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

This com­par­i­son will delve into the fea­tures, sim­i­lar­i­ties, dif­fer­ences, pros, cons, and use cas­es of Zen­desk and Inter­com, pro­vid­ing you with the insights need­ed to make an informed deci­sion. How­ev­er, you’ll like­ly end up pay­ing more for Zen­desk, and in-app mes­sen­ger and oth­er advanced cus­tomer com­mu­ni­ca­tion tools will not be includ­ed. Both Zen­desk and Inter­com have knowl­edge bases to help cus­tomers get the most out of their plat­forms. Although it can be pricey, Zendesk’s plat­form is a very robust one, with pow­er­ful report­ing and insight tools, a large num­ber of inte­gra­tions, and excel­lent scal­a­bil­i­ty fea­tures. To auto­mate oper­a­tions and reduce your employ­ees’ work­load, it is crit­i­cal that cus­tomer sup­port sys­tems allow inte­gra­tion with oth­er prod­ucts. This enables orga­ni­za­tions to work more effi­cient­ly and eas­i­ly inte­grate their soft­ware with­out hav­ing to alter their present busi­ness process­es.

What can be real­ly incon­ve­nient about Zen­desk is how its 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. We con­duct­ed a lit­tle study of our own and found that all Inter­com users share dif­fer­ent amounts of mon­ey they pay for the plans, which can reach over $1000/mo. You can cre­ate dozens of arti­cles in a sim­ple, intu­itive WYSIWYG text edi­tor, divide them by cat­e­gories and sec­tions, and cus­tomize them with your cus­tom themes.

Pric­ing Struc­ture

So when it comes to chat­ting fea­tures, the choice is not real­ly Inter­com vs Zen­desk. The lat­ter offers a chat wid­get that is sim­ple, out­dat­ed, and lim­it­ed in cus­tomiza­tion options, while the for­mer puts all of its resources into its mes­sen­ger. Whether you’ve just start­ed search­ing for a cus­tomer sup­port tool or have been using one for a while, chances are you know about Zen­desk and Inter­com.

Pric­ing for both ser­vices varies based on the spe­cif­ic needs and scale of your busi­ness. Inter­com, on the oth­er hand, is a bet­ter choice for those valu­ing com­pre­hen­sive and user-friend­ly sup­port, despite minor nav­i­ga­tion issues. Last­ly, Inter­com offers an acad­e­my that offers con­cise cours­es to help users make the most out of their Inter­com expe­ri­ence. Cus­tomers https://chat.openai.com/ of Zen­desk can pur­chase pri­or­i­ty assis­tance at the enter­prise tier, which includes a 99.9% uptime ser­vice lev­el agree­ment and a 1‑hour ser­vice lev­el goal. At all tiers, there is an addi­tion­al fee to work with a mem­ber of the Zen­desk suc­cess team on unique engage­ments. You get call record­ing, mut­ing and hold­ing, con­fer­ence call­ing, and call block­ing.

You can even fina­gle some fore­cast­ing by sourc­ing every agen­t’s assigned leads. Customerly’s report­ing tools are built on the prin­ci­ple that you can’t improve what you can’t mea­sure. Intercom’s report­ing is less focused on get­ting a fine-grained under­stand­ing of your team’s per­for­mance, and more on a nuanced under­stand­ing of cus­tomer behav­ior and engage­ment. It’s def­i­nite­ly some­thing that both your agents and cus­tomers will feel equal­ly com­fort­able using.

It has a more sophis­ti­cat­ed user inter­face and a wide range of fea­tures, such as an in-app mes­sen­ger, an email mar­ket­ing tool, and an AI-pow­ered chat­bot. At the same time, Zen­desk looks slight­ly out­dat­ed and can’t offer some fea­tures. Zen­desk AI offers advanced fea­tures that have been pre-trained on IT tick­et data and can be used out of the box.

