Professional plan starts at $29 per agent per month and includes unlimited triggers, the ability to add operating hours, and chat reports. The enterprise plan starts at $59 per agent per month and includes every feature – from real-time monitoring to 24/7 live chat support to skills-based routing. Zoho’s support features include automation, AI chatbots, self-service support, and omnichannel communication. Zoho can pull in all your customer interactions across multiple channels for you to send a response to. While Zoho Desk does offer a basic free plan, the suite as a whole is ideal for larger companies with bigger budgets. Although priced at $49/month/agent, the Suite Team plan lacks important features such as self-service customer portal, knowledge management, SLA management, multilingual support, etc.
Zendesk and Intercom offer help desk management solutions to their users. So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. Zendesk’s customer support is also very fast, though their live chat is only available for registered users.
It provides a comprehensive platform for managing customer inquiries, support tickets, and interactions across multiple channels. On the other hand, Intercom shines in its focus on conversational engagement and real-time communication with customers. It offers a chat-first approach, making it ideal for companies looking to prioritize interactive and personalized customer interactions. Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales.
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. As for Intercom’s general pricing structure, there are three plans, but you’ll have to contact them to get exact prices. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs.
Zendesk wins the self-service tools category because it provides extensive help center customization options. The ticket display’s Side Conversations tab allows agents to initiate internal conversations via email, Slack, or ticketing system notes–without leaving the ticket. Agents can choose if the message is private or public, upon which a group thread is initiated in the ticket’s sidebar, where participants can chat and add files.
Customize your brand, set up communication channels, configure business rules, and easily integrate with third-party platforms. Save money and time by relying on our expert onboarding team to assist you in building and implementing your personalized Dixa setup. 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.
Some of the links that appear on the website are from software companies from which CRM.org receives compensation. This site does not include all companies or all available Vendors. As for the category of voice and phone features, Zendesk is a clear winner.
When it comes to ease-of-use, Zendesk undeniably takes the lead over Intercom. Zendesk’s intuitive design caters to beginners and non-technical users, offering a seamless experience right from the start. For instance, when you need to access specific features or information, Zendesk’s organized interface ensures that everything is easily locatable, reducing search time and user frustration. For instance, Intercom can guide a new software user through each feature step by step, providing context and assistance along the way.
SendinBlue is your go-to marketing and sales tool kit with a built-in CRM and free email automation—an intuitive platform for growing B2B and B2C businesses, e-commerce sellers, and agencies. The inbuilt call center support, automated ticket distribution, and shared inbox help your agents stay a step ahead in catering to customer needs. Chatbots, live chat, and video features are a given for any customer conversational tool, as is for Drift. Automated customer support provides customers with immediate and accurate help and a massive boost to your sales team’s efficiency across the entire sales cycle. Having an knowledge base can dramatically lift your site’s customer experience, so if you’re planning on building one go with LiveAgent. This is a bit of a letdown as you’ll have to use third party apps to create a self help section.
That means all you have to do is add the code to your website and enable it right away. Intercom offers a simplistic dashboard with a detailed view of all customer details in one place. Operators will find its dashboard quite beneficial as it will take them seconds to find necessary features during an ongoing chat with the customers. Admins will also like the fact that they can see the progress of all their teams and who all are actively answering a customer’s query in real-time.
For $395/month the Pro tier allows up to 5 users and eliminates the volume restriction. This tier provides everything a small or medium-sized business will need, including better ticket management and advanced workflow automation tools. You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. The Zendesk Workspace provides agents a single workspace with access to all team collaboration and customer communication channels so that an agent can manage all conversations without switching interfaces. Zendesk outshines Intercom for customer support workflows with its core feature, the ticketing system. Zendesk’s ticketing system is renowned for its highly organized approach, which empowers businesses to manage customer support requests with unparalleled efficiency.
Moreover, agents can collaborate with other members or teams and get real-time updates about who is viewing a ticket at any given moment. Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses.
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