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

zendesk chat vs intercom

It can automatically suggest your customer relevant articles reducing the workload for your support agents. Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. Intercom lets businesses send their customers targeted in-app messages. 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.

zendesk chat vs intercom

However, they may also have more limited features and functionality. There are many factors to consider when choosing a customer communication (CCM solutions)  and engagement platform. If you have a small business, you may not need all the features that a larger business would need. You might rather choose a more affordable solution that provides all the functionality your business needs. A customer conversations platform (CCM solutions) including such common features as Knowledge Centre, APIs and integrations, live chat and automated workflows.

Self-service that works everywhere, not just on live chat

ProProfs Help Desk offers all the necessary ticket management and reporting features that any help desk manager will find useful. No matter if your team receives just 10 customer requests via live chat or a thousand customer issues via email, you can easily manage an influx of customer conversations over multiple channels. Businesses can’t afford to waste their time and money on live chat platforms that don’t function as they want. Ortto’s Talk was built to address the limitations of existing platforms, offering a powerful alternative that leverages data and Ortto’s advanced AI. This means businesses can efficiently engage in conversations at scale, providing a better experience for prospective and current customers to drive conversions and loyalty.

zendesk chat vs intercom

LiveAgent is an all-in-one customer service platform that makes it easy to manage customer interactions. With LiveAgent, you can create tickets, send messages to customers, and track progress in real-time. Additionally, its AI-powered chatbot allows you to automate conversations with customers and answer their questions instantly. Plus, it integrates with popular tools like Facebook Messenger and Twitter so you can provide support on those channels as well. If you’re looking for a reliable Zendesk alternative with powerful features and an intuitive interface, then LiveAgent is worth checking out. HappyFox is a customer service platform that offers an easy-to-use interface and powerful features.

Which Does Your Small Business Need: Zendesk or Intercom?

The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages. Each of such packages contains a set of tools from basic to advanced features. One study found that 67% of customers prefer calling an agent to help solve their query. Some help desk software provides call center tools as one of customer communication channels.

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Zoho Desk has many features, such as phone integration, chat, and shared inboxes. Though some features are limited to Zoho Desk’s most expensive plans, the platform offers many free features and great value. With Freshdesk, businesses can quickly respond to customer inquiries and manage customer service operations more efficiently. Freshdesk also offers scalability, allowing companies to add support agents and scale up their customer service operations as needed. Freshdesk is a popular alternative to Zendesk and offers many of the same features, including ticketing, self-service, and a knowledge base. It also offers features like live chat and integrations with third-party apps.

Finding and Improving Customer Activation – A Quick Guide

Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. Zendesk also makes it easy to customize your help center, with out-of-the-box tools to design color, theme, and layout–both on mobile and desktop.

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.

You get all those features for a very low price, and you can set up all that without a single line of code. First, we should probably take a look at the key features, advantages, and disadvantages of Intercom; to set a base for comparisons later. If you need to have access to integrations right out the box, Zendesk is the big winner here. If you’re code savvy and you’re really tied to a particular web service there is an API available for creating integrations. The last button in the bottom left of the screen is a link to the Admin home page, here you’ll find the tools you need to configure Zendesk.


Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Here’s a list of criteria we’ve used to differentiate the two for you. Some of the links that appear on the website are from software companies from which receives compensation.

Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. It allows you to chat with visitors on your website and convert them into customers. They do have a ton of similarities, but recognizing the differences may help you to make the crucial decision about which one to use for your business.

Zendesk Chat Review, Pricing & Features

As a result, unfortunately, small businesses may find that Zendesk is complicated to setup and use. So, depending on your use cases we will have different “best” Zendesk alternatives for you. We have tried to mention a few general use cases, please let us know if you would like us to add more alternatives for your industry-specific use case. Experiences like this can make for a more seamless customer experience. TestBox lets you test drive Intercom and up to four of its competitors side-by-side.

  • Even though it is not Intercom’s main focus, there is a lack of UI elements in product tours.
  • With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions.
  • Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time.
  • There are several ways you can improve your customer service capabilities, but customers are increasingly looking for and expecting live chat.
  • Help Scout’s customer management feature allows you to keep track of your customer data, from previous conversations and recent orders to name and contact information.
  • In this section, we will be doing an in-depth analysis of the various help desk, live chat, and knowledge base features of these tools.

Intercom can be a good choice for medium to large businesses that wish to go for aesthetics/user experience over pricing as the tool is quite heavily priced. Help desk tools come in different shapes and sizes- while one may offer a great user interface, the other may lead the way in affordability. Therefore, in order to carry a fair comparison, it is important to first figure out the criteria on which we can weigh the different tools.

What are the two types of chat?

  • Text messages: As the name suggests, communication is done through text messages.
  • Video calls: They are calls where audio and video are combined simultaneously and bidirectionally.
  • Voice messages: Many of the messaging apps have integrated the ability to send voice messages.

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