Addi­tion­al­ly, you can trig­ger incom­ing mes­sages to auto­mat­i­cal­ly assign an agent and cre­ate dash­boards to mon­i­tor the team’s per­for­mance on live chat. This makes it an ide­al choice for busi­ness­es look­ing to engage cus­tomers direct­ly with­in their prod­uct, app or web­site. It also sup­ports email and oth­er chan­nels – like What­sapp, SMS, social media chan­nels and more, through inte­gra­tions. But its core strength lies in pro­vid­ing a seam­less, con­ver­sa­tion­al expe­ri­ence for cus­tomers. Core fea­tures include auto­mat­ed sup­port pow­ered by a knowl­edge base, a stream­lined tick­et­ing sys­tem built around mes­sag­ing, and a pow­er­ful inbox to cen­tral­ize all cus­tomer queries.

Pow­ered by Explore, Zen­desk’s report­ing capa­bil­i­ties are pret­ty impres­sive. Right out of the gate, you’ve got dozens of pre-set report options on every­thing from sat­is­fac­tion rat­ings and time in sta­tus to aban­doned calls and Answer Bot res­o­lu­tions. You can even save cus­tom dash­boards for a more tai­lored report­ing expe­ri­ence. 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).

How­ev­er, Zendesk’s pric­ing is gen­er­al­ly more afford­able for small­er busi­ness­es, while Intercom’s pric­ing tends to be high­er but offers more advanced fea­tures and capa­bil­i­ties. When choos­ing a cus­tomer sup­port tool, it’s essen­tial to con­sid­er what oth­er users have to say about their expe­ri­ence with the plat­form. Inter­com and Zen­desk offer robust inte­gra­tion capa­bil­i­ties that allow busi­ness­es to stream­line their work­flow and improve cus­tomer sup­port. Choos­ing Inter­com or Zen­desk will depend on your spe­cif­ic needs and require­ments. Inter­com also offers an API enabling busi­ness­es to build cus­tom inte­gra­tions with their tools. The API is well-doc­u­ment­ed and easy to use, mak­ing it a pop­u­lar choice for com­pa­nies that want to cre­ate their inte­gra­tions.

If com­pared to Intercom’s chat­bot, Zen­desk offers a rel­a­tive­ly lat­est plat­form that makes sup­port automa­tion pos­si­ble. So far, the chat­bot can trans­fer chats to agents or resolve less com­plex queries in sec­onds. That means all you have to do is add the code to your web­site and enable it right away. Today, Zen­desk is used by over 200,000 busi­ness­es world­wide, includ­ing Airbnb, Uber, and Slack. The plat­form is known for its ease of use, cus­tomiz­able work­flows, and exten­sive inte­gra­tions with oth­er busi­ness tools. Messagely’s pric­ing starts at just $29 per month, which includes live chat, tar­get­ed mes­sages, shared inbox, mobile apps, and over 750 pow­er­ful inte­gra­tions.

The cus­tomer jour­ney time­line pro­vides a clear view of cus­tomer activ­i­ties, help­ing you under­stand behav­iors and tai­lor your respons­es accord­ing­ly. Your agents will love the seam­less assis­tance Aura AI pro­vides through­out the entire cus­tomer inter­ac­tion. From han­dling mul­ti­ple ques­tions to avoid­ing dread­ed cus­tomer-stuck loops, Aura AI is the Swiss Army Knife of cus­tomer ser­vice chat­bots. Tra­di­tion­al tick­et­ing sys­tems are one of the major cus­tomer ser­vice bot­tle­necks com­pa­nies want to solve with automa­tion.

Zen­desk and Inter­com are robust tools with a wide range of cus­tomer ser­vice and CRM fea­tures. For small com­pa­nies and star­tups, Inter­com offers a Starter plan — with a bal­anced suite of fea­tures from each of the solu­tions below — at $74 per month per user, billed annu­al­ly. You can foun addi­tiona infor­ma­tion about ai cus­tomer ser­vice and arti­fi­cial intel­li­gence and NLP. You can cre­ate an omnichan­nel CRM suite with a mix of pro­duc­tiv­i­ty, col­lab­o­ra­tion, eCom­merce, CRM, ana­lyt­ics, email mar­ket­ing, social media, and oth­er tools. Both app stores include many pop­u­lar inte­gra­tions, such as Sales­force, Hub­Spot, Mailchimp, and Zapi­er. Now that we’ve dis­cussed the cus­tomer ser­vice-focused fea­tures of Zen­desk and Inter­com, let’s turn our atten­tion to how these plat­forms can sup­port sales and mar­ket­ing efforts.

