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Zendesk vs Intercom Comparison 2023: Which One Is Better?

zendesk vs intercom for customer support

Both options are well designed, easy to use, and share some pretty key functionality like behavioral triggers and omnichannel-ality (omnichannel-centricity?). But with perks like more advanced chatbots, automation, and lead management capabilities, Intercom could have an edge for many users. Zendesk is among the industry’s best ticketing and customer support software, and most of its additional functionality is icing on the proverbial cake. Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. You can use it for customer support, but that’s not its core strength.

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For one, there are some features that may require add-ons in order to fully take advantage of the platform. These add-ons can be quite expensive and may not always be necessary, so it’s important to consider this when deciding which plan is right for you. Looking for alternatives to Zendesk is important if addon costs are piling up for you in Zendesk. Dixa is a customer support software that can be used on your website as a widget.

Comparing the customer bases of

There is also integration with project management tools such as Jira, Slack, Mailchimp, etc. The Zendesk Sell plan has the features you need to turn your website visitors into paying customers. It has live chat with AI Chatbot Integrations to help you answer visitors’ questions and pitch your services to them. There’s a common misconception that delivering great customer experiences is the responsibility of only support teams. Just like Zendesk, you’ll need to be patient in figuring out how to set up the tool and start using it.

zendesk vs intercom for customer support

With over 100,000 customers across all industries and regions, Zendesk knows what it takes to interact with customers while retaining and growing relationships. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2. Though the Intercom chat window says that their team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days.


You don’t even need to get a separate email marketing tool because Intercom can notify your customers about feature updates, promotions, etc via in-app notification and email. You can live chat with your web visitors and send welcome messages, just like Zendesk. It provides you with all of the tools you need to develop a trusting relationship with your customers and resolve their issues with personalized support.

Is Zendesk a chatbot?

1. Zendesk. An AI chatbot's ability to understand and respond to user needs is a key factor when assessing its intelligence, and Zendesk bots deliver on all fronts. They help businesses provide better AI-powered conversational commerce and support.

To begin with, communication with customers is important these days. Without proper channels to reach you, usually, customers will take their business elsewhere. And, thanks to the internet, a few taps will lead them right to your competitor! Most businesses use live chats as their main customer communication channel. It is handy for both sides since users can get in touch with customer support teams via a chat widget placed right on the website. Selecting the best customer service management software for your business is critical for the success of your customers and agents.

Freshdesk vs. Zendesk – customer service platform that’s way quicker in implementing and faster in responses

There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. The cloud-hosted version of JitBit is more similar to Zendesk and is ideal for small and medium businesses. However, compared to Zendesk, JitBit is much cheaper with a starting price of just under $25/month (billed annually).

You can use variables (tags) to create dynamic email templates for highly personalized email campaigns that get triggered based on your customers’ behavior. Similarly to LiveAgent, HappyFox is an all-in-one solution for an organization’s help desk software needs. LiveAgent is primarily a help desk software that focuses on helping organizations streamline the processes of ticket intake and service provision. Best Zendesk competitor for companies looking to build authentic relationships with their customers. Here are the best Zendesk alternatives and competitors to consider, based on hundreds of real reviews. It’s especially not right for you if customers need

to be able to login to something to see the status of their requests.

HubSpot Service Hub?

Zendesk will give you the option to transform your interface to match your brand. With familiar customization tools, you can easily tailor the look and feel. Helpjuice is one of the most well-known independent knowledge base tools on the market. If you’re a startup, Zendesk may be a better fit because it’s also free for the first six months while Intercom costs $65 per month. The eligibility requirement for this program is also way easier than Intercom’s. You can’t have more than 5 employees, and your user base must be small; 1000 people reached per month.

Does Zendesk integrate with Intercom?

The Zendesk Support app gives you access to live Intercom customer data in Zendesk, and lets you create new tickets in Zendesk directly from Intercom conversations.

Although Help Scout chats are always live, Beacon allows for some asynchronous communication. Beacon’s support history feature allows users to see and reply to all of their current and previous conversations from within a Beacon. When customers access a Help Scout Beacon, they can submit an email request or start a live chat if an agent is available.

Pricing for Zendesk

From Intercom to HubSpot Service Hub, there are several high-quality options that can make a huge difference in your customer service experience. In this article, we will explore the best-rated alternatives to Zendesk and discuss what makes each of them unique. Drift is a chatbot network that helps businesses have personal and relevant conversations with their customers at scale.

zendesk vs intercom for customer support

Thanks to this tool, businesses can offer quick solutions to their customers whenever they need them, from any channel they want. The most basic role of these tools is to provide the opportunity to monitor customer query requests collectively. You can also use the FAQ tool to provide self-service to your customers to help customers resolve their issues with minimal assistance.

Integrations with third-party applications

Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Live chat add-on provides you with personal customer communication (via the web, mobile, and messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget. However, the customer service (and the ways how a company delivers it) creates a centerpiece of a brand.

zendesk vs intercom for customer support

This alternative would work well for businesses that are looking for a platform that offers a CRM and a customer support solution together. If you’re looking for customer service software, you may already be familiar with Zendesk, as it’s touted as the best help desk software available today. However, many times what’s most popular or touted as “best” is not the best choice for our needs, so we look for other options available that might better suit the requirements of our business.

HubSpot Service Hub

Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. Intercom bills itself first and foremost as a platform to make the business of customer service more personalized, among other things. They offer an advanced feature for customer data management that goes beyond basic CRM stuff.

zendesk vs intercom for customer support

Zendesk is a comprehensive all-in-one tool that provides companies with customer service management functions and other customer service-related features. The platform is popular because it offers many options for companies of all sizes and budgets, making it appealing to enterprises and startups. Gorgias is an excellent option for small businesses that use Shopify, as this software is focused on eCommerce and small businesses. However, Gorgias is set apart from the competition thanks to its integrations with BigCommerce, Shopify, and Magento. HappyFox is a popular all-in-one solution for a business’s help desk software needs.

What is the best customer service ticketing system?

  1. Tidio. Tidio is an all-in-one customer service platform for small and growing businesses.
  2. Zendesk Ticketing System.
  3. HubSpot Ticketing System.
  4. Zoho Desk.
  5. Mojo IT Helpdesk.
  6. Freshdesk.
  7. HappyFox Help Desk Ticketing System.
  8. osTicket Free Ticketing System.


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