Intercom vs Zendesk Suite 2023 Comparison

Zendesk vs Dixa: Why Customer-Loving Brands Choose Dixa

intercom versus zendesk

Both Zendesk Messaging and Intercom Messenger offer live chat features and AI-enabled chatbots for 24/7 support to customers. Additionally, you can trigger incoming messages to automatically assign an agent and create dashboards to monitor the team’s performance on live chat. 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.

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So if you have a few of those, that could also be a good fit just naturally, you’re gonna be part of the same universe of tools. That’s their main support, so let’s look a little bit beyond email. Alright, so we have email, we have webhooks, you know webhooks is for integrating just like we said before. Then we can do Twilio for SMS, Urban Airship, which is actually for in-app notifications like web and so on, and then Slack and Zapier for anything else. So we’re really seeing, we’re really set up with email, and if you want anything else, you have to do it yourself.

Knowledge Base Solutions

On the other hand, for plans that offer necessary help desk features, Zendesk costs a fortune. Therefore, businesses that have small customer service teams and are on a budget, will struggle with Zendesk’s high pricing. The decision to choose a customer support platform should be based on a careful evaluation of your organization’s unique needs, customer interaction channels, scalability requirements, and budget constraints. However, it’s essential to recognize that Zendesk has its own array of strengths, particularly in its comprehensive and versatile customer support platform.

intercom versus zendesk

The years of experience in business messaging have helped Intercom develop features that address nearly all the problems that employees have to face while interacting with customers. Intercom gives you the ability to see who your customers are and what they do in your web and mobile apps in real time. For support teams, ensuring that agents are on the same page is an essential part of the customer experience. While both tools offer top-of-field feature sets that can simplify your customer support processes dramatically, identifying which is right for you can take time and effort.


Intercom has a ‘great’ User Satisfaction Rating of 89% when considering 3224 user reviews from 6 recognized software review sites. Zendesk has a ‘great’ User Satisfaction Rating of 86% when considering 5221 user reviews from 5 recognized software review sites. Each tool discussed in this blog comes with its own pros and cons. Before you jump to any conclusions, we suggest you take a free trial to get a better look and feel of the product. Here is a short overview of how these tools started, where they stand today, and what they can bring to your business. As a freelancer, I don’t need all the integrations and support that Intercom provides.

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. Zendesk Support has voicemail, text messages, and embedded voice, and it displays the phone number on the widget.

This makes it an excellent choice if you want to engage with support and potential and existing customers in real time. Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize. Their users can create a knowledge repository to create articles or edit existing ones as per the changes in the services or product. Zendesk, like Intercom, offers multilingual language functionality. It also provides detailed reports on how each self-help article performs in your knowledge base and helps you identify how each piece can be improved further.

Drift is an all-in-one conversational AI tool covering service, marketing, and sales. As the saying goes, Just as one size doesn’t fit all, it is important to choose the right tool that suits the specific needs of your business. This requires a genuine understanding of customers’ motives on your platform and customizing the experience to their needs.

Intercom built additional tools to aid in marketing and engagement to supplement its customer service solution. But we doubled down and created a truly full-service CX solution capable of handling any support request. Intercom enables customers to self-serve through its messaging platform. Agents can easily find resources for customers from their agent workspace. Zendesk offers robust, pre-built reports for sales and support teams.

When considering subscribing to one of Hiver’s paid plans, you can opt for the Lite package for $15 per user/month, the Pro package for $39 per user/month, or the Elite package for $59 per user/month. Small and medium-sized companies that work in eCommerce, web development, and online services are the ideal customers for Groove. Managers can choose to automatically route tickets and agents can prioritize conversations that need immediate attention. Zendesk Service offers the right platform for tracking, prioritizing, and solving customer support tickets.

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intercom versus zendesk

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