Intercom vs Zendesk 2023: A Comprehensive Comparison

This has helped to make Zendesk one of the most popular customer service software platforms on the market. HubSpot is known to serve businesses of different sizes, offering basic functionalities and advanced features via various plans. Overall, both Intercom and Zendesk are reliable and effective customer support tools, and the choice between the two ultimately depends on the specific needs and priorities of the user. In terms of pricing, both Intercom and Zendesk offer a range of plans to fit different business needs and budgets. However, Zendesk’s pricing is generally more affordable for smaller businesses, while Intercom’s pricing tends to be higher but offers more advanced features and capabilities.

She also empowers business leaders with unbiased data-driven information needed to run their SMBs. She has worked with web publications and tech brands such as U.S News & World Report, Elevato, LeadDyno and OMTech. We recommend using the available 14-day free trials to get a feel for which one of these two CRM tools best suits your business needs. In conclusion, Intercom and Zendesk have implemented robust security measures to protect their clients’ data. Customers can feel confident that their data is secure when using either platform. Overall, Intercom and Zendesk offer intuitive and user-friendly user interfaces, prioritizing ease of use and customization.

Deliver stellar customer support right from Gmail

Although the Intercom chat window claims that their team responds within a few hours, user reviews have stated that they had to wait for a few days. Adopting an internal ticketing system in 2023 is crucial for streamlining internal workflows, ensuring timely responses, and enhancing overall organizational efficiency…. Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with.

Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Intercom has a full suite of email marketing tools, although they are part of a pricier package. With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn.

Intercom vs. Zendesk: Omnichannel Capabilities

Also, its scalability is a big plus, allowing you to use essential features or scale it to handle complex processes. Also, many users find combining its products and hubs complex and expensive. Its no-code email automation features also make it beginner friendly, and these features are available for free. You can also connect your HubSpot account to email providers such as Gmail and Microsoft 365.

This could impact user experience and efficiency for new users grappling with its complexity​​​​​​. While both platforms have a significant presence in the industry, they intercom vs. zendesk cater to varying business requirements. Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution.

Intercom and Zendesk offer integration capabilities to help businesses streamline their workflow and improve customer support. In this section, we will take a closer look at the integration capabilities of both platforms. Intercom is used by over 30,000 businesses worldwide, including Shopify, Atlassian, and New Relic.

• We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional.
• Although Zendesk isn’t hard to use, it’s not a perfectly smooth experience either.
• You get call recording, muting and holding, conference calling, and call blocking.
• However, you can connect Intercom with over 40 compatible phone and video integrations.
• Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app.
• Zendesk Sell is a cloud-based CRM platform built to improve customer relationships and influence sales through features such as a self-service portal, knowledge base and community forums.