Zendesk Chat vs Intercom Which One Should You Use?

For businesses looking for a comprehensive customer service and support tool, Zendesk reigns supreme. Its feature offering is second to none and for growing companies, Zendesk scales as well or better than any other customer support platform on the market. Intercom has positioned itself as a messaging platform rather than a comprehensive CRM solution.

It can be the right option for big enterprises that have global customers and big support teams. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc.

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The platform offers Zendesk Talk as its call center solution to keep up with other feature is browser-based, so you don’t need additional software or hardware. Intercom offers call center features for your business via add-ons. Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. Zendesk does not provide its customers with email marketing tools for the basic subscriptions at the time of writing.

Designed for all kinds of businesses, from small startups to giant enterprises, it’s the secret weapon that keeps customers happy. So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality. Compared to Intercom, Zendesk’s pricing starts at $49/month, which is still understandable but not meant for startups looking for affordable pricing plans.

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Whichever solution you choose, mParticle can help integrate your data. MParticle is a Customer Data Platform offering plug-and-play integrations to Zendesk and Intercom, along with over 300 other marketing, analytics, and data warehousing tools. With mParticle, you can connect your Zendesk and Intercom data with other marketing, analytics, and business intelligence platforms without any custom engineering effort. 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.

When it comes to customer support software, Zendesk is #1 in popularity and brand recognition. If I had to describe Intercom’s help desk, I would say it’s rather a complementary tool to their chat tools. It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. Just as Zendesk, Intercom also offers its own Operator bot which will automatically suggest relevant articles to customers who ask for help. Here, we’ve outlined the support options that Intercom and Zendesk provide to companies using their platforms. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan.

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• Intercom stands out here due to its ability  to tailor sales workflows.
• So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support.
• Now, their use cases comprise support, engagement, and conversion.
• With Zendesk Sell, you can also customize how deals move through your pipeline by setting pipeline stages that reflect your sales cycle.