zendesk chat vs intercom

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. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality. If you’re smaller more sales oriented startup with enough money, go Intercom.

zendesk chat vs intercom

There is a simple email integration tool for whatever email provider you regularly use. This gets you unlimited email addresses and email templates in both text form and HTML. There is automatic email archiving and incoming email authentication. Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost.

Need a dedicated customer experience team ready to support your brand?

First, a Home button gives you access to your dashboard, where you’ll find a snapshot of your current configuration. Since August 2016 a new version of the agent/admin interface of Zendesk is available, with a more clean and modern design. You can choose from a selection of templates that will match your brand, or you can start creating your design from scratch. There’s a 14-day free trial that starts directly with the plan and number of people that you need. You will have a chance to confirm your subscription before starting.

zendesk chat vs intercom

Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. 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.

Help Scout Pricing

What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. The help desk interface looks similar to an older version of Gmail and is useful for receiving and handling customer requests. It is important to note that the only communication channel included in cheaper packages is email.

Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. If you’re exploring popular chat support tools Zendesk and Intercom, you may be trying to understand which solution is right for you.

Frequently asked questions

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.

This site does not include all companies or all available Vendors. The Zendesk marketplace is also where you can get a lot of great add-ons. There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce.

Why Should You Use a Zendesk Alternatives?

The tabs across the bottom of the screen show the number of current chats. Information included about the visitor in an active chat window include the time of the first site visit, number of past visits and chats, location, browser information, and contact information. While chatting, agents can complete standard actions like sending files and emojis, sending canned messages, and transferring chats to different departments.

What is the difference between Intercom and Zendesk?

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.

These are both still very versatile products, so don’t think you have to get too siloed into a single use case.


It allows companies to streamline customer support processes, automate workflows, and provide better customer experience. Overall, we recommend Zendesk Chat to organizations of any size looking to use a no-frills live chat software. There aren’t advanced features like chatbots or marketing tools, but the live chat-focused tools get the job done. The Team plan is a strong option, but if you’ll need reports, the Professional plan will be a much better choice. The free plan is not the strongest free live chat option on the market, so if you’re looking for a free tool, check out some of the alternatives below. Qpien’s LiveChat offers businesses solutions for e-commerce sites.

Zendesk in Dublin – Dublin.ie

Zendesk in Dublin.

Posted: Wed, 28 Aug 2019 16:30:06 GMT [source]

Rather than waiting for a customer to start a conversation with you, you can initiate it if you think the customer needs some help. For example, you can have Zendesk Chat analyze how long someone is on your checkout page, and once it hits a certain limit, start a conversation with them to see if they need assistance. With Front, you won’t have to choose between efficiency and building strong customer relationships. User icons would be a great addition to replace chat icons or messaging buttons.

Intercom Articles Features

Though most customers consider both Zendesk and Freshdesk to be easy to use, both platforms have some specific features that aid the job of customer service teams. Zendesk Chat is a standalone live chat tool that includes most essential features to support any company’s live chat goals. metadialog.com Its main strengths are its ease of use—it was one of the simplest to install and utilize across all live chat softwares we reviewed— and the Live Monitoring tool. Zendesk Chat is most similar to a few other softwares that are focused on live chat, such as tawk.to and Olark.

zendesk chat vs intercom

The first is proactive, in-app messaging, and the second is email marketing capabilities. Zendesk stands out as a champion of customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. Therefore, to gauge if your chosen help desk is effective or not, you use analytics.

Zendesk Sell vs Conversational Marketing

So, if you want to use social media or other channels, then you will need to upgrade your plan. The software allows you to keep track of all conversations, prioritize tickets, tag topics, and automatically assign them to the most appropriate member of your team. According to user comments on Reddit and HelpCrunch, Intercom’s pricing can range between $74/month (only for newly established companies with under 5 employees) and $999/month.

Why choose Intercom?

If you have a website or a web-based product, on desktop and/or mobile you can use Intercom to: Speed and scale like never before with automated customer service – Free your team from repetitive questions using automated chatbots. Maximize team efficiency with AI-powered tools.

The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. With AI-powered reports, you can track key customer service metrics and improve your ticket response time. Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together. With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more.


How do I switch from Zendesk to Intercom?

Go to Intercom Articles and click “Migrate from Zendesk”. Now enter your Zendesk subdomain and click “Migrate to Intercom”. Note: Your Zendesk articles will be converted into Intercom articles.

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