Zendesk vs Intercom Comparison 2023: Which One Is Better?

Tailored to help you identify your customer support needs, this guide will help you find the right solution, simplify your purchase decision, and get leadership buy-in. If you’re looking for tool, Crisp may not be your best option. Check out our list of 13 Zendesk alternatives to consider for your support team.

Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people. 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. You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages. Zendesk also offers an Answer Bot that can help you eliminate wait times. It can automatically suggest necessary help articles to customers and connect them to an agent if the need arises.

Zendesk is angled more for managing customer support, while Intercom is better for managing customer relationships

It enables you to connect with your website visitors using bots and campaigns to convert them into customers. You can display a popup message to your users when they start to exit from your site. FreshChat allows you to send behavior-based messages to your users depending on which landing page they’re visiting.

More than channels, Crisp lets you gather your teams around the inbox to improve collaboration and reduce the time to resolution of each conversation. Combined with data accessible to your fingertips, Crisp helps you to personalize each interaction on every channel to build the best customer experience possible. Drift is the closest alternative to Intercom in that it also focuses heavily on sales and marketing. But because of its live chat and custom chatbot tools, we wanted to include them on this list as an alternative your business may want to consider.

Intercom or Zendesk: Help desk and ticketing

Agents can use the desktop chatbox to respond to customers in any outbound channel. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that. Whether Intercom is cheaper than Zendesk depends on your specific usage, feature requirements, and the number of users in your organization. It can team up with tools like Salesforce and Slack, so everything runs smoothly.

And webhook is really more about integrating with another system. All three of them will help you integrate with other systems, but one of the things you wanna think about is how complex it’s gonna be to set up a specific channel. Is it just a matter of copying and pasting some API keys or something else? Or do you really have to go out of your way and build an entire integration with something else just to be able to send SMS.

All our pricing plans come with a free pro-plan trial.The free trial will have a duration of 7 days. It comes with smart plugs, canned responses, private notes, desktop notifications, chat bots, and more. FreshChat can be integrated with Slack, Facebook Messenger, Shopify, WordPress, and other online applications.

You can even create an internal knowledge base to keep your agents well-trained and ready to delight customers. 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.

Zendesk outshines Intercom for customer support workflows with its core feature, the ticketing system. Zendesk’s ticketing system is renowned for its highly organized approach, which empowers businesses to manage customer support requests with unparalleled efficiency. These tickets can then be systematically tracked, prioritized, and responded to. This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated.

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. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform.

Unlike Zendesk, we offer both support and sales features in all our plans. Smartsupps is an affordable live chat service to integrate with your website and apps like WordPress, WooCommerce, Magento, etc. It integrates with Google Analytics to share reports from your chats and you can also create custom reports for the live chat sessions. Pure Chat is a free live chat service for high traffic websites.

• Professional plan starts at $29 per agent per month and includes unlimited triggers, the ability to add operating hours, and chat reports.
• Zendesk and Intercom also both offer analytics and reporting capabilities that allow businesses to analyze and monitor customer agents’ productivity.
• 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.
• 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.

Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents. You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents. Moreover, you can keep your dashboard tidy with ticket organization features such as ticket prioritization, labels, and filters.

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