Intercom vs Zendesk: Which One is Right for Your Business?

On the other hand, Intercom brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics.

Zendesk is a much larger company it has over 170,000 customers, while Intercom has over 25,000. While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. Select your integrations, choose your warehouse, and enjoy Stitch free for 14 days.

Zendesk and Intercom are Equal in Terms of Multichannel Support

While there can be add-ons, such as premium customer support, you can generally anticipate what you’ll be paying for your Zendesk subscription. It calculates the cost of its Pro and Premium plans based on the number of AI resolutions, people reached, and seats (or users). This can make it challenging to estimate the cost yourself during your research and you need to speak with Intercom for more information.

Intercom offers an easy way to nurture your qualified leads (prospects) into customers with Intercom Series. Now that we’ve discussed the customer service-focused features of Zendesk and Intercom, let’s turn our attention to how these platforms can support sales and marketing efforts. You can also add apps to your Intercom Messenger home to help users and visitors get what they need, without having to start a conversation. 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. The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

How to Add Chat Widgets from Intercom and Zendesk (and Other Platforms) to Refined Sites

With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Check this ultimate Intercom vs Drift comparison to choose the best messaging platform for your customer support, marketing, and sales. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.

Yes, you can install the Messenger on your iOS or Android app so customers can get in touch from your mobile app. Yes, you can localize the Messenger to work with multiple languages, resolve conversations automatically in multiple languages and support multiple languages in your Help Center. You can collect ticket data from customers when they fill out the ticket, update them manually as you handle the conversation. This means you can use the Help Desk Migration product to import data from a variety of source tools (e.g. Zendesk, ZOHOdesk, Freshdesk, SFDC etc) to Intercom Tickets. Automatically create tickets and match your incoming calls to your existing customer records. If you see either of these warnings, wait 60 seconds for your Zendesk rate limit to be reset and try again.

All your data, where you need it

Use Zendesk with the HelpBar to enable any article to be surfaced with a simple search, when users need more help. To make it even smoother, enable AI answers for your private center to provide quick answers to users’ most common questions. As a freelancer, I don’t need all the integrations and support that Intercom provides. Intercom assists with the onboarding and retention of customers through targeted email and in-app messages triggered by time or behavior.

One of these differences is the ability for agents to connect to customers through their own apps versus using a collaboration feature. They have similar features, but Intercom has lots of features and tools that better integrate each other. 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. But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate.

Using Appy Pie Connect, you can easily integrate Zendesk with Intercom and experience a range of benefits. If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account. This will provide live data on who your users are and what they do in your app. Once connected, you can add Zendesk Support to your inbox, and start creating Zendesk tickets from Intercom conversations. Aircall’s cloud-based call center solution lets you make calls directly from chat conversations within Microsoft Teams.

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