Zendesk vs Intercom: Instant Messaging And Chat Comparison

Zendesk vs Intercom: Instant Messaging And Chat Comparison
Adriano Casanova

Zendesk Chat vs Intercom vs HubSpot Service Hub Comparison

zendesk vs. intercom

Its strong email management, categorized knowledge base for all stakeholders, and social media monitoring tools are the features you need as a mid-sized business to generate leads. The vital characteristics are real-time visitor monitoring, live chats, virtual AI supporter, and chatbot integrations with tools like Wix, Shopee, and Mailchimp. Gone are the days when your team had to manually sift through a pile of customer inquiries. Avoid cherry-picking and shared inboxes by using Dixa’s Conversation Offers and Intelligent Routing.

zendesk vs. intercom

With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system. It offers a suite that compiles help desk, live chat, and knowledge base to their user base. This enables them to speed up the support process and build experiences that customers like. Intercom offers an integrated knowledge base functionality to its user base.

Conversation Intelligence Software

Chatbots help you assist customers with their basic queries and generate more leads. Moreover, with collaboration features such as internal notes, parent-child ticketing, and canned responses, your team can delight customers together. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support.

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These plans are not inclusive of the add-ons or access to all integrations. Once you add them all to the picture, their existing plans can turn out to be quite expensive. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services.

Choosing The Right Intercom Alternative#

Intercom self-service chatbot widgets, highly customizable and capable of conversing in 32 different languages, embed into your website or application. Zendesk wins the collaboration tools category because of its easy-to-use side conversations feature. Zendesk’s Admin Center provides tools that automate agent ticket workflows.

  • The Help Center is designed to give you a complete self-service support option (knowledge base).
  • On one hand, Zendesk offers a great many features, way more than Intercom, but it lacks in-app messenger and email marketing tools.
  • Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help.
  • The difference between the two is that the Professional subscription lacks some things like chat widget unbranding, custom agent roles, multiple help centers, etc.
  • One of the questions we had was something like, Zendesk Connect, would be how much of this library screen updated after the acquisition.

In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support.

Community Functionality

Customers increasingly expect to receive fast, convenient, and personalized support. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost. So yeah, all the features talk actually brings us to the most sacred question — the question of pricing. You’d probably want to know how much it costs to get each of the platforms for your business, so let’s talk money now.


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. All you conversations and team members can be accessed from the top left of the screen. 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.

The interesting thing about Zendesk is the difference between the message users versus active users. Let’s say for 1000 people or 1000 users, let’s say for users, you’re paying about $200 a month to be able to message those people for their messages. If you’re really just focused on the email, maybe say SMS was an easy integration here, CustomerIO could be a good fit, just purely from the messages component. Now let’s go to pricing to understand what it would cost to send different things. The ability to communicate with customers efficiently gives us the insights to find bugs, pain points, successes and feature requests at lightning speed. These SaaS tools are must haves to ensure a customer is successful while using your product; all while adding to your growth and achievement.

zendesk vs. intercom

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