Help Scout vs Zendesk vs. Intercom vs. Front What Help Desk Software Should I Use?

what are the differences between intercom and zendesk

Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.

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The customer service tool is deeply integrated within Hubspot Suite. HubSpot Service Hub aids companies to offer outstanding experiences through deep integrations with other tools from the Hubspot suite. The ticketing system enriches and drives customer relationships by identifying opportunities and delivering the utmost services with authenticity. Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc. On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune.

Sales pipeline and lead nurturing

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. 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. You can publish your knowledge base articles, divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. Now, their use cases comprise support, engagement, and conversion. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool. The Zendesk chat tool has most of the necessary features like shortcuts (saved responses), automated triggers, and live chat analytics.

what are the differences between intercom and zendesk

In our experience, when future clients start thinking about the advantages and disadvantages of Intercom vs. Zendesk, these are the questions they want answers to. Like so many others, Monese determined that Zendesk was the best solution to provide seamless, omnichannel support because of its scalability and reliability. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. 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.


If you’re looking for a Zendesk alternative, you might want to consider Salesforce Service Cloud. It’s got all the bells and whistles, like omnichannel customer support, built-in AI, and automation features. Your customers can easily connect with agents across different channels, and tools like Einstein help boost productivity and provide personalized service.

what are the differences between intercom and zendesk

In terms of usability, ProProfs Help Desk has been diligently designed to meet the needs of customer service teams of any size, business. Right from small startups to large enterprises, all businesses can manage their ticketing needs and stay available to their customers 24×7. 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.

Intercom Agent Dashboard

So we’re really seeing, we’re really set up with email, and if you want anything else, you have to do it yourself. You have to integrate either with the direct API or find something, maybe within Zapier or something else, that can help you do that. And just off the top of mine now, I hear a lot about companies like Braze, Mixpanel, of course, has a messaging function built into it, Pendo might. There really is, so we’ll look at three options, but as we go through them, you can start to see some of the general principles or ideas of how we compare them and how you can do the same. Teams waste time, energy, and revenue opportunities when they don’t have what they need in one place.

The time this ultimately takes is heavily dependent on the rate limits of the platforms, and cannot be overridden by developers. 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. The script will also need to be monitored and adjusted as needed during the transfer process. The important thing is for businesses to decide on the most suitable software for them.

Zendesk vs Intercom for ease of use

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. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

  • Lastly, Service Hub provides SLA management with automation and reporting abilities.
  • That is, while some may be looking for an all-in-one customer support tool, others may be looking for a more simple and straightforward option to accomplish a specific task.
  • The company performs frequent network and system audits to ensure maximum user protection and data protection.
  • 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.
  • While its pricing may be on the higher side, the value it brings in terms of customer satisfaction and loyalty is well worth the investment.
  • Customer support is always available to assist, and the platform is regularly updated with new features.

That’s something that Zendesk has a little bit, CustomerIO has a little bit, but Intercom really has the most integrations. So if you want to do a quick integration with something like Slack, you’ll say to send messages into a Slack channel, that’ll be quite easy to do. They support email, they support, just jump here into the messages product. They support email, they support push notifications, and of course, they have the in-app portion with the widget. So Twilio is a platform for being able to dial a phone call from SMS, so you have to set that up through them. That will take some implementation work, but if you really want SMS, that’ll be the way to do it.

– Optimize ticket management

Additionally, Groove allows users to create a support widget to be displayed on their website. This streamlines the process of engaging with the knowledge base in the first place, and also allows clients to open support tickets when absolutely necessary. Freshdesk is a help desk solution that focuses on usability and affordability, while offering a range of features to streamline customer support. If you’re a small business, you may want to consider Intercom as it offers a nice set of features in its most basic package—without breaking the bank. Beyond this, Zendesk Chat also offers analytics so you can study your efforts and make better decisions going forward.

what are the differences between intercom and zendesk

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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