Intercom vs Zendesk: Comparing features, integrations, and pricing
On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. In a nutshell, none of the customer support software companies provide decent assistance for users. Now, their use cases comprise support, engagement, and conversion.
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 also has a mobile app available for both Android and iOS, which makes it easy to stay connected with customers even when away from the computer. The app includes features like automated messages and conversation routing — so businesses can manage customer conversations more efficiently. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner.
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Intercom has a 14-day trial at the end of which you can upgrade to a paid plan or start using the basic free plan. Intercom prices are decided based on the number of seats and contacts. Each of their plans is highly flexible and is tailored to the customer’s specific business needs. Hence, Intercom may be a better choice for small businesses that do not need all the advanced features. A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software.
There is no harm in testing the waters before committing to one or the other, as both Zendesk and Intercom offer free trials. If you’re an enterprise team, check out Zendesk, otherwise, stay away, and check out another option like Help Scout. They “integrate” with almost everything (what that even means is many things… does that mean it’ll do what you want it to do? questionable), they have help docs, an included community platform even. It brings with it anxiety of responding (had one client that wouldn’t use the restroom out of fear they weren’t there to respond to a customer shortly after implementing Intercom into their business. I found that if I wanted to work most productively I’d need to have all four main Zendesk products opened in different browser tabs as there is no option of having all of them within a single dashboard. If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing.
Who Is the Winner in This Zendesk vs Intercom Showdown?
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. However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams.
Zendesk for Sales, or Zendesk Sell, is Zendesk’s sales pipeline and CRM tool with its own dashboard for lead generation and conversion. Get 1 year free on the Support or Engage plans on Intercom and up to $3,108 savings with Secret. Get 6 months free of both Zendesk Suite and Sales CRM (any edition) + 15% off for 12 months on Zendesk and up to $50,000 savings with Secret.
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