When decid­ing between Inter­com and Zen­desk, busi­ness­es should con­sid­er their spe­cif­ic needs and goals. For those with a com­pli­cat­ed cus­tomer sup­port process, Zen­desk may be the bet­ter option. How­ev­er, Inter­com may be the bet­ter choice if a busi­ness is more sales-ori­ent­ed. Ulti­mate­ly, the deci­sion between these two tools will depend on com­pa­ny size, bud­get, and spe­cif­ic busi­ness needs.

I just found Zen­desk’s help cen­ter to be slight­ly bet­ter inte­grat­ed into their work­flows and more cus­tomiz­able. Sim­ply put, we believe that our Aura AI chat­bot is a game-chang­er when it comes to automat­ing your cus­tomer ser­vice. Just keep in mind that, while Intercom’s upfront pric­ing may seem cheap­er, there are addi­tion­al costs to fac­tor in.

Zen­desk boasts robust report­ing and ana­lyt­ics tools, plus a ded­i­cat­ed work­force man­age­ment sys­tem. With cus­tom cor­re­la­tion and attri­bu­tion, you can dive deep into the root cause behind your met­rics. We also pro­vide real-time and his­tor­i­cal report­ing dash­boards so you can take action at the moment and learn from past trends. Mean­while, our WFM soft­ware enables busi­ness­es to ana­lyze employ­ee met­rics and per­for­mance, help­ing them iden­ti­fy improve­ments, imple­ment strate­gies, and set long-term goals.

The more expen­sive Inter­com plans offer AI-pow­ered con­tent cues, triage, and con­ver­sa­tion insights. The best help desks are also tick­et­ing sys­tems, which lets sup­port reps cre­ate a sup­port tick­et out of issues that can then be tracked. These weak­ness­es are not as sig­nif­i­cant as the fea­tures and func­tion­al­i­ties Zen­desk offers its users.

If you own a busi­ness, you’re in a fierce bat­tle to deliv­er per­son­al­ized cus­tomer expe­ri­ences that stand out. Keep up with emerg­ing trends in cus­tomer ser­vice and learn from top indus­try experts. Mas­ter Tidio with in-depth guides and uncov­er real-world suc­cess sto­ries in our case stud­ies. Dis­cov­er the blue­print for excep­tion­al cus­tomer expe­ri­ences and unlock new path­ways for busi­ness suc­cess. Is it as sim­ple as know­ing whether you want soft­ware strict­ly for cus­tomer sup­port (like Zen­desk) or for some blend of cus­tomer rela­tion­ship man­age­ment and sales sup­port (like Inter­com)? Using this, agents can chat across teams with­in a tick­et via email, Slack, or Zen­desk’s tick­et­ing sys­tem.

Best Cus­tomer Ser­vice Apps Your Cus­tomer Ser­vice Team Will Love

Research by Zoho reports that cus­tomer rela­tion­ship man­age­ment (CRM) sys­tems can help com­pa­nies triple lead con­ver­sion rates. Those same tools also increase cus­tomer reten­tion by 27% while sav­ing 23% on sales and mar­ket­ing costs. This means, even when you choose a high­er plan, you’ll be pay­ing con­sid­er­ably less than what you would have to pay for Zen­desk or inter­com. The plat­form also allows teams to track queries, enabling super­vi­sors to mon­i­tor progress and ensure time­ly respons­es. Inter­com active­ly enhances its ana­lyt­ics capa­bil­i­ties by lever­ag­ing AI to fore­cast cus­tomer behav­ior.

