Drift v Intercom v. Zendesk: Customer Success Platforms Compared

intercom blog vs zendesk

Intercom and Zendesk are primarily classified as “Engagement/Lifecycle Marketing” and “Help Desk” tools respectively. The entire thread is saved within the ticket for future agents to reference. Agents can add each other to internal notes within a ticket, looping in team members to collaborate when necessary. Automation and AI save resources and time–every automated workflow and routing decision frees an agent to work on more complex issues.

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Beacon’s support history feature allows users to see and reply to all of their current and previous conversations from within a Beacon. Intercom’s shared inbox does show when another user is viewing a conversation, but there isn’t an indication of whether the user is viewing or actively replying. There also isn’t a feature that will prevent two agents from replying to the same conversation simultaneously.

Intercom or Zendesk: Help desk and ticketing

Because of the app called Intercom Messenger, one can see that their focus is less on the voice and more on the text. This is fine, as not every customer support team wants to be so available on the phone. Intercom has a full suite of email marketing tools, although they are part of a pricier package.


Kustomer was developed for businesses that expect CRM features from customer support software. A more affordable alternative to Zendesk, Freshdesk support combines all the tools for marketing and sales teams. Highlights of the platform include features such as custom bots, advanced email marketing, and sales analytics.

Table of Contents

Trengo is the Intercom alternative that comes closest to solving the earlier mentioned issues. Before we get into any other options, let’s first look deeper into Intercom. This will give us a better understanding of what their product is all about, and what you should look for in their competitors. There is simply not a one-size-fits-all metadialog.com solution out there for every single business in the world. By considering the factors mentioned above, you can narrow down your choices and select the ideal Zendesk competitor that aligns with your business requirements and goals. Without further ado, let’s dive into the 14 best competitors to Zendesk’s popular help desk software.

  • Overall, I actually liked Zendesk’s user experience better than Intercom’s in terms of its messaging dashboard.
  • This option is useful for those who are looking for a smooth switch from Zendesk to Intercom.
  • Zendesk, just like its competitor, offers a knowledge base solution that is easy to customize.
  • Additionally, Groove allows users to create a support widget to be displayed on their website.
  • Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details.
  • The built-in sales calendar, recording sales videos, and the live view are some fine examples of this.

People using Zoho or Intercom couldn’t care less about Zendesk — but they do care about using “industry-leading software” that’s “easy to set up and simple to use”. So, for Zendesk, it’s much better to leave their products as they are and allow other companies to improve them. This way, both companies get exposed to new audiences — Zendesk through the SERP and the integration partner through Zendesk marketplace. Having testimonials and customer brand logos on your sales page isn’t anything new. But I’ve never seen a company that invests this much effort into the legitimacy of their social proof — click on any testimonial or customer brand logo and it will take you to a unique case study.

Decoding Customer Engagement: HubSpot vs Intercom

One thing that might be frustrating for Intercom users is the software’s web widget placement. Its location can be distracting when viewing customer information, especially when it serves up a proactive message. Both Help Scout and Intercom’s inbox and conversation views are clean and easy to use. Intercom’s workspace has some extra settings, such as dark mode and the ability to switch from chat layout to table layout, but the two are mostly comparable. Zapier offers a forever-free plan for those who only need to perform 100 tasks per month.

What is the competitive advantage of Zendesk?

Consistently highest ROI

Zendesk offers an omnichannel solution that gives you the tools to improve customer support and boost your ROI. In a 2021 study by Forrester, Zendesk for enterprise increased the ROI of some businesses by 286 percent over a three-year period.

If you offer customer service via phone, email, and chat, you will need a platform that offers all three options. If you only offer customer service via chat, you will only need a platform that offers chat capabilities. There are solutions out there providing multichannel communication, including also socials. Thus, any specific in this smaller than Intercom solution, would be a better choice in case you need those. Regarding customer support, both systems have a range of features, including a customer-facing knowledge base, a community forum, and live chat.

Zendesk Pricing vs Intercom Pricing

They offer an omnichannel live chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots. It is quite the all-rounder as it even has a help center and ticketing system that completes its omnichannel support cycle. It tends to perform well on the marketing and sales side of things, which is key for a growing company. And considering that its tools (including live chat options) are so easy to use, it’s probably going to be easier for a small business to get integrated and set up. Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. At first, the company relied on Intercom for its live chat support needs, but with the rapid changes and sky-high service needs, it quickly became apparent that the support team needed a full-service solution.

