The 13 Best Intercom Alternatives for Customer Support in 2023

intercom vs zendesk

In fact, Intercom’s marketing strategy is based on how it’s different from ZenDesk, which started out as a ticket system for incoming customer queries. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. 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. Basically, you can create new articles, divide them by categories and sections — make it a high end destination for customers when they have questions or issues.

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Intercom also offers a few features that are unique to its platform – one of these being the ability to segment users based on their behavior. This means that you can send targeted messages to different groups of users based on how they interact with your product. Intercom also offers a suite of tools for customer support, including a knowledge base, a help center, and a community forum.


It offers powerful mapping features, allowing you to sync data with different structure. So, if you are a fast-paced company looking for a tool to match your speed, Intercom could be the right customer support software solution for you. Additionally, one of the center features that I love using is the customization options that actually offer a rather original journey for the customers. Let it be custom properties, custom surveys, or custom reports; you can shape everything according to your team’s and customers’ needs.

intercom vs zendesk

This differentiates it from Zendesk, which offers a more traditional CRM experience. 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. Whatever people are using to communicate with each other, whether it be online or over the phone, they expect to also be able to talk to the businesses they use with those same tools and platforms. Among the many challenges facing businesses today is the pressing need to meet their customers where they are. It is great to have CRM functionality inside your customer service platform because it helps maintain great customer experiences by storing all past customer engagements and conversation histories.

Zendesk vs Jira Features: Choose the Right Help Desk Tool

Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.

  • Zendesk has over 160,000 customers, including some well-known brands like Siemens, Uber and Instacart.
  • But, if you just need a secure and quick data transfer, opt for Help Desk Migration.
  • Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.
  • Many customers find that the customer service representatives are slow to respond and don’t take the time to fully address their concerns.
  • Customers won’t need to leave your app or website to find the help they need.Zendesk, on the other hand, will redirect the customer to a new web page.
  • Without proper channels to reach you, usually, customers will take their business elsewhere.

Another feature is the Shared Inbox, where all conversations and teammates can be found in one place, enabling easy referencing and team mentions. Though a tool may contain impressive features, the most important question remains how users view the software in everyday usage. Let’s look at ratings of Zendesk vs. Freshdesk on popular review sites and see some positive and negative opinions. Intercom is usually matched against ZenDesk, a ground-breaking powerhouse among helpdesk platforms.

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Unlike other Zendesk and Freshdesk alternatives that rely on ticket numbers, Customerly focuses on having meaningful interactions instead of just keeping track of tickets. It is the first messaging platform based on customer behavior, enabling SaaS companies to communicate with their customers through chat and email. It provides an easy way to communicate with customers in real time when they encounter any challenge. Zendesk also offers a range of advanced features, such as built-in analytics and reporting, customizable workflows, and integrations with third-party applications.

  • Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality.
  • Qpien has many features that support teamwork and automate workflow processes.
  • Once you login into your account, a live chat popup is available if you have questions that need quick answers.
  • Zendesk is a cloud customer support ticketing system with customer satisfaction prediction.
  • Yet, since its inauguration in 2010, Freshdesk has made many strides in improving.
  • Customers increasingly expect to receive fast, convenient, and personalized support.

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. Delivery windows, interesting feature, you wanna send the messages only between 8 a.m. So we see a lot of things on the maybe more enterprise use case, maybe more premium use case. Pro and premium what they probably consider the enterprise solution.

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The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. The three tiers—Suite Team, Suite Growth, and Suite Professional—also give you more options outside of Intercom’s static structure.

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Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Intercom, of course, allows its customer support team to collaborate and communicate too, but overall, Zendesk wins this group. Streamline the support you give by enabling customers to self-service with our knowledge base feature. Intercom enables customers to self-serve through its messaging platform.

Intercom vs Freshdesk

This feature is available on all the channels your customers use to get in touch with your brand. Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms.

Zendesk is well-known in the industry as a large tool with a number of business solutions, especially when it comes to service and sales. With an easy-to-use interface and a number of support-centric features that can help with all kinds of use cases, Help Scout is an affordable option that your growing team can quickly get up and running. Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations.

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Our plans range from Suite Team ($49/month per user when billed annually) all the way up to Suite Enterprise ($150/month per user when billed annually). And don’t forget – all our plans come with a 30-day free trial, so you can test them out before making your final decision. The customer service industry is constantly evolving, and businesses need to stay on top of the latest trends and tools in order to provide exceptional service. Zendesk Overview is one such tool that can help take your customer support to the next level. With Overview, you can gain a comprehensive view of all your customer interactions across multiple channels.

  • But in case you are in search of something beyond these two, then ProProfs Chat can be an option.
  • It allows companies to interact with customers while they’re active in the app, delivering information based on time or behavior.
  • It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding.
  • With features such as built-in call center management, customer support, and SLA management, it provides powerful solutions in the customer communication of businesses.
  • Honestly, when it comes to Zendesk, it is not the most modern tool out there.
  • Zendesk Chat shows up as a chat bar docked at the bottom of your site.

We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Zendesk for Service and Zendesk for Sales are sold as two separate solutions, each with three pricing plans, or tiers.

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As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content. I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable. Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.

intercom vs zendesk

It’s designed for modern businesses and offers powerful features such as automated conversations, real-time analytics, and multi-channel messaging. Plus, it’s incredibly easy to set up and use – so you can get started quickly and start delighting customers right away. Groove is an all-in-one customer service platform that helps teams provide personalized and efficient customer service. It’s the perfect solution for small businesses, as it offers an affordable pricing plan and doesn’t require any technical setup or coding.

intercom vs zendesk

But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. 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.

intercom vs zendesk

For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Save your team time and provide more consistent support by establishing customer service workflows that enable you to automate repetitive tasks and route tickets to the right team member more efficiently. A complete set of customer service management offerings to help you create human relationships with your customers.

Who owns Intercom system?

Intercom was founded in California in 2011 by four Irish designers and engineers, Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. They previously ran Irish software design consultancy Contrast, which made a bug tracking tool called Exceptional.

Is Zendesk and Intercom the same?

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing.