With the Team Inbox, your support agents can manage and reply to conversations, wherever they’re happening- Email, live chat, Twitter, Facebook, and more. They have a nice implementation of live chat in their product as well, it’s actually thoughtful (and further customer-focused). Help Scout on the other hand can be best described as a customer-centric tool. They have done an incredible job at building somewhat of a community around their software.

There is also integration with project management tools such as Jira, Slack, Mailchimp, etc. On the first impression, ProProfs Help Desk feels as simple as using Gmail or just any other email client. You can view customer conversations under multiple inboxes, check pending tickets, set the priority of issues, add labels- all from an intuitive dashboard. Intercom metadialog.com is another SaaS company that was founded in 2011 with the aim to help businesses build better customer relationships through personalized, messenger-based experiences. The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc. Check out the Help Scout Integrations page to see all the integrations we’ve built.

Zendesk Chat vs Intercom – Pricing

However, it’s obvious that they’re crafted for different use cases. Intercom is more sales-oriented, while Zendesk has everything a customer support representative can dream about. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom for customer support.

That’s why it would be better to review where both the options would be ideal to use. 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. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently.

New Intercom Lead to Send Twilio SMS

No matter what Zendesk Suite plan you are on, you get workflow triggers, which are simple business rules-based actions to streamline many tasks. As for the category of voice and phone features, Zendesk is a clear winner. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience.

Zendesk has tons of products that are similar to Intercom’s including Zendesk chatbot software, messaging, team collaboration, knowledge base, analytics and reporting. Zoho Desk is a support-focused offering from the Zoho suite of tools. Zoho CRM is a popular sales tool, making its help desk software an ideal solution for sales-centric teams who can benefit from the entire suite of tools.

Zendesk Chat vs Intercom – Integration Capabilities

To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. Competitors App helps marketers monitor their competitors’ marketing moves in one place, with very little time investment. Zendesk boosted their engagement from a rate to 15K by posting candid pictures with Zendesk’s team members’ babies during a “Bring Your Kid to Work Day”.

The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom live chat is modern, smooth, and has so many advanced features that other chat tools don’t have. It’s highly customizable, too, so you can adjust it according to your website or product’s style.

Intercom for small Business

When Zendesk emerged, it was seen as a strongly functional provider with many features, whereas Freshdesk was a more economical substitute created in response to rising Zendesk prices. Yet, since its inauguration in 2010, Freshdesk has made many strides in improving. Today, when comparing Zendesk vs. Freshdesk, the differences are not so visible. In both cases, you can find customers who are delighted or disappointed with the two platforms.

The script will need to align with the data mapping document and account for system rate limits. The script will also need to be monitored and adjusted as needed during the transfer process. This top is automatically generated, taking into account Intercom, Drift, and Zendesk engagement data during the last year. As noticed, Zendesk has pretty much-earned everything in terms of viral posts. The most popular post has, for sure, a hard to beat engagement score.

Add Intercom Tag to Zendesk Ticket Status to Add to List

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. Self-service tools let customers resolve their own issues quickly and 24/7, improving satisfaction and reducing excessive agent workload. Zendesk’s Admin Center provides tools that automate agent ticket workflows. Design and send out mobile push messages–phone pop-ups containing text and images that prompt customers to take action and redirect to a specific app page when clicked. While Intercom lacks some common customer-service channels like voice calling and video conferencing, it supports other unique features that transfer across channels.

With its intuitive design and comprehensive set of features, Help Scout makes it easy for your team to manage tickets, automate workflows, and provide better customer service in one place. Plus, its pricing plans are flexible and affordable so you can scale up or down as your needs change. No-Code Chatbot Builder with just drag and drop conversational interface to deploy chatbots to Whatsapp, Messenger, or your custom website. Smart AI-Features help in summarising the whole conversation with your customers to avoid reading it whole email to know the query along with knowing the sentiment of customers.

Inability to provide an omnichannel experience

As a result, you’ll be able to see the sender, anyone who replied, and the dates of their interaction. As well as Intercom, it allows sharing of private notes with other support agents. As a conversational relationship platform, Zendesk gives you the option of live chatting with customers via your website, mobile, and messaging. Though, if you compare Zendesk chat vs Intercom, the plugin is a bit hard to use as reviewed by customers. Installing it might take some technical skill and even when installed, could malfunction a bit.

The more data you have, the longer it will take to transfer it from Zendesk to Intercom. This is because Zendesk has rate limits on how many records can be accessed or transferred per minute or hour. The rate limits also depend on what type of licensing plan you have with Zendesk. For example, an Enterprise plan will allow you to transfer your data at a faster rate than a Professional plan. To transfer your data from Zendesk to Intercom, a script will need to be created by an API developer to use the Zendesk and Intercom APIs to fetch and transfer the data.

Final Verdict: Which Live Chat is Compatible for Your Business?

Other customer service add-ons with Zendesk include custom training and professional services. Zendesk offers robust, pre-built reports for sales and support teams. Here are our top reporting and analytics features and an overview of where Intercom’s reporting limitations lie. In today’s world of fast-paced customer service and high customer expectations, it’s essential for business leaders to equip their teams with the best support tools available. Zendesk and Intercom both offer noteworthy tools, but if you’re looking for a full-service solution, there is one clear winner.

• Zendesk’s core feature has always been its ticketing system, and it remains the industry’s finest.
• This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team.
• Zendesk has more pricing options, and its most affordable plan is likely cheaper than Intercom’s, although without exact Intercom numbers, it is not easy to truly know the cost.
• Live chat is one of the most important tools in an omnichannel marketing strategy.
• Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan.
• The price, similar to everything Hubspot is pretty high starting at $50/mo for 2 agents.

It can help you to reach out to customers and help them complete purchases. Both Zendesk Chat and Intercom will integrate with Salesforce Sales Cloud, Zendesk, and WordPress. Zendesk Chat will also integrate with Zoho CRM, which Intercom does not. They can get the context of the customer’s questions and transfer questions from Chatbox into Message.

Based on the number of customer service agents you need to accommodate, you could be paying thousands of dollars every single month for the right customer support platform. Therefore, it becomes all the more important to review your options carefully. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. You can create different inboxes for support and sales, add permissions, and use mentions to collaborate on challenging customer questions.

• Zendesk was founded in 2007 and as such, is one of the oldest customer service management software offerings available on the market today.
• The answer, as with most things in life, is that it depends on your specific needs and ultimate goals.
• You will have a chance to confirm your subscription before starting.
• To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs.
• I’m a Business Development Manager at Vision Point Systems where I lead a variety of efforts in sales, marketing, and technical consultation.
• So this might be something that might not be the best fit for a software company, but maybe for a non-software company, maybe like a e-commerce company, might actually be better suited for CustomerIO.

Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. But I don’t want to sell their chat tool short as it still has most of necessary features like shortcuts (saved responses), automated triggers and live chat analytics. So we see JavaScript here, we see backend libraries, no, not at a lot of integration with other things like Segment. The actual visual work is actually very similar to what you would see at somewhere like Mixpanel or Amplitude or really any event tracking analytics tool.