Intercom vs Zendesk What are the differences?

The top of the agent workspace shows an agent’s open tickets, ticket statistics, and satisfaction statistics, as well as tabs depicting all current tickets. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information. 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. Survey responses automatically save as data in users’ profiles, and Intercom provides survey data in analytics and reporting.

They have offices all around the world including countries such as Mexico City, Tokyo, New York, Paris, Singapore, São Paulo, London, and Dublin. Even after just two years in the market, the company has become one of the fastest-growing SaaS companies of all time. In terms of pricing, Intercom is considered one of the most expensive tools on the market. Currently based in Albuquerque, NM, Bryce Emley holds an MFA in Creative Writing from NC State and nearly a decade of writing and editing experience. When he isn’t writing content, poetry, or creative nonfiction, he enjoys traveling, baking, playing music, reliving his barista days in his own kitchen, camping, and being bad at carpentry.

Which offers more customization, Intercom or Zendesk?

Automatic assignment rules establish criteria that automatically route tickets to the right agent or team, based on message or user data. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

• Chatbots help you assist customers with their basic queries and generate more leads.
• Intercom has a dark mode that I think many people will appreciate, and I wouldn’t say it’s lacking in any way.
• Team inboxes aggregate tickets applicable to the whole team–or a specific department–that any agent can address.
• Whether agents are facing customers via chat, email, social media, or good old-fashioned phone, they can keep it all confined to a single, easy-to-navigate dashboard.
• Using the existing knowledge base functionality, they can display self-help articles in the chat window before the customer approaches your team for support.
• If you’re curious about how our team at Ada has helped other enterprises automate 80% of their customer success volume, feel free to get in touch.

You can publish your self-service resources, divide them by categories, and integrate them with your messenger to accelerate the whole chat experience. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms.

Intercom vs Zendesk: Feature Comparison

It guarantees continuous omnichannel support that meets customer expectations. You can even improve efficiency and transparency by setting up task sequences, defining sales triggers, and strategizing with advanced forecasting and reporting tools. Starting at $19 per user per month, it’s also on the cheaper end of the spectrum compared to high-end CRMs like ActiveCampaign and HubSpot. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents.

Intercom’s chat tool, also called the Intercom Messenger, looks quite modern and offers advanced features that many chat tools don’t have. However, with Zendesk, agents can gain relevant context by viewing a customer’s profile and past interactions. Moreover, features such as typing indicators, delivery events, and rich message types like emojis, GIFs, etc. can give life to any conversation. In addition to this, Intercom provides your business the right platform to offer proactive support.

You can add agents, create teams, and set agent roles & permissions to decide their level of access to the tool. Automated ticket routing ensures that all tickets have an owner and are shared with the most capable agents. You can also choose their Round-robin ticket assignment feature to equally distribute tickets among your agents.

Whether it is about organizing customer issues or communicating with team members, dashboards can make an impactful difference. ProProfs makes it easier for you to get a pulse on what your customers want. You can share automated surveys to allow them to rate their support experience instantly. With CSAT and NPS surveys you can monitor and improve your customer experience. Lastly, Intercom offers an academy that offers concise courses to help users make the most out of their Intercom experience. Customers of Zendesk can purchase priority assistance at the enterprise tier, which includes a 99.9% uptime service level agreement and a 1-hour service level goal.

Intercom VS. Zendesk: Which Live Chat Software is the Best?

There is also a list of common questions at the bottom of the knowledge base homepage so you can easily find answers to common issues. Zendesk for sales starts at an affordable monthly rate, but you’ll have to purchase higher tiers in order to integrate with services like Zapier or HubSpot. Finally, their highest tier offers support for unlimited sales pipelines, advanced reporting, and other premium features. The most common complaints in Zendesk reviews mention the lack of features at certain price levels, difficulty navigating its interface, and a slow setup period. Intercom reviewers complain about its lack of scalability, the increase in costs as your customer base grows, and challenges accessing a customer service agent when in need of assistance.

Both Zendesk and Intercom have knowledge bases to help customers get the most out of their platforms. Although it can be pricey, Zendesk’s platform is a very robust one, with powerful reporting and insight tools, a large number of integrations, and excellent scalability features. However, if you’re looking for support that goes the extra mile, look no further than Ada. Our customer success team will work directly with your company to provide exceptional support for your customers. We have a track record of delighting industry leaders such as Medium, Upwork, Facebook, and Shopify.

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LiveAgent is a personalized solution that can help companies that are just entering the sales and marketing field grow their customer base and online services. They also offer some advanced features to facilitate collaboration for larger teams, like private notes and the ability to see who’s handling a certain ticket in real-time. Zendesk was released in 2007, starting a support ticket tool for customer service teams.

It manages and records essential data to drive more intelligent processes that enable businesses to achieve a higher degree of success. For example, if a user has been navigating your website for a few minutes, it can trigger an in-app message asking the user if they require assistance. Since the user is spending a considerable amount of time on your site, it is more likely that they will engage with your business and potentially become a customer. Zendesk’s core feature remains its ticketing system, and its functionality has remained the best in the industry since its inception. As Zendesk started off solely as a helpdesk and ticketing tool, they have perfected this part of their platform over the years. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments.

About Intercom

But we doubled down and created a truly full-service CX solution capable of handling any support request. Apps and integrations are critical to creating a 360 view of the customer across the company and ensuring agents have easy access to key customer context. When agents don’t have to waste time toggling between different systems and tools to access the customer details they need, they can deliver faster, more personalized customer service. From the inbox, live agents and chatbots can refer to and link knowledge base articles, to elaborate on replies and help customers locate answers. These products range from customer communication tools to a fully-fledged CRM.

If you are looking for a comprehensive customer support solution with a wide range of features, Zendesk is a good option. As you dive deeper into the world of customer support and engagement, you’ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Let’s explore these unique offerings and see how they can benefit your business. Intercom’s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences. You get a dashboard that makes creating, tracking, and organizing tickets easy.

This scalability ensures businesses can align their support infrastructure with their evolving requirements, ensuring a seamless customer experience. Intercom is the go-to solution for businesses seeking to elevate customer support and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers. For businesses that want to focus on simple and effective customer engagement, Intercom is an easy choice. It excels in real-time customer communication and helps support teams create personalized customer experiences.

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• On the other hand, if you are looking for a feature-rich tool that comes at less than half the cost of Zendesk and Intercom, then ProProfs can be your ideal support partner.
• Collaboration tools enable agents to work together in resolving customer tickets and making sales.
• Multilingual content and other advanced features come with a $49 price per agent per month.
• Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.