforms. 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.

Intercom’s Customer Support

Month-to-month billing plans are also available for HubSpot and Zendesk CRM, but prepare to pay between 10% to 24% extra per month. When it comes to choosing a help desk software, security is a top priority. Intercom and Zendesk have implemented various security intercom vs zendesk measures to protect their clients’ data. Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. Zendesk, on the other hand, has revamped its security since its security breach in 2016.

Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Intercom offers admin full visibility and control over all company inboxes, as well as agent access controls and role management. Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators.

Automation

A collection of these reports can enable your business to identify the right resources responsible for bringing engagement to your business. Its sales CRM software starts at $19 per month per user, but you’ll have to pay $49 to get Zapier integrations and $99 for Hubspot integrations. Finally, you can pay $199 per month per user for unlimited sales pipelines and advanced reporting along with other features. On the other hand, Zendesk’s customer support includes a knowledge base that’s very intuitive and easy to navigate. It divides all articles into a few main topics so you can quickly find the one you’re looking for. It also includes a list of common questions you can browse through at the bottom of the knowledge base home page so you can find answers to common issues.

Intercom’s clean and minimalistic design focuses on white space and easy-to-read fonts. The user interface is also highly responsive, making it easy to use on mobile devices. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website.

HubSpot CRM’s paid plans provide 10 to 50 dashboards that allow 10 to 30 reports each. Its Professional and Enterprise plans offer users 100 to 500 custom reports, respectively. You’ll also find asset comparison reporting and behavioral triggers included in the reports. As a Zendesk Sell user, you’ll get a unified platform with access to everything you need to manage leads and contacts and monitor them through a sales process.

I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows. When it comes to which company is the better fit for your business, there’s no clear answer.

HubSpot Differentiation

Yes, you can find the Intercom integration in the Zendesk Marketplace—and it’s free to install. Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, Novo’s client base grew from 2,000 to tens of thousands. With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships.

Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution. Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. 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. Zendesk for Service, a customer service solution, provides unified customer-facing communication channels, self-service, collaboration, customer routing, and analytics–all organized in one dashboard. 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. The cheapest plan for small businesses – Starter – costs $89 monthly, including 2 seats and 1,000 people reached/mo.

Zendesk is primarily a ticketing system, and its ticketing capability is overwhelming in the best conceivable manner. All client contacts, whether via phone, chat, email, social media, or any other channel, land in one dashboard, where your agents can quickly and efficiently resolve them. Zendesk is a customer service platform that allows you to communicate with customers via any channel.

• If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.
• Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app.
• Zendesk also offers a community forum where users can ask questions and get help from others.
• Intercom was founded in 2011 by Eoghan McCabe, Ciaran Lee, Des Traynor, and David Barrett.
• In this article, we’ll compare Zendesk vs Intercom to find out which is the right customer support tool for you.