Compare Zendesk vs Intercom for Ecomm Businesses

Their help desk is a single inbox to handle customer requests, where your customer support agents can leave private notes for each other and automatically assign requests to the right people. But it’s designed so well that you really enjoy staying in their inbox and communicating with customers. Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing.

Their custom-made illustrations are beautifully crafted and their attention-to-detail is evident in almost every aspect of the tool. Let us kickstart the comparison with our first parameter- types of users. This section will help us understand whether the software is made for your business or not. While on one hand, you have to scroll through multiple comparison websites, online reviews, etc.

Zendesk Guide Pricing

In terms of pricing, Intercom is considered one of the most expensive tools on the market. Though the Intercom chat window says that their team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. You can see their attention to detail in everything — from tools to the website. And there’s still no way to know how much you’re going to pay for them, since the prices are only revealed after you go through a few sales demos with the Intercom team. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone to calculate costs. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days.

If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up metadialog.com for a trial through a salesperson and then ask if it is possible to get in the class for less money. For very small companies and startups, Intercom also offers a Starter plan–with a balanced suite of features from each of the above solutions–at $74 monthly per user.

Zendesk vs. Intercom: A brief overview

Collaboration tools enable agents to work together in resolving customer tickets and making sales. Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too. If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats.

In fact, most companies have this system up and running within just a few hours, and many users have the program mastered within one week. Customer support is an important part of any business, and Zendesk’s customer support agents are no exception. Unfortunately, their customer service has been known to be less than stellar at times. Many customers find that the customer service representatives are slow to respond and don’t take the time to fully address their concerns. In addition, many customers have reported being directed towards a never-ending search through help articles rather than receiving direct assistance from a human representative.

The 14 Best-Rated Zendesk Alternatives & Competitors in 2023

Apart from team conversations, it integrates with the ticketing system. Thus, the inbox is used to refer tickets to other agents who can solve them. Therefore, a helpdesk with a good inbox can make your team efficient in solving problems. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

• Honestly, when it comes to Zendesk, it is not the most modern tool out there.
• Zendesk directly competes with Intercom when it comes to integrations.
• Thus, clients can easily and quickly find the answer to complex and simple questions without needing to speak with a customer service representative.
• Compared to being detailed, Zendesk gives a tough competition to Intercom.
• Zendesk Chat shows up as a chat bar docked at the bottom of your site.
• This robust platform offers a high-definition view of customer experiences by providing real-time insights into satisfaction, sentiment analysis, case resolution time, agent performance, and more.

It has very limited customization options in comparison to its competitors. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget. When you sign up for your trial of Zendesk Suite, you will get access to all features of the Zendesk Suite Professional plan.

Customer Communication Platforms (CCM solutions) alternatives to Intercom

HubSpot Service Hub is a comprehensive customer service platform designed to help you provide exceptional customer experiences. It offers features such as automated ticketing, knowledge base management, and self-service portals which make it easy to respond quickly to customer inquiries. With HubSpot Service Hub, you can also customize the look and feel of your customer support page to match your brand for a professional touch.

To learn more about how Bonjoro integrates with Drift, Intercom, and Zendesk, check out our integrations page. Choosing software that fits every business equally in customer support software is challenging. Because all of the customer support software on the market come to the fore with its different features.

Intercom vs Zendesk: Pricing and Plans

Fuelius is a growth marketing agency that removes friction points and connects the dots across the buyer journey through powerful platforms, clever strategy and advanced implementation. Similarly to LiveAgent, HappyFox is an all-in-one solution for an organization’s help desk software needs. LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision. After growing organic inbound leads from 20 to 560 per month, and adding $114,000 monthly revenue to his client, Mihael felt like he discovered onto something big.

• Like HubSpot, Zendesk offers a suite of tools that support both the sales and service sides of a business.
• You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages.
• The self-hosted option is available for a one-time perpetual license fee that covers free upgrades for up to one year.
• You can add individual operator greetings, create canned responses, and engage potential leads by giving them product tours.
• Both of these platforms provide different packages, features, and benefits that may help your team delight your customers and aid in your team’s success.
• Furthermore, with Groove, users can create support widgets that are displayed on their websites.