Zendesk vs Intercom: Which Solution to Choose in 2024?

intercom to zendesk

Create a help center combining knowledge base articles and a customer contact request form, embeddable into any webpage or mobile app. Customers can search the help center by query keywords and sort through articles in 40 languages. Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. This article will compare Intercom vs Zendesk, outlining each tool’s features, ease-of-use, pricing and plans, pros and cons, and user-support options. However, you’ll likely end up paying more for Zendesk, and in-app messenger and other advanced customer communication tools will not be included.

  • With Zapier’s 6,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact.
  • Our integration with Intercom enables bi-directional contact and case synchronization, so you can continue using Intercom as your front-end digital experience and use Zendesk for case management.
  • But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready.
  • We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom.

Can you recall the last time you received outstanding customer service? The cost will mostly lean on the business data volume you need to transfer, the complexity of your requirements, and the options you’ll select or customizations you’ll inquire. Run a Free Demo to test the Migration Wizard performance and figure out how much your migration will cost. Don’t worry about experiencing hardships whilst doing your Supported Platform data import and export. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget.

Create/Update User

By the end of the article, you’ll not only know all of the main differences between Zendesk and Intercom, but you’ll know which is the right tool for you. Find reporting for all articles (including synced articles) in the Articles report. How to set up a regular sync of all public articles from your Zendesk Guide Help Center into Intercom. 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. We recommend that you use the most out of our free trial demonstration.

To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies. What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Besides, the prices differ depending on the company’s size and specific needs.

Intercom vs Zendesk: pricing

First, you can only talk to the support team if you are a registered user. In this article, we comprehensively do a comparison of Zendesk vs Intercom, examining their key features, benefits, and industry use cases. By exploring their distinct offerings, we aim to assist businesses in making informed decisions when selecting a customer service platform. But it’s designed so well that you really enjoy staying in their inbox and communicating with clients.

Intercom generally receives positive feedback for its customer support, with users appreciating the comprehensive features and team-oriented tools. However, there are occasional criticisms regarding the effectiveness of its AI chatbot and some interface navigation challenges. The overall sentiment from users indicates a satisfactory level of support, although opinions vary. 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.

Zendesk vs Intercom: customer support

Intercom’s integration capabilities are limited, and some apps don’t integrate well with third-party customer service technology. This can make it more difficult to import CRM data and obtain complete context from customer data. For example, Intercom’s Salesforce integration doesn’t create a view of cases in Salesforce.

intercom to zendesk

Messagely’s pricing starts at just $29 per month, which includes live chat, targeted messages, shared inbox, mobile apps, and over 750 powerful integrations. Messagely’s chatbots are powerful tools for qualifying and converting leads while your team is otherwise occupied or away. With chatbots, you can generate leads to hand over to your sales team and solve common customer queries without the need of a customer service representative behind a keyboard. Zendesk is a great option for large companies or companies that are looking for a very strong sales and customer service platform. It offers more support features and includes more advanced analytics and reports.

Step 2: Create a new Custom Action in Intercom

You can even finagle some forecasting by sourcing every agent’s assigned leads. We have numerous customers that do this and benefit greatly from our out-of-the-box integration with Intercom. Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready.

intercom to zendesk

Fintech startup Novo had to pivot to new ways of working in 2020, just like everyone else. But the company’s story isn’t just one of pandemic-induced change—in the first half of the year, intercom to zendesk Novo’s client base grew from 2,000 to tens of thousands. Check out the research-backed comparison below to better understand how each solution can add value to your organization.