With Zen­desk, busi­ness­es don’t have to wor­ry about the cost of scale lim­i­ta­tions. Addi­tion­al­ly, Zen­desk is built to scale and has a low TCO, mean­ing your busi­ness can quick­ly get up and run­ning with­out need­ing help from devel­op­ers. As expect­ed, the right choice between Zen­desk and Inter­com will depend on your bud­get, your com­pa­ny, and your needs.

What Type of Busi­ness Mod­el Fits Both Soft­ware?

Zendesk’s Suite Team plan (the cheap­est plan) costs $49 per user per month. You get mul­ti­ple sup­port chan­nels at no extra cost with over 1000 APIs and inte­gra­tions. They also offer sev­er­al oth­er fea­tures such as pre-defined respons­es, cus­tom rules, and cus­tomiz­able online forms.

But don’t just take our word for it—listen to what cus­tomers say about why they picked Zen­desk. This is not a huge dif­fer­ence; how­ev­er, it does indi­cate that cus­tomers are gen­er­al­ly more sat­is­fied with Inter­com’s offer­ings than Zen­desk’s. Zen­desk is a much larg­er com­pa­ny than Inter­com; it has over 170,000 cus­tomers, while Inter­com has over 25,000. While this may seem like a pos­i­tive for Zen­desk, it’s impor­tant to con­sid­er that a larg­er com­pa­ny may not be as agile or respon­sive to cus­tomer needs as a small­er com­pa­ny. It will allow you to lever­age some Inter­com capa­bil­i­ties while keep­ing your account at the time-test­ed plat­form.

The main idea here is to rid the aver­age sup­port agent of a slew of mun­dane and repet­i­tive tasks, giv­ing them more time and men­tal ener­gy to help cus­tomers with tougher issues. Every CRM soft­ware comes with some lim­i­ta­tions along with the fea­tures it offers. You can ana­lyze if that weak­ness is some­thing that con­cerns your busi­ness mod­el. The final prices are revealed after engag­ing in sales demos and are not revealed upfront.

• Uti­liz­ing mod­ern CRM soft­ware can help your sales team boost their pro­duc­tiv­i­ty and sales per­for­mance.
• Fin’s advanced algo­rithm and machine learn­ing enable the pre­ci­sion han­dling of queries.
• With Inter­com, you can keep track of your cus­tomers and what they do on your web­site in real time.
• Inter­com’s CRM can work as a stand­alone CRM and requires no addi­tion­al ser­vice to oper­ate robust­ly.

It allows busi­ness­es to auto­mate repet­i­tive tasks, such as tick­et rout­ing and in-built respons­es, free­ing up time for sup­port agents to deal with more cru­cial cas­es requir­ing more agent atten­tion. This automa­tion enhances sup­port teams’ pro­duc­tiv­i­ty as they do not have to spend too much respond­ing to sim­i­lar com­plaints they have already dealt with. 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. Both options are well designed, easy to use, and share some pret­ty key func­tion­al­i­ty like behav­ioral trig­gers and omnichan­nel-ali­ty (omnichan­nel-cen­tric­i­ty?).

Say what you will, but Intercom’s design and over­all user expe­ri­ence leave all its com­peti­tors far behind. To resolve com­mon cus­tomer ques­tions with the vendor’s new tool, Fin bot, you must pay $0.99 per res­o­lu­tion per month. So yeah, all the fea­tures talk actu­al­ly brings us to the most sacred ques­tion — the ques­tion of pric­ing.

How­ev­er, you won’t miss out on any of the essen­tials when it comes to live chat. Auto­mat­ed trig­gers, saved respons­es, and live chat ana­lyt­ics are all baked in. The only oth­er down­side is that the chat wid­get can feel a bit sta­t­ic and out­dat­ed. When com­par­ing chat­bots, it’s impor­tant to con­sid­er their lev­el of intel­li­gence, “train­abil­i­ty,” and cus­tomiza­tion.

