zendesk chat vs intercom

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.

zendesk chat vs intercom

The free Intercom Platform lets you see who your customers are and what they do in your workspace. It has very limited customization options in comparison to its competitors. This is because it comes with a free option, which is ideal for startups on a limited budget. Plus, it’s easy to upgrade to a larger package when your business grows. Finally, if you want even more advanced features, you can upgrade to their Premium package. However, do take note that this comes with custom pricing, so you will need to contact them to learn more.

Backend Features (weighted 11%)

If you own a small business, Zendesk and intercom do the same thing. But Zendesk UI is pretty straightforward, so if you need an uncomplicated system to help customers, collaborate and manage projects; choose Zendesk. Other features, like product tours and WhatsApp support, can also be added.

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The software also helps support staff reach customers where they want to be contacted. Many people like HappyFox because it makes the process easy for everyone. Zoho is known for its customer relationship management (CRM) tool, but the platform also offers help desk software.

Pros of Zendesk

Even more advanced multi-brand or multi-language setups are simple enough

that you’ll be able manage them without external consultants. Both Enchant and Zendesk charge per seat, meaning you are billed for the number of people that need to log in and provide support to your customers. Jetdocs is an internal communication platform where teams can streamline their internal processes. Pricing stands at $35/mo/user and they only have one pro plan which includes all of their features. So here we will be comparing two most popular chatbot software Zendesk and Intercom. Part of Intercom’s pricing structure is also focused on “people reached”.

What is Zendesk chat used for?

The Zendesk Chat app lets agents who offer customer assistance through both Zendesk Support and Chat to serves chats in a chat window without leaving the Support UI. Note: The Zendesk Chat app is available for accounts using Support and Chat with the standard agent interface.

Built-in call center support, SLA management, audit logs, and success managers are all available with LiveAgent’s tool. Crisp’s top features include co-browsing, a CRM, a shared inbox, a chatbot, a ticketing system, and more. Plus, it has a number of integrations to make the process even easier for your team, like Slack, Zapier, Salesforce, and WhatsApp. Because it offers so many different options, this is a great Intercom alternative for large and enterprise companies who need sales and service solutions at scale. Help Scout’s shared inbox makes it easy to collaborate on customer support issues and ensures the customer experience is seamless from all sides. If you’ve been an Intercom user who’s unhappy with the features surrounding customer support, Help Scout is the perfect alternative for your team.

Freshdesk Contact Center (Formerly Freshcaller)

This live chat software provider also enables your business to send proactive chat messages to customers and engage effectively in real-time. This is one of the best ways to qualify high-quality leads for your business and improve your chances of closing a sale faster. A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software. Chatbots are automated customer support tools that can assist with low-level ticket triage and ticket routing in real-time.

  • Throughout the review, screenshots of important sections will give you a sense of what the tool looks like.
  • In this article, we have highlighted some of the most popular alternatives to Intercom.
  • You can decide which features you need and create your own setup within Zendesk Support Suite.
  • If your team is familar with Gmail, Enchant

    Inbox will feel like Gmail on steroids.

  • Though Hiver is best suited for small companies, that is not to say the software does not work for large enterprises.
  • Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive.

From there, you can include FAQs, announcements, and article guides and then save them into pre-set lists for your customers to explore. You can even moderate user metadialog.com content to leverage your customer community. Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits.


Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. The software is versatile and allows agents to connect with clients via chat, email, phone, or social media. If you are looking to deflect support requests to self-service options, then Kustomer has no-code chatbots available to help.


We believe your customers shouldn’t be dragged into the world of a help desk solution. Zendesk has a number of pricing plans to choose from, depending on your needs and usage. However, every Zendesk plan costs more than Enchant’s one plan (as of Apr 2022), so you’ll always pay more if you use Zendesk.

What are the best free Intercom alternatives for small businesses?

There is also integration with project management tools such as Jira, Slack, Mailchimp, etc. It is known for its CRM programs, and also has help desk software. This helpdesk has many features such as shared inbox, phone integration, and multi-channel chat.

  • If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering.
  • Right out 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 add individual operator greetings, create canned responses, and engage potential leads by giving them product tours.
  • The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc.
  • Intercom software is designed to resemble the messaging apps we use every day, Intercom allows you to talk to consumers from inside your app, across your website, and via email.
  • You already know that Intercom charges per feature, but limiting analytics to premium plans is harsh, especially considering that the tool is a customer service platform and data is essential.

Enchant provides a fast and smooth

experience for your team and is completely invisible to your customers. If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering. With a one-time fee starting at $2200, JitBit allows you to host the customer service platform on your own servers, giving you full control over your data. This can be particularly advantageous for businesses operating in highly regulated industries or those with strict IT policies. Our Smart AI Features help to increase efficiency and help to balance between business and Customer Support and Growing Business.

Zendesk vs Intercom vs ProProfs: Pricing

When a customer works with two agents and receives two different answers, they’re going to be very frustrated and won’t value the experience. They can get the context of the customer’s questions and transfer questions from Chatbox into Message. Zendesk also has solutions for small to mid-sized companies as well. It will also depend on the size of your business, how many features you’ll need to use, your budget, and how much support you need. Use HubSpot to deepen your relationship with your customers, elevate their voice, and provide a best-in-class experience.

zendesk chat vs intercom

Moreover, your customer service operators can anticipate what a visitor or customer is going to type next and accordingly transfer chats to relevant members to reduce the resolution time. You can add individual operator greetings, create canned responses, and engage potential leads by giving them product tours. Once, the ticket is created, customers get a notification that their issue or request has been received and registered. Meanwhile, robust ticketing features such as ticket routing, time tracking, CSAT ratings, service level agreements, etc. ensure your agents are always a step ahead.

Zendesk vs. Intercom: Sales Pipeline and Lead Nurturing Tools

The overall design of Zendesk’s chat widget looks outdated and offers very limited customization options. As a leading cloud-based help desk software, Zendesk is home to many popular businesses such as Siemens, Mailchimp, Tesco, GrubHub, and more. The tool is extremely scalable and can be used to match your growing business needs. Intercom is another SaaS company that was founded in 2011 with the aim to help businesses build better customer relationships through personalized, messenger-based experiences.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

Also, some features are billed separately and cost an additional monthly fee. If you get frequent questions and don’t want to reply to all those similar messages manually each time, you can use Intercom’s chatbots to decrease the average reply time. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent.

zendesk chat vs intercom

The interface appears modern, easier to set up, and your agents can dive right into it. ProProfs claims that their tool does not require any heavy training or coding skills and can be easily set up in minutes. Besides this, ProProfs has done a tremendous job when it comes to creating relevant support content for its users. They have an extensive help center, video tutorials, and articles to help your agents use the tool to its full potential. Intercom has been marketing itself as a business messaging platform right from the start.

zendesk chat vs intercom

What is the difference between chat and messaging in Zendesk?

Live chat offers real-time, session based and synchronous support for customers to receive 1:1 support from an agent on your website. Messaging conversations can occur in real time and across channels when necessary but can be picked back up without losing context or history.

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