Zendesk vs Intercom Which Help Desk Software Wins In 2023?

Our goal is to be objective,

simple and your first stop when researching for a new service to help you grow your business. We will help you find alternatives and reviews of the products you already use. We performed a comparison between Intercom Customer Communications Platform and Zendesk based on real PeerSpot user reviews. You can try any plan free for 15 days and get the look and feel of the tool before making any commitments.

Right out of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience. 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.

Give your analysts, data scientists, and other team members the freedom to use the analytics tools of their choice. Once you replicate your Zendesk Support data with Stitch, you can use it in many ways. For example, you can use the data modeling and transformation tool dbt to prepare data for reporting, analytics, or machine learning applications. With Skyvia you can integrate Intercom with Zendesk in a number of ways.

Why shouldn’t I consolidate on Intercom for all my needs?

Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. You could technically consider Intercom a CRM, but it’s really more of a customer-focused communication product. It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be.

She also loves to run marathons and play softball in her spare time. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible. You can use this support desk to help customers or you can forward potential new users to your sales department.

Customer stories: Learn why so many businesses are choosing Zendesk

From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads. While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard.

With the increased understanding of the value of quality customer service, tools are becoming much more advanced and tailor-made. Consider integrating this tool with other customer data analytics tools for increased productivity and returns. The inbuilt call center support, automated ticket distribution, and shared inbox help your agents stay a step ahead in catering to customer needs. Among the other 190 integrations like Salesforce and Pipedrive, LiveAgent also integrates with Slack to receive notifications on newly opened tickets and new onboarded users. The selling point of this live chat helpdesk solution is the real-time mapping of all visitors to your app.

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.

In navigating this conundrum, several digital tools can come in handy, and two of the most popular options are Intercom and Zendesk. As both platforms have their pros and cons, it can be difficult to decide which one is right for your business. To guide your decision-making, we explain the key features and qualities of each, and the role that a omnichannel conversational AI platform (Netomi!) can play, for the ultimate CX strategy.

The rate limits also depend on what type of licensing plan you have with Zendesk. For example, an Enterprise plan will allow you to transfer your data at a faster rate than a Professional plan. To transfer your data from Zendesk to Intercom, a script will need to be created by an API developer to use the Zendesk and Intercom APIs to fetch and transfer the data. The script will need to align with the data mapping document and account for system rate limits.

Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent. This is a bit of a letdown as you’ll have to use third party apps to create a self help section.

It can still be used in the same way, but from our perspective, it seems to be much more geared towards customer support, less so for sales and marketing. You can use Zendesk Sell to track tasks, streamline workflows, improve engagement, nurture leads, and much more. Some of the links that appear on the website are from software companies from which CRM.org receives compensation. This site does not include all companies or all available Vendors. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.

Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. 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. But keep in mind that Zendesk is viewed more as a support and ticketing solution, while Intercom is CRM functionality-oriented.

Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins. Create a chatbot with minimal coding and customize it to your heart’s content. Determining whether Zendesk is better than Intercom hinges on your unique customer support and engagement requirements. Zendesk excels as a robust and versatile customer support platform, offering comprehensive tools for managing customer inquiries and support operations across various channels.

Different Intercom & Zendesk Integration Scenarios

Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting. Intercom’s Messenger lets users schedule timely, targeted, and personal messages sent based on triggers and customer actions, and is automatically translatable into over 30 languages. Zendesk wins the self-service tools category because it provides extensive help center customization options. In fact, agents can even add customers to private messaging chats when necessary, and the customer will receive the whole conversation history by email to ensure they’re up to date.

On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. For $395/month the Pro tier allows up to 5 users and eliminates the volume restriction. This tier provides everything a small or medium-sized business will need, including better ticket management and advanced workflow automation tools. A lot can be gleaned from a customer support tool’s ticketing features. These features help support reps manage and organize support requests and ongoing communications so they are vital tools that will be used every day.

• Unlock your customer experience (CX) potential with the best customer service software.
• Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more.
• Intercom is a customer relationship management and messaging tool for web businesses.
• It excels in features like ticket management, collaboration and knowledge management.

Sendcloud is a software-as-a-service (SaaS) company that allows users to generate packing slips and labels to help online retailers streamline their shipping process. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance. Prioritize the agent experience to maximize productivity and customer satisfaction while reducing employee turnover. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need. Beyond that, you can create custom reports that combine all of the stats listed above (and many more) and present them as counts, columns, lines, or tables.

• 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 two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.
• Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application.
• There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom.
• It’s beautifully crafted and thought through, and their custom-made illustrations are just next level stuff.

It is also not too difficult to program your own bot rules using Intercon’s system. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products. Picking customer service software to run your business is not a decision you make lightly.

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