Intercom vs Zendesk Suite 2023 Comparison
While the pricing can be flexible, it may become more costly as your organization’s requirements and usage increase. Now, let’s delve into the Zendesk vs. Intercom comparison to help you make an informed decision when selecting the right customer support and engagement platform that aligns with your specific needs. Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time.
Also, their in-app messenger is worth a separate mention as it’s one of their distinctive tools (especially since Zendesk doesn’t really have one). With Intercom you can send targeted email, push, and in-app messages which can be based on the most relevant time or behavior triggers. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. On the other hand, Intercom has all its (fewer) tools and features integrated with each other way better, which makes your experience with the tool as smooth as silk. 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.
What Is Zendesk?
Those same tools also increase customer retention by 27% while saving 23% on sales and marketing costs. Both Zendesk and Intercom are excellent customer service solutions. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Zendesk offers a free 30-day trial, after which customers will need to upgrade to one of their paid plans.
In terms of pricing, Intercom is considered one of the most expensive tools on the market. You can see their attention to detail in everything — from tools to the website. But if you really want to enjoy Intercom’s advanced functionality, prepare to pay at least $499/mo (that’s supposedly the starting price for their premium subscription plans). And there’s still no way to know how much you’re going to pay for them, since the prices are only revealed after you go through a few sales demos with the Intercom team. Based on that, for software companies that have mobile apps or cross-platform, they might have a mobile app or a web app, Intercom tends to stand out as a really solid option. The marketing has been quite good, despite what was a confusing product set.
This structured approach ensures that no customer query goes unnoticed or unattended, regardless of the channel through which it was initiated. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand. But if you’re not familiar with them, think of the software as online human resource departments. For instance, customers and staff alike can channel messages through it. The methods that help desks use, however, are meant to cater to possibly thousands to millions of messages.
Zendesk has an app available for both Android and iOS, which makes it easy to stay connected with customers while on the go. The app includes features like push notifications and real-time customer engagement — so businesses can respond quickly to customer inquiries. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging.
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- The ability to communicate with customers efficiently gives us the insights to find bugs, pain points, successes and feature requests at lightning speed.
- Moreover, Intercom bots can converse naturally with customers by using conversation starters, and respond with self-help, and knowledge base articles.
- It provides a comprehensive platform for managing customer inquiries, support tickets, and interactions across multiple channels.
- The favorable review displayed is selected from the most helpful 4 or 5 star review.
- The top reviewer of Intercom Customer Communications Platform writes “A good tool that can be used to capture inbound leads and manage all customer interactions”.