Zendesk vs Intercom Comparison 2024: Which One Is Better?

If you’re looking for an AI-powered chatbot to be the new front line of your customer experience, Ada has the solution for you. Not only is our AI chatbot highly customizable, but it also improves the customer experience by reducing costs and driving revenue. No coding skills are required, allowing you to set up your chatbot quickly and free up your agents to make a greater impact. While Zendesk offers 24/7 support, Intercom only provides support with live agents during business hours.

• Intercom is geared toward sales, whereas Zendesk includes everything a customer service rep desires.
• Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations.
• The program is simple to use and includes all of the necessary capabilities for providing good customer service.
• Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system.
• Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.

Month-to-month billing plans are also available for HubSpot and Zendesk CRM, but prepare to pay between 10% to 24% extra per month. To get the best possible experience please use the latest version of Chrome, Firefox, Safari, or Microsoft Edge to view this website. Some of the most popular integrations for Freshdesk include Microsoft Teams, Jira, Slack, Google Analytics, and Shopify. The pure fact that Freshdesk has a default analytics dashboard, even with its free plan, makes it the winner in this area.

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This customized dashboard will help you see metrics that you’d like to focus on regularly. Zendesk also offers a straightforward interface to operators that helps them identify the entire interaction pathway with the customers. Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously.

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. Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus.

FreshDesk

Their intuitive text editor makes it easy to create new articles, organize them into categories, and customize your knowledge base to match your brand. Messagely’s live chat platform is smooth, effective, and easy to set up. With Messagely, you can increase your customer satisfaction and solve customers’ issues while they’re still visiting your site. Its sales CRM software starts at $19 per month per user, but you’ll have to pay $49 to get Zapier integrations and $99 for Hubspot integrations. Finally, you can pay $199 per month per user for unlimited sales pipelines and advanced reporting along with other features. Its $99 bracket includes advanced options, such as customer satisfaction prediction and multi-brand support, and in the $199 bracket, you also get advanced security and other very advanced features.

We’ve prepared this Zendesk vs. HubSpot guide to show you which CRM is best for your business needs. You’ll see how they compare regarding features such as lead and contact management, marketing and sales automation and reporting and analytics. Also, you’ll learn about their pricing and how easy it is to use or customize them. Your typical Intercom review often highlights some of the tools like the answer bots as reasons why Intercom is so effective at streamlining customer service. You regularly see mention of recent Intercom new features as well, like their business messenger tool. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business.

Intercom User Assistance and Support

If you want both customer support and CRM, you can choose between paying $79 or $125 per month per user, depending on how many advanced features you require. Powered by Explore, Zendesk’s reporting capabilities are pretty impressive. Right out intercom versus zendesk of the gate, you’ve got dozens of pre-set report options on everything from satisfaction ratings and time in status to abandoned calls and Answer Bot resolutions. You can even save custom dashboards for a more tailored reporting experience.

For those of you who have been waiting for the big showdown between these two customer support heavyweights, we are glad to present the ultimate Zendesk vs Intercom comparison article. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan.

Pricing & Scalability

While Zendesk’s support is also fast, it is only available if you’re already a Zendesk user. If you’re only browsing their website, you will have to send a message to their sales team by entering your email address. Zendesk and Intercom have very similar ratings on popular websites such as G2 and Capterra. However, Zendesk has a larger customer base than Intercom, which is reflected in the number of reviews for each product.

Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships. Founded as a business messenger, it now extends to enabling support, engagement, and conversion. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool. If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month.

Freshdesk has 24/7 email support on all of their plans, even the free one. There is 24/5 phone support on all paid plans, and 24/5 chat support beginning with the pro plan. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. Here is a list of tools that work as an alternative to Sortd in terms of features and pricing.

The live chats on both of their websites have support agents that answer very quickly and are right to the point. The Zendesk team tends to respond a little faster depending on the time of day. The Answer Bot tool seamlessly integrates with your knowledge base, delivering automatic suggestions to relevant articles. This saves your customers time when finding solutions and reduces the workload of your support agents.

User experience

Since Intercom doesn’t offer a CRM, its pricing is divided into basic messaging and messaging with automations. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced. With a very streamlined design, Intercom’s interface is far better than many alternatives, including Zendesk.

For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users. Check out our list of unified communications providers for more information. Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk.