Zendesk vs Intercom: In-Depth Feature & Price Comparison

In 2014, they acquired Zopim, a Singapore based live chat company. The tool was later integrated with Zendesk, making it more robust. The interface of Intercom’s native apps for iOS and Android is equally impressive.

An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go. With Intercom, you’ll have more customizable options with the enterprise versions of the software, but you’ll have fewer lower-tier choices.

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So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Triggers should prove especially useful for agents, allowing them to do things like automate notifications for actions like ticket assignments, ticket closing/reopening, or new ticket creation. Their template triggers are fairly limited with only seven options, but they do enable users to create new custom triggers, which can be a game-changer for agents with more complex workflows.

A frictionless, simple, and easy-to-use sales and marketing support IT solution. Freshdesk operates in a seamless and rapid approach that delights customers and employees. The ticketing system company initiates a speed execution with an intense customer focus strategy to equip modern SaaS solutions that solve multiple and complex business problems. Girish Mathrubootham and Shan Krishnasamy researched and discovered how businesses engage and realize value from software throughout their journeys.

Intercom vs Zendesk Plans and Pricing

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. Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. 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. If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month.

Many small businesses trust Hiver because their teams are already familiar with Gmail. Since everything is based around this email service provider, new users do not even require training. metadialog.com Though Hiver is best suited for small companies, that is not to say the software does not work for large enterprises. Some of Hiver’s most loyal clients are Harvard University and Upwork.

Zendesk vs Intercom: the ultimate comparison

If you’ve been looking for a tool to help you manage customer inquiries and service requests for any period of time, you’ve probably heard of Zendesk. In this article, we’ll look at Drift vs. Intercom vs. Zendesk to help you get a sense of how customer success platforms can help you deliver better experiences to your audience. The point is, customer success tools allow you to build better relationships with your audience by customizing content and serving up the right message at the right time. Keep the conversation going across a range of channels without missing a beat.

So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. For small companies and startups, Intercom offers a Starter plan — with a balanced suite of features from each of the solutions below — at $74 per month per user, billed annually. You can create an omnichannel CRM suite with a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools.

Zendesk has more all-in-one potential with additional CRM, but Intercom comes closer to being a standalone CRM out of the box

This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. Welcome to another blog post that helps you gauge which live chat solution is compatible with your customer support needs. And in this post, we will analyze two popular names in the SaaS industry – Intercom & Zendesk. Zendesk and Intercom are robust tools with a wide range of customer service and CRM features.

This can make it difficult to budget effectively, with the true cost often being much higher than expected. In fact, the pricing structure is one of Intercom’s most frequent complaints on G2. Some reviewers also expressed frustration with Intercom enabling setup and configuration for advanced features, but then requiring an upgrade to actually use them. With Skyvia you can integrate Intercom with Zendesk in a number of ways.

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Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away. In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Zendesk has many amazing team collaboration and communication features, like whisper mode, which lets multiple agents chime in to help each other without the customer knowing.

Advanced AI powers Ortto’s next-generation live chat tool, Talk, which lets businesses leverage insights from their customer data platform to provide truly personalized conversations at scale. Unlike existing solutions, with functional data limitations that are more hindrance than help, Talk is built into Ortto’s marketing automation, analytics, and customer data platform. Basic E-commerce Support – Gorgias specializes in customer service software tailored for e-commerce businesses.