Zendesk vs Intercom: Which Is Right For Your Business in 2023?

One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition. Of course, a lot of the Outbound name’s still in the code so what would be the plan for them to update this to eventually match the Zendesk format. That would be something that would be on our mind for a limitation. The third area we’ll tend to look at is actually the integration portion, that is how hard is it to implement, so let’s quickly do a dive here into the developer’s portal for Intercom. Intercom, I’ll say, has probably one of the most extensive documentations I’ve seen. You have, also the app store component here, where they have a lot of different app integrations.

MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. 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 started in 2007 as a web-based SaaS product for managing incoming customer support requests.

Top 10 Alternatives to Intercom for Enhanced Customer Support

The company’s engagement on Facebook is 20 times bigger than Intercom engagement, and 76 bigger than Drift’s Facebook engagement. Of course, to have a realistic perspective over those graphics, we should not forget to take into account Intercom, Drift, and Zendesk’s estimated Social media followers from those channels. Taking about showing the “raw” image of the brand, Drift, and Zendesk have a more personal approach when it comes to content on Facebook and Instagram.

More than 32 shares, over 30 comments with “Sweet”; “Nice” and more than 300 “Love” reactions to the album. Of course, each brand has a different approach according to the used channel. Instagram, the brands are delivering more relaxed and personal posts, as on Twitter, YouTube, and LinkedIn, a more informal type of content. Plus, being authentic and creating a recognizable visual identity will always help – Intercom visual content is always colorful, playful, meaningful, and easy to spot. Another website detail that caught my attention was from Intercoms’ website. The company changed the item’s order on the pricing page, focusing on the “Try for free” CTA button, instead of the price, as it used to be before the change.

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In some cases, Zendesk may be considered a more cost-effective option compared to Intercom, particularly for businesses with smaller budgets or those looking for more predictable pricing. It’s an opportunity for Zendesk to differentiate itself, but unfortunately it didn’t get very high marks from users, either. Reviewers were frustrated by how long it took for their tickets to get resolved, as well as the complexity with which they were tossed around from department to department. Given that these are two services predicated on making you better at customer support, you’d think they’d be able to handle it better themselves.

Luckily, a range of customer service solutions is available that enables you to communicate directly with your customers in real-time. These tools are ideal for personalizing the customer experience and building better customer relationships. It tends to perform well on the marketing and sales side of things, which is key for a growing company.

Cons of Zendesk

Zendesk will best suit you if you are planning to expand or you already own a large company that will require advanced features like advanced analytics and reporting, segmentation or retargeting. Then we have Zendesk Connect or Outbound.io, and Outbound.io from the beginning was really focused on product messaging. So once a user became a user, once they give you the email address on sign-up, then you wanna be able to send them messages across the very similar channels that Intercom had. This is a pretty common request these days, specifically companies will say, “You know, hey, we wanna improve our onboarding flow after users sign up”.

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