Zen­desk and Inter­com offer a free tri­al of 14 days, but you will even­tu­al­ly have to choose once the tri­al ends. The pric­ing strate­gies are cov­ered below so you can ana­lyze the pric­ing struc­ture and select your cus­tomer ser­vice soft­ware. Zen­desk TCO is low­er than Inter­com due to its abil­i­ty to scale, which does not require addi­tion­al cost to update the soft­ware for a grow­ing busi­ness. It also has a trans­par­ent pric­ing mod­el so busi­ness­es know the price they will incur. Last­ly, the tool is easy to set up and imple­ment, mean­ing no addi­tion­al knowl­edge or exper­tise makes the busi­ness­es incur addi­tion­al costs. Yes, you can con­tin­ue using Inter­com as the con­sumer-fac­ing CRM expe­ri­ence, but inte­grate with Zen­desk for cus­tomer ser­vice in the back end for more cus­tomer sup­port func­tion­al­i­ty.

That being said, in your search for the best cus­tomer sup­port tool, you must have come across Zen­desk and Inter­com. In today’s hyper-com­pet­i­tive, hyper-con­nect­ed glob­al­ized econ­o­my, cus­tomer expe­ri­ence has become a fun­da­men­tal dif­fer­en­tia­tor. As cus­tomers’ needs are con­stant­ly evolv­ing, busi­ness­es must adapt and keep up to guar­an­tee the best cus­tomer expe­ri­ence and sat­is­fac­tion. For small com­pa­nies and star­tups, Zen­desk offers a six-month free tri­al of up to 50 agents redeemable for any com­bi­na­tion of Zen­desk Sup­port and Sell prod­ucts. Zen­desk has over 1,300 inte­gra­tions, com­pared to Intercom’s 300+ apps, mak­ing it the leader in this cat­e­go­ry. How­ev­er, you can browse their respec­tive sites to find which tools each plat­form sup­ports.

Not to men­tion its advanced report­ing capa­bil­i­ties, cus­tomiz­able dash­boards, and seam­less mobile app expe­ri­ence for an always-on approach to ser­vice. Inter­com offers report­ing and ana­lyt­ics tools with lim­it­ed capa­bil­i­ties for cus­tom report­ing, user behav­ior met­rics, and advanced visu­al­iza­tion. It also lacks advanced fea­tures like col­lab­o­ra­tion report­ing, cus­tom met­rics, met­ric cor­re­la­tion, and drill-in attri­bu­tion. Both Zen­desk and Inter­com offer cus­tomer ser­vice soft­ware with AI capabilities—however, they are not cre­at­ed equal. With Zen­desk, you get next-lev­el AI-pow­ered sup­port soft­ware that’s intu­itive­ly designed, scal­able, and cost-effec­tive.

Essen­tial Plan

Zen­desk also offers call­back requests, call mon­i­tor­ing and call qual­i­ty noti­fi­ca­tions, among oth­er tele­phone tools. Zen­desk has more pric­ing options, and its most afford­able plan is like­ly cheap­er than Intercom’s, although with­out exact Inter­com num­bers, it is not easy to tru­ly know the cost. For those of you who have been wait­ing for the big show­down between these two cus­tomer sup­port heavy­weights, we are glad to present the ulti­mate Zen­desk vs Inter­com com­par­i­son arti­cle. As we delve into the fea­tures of Zen­desk, we can iden­ti­fy the fol­low­ing weak­ness­es regard­ing user expe­ri­ence. Zen­desk also allows Advanced AI and Advanced data pri­va­cy and pro­tec­tion plans, which cost $50 per month for each Advanced add-on. Let us dive deep­er into the offer­ings of Zen­desk and Inter­com to make a com­par­i­son at a glance.

For exam­ple, bulk email send, email tem­plates, email sched­ul­ing, and automa­tion fea­tures are only avail­able to those who pur­chase the Advanced plan and above. With Zen­desk, even our most basic plans include a robust selec­tion of fea­tures, includ­ing cus­tom data fields, sales trig­gers, email track­ing, text mes­sag­ing, and call track­ing and record­ing. The Zen­desk sales CRM hits all of the func­tions you’d expect from CRM soft­ware, like report­ing and ana­lyt­ics tools that can deliv­er key sales met­rics with pre-built dash­boards right out of the box. On top of that, you can use drag-and-drop wid­gets to cre­ate cus­tom CRM reports with the data most impor­tant to your goals.

