Zendesk vs Intercom: In-Depth Feature & Price Comparison

But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible. You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect.

Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems. Therefore, to gauge if your chosen help desk is effective or not, you use analytics. In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, and more. Intercom Inbox has features that vaguely remind Zendesk Support, but the offered package Acquire customer (Messages and Inbox) is more paralleled with Zendesk Support + Chat. Just like Intercom, Zendesk’s customer service is quite disappointing. The only relief is that they do reach out to customers, but it gets too late.

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Thus, it leaves your team to solve more important customer requests. Knowledge Base is one of the self-service sections that includes articles or documents providing technical help to customers and employees. To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair.

Zendesk Sunshine is a separate feature set that focuses on unified customer views. Help desk SaaS is how you manage general customer communication and for handling customer questions. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. Zendesk also offers a sales pipeline feature through its Zendesk Sell product. You can set up email sequences that specify how and when leads and contacts are engaged. With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle.

Zendesk vs. Intercom

Based on verified reviews from real users in the Social Customer Service Applications market. See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization. Again, Zendesk has surpassed the number of reviewers when compared to Intercom.

No matter how a customer contacts your business, your agents will have access to the tools and information they need to continue and close conversations on any channel. Unlock your customer experience (CX) potential with the best customer service software. Onboard, educate, and notify customers with proactive messages on your website, mobile app, email, mobile push, or SMS. Proactive support means fewer questions for your team and much happier customers. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools.

Intercom vs Zendesk

Customize your brand, set up communication channels, configure business rules, and easily integrate with third-party platforms. Save money and time by relying on our expert onboarding team to assist you in building and implementing your personalized Dixa setup. For businesses that want to focus on simple and effective customer engagement, Intercom is an easy choice.

• Yes, you can replace Zendesk with Intercom as both platforms have a rich set of features and integrations.
• Say what you will, but Intercom’s design and overall user experience leave all its competitors far behind.
• It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk.
• And this, undoubtedly, leaves your customer support agents free to solve urgent matters.

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