  • Zendesk it’s quite active on Twitter, answering user’s questions through re-tweets and making sure everybody using their service is happy.
  • In this article, we have highlighted some of the most popular alternatives to Intercom.
  • There’s even on-the-spot translation built right in, which is extremely helpful.
  • Front is an all-in-one customer service platform that helps teams provide personalized and efficient customer service.
  • Both tools also allow you to connect your email account and manage it from within the application to track open and click-through rates.
  • We want you to end up with the tool that best suits your team and company, and while we think Help Scout is the best choice for most teams, there are some circumstances where Intercom might be the better pick.

Zendesk takes the slight lead here because it offers some advanced help desk features, which Intercom does not. The inbox is set up just like well-known inboxes such as Gmail and Outlook, which makes it easy to work with for everybody. You can easily collaborate by @tagging your team members in customer conversations, assigning incoming messages to teams, or switching to team chat within the same tool. As of August 2022, Capterra.com reviews give HubSpot Service Hub a slight edge for ease of use, ranking the software at an average of 4.4 out of 5 stars.

Choosing between Intercom and Help Scout

Businesses should always consider a tool’s TCO before committing to a purchase. Many software vendors aren’t upfront about the cost of using their products, maintenance costs, or integration fees. Altogether, this can significantly impact affordability in the long term. Compare Zendesk versus Intercom to determine who will be the best partner for your business at every phase of the customer journey. Check out which Intercom alternatives offer better value for money and will suit your business needs.

What is the advantage of Intercom?

As it is a two-way communication device, intercoms also allow the visitor to answer back to you. This way, any dangerous incident of forced entry can be avoided.

They capitalized on the opportunity by expanding their product line with a Sales CRM software called Zendesk Sell and many add-ons like Guide, Chat, Talk, Explore, and Gather. From FreshDesk and Sharepoint to HelpScout and Happy Fox, here is our list of the best Zendesk alternatives. Jetdocs is an internal communication platform where teams can streamline their internal processes.

Drift email pricing

Zendesk was founded in 2007 and as such, is one of the oldest customer service management software offerings available on the market today. Zendesk provides robust customer service software that is exceptional for support teams and organizations that need robust calling capabilities and a highly customizable solution with a lot of optional add-ons. Zendesk provides a variety of solutions including customized ticketing automation, self-service solutions, and customizable configurations based on your business needs. Zendesk is more robust in terms of its ticket management capabilities, it offers more customization options and advanced features like a virtual call center app.

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The system allows every department to work collectively and send faster responses, organize messages across every channel easier, and maintain personal connections. Yet, the platform also understands the importance of real-time updates of documents and information. The software even includes “collision detection,” which ensures multiple agents are not trying to answer the same call.

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One standout feature is how you can record the movement of your visitors across your site. This will not only help improve your live chat workflow, but the whole customer experience can benefit, too. Olark is an advanced live chat software solution with features by the bucket load. In this post, we’re going to round up some of the best live chat software solutions for 2023. The list won’t be in any particular order, so we encourage you to check out each one to see if it fits your needs.

intercom blog vs zendesk

The help desk solution was created to build the best customer communications for SaaS, education, healthcare, finance, and eCommerce companies. Whether you’re a small business or a large enterprise, Jitbit is a great alternative to Zendesk. With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions. On top of that, AzureDesk integrates with popular third-party applications like Slack and Salesforce so you can provide even better service to your customers. If you’re looking for a powerful but affordable customer support solution, AzureDesk is worth considering.

  • A good customer support tool should easily integrate with your existing tools and workflows, allowing you to streamline your processes.
  • As a result, companies can identify trends and areas for improvement, allowing them to continuously improve their support processes and provide better service to their customers.
  • We wish some of their great features were offered in multiple plans, but none features overlap among plans.
  • The Intercom live chat is familiar to those entrepreneurs who have recently decided to go online and raise their own loyal client base by individually working with each one of them.
  • Self-service chatbots, inbox, and customer metrics analytics turn it into advanced customer support software.
  • There are more than enough Intercom alternatives that fit your business and its specific needs.

This means that if they do not offer an all in one product unless you take up multiple subscriptions. Especially for smaller businesses that need an all-in-one solution, this can quite the roadblock. If your marketing and sales team does well and the number of contacts grows, you don’t get punished for it. Once you have configured your help center to support multiple languages, you can add translated versions of the articles. All articles posted within your help center are structured to rank well in search, and Google Analytics can be used to track web traffic to your help center.

intercom blog vs zendesk

What is cheaper than Zendesk?

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). JitBit's cloud application does not overwhelm you with features.