This packs all res­o­lu­tion infor­ma­tion into a sin­gle tick­et, so there’s no extra search­ing or back­track­ing need­ed to bring a tick­et through to res­o­lu­tion, even if it involves mul­ti­ple agents. What’s real­ly nice about this is that even with­in a tick­et, you can switch between com­mu­ni­ca­tion modes with­out chang­ing views. So if an agent needs to switch from chat to phone to email (or vice ver­sa) with a cus­tomer, it’s all on the same tick­et­ing page. There’s even on-the-spot trans­la­tion built right in, which is extreme­ly help­ful. You need a com­plete cus­tomer ser­vice plat­form that’s seam­less­ly inte­grat­ed and AI-enhanced.

Whether you’re look­ing for a CRM for small busi­ness­es or an enter­prise, the Zen­desk sales CRM has the flex­i­bil­i­ty to grow with you, sup­port­ing up to 2 mil­lion deals across all of our plans. On the oth­er hand, entry-lev­el Pipedrive users are lim­it­ed to only 3,000 open deals per com­pa­ny, mak­ing it an insuf­fi­cient CRM for enter­pris­es and grow­ing com­pa­nies. It enables them to engage with vis­i­tors who are gen­uine­ly inter­est­ed in their ser­vices. You get to engage with them fur­ther and get to know more about their expec­ta­tions.

On the oth­er hand, Zen­desk is a more com­pre­hen­sive cus­tomer sup­port tool that offers a broad­er range of fea­tures, includ­ing tick­et man­age­ment, knowl­edge base cre­ation, and report­ing and ana­lyt­ics. Its robust tick­et­ing sys­tem and automa­tion capa­bil­i­ties make it an excel­lent option for busi­ness­es with high-vol­ume cus­tomer sup­port needs. Addi­tion­al­ly, Zendesk’s cus­tomiz­able dash­boards and report­ing fea­tures pro­vide valu­able insights into cus­tomer sup­port per­for­mance. Both soft­ware solu­tions offer core cus­tomer ser­vice fea­tures like live chat for sales, help desk man­age­ment capa­bil­i­ties, and cus­tomer self-ser­vice options like a knowl­edge base. They’re also known for their user-friend­ly inter­faces and reli­able sup­port team.

Yet, this can only be achieved if you’re empow­ered with the right tool in your tech­nol­o­gy stack. Zen­desk pro­vides its part­ners with qual­i­ty sup­port and edu­ca­tion­al resources, includ­ing online train­ing and cer­ti­fi­ca­tion pro­grams, help­ing turn any sales­per­son into a Zen­desk expert. Con­verse­ly, some Chat GPT Pipedrive users have issues work­ing with Pipedrive, with users describ­ing their sup­port and onboard­ing expe­ri­ences as slow and lim­it­ed. The only relief is that they do reach out to cus­tomers, but it gets too late. In terms of cus­tomer ser­vice, Zen­desk fails to deliv­er an excep­tion­al expe­ri­ence.

How­ev­er, if you are look­ing for a robust mes­sag­ing solu­tion with cus­tomer sup­port fea­tures, go for Inter­com. Its intu­itive mes­sen­ger can help your busi­ness boost engage­ment and improve sales and mar­ket­ing efforts. In gen­er­al, Zen­desk offers a wide range of live chat fea­tures such as cus­tomiz­able chat inter­com vs zen­desk wid­gets, auto­mat­ic greet­ings, offline mes­sag­ing, and chat trig­gers. In addi­tion to these fea­tures, Inter­com offers mes­sag­ing automa­tion and real-time vis­i­tor insights. If tick­et man­age­ment and work­flow opti­miza­tion are your pri­ma­ry con­cerns, Zendesk’s automa­tion capa­bil­i­ties might be a bet­ter fit.

