Automated service to migrate your data between help desk platforms without programming skills — just follow simple Migration Wizard. Intercom and Zendesk are neck to neck in reviews from various sites such as G2, Capterra, Financesonline, and more. We’ve analyzed a dozen of reviews to help you get an average estimate of Zendesk vs Intercom functionality. Analytics features Intercom has is done through add-ons such as Google Analytics, Statbot, Microsoft Teams, and more. It’s Intercom VS Zendesk, the battle of two well-known software in the help desk category.

Behavior-based messaging allows you to customize every last detail of triggers and rules including–which channel sends the message, when it sends, where it sends, and who gets targeted. Sequence all channels–chat, web post, email, chatbot outreach, tour message, banner, push notification, or carousel–mixing and matching modes of outreach to fit campaign goals. Intercom wins the automation and AI category because its chatbots have some impressive capabilities, like lead qualification and advanced routing. Zendesk’s Admin Center provides tools that automate agent ticket workflows. The Agent Workspace highlights tickets based on the issue and urgency, assigning each one a priority–agents can also tag tickets based on recency, hold-vs-open status, and urgency.

Differences in features:

Both Intercom and Zendesk will let you communicate with your visitors via chat and email messages. Comparing pricing alone, we have to give the edge to Zendesk. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking Intercom VS Zendesk to add customer service to its front page. Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action.

• This enables your operators to understand visitor intent faster and provide them with a personalized experience.
• Help desk software creates a sort of “virtual front desk” for your business.
• The right side of the screen displays all customer contact information and company interaction history, and the agent can contact the customer via any channel with just a few clicks.
• Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.
• The favorable review displayed is selected from the most helpful 4 or 5 star review.
• You can also connect your ChatBot with other tools you’re already using like Slack or Facebook Messenger.

Administrator reports allow managers to observe real-time CSAT scores, conversation volume, first response time, and time to close. The admin and manager dashboard provides a zoomed-out view of all activity taking place in each inbox, for whole departments and individual agents. The dashboard’s left-hand column organizes and sorts all tickets by urgency. When an agent clicks on a conversation, the full conversation history populates the middle screen. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. If a customer isn’t satisfied with Answer Bot’s response, Answer Bot quickly routes them to an agent best suited to help.

Intercom details

„Favorable“ and „Critical“ user reviews are selected using the review helpfulness score. The helpfulness score predicts the relative value a user receives from a given review based on a number of factors. Factors may include the content in the review, feedback provided by other readers, the age of the review, and other factors that indicate review quality. The favorable review displayed is selected from the most helpful 4 or 5 star review. The critical user review displayed is selected from the most helpful 1,2 or 3 star review. After an in-depth analysis such as this, it can be pretty challenging for your business to settle with either option.

The debate rages between WooCommerce, Shopify, Magento, and BigCommerce for best ecomm platform — we’ll help you find the best one for you. 250+ connected apps available, including HubSpot and Slack. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. Groove has put together an informative review of both brands to highlight the similarities and differences to allow you to make the right choice.

HubSpot Service Hub

In addition, LiveAgent offers a number of communication channels for customer support and a variety of different integrations. After a long discussion, we decided to put the Intercom on this list. It’s an expensive tool but very powerful for customer engagement. Intercom offers chatbots, helpdesks, and a high level of customization. Intercom chatbots are using the power of artificial intelligence, and they can provide more accurate answers by passing the time and also generate new leads.

So far, the chatbot can transfer chats to agents or resolve less complex queries in seconds. That means all you have to do is add the code to your website and enable it right away. Zendesk has also introduced its chatbot to help its clients send automated answers to some frequently asked questions to stay ahead in the competitive marketplace. What’s more, it helps its clients build an integrated community forum and help center to improve the support experience in real-time. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity.

Main strengths of Intercom

This is essential for customers looking to purchase helpdesk software because every customer is different, and every business attracts a certain type of customer. Personalized customer experiences are essential, but it’s impossible for any one provider to offer a solution that caters to everyone. As with the other products, we’re going to first look at pricing. However, these products, as you might already tell, also have tons of similarities, so what better way to explain what they are than to put them head-to-head against each other. We’ll showcase what each provider is doing, what they offer in terms of features, apps and integrations, support for users, pricing, and APIs for customization purposes. Zendesk would be a perfect option for businesses that are searching for a well-integrated support system.

You get to engage with them further and get to know more about their expectations. This becomes the perfect opportunity to personalize the experience, offer assistance to prospects as per their needs, and convert them into customers. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.

Intercom Inbox Features

On Capterra, Intercom has a rating of 4.5 given by 784 reviewers. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. 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. In terms of customer service, Zendesk fails to deliver an exceptional experience.

• On its side, Zendesk offers Guide (self-support), Chat , Talk , Connect , Explore , and Sell add-ons that you can buy separately or add to Zendesk Support .
• It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle.
• Mobility has become an imperative for business software companies, whether it’s CRM software or customer messaging software.
• Zendesk directly competes with Intercom when it comes to integrations.
• For instance, customers and staff alike can channel messages through it.
• One thing, however, is that the price alone is considerably high for a product that is nothing more than a standard feature in helpdesk CRM software.