Zendesk vs Intercom: In-Depth Features & Price Comparison

Both Zendesk and HubSpot can get pricey as you combine products, but HubSpot is often more expensive than Zendesk, perhaps because it combines three hubs. To determine which is cheaper, highlight your needs and check out what the necessary tools will cost you. Meanwhile, remember that HubSpot allows you to benefit from its free version, whereas there’s no such option on Zendesk. Intercom is a user intelligence and behavioral targeting platform to better understand, improve, and benefit from your customer communication. As an example, Intercom and Zendesk are scored at 8.9 and 9.7, respectively, for all round quality and performance. Similarly, Intercom and Zendesk have a user satisfaction rating of 96% and 98%, respectively, which shows the general satisfaction they get from customers.

It features the Intercom Messenger, which works with existing support tools for self-serve or live support. Today, both companies offer a broad range of customer support features, making them both strong contenders in the market. Zendesk offers more advanced automation capabilities than Intercom, which may be a deciding factor for businesses that require complex workflows. Zendesk and HubSpot use artificial intelligence (AI)-powered automation and unified dashboards to improve customer relationships and team productivity, regardless of your business size.

Intercom VS. Zendesk: Feature Analysis

HubSpot CRM also made it to our list of the best CRM software for small businesses, especially for scaling startups. However, compared to HubSpot, Zendesk Marketplace offers fewer integrations. Overall, Intercom and Zendesk offer intuitive and user-friendly user interfaces, prioritizing ease of use and customization. The choice between the two may be personal preference or specific feature requirements.

Zendesk provides limited customer support for its basic plan users, along with costly premium assistance options. On the other hand, Intercom is generally praised for its support features, despite facing challenges with its AI chatbot and the complexity of its help articles. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. 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 Vs. HubSpot (2024 Comparison)

Intercom and Zendesk are two of the most popular customer support tools available. Both platforms offer a range of features that enable businesses to communicate with their customers seamlessly. In this section, we will briefly overview Intercom and Zendesk, intercom vs zendesk including their history and key features. The customer support platform starts at just $5 per agent per month, which is a very basic customer support tool. If you want dashboard reporting and integrations, you’ll need to pay $19 per agent per month.

• Additionally, Zendesk’s customizable dashboards and reporting features provide valuable insights into customer support performance.
• I just found Zendesk’s help center to be slightly better integrated into their workflows and more customizable.
• It’s highly customizable, too, so you can adjust it according to your website or product’s style.
• 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.
• This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away.
• Intercom offers a wide range of integrations with various third-party tools, including CRMs, marketing automation platforms, and analytics tools.

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. Intercom has a wider range of uses out of the box than Zendesk, though by adding Zendesk Sell, you could more than make up for it. Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. But they also add features like automatic meeting booking (in the Convert package), and their custom inbox rules and workflows just feel a little more, well, custom.

Zendesk:

Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises. One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market. HubSpot CRM has a reputation for being a reliable, comprehensive suite of features that also integrate smoothly with users’ third-party apps, making it easier to manage customers. Also, its scalability is a big plus, allowing you to use essential features or scale it to handle complex processes.

Nevertheless, the platform’s support consistency can be a concern, and the unpredictable pricing structure might lead to increased costs for larger organizations. Zendesk also offers digital support during business hours, and their website has a chatbot. Premiere Zendesk plans have 24/7 proactive support with faster response times. Other customer service add-ons with Zendesk include custom training and professional services.

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.