Zendesk vs Intercom: A comprehensive comparison guide

Falling for February integrations

zendesk intercom integration

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. Though Zendesk now considers itself to be a “service-first CRM company,” since its founding in 2007, their bread and butter offering has leaned much more heavily toward the “service” part of that equation. Keeping this general theme in mind, I’ll dive deeper into how each software’s features compare, so you can decide which use case might best fit your needs.

Secure Sockets Layer (SSL) encryption is used by Intercom, a customer communication tool, to keep data sent between users and the platform safe. SSL encryption is a standard form of security that creates a safe and encrypted connection between a user’s computer and the Intercom servers. This keeps any data sent private and stops people from getting to it without permission. Both companies provide a set of services that are intended to simplify communication, support, and the overall customer experience. These plans make Hiver a versatile tool, catering to a range of business sizes and needs, from startups to large enterprises looking for a comprehensive customer support solution within Gmail. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users.

This means that you can track customer interactions across both platforms and use this data to improve your customer support and marketing efforts. Why don’t you try something equally powerful yet more affordable, like HelpCrunch? Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. UltimateGPT for Knowledge Base (Chat) enables customers to automate 60 percent of their digital support channels–decreasing costs, empowering agents, and delivering amazing customer experiences.

Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way. They’ve been marketing themselves as a messaging platform right from the beginning. Yes, you can support multiple brands or businesses from a single Help Desk, while ensuring the Messenger is a perfect match for each of your different domains. 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.

Manage new Zendesk tickets by creating or updating Intercom users

Its strength is that it offers a wide range of tools for organising teams, such as booking systems, knowledge bases, and customer service features. These tools are great for keeping track of tasks and making sure workflows run smoothly, but they might not put as much emphasis on real-time conversations for teams as Intercom does. Some people like Intercom’s conversational support tool, which lets customers talk to you in a more personalised and interactive way. Users like that the platform lets them have talks in real time, which makes it easier to answer customer questions quickly and correctly. People have also said nice things about Intercom’s proactive message features, which let businesses talk to users before they even complain, which improves the overall customer experience.

zendesk intercom integration

While both platforms have a significant presence in the industry, they cater to varying business requirements. Zendesk, with its extensive toolkit, is often preferred by businesses seeking an all-encompassing customer support solution. Intercom stands out here due to its ability  to tailor sales workflows. You can also set up interactive product tours to highlight new features in-product and explain how they work.

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In a nutshell, none of the customer support software companies provide decent assistance for users. If you thought Zendesk prices were confusing, let me introduce you to the Intercom charges. It’s virtually impossible to predict what you’ll pay for Intercom at the end of the day. They charge for customer service representative seats and people reached, don’t reveal their prices, and offer tons of custom add-ons at additional cost. Their chat widget looks and works great, and they invest a lot of effort to make it a modern, convenient customer communication tool.

You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. On the other hand, it is absolutely necessary to investigate the nature of these integrations in order to ascertain whether or not they are relevant to the criteria that you have in mind. It is essential to evaluate the compatibility of the connectors offered by each platform with the tools and workflows that you already have in place. During this phase, you will determine the essential features, functionalities, and tools that are essential to the operations of your firm. Both Intercom and Zendesk are widely recognised as leaders in their respective industries. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available.

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View your users’ Zendesk tickets in Intercom and create new ones directly from conversations. 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.

In general, Zendesk offers a wide range of live chat features such as customizable chat widgets, automatic greetings, offline messaging, and chat triggers. In addition to these features, Intercom offers messaging automation and real-time visitor insights. Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers.

zendesk intercom integration

Zendesk is billed more as a customer support and ticketing solution, while Intercom includes more native CRM functionality. Intercom isn’t quite as strong as Zendesk in comparison to some of Zendesk’s customer support strengths, but it has more features for sales and lead nurturing. One place Intercom really shines as a standalone CRM is its data utility. As with just about any customer support software, you can easily view standard user data within the messenger related to customer journey—things like recent pages viewed, activity, or contact information.

Intercom, on the other hand, was built for business messaging, so communication is one of their strong suits. Combine that with their prowess in automation and sales solutions, and you’ve got a really strong product that can handle myriad customer relationship needs. Zendesk also packs some pretty potent tools into their platform, so you can empower your agents to do what they do with less repetition. You can foun additiona information about ai customer service and artificial intelligence and NLP. Agents can use basic automation (like auto-closing tickets or setting auto-responses), apply list organization to stay on top of their tasks, or set up triggers to keep tickets moving automatically.

zendesk intercom integration

This unpredictability in pricing might lead to higher costs, especially for larger companies. While it offers a range of advanced features, the overall costs and potential inconsistencies in support could be a concern for some businesses​​​​. Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not.

Retain all of your conversation data in Zendesk–not a third-party app–route and enrich Zendesk tickets, create smart escalations to human agents, and measure your bot’s performance in Zendesk. Intercom is great at making it easy for businesses and their customers to talk to each other instantly and back and forth. With live chat, in-app messaging, and targeted messaging, among other features, the tool lets businesses talk to customers right away. People who work in fields like e-commerce or SaaS, where quick responses and personalised exchanges are very important, may benefit the most from this.

Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app. On the other hand, Intercom is more focused on conversational customer support, and has more help desk features suited for live chat and messaging. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month. But this solution is great because it’s an all-in-one tool with a modern live chat widget, allowing you to easily improve your customer experiences. At the same time, Zendesk looks slightly outdated and can’t offer some features. Intercom, while differing from Zendesk, offers specialized features aimed at enhancing customer relationships.

When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform. For small companies and startups, Zendesk offers a six-month free trial of up to 50 agents redeemable for any combination of Zendesk Support and Sell products.

Zendesk is renowned for its comprehensive range of functionalities, including advanced email ticketing, live chat, phone support, and a vast knowledge base. Its ability to seamlessly integrate with various applications further amplifies its versatility. zendesk intercom integration Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments.

If you’re serious about growing your business, you’re bound to try automation and integration as well. For instance, IT system integration can simply improve your business workflow and help you minimize the costs of running it. Moreover, the integration itself is really intuitive – if you want to sync other tools with Zendesk, for example, it will take you only a few steps, without the need to possess any  IT skills. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. On the other hand, Intercom lacks many ticketing functionality that can be essential for big companies with a huge client support load. You can create dozens of articles in a simple, intuitive WYSIWYG text editor, divide them by categories and sections, and customize with your custom themes.

Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days.

  • Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them.
  • With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort.
  • If you’re not ready to make the full switch to Intercom just yet, you can integrate Intercom with your Zendesk account.
  • Check out the research-backed comparison below to better understand how each solution can add value to your organization.

Community boards make the support ecosystem even better by creating a place where people can work together and share their experiences, tips, and ask for help from their peers. These forums are helpful for fixing problems and learning from other people’s mistakes. The internal notes tool makes working together even better by giving team members a place to add context, share insights, or talk about specifics within the platform. This feature is great for keeping communication clear and organised because it lets team members work together on jobs, projects, or interactions with clients without any problems. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses.

This article explains how concepts from Zendesk work in Intercom, how you can easily get started with imports, and what to set up first. Intercom does have a ticketing dashboard that has omnichannel functionality, much like Zendesk. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom.

Integrate it with Zendesk and your agents will never struggle to find relevant details again. Stella Connect allows you to keep an eye on your customer support agents, giving you valuable insights into their performance. You can use this knowledge to boost the productivity of your team, appreciate the top performers, and take action whenever someone is not on top of their game. Integrating Intercom with Zendesk is a great way to improve the customer experience and boost sales.

Use cases to get started

Intercom is a customer support platform known for its effective messaging and automation, enhancing in-context support within products, apps, or websites. It features the Intercom Messenger, which works with existing support tools for self-serve or live support. However, if you are looking for a robust messaging solution with customer support features, go for Intercom. Its intuitive messenger can help your business boost engagement and improve sales and marketing efforts. This feature ensures that each customer request is handled by the best-suited agent, improving the overall efficiency of the support team. Intercom and Zendesk can be integrated to create a seamless customer experience.

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It offers powerful mapping features, allowing you to sync data with different structure. Nicereply is a great tool that allows you to measure the quality of your customer service. The Zendesk + Nicereply integration is extremely helpful, as it allows you to get an overview of your team performance in an instant. Furthermore, you will always have access to the data regarding Customer Satisfaction, Net Promoter Score, or Customer Effort Score, just to name a few. Knowledge Capture is a very useful tool that enables your agents to search for the information in your help section without leaving the ticket. Moreover, your agents can easily add feedback to existing articles that need updates or create new articles while answering tickets.

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Pricing for both services varies based on the specific needs and scale of your business. When comparing the user interfaces (UI) of Zendesk and Intercom, both platforms exhibit distinct characteristics and strengths catering to different user preferences and needs. Skyvia’s import supports all DML operations, including UPDATE and DELETE. This allows using import to perform mass update operations or mass deleting data, matching some condition. Searching for the best integrations with your Hubspot CRM, which will help you boost the sales results? Find reporting for all articles (including synced articles) in the Articles report.

But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. Before you start, you’ll need to retrieve your Zendesk credentials and create a Zendesk API key. You can do this by going to your settings within Zendesk (click on the cog on the left hand side), and navigating to API in the ‘Channels’ section.

Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company.

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. I tested both options (using Zendesk’s Suite Professional trial and Intercom’s Support trial) and found clearly defined differences between the two. Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. In 2023, conversational messaging will play an essential role in customer service.

For some reason, even though business leaders are aware of the fact that customer service impacts their revenue, they still underestimate its power. Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates. In addition, Zendesk and Intercom feature advanced sales reporting and analytics that make it easy for sales teams to understand their prospects and customers more deeply.

zendesk intercom integration

Research by Zoho reports that customer relationship management (CRM) systems can help companies triple lead conversion rates. Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. With Skyvia you can easily perform bi-directional data synchronization between Intercom and Zendesk. When performing the synchronization periodically, Skyvia does not load all the data each time. It tracks changes in the synchronized data sources and performs only necessary data changes.

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