Zendesk vs Intercom: Which Solution to Choose in 2024?

Intercom’s solution offers several use cases, meaning the product’s investments and success resources have a broad focus. But this also means the customer experience ROI tends to be lower than what it would be if you went with a best-in-class solution like Zendesk. Monese is another fintech company that provides a banking app, account, and debit card to make settling in a new country easier. By providing banking without boundaries, the company aims to provide users with quick access to their finances, wherever they happen to be. If a customer starts an interaction by talking to a chatbot and can’t find a solution, our chatbot can open a ticket and intelligently route it to the most qualified agent.

Zendesk wins the major category of help desk and ticketing system software. It lets customers reach out via messaging, a live chat tool, voice, and social media. Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well.

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By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. 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. Create a help center combining knowledge zendesk chat vs intercom base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options.

Remember that there is no one-size-fits-all solution, and the optimal platform for you will be determined by your individual demands. Many users complain that Intercom’s help is unavailable the majority of the time, forcing them to repeatedly ask the same question to a bot. When they do respond, they’re usually unhelpful or want to immediately transfer you to the sales department. That being said the customer support for both Zendesk and Intercom is lacking.

Intercom Pricing and Plans

Pop-up chat, in-app messaging, and notifications are some of the highly-rated features of this live chat software. 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. LiveChat is a straightforward chatbot that integrates into a website, similar to Intercom. Next to Ada, LiveChat is also a powerful customer messaging software that satisfies modern companies’ communication needs. It is accessible for representatives using web browsers, selected applications for Windows, Android, Mac OS X, and any mobile devices running iOS.

It plans on using this funding to research machine learning technology instead of just lining their own pockets. It is worthwhile to explore the features of both, prior to making a decision on which one you should use. The Zendesk marketplace is also where you can get a lot of great add-ons.

However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. Track customer service metrics to gain valuable insights and improve customer service processes and agent performance.

• Pricing for both services varies based on the specific needs and scale of your business.
• This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services.
• Ticket routing helps to send the ticket to the best support team agent.
• Larger companies will need to book a demo and receive a custom quote for services.
• KindGeek was founded in Ukraine; our co-founders are from Ukraine, and all of our team members call Ukraine home.
• They bought out the Zopim live chat solution and integrated it with their toolset.

Both Zendesk Chat and Intercom have similar features, but Intercom is more suited for small to mid-sized companies. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. Many use cases call for different approaches, and Zendesk and Intercom are but two software solutions for each case. 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.

User experience

There are also several different Shopify integrations to choose from, as well as CRM integrations like HubSpot and Salesforce. The learning and knowledgebase category is another one where it is a close call between Zendesk and Intercom. However, we will say that Intercom just edges past Zendesk when it comes to self-service resources. On the other hand, it’s nearly impossible to foresee how much Intercom will cost at the end of the day. They charge for agent seats and connections, don’t disclose their prices, and package add-ons at a premium. Intercom is the clear victor in terms of user experience, leaving all of its competitors in the dust.

• Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days.
• It isn’t as adept at purer sales tasks like lead management, list engagement, advanced reporting, forecasting, and workflow management as you’d expect a more complete CRM to be.
• However, as Monese grew and eyed a European expansion, it became clear that the company needed to centralize data in a single solution that would scale along with them.
• Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.

While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. This website is using a security service to protect itself from online attacks. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. All plans come with a 7-day free trial, and no credit card is required to sign up for the trial.