Intercom vs Zendesk Why HubSpot is the Best Alternative

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. 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. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware.

While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Leave your email below and a member of our team will personally get in touch to show you how Fullview can help you solve support tickets in half the time. Use HubSpot Service Hub to provide seamless, fast, and delightful customer service. Zendesk’s platform is outdated, leaving customers to face modern challenges with obsolete tools. As you can imagine, banking from anywhere requires a flexible, robust customer service experience. The support team faced spiking ticket volumes, numerous new customer accounts, and the need to shift to remote work.

Intercom Agent Dashboard

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. 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 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.

Intercom isn't quite as strong as Zendesk in comparison to some of Zendesk's customer support strengths, but it has more features for sales and lead nurturing. Intercom's chatbot feels a little more robust than Zendesk's (though it's worth noting that some features are only available at the Engage and Convert tiers). You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk's, but it's still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the Tag Manager, WordPress, or Shopify. The two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools.

Intercom or Zendesk: Help desk and ticketing

In terms of customer service, Zendesk fails to deliver an exceptional experience. This can be a bummer for many as they can always stumble upon an issue. One of the most significant downsides of Intercom is its customer support. Existing customers have complained consistently about how they aren’t available at the right time to offer support to customers. There are even instances where customers don’t receive the first response in more than seven days.

We recommend running a small batch of records (say 5%), and using that to project time to completion. When we compare Intercom and Zendesk, we realize that both the tools are quite expensive and may not be the right option for startups or small businesses, or for that matter, any business on a budget. Moreover, you can tailor your content to different audiences such as visitors or paid customers. Customization options for color, logo, header, domain, etc. can also come in handy.

Alternatives to Zendesk & Intercom

Zendesk, unlike Intercom, is a more affordable and predictable customer service platform. Also, it’s the pioneer in the support and communication tools market. You can always count on it if you need a reliable customer support platform to process tickets, support users, and get advanced reporting. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month.

But, if you just need a secure and quick data transfer, opt for Help Desk Migration. Pricing starts at $39 and varies based on the number of records you want to migrate. Our team is experienced in consolidating Zendesk instances and merging instances of other help desk and service desk systems. Zendesk chat vs Intercom offers similar chat features but still has a couple of differences.

Zendesk vs Intercom vs ProProfs: Pricing

Stitch offers detailed documentation on how to sync your Intercom data. Stitch offers detailed documentation on how to sync your Zendesk Support data. Free trials include unlimited changes, active flows, connected tools, custom fields, and more.

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.

Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently. One of Zendesk’s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses.

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