Zendesk vs Intercom in 2023: Detailed Analysis of Features, Pricing, and More

This enables them to speed up the support process and build experiences that customers like. It provides clients with a quality in-app help experience for a variety of mobile apps and mobile games. App users can receive immediate in-app help with automated solutions for simple to complex issues. A few of HelpShift’s known clients are Square, Supercell, Tencent, Brex, Niantic, TBS/TNT, and other platforms in the mobile gaming industry.

Intercom users often mention how impressed they are with its ease of use and their ability to quickly create useful tasks and set up automations. Even reviewers who hadn’t used the platform highlight how beautifully designed it is and how simple it is to interact with for both users and clients alike. You can create articles, share them internally, group them for users, and assign them as responses for bots—all pretty standard fare. Intercom can even integrate with Zendesk and other sources to import past help center content.

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However, HubSpot beats Zendesk for its comprehensiveness and free version offering. HubSpot CRM also made it to our list of the best CRM software for small businesses, especially for scaling startups. Marketing integrations include tools like Mailchimp, Segment and Clearbit. There is also a load-balance workflow that makes sure no rep is over- or under-worked, as well as skills-based routing ticket automations to send each issue to the best-suited agent. The whole point of adding new tools to your stack is to employ technology to make work smoother and more efficient. Similarly, Freshdesk also emphasizes a very friendly UI and toolkit to help its users waste little time in getting set up with the software.

This includes a basic ticketing system for email and social media, as well as extra tools like a knowledge base builder and standard analytics and reporting. 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.

Top Features

Before you make your choice, check out Messagely’s features and compare them to discover which platform is best for you. Zendesk, on the other hand, has revamped its security since its security breach in 2016. Intercom reviewers typically complain about the lack of scalability and its tendency to get more expensive the more you use it. Both Zendesk and Intercom have very similar ratings, although Zendesk is definitely used by far more people than Intercom. With this kind of organization, you will not only find your favorite apps but also discover new ones to meet your needs. However, the Intercom app store is far more intuitive and is much easier to navigate.

Now that we know a little about both tools, it is time to make an in-depth analysis and identify which one of these will be perfect for your business. Zendesk shines with its scalability and comprehensive tools, ideal for larger businesses. Zendesk’s per-agent pricing structure makes it a budget-friendly option intercom versus zendesk for smaller teams, allowing costs to scale with team growth. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions.

Intercom vs Zendesk: Which One is Right for Your Business?

Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. Christiana Jolaoso-Oloyede creates compelling content for B2B tech companies. She also empowers business leaders with unbiased data-driven information needed to run their SMBs. She has worked with web publications and tech brands such as U.S News & World Report, Elevato, LeadDyno and OMTech.

Likewise, Intercom offers training webinars as part of their learning module. They also have a pretty robust community forum for their users to trade tips and advice. Freshdesk has a more affordable baseline plan, plus clear pricing data on the rest of their plans, making it the winner of this category. Zendesk also offers detailed reports that can be shared with others and enable team members to collaborate on them simultaneously. You can either track your performance on a pre-built dashboard or customize and build one for yourself.

Let us get started with the category of pricing plans for these two customer service and helpdesk software. If you check out a Freshdesk review, you will likely get a solid rundown of their main toolkit. This will include everything from email ticketing to omnichannel communication and customer segmentation. FinancesOnline is available for free for all business professionals interested in an efficient way to find top-notch SaaS solutions. We are able to keep our service free of charge thanks to cooperation with some of the vendors, who are willing to pay us for traffic and sales opportunities provided by our website. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business.