Plus, Intercom’s mod­ern, smooth inter­face pro­vides a com­fort­able envi­ron­ment for agents to work in. It even has some unique fea­tures, like office hours, real-time user pro­files, and a high-degree of cus­tomiza­tion. Zendesk’s automa­tion is cen­tered around stream­lin­ing tick­et man­age­ment by bring­ing togeth­er cus­tomer inquiries from var­i­ous sources—email, phone, web, chat, and social media—into a sin­gle plat­form. One of Zendesk’s oth­er key strengths has also been its mas­sive library of inte­gra­tions. It works seam­less­ly with over 1,000 busi­ness tools, like Sales­force, Slack, and Shopi­fy. With its fea­tures and pric­ing, Zen­desk is geared toward busi­ness­es that full in the range from mid-sized to enter­prise-lev­el.

Zen­desk is pop­u­lar due to its user-friend­ly inter­face, exten­sive cus­tomiza­tion options, scal­a­bil­i­ty, mul­ti­chan­nel sup­port, robust ana­lyt­ics, and seam­less inte­gra­tion capa­bil­i­ties. These fea­tures make it suit­able for busi­ness­es of all sizes, help­ing them stream­line their sup­port oper­a­tions and enhance the over­all cus­tomer expe­ri­ence. Pipedrive offers five total plans, with their entry-lev­el Essen­tial plan offer­ing sig­nif­i­cant­ly few­er fea­tures than the oth­ers.

The Essen­tial cus­tomer sup­port plan for indi­vid­u­als, star­tups, and businss­es costs $39. This plan includes a shared inbox, unlim­it­ed arti­cles, proac­tive sup­port, and basic automa­tion. The help cen­ter in Inter­com is also user-friend­ly, enabling agents to access con­tent cre­ation eas­i­ly. It does help you orga­nize and cre­ate con­tent using effi­cient tools, but Zen­desk is more suit­able if you want a ful­ly brand­ed cus­tomer-cen­tric expe­ri­ence. Zen­desk is an all-in-one omnichan­nel plat­form offer­ing var­i­ous chan­nel inte­gra­tions in one place. The dash­board of Zen­desk is sleek, sim­ple, and high­ly respon­sive, offer­ing a seam­less expe­ri­ence for man­ag­ing cus­tomer inter­ac­tions.

Zen­desk also offers dig­i­tal sup­port dur­ing busi­ness hours, and their web­site has a chat­bot. Pre­miere Zen­desk plans have 24/7 proac­tive sup­port with faster response times. Oth­er cus­tomer ser­vice add-ons with Zen­desk include cus­tom train­ing and pro­fes­sion­al ser­vices.

These include chat­bot automa­tion fea­tures, cus­tomer seg­men­ta­tion, and tar­get­ed SMS mes­sag­ing to reach the right audi­ence effi­cient­ly. You can even improve effi­cien­cy and trans­paren­cy by set­ting up task sequences, defin­ing sales trig­gers, and strate­giz­ing with advanced fore­cast­ing and report­ing tools. Start­ing at $19 per user per month, it’s also on the cheap­er end of the spec­trum com­pared to high-end CRMs like Active­Cam­paign and Hub­Spot.

Also, our reports are pre-built and cus­tomiz­able, so you can mon­i­tor the data that mat­ters most to your team. In this guide, we com­pare two products—Zendesk vs. Spiceworks—and detail how these IT help desk soft­ware options stack up. While Spice­works offers stan­dard IT tick­et­ing fea­tures, Zen­desk stands apart due to our speed, reli­a­bil­i­ty, scal­a­bil­i­ty, and secu­ri­ty capa­bil­i­ties. We’re also suit­able for employ­ee and cus­tomer sup­port, so we can meet all your ser­vice needs. Pipedrive is lim­it­ed to third-par­ty cus­tomer ser­vice inte­gra­tions and, unlike Zen­desk, does not offer cus­tomer ser­vice soft­ware.

Inter­com and Zen­desk offer robust cus­tomer sup­port options, includ­ing email, phone, and live chat sup­port, com­pre­hen­sive knowl­edge bases, and com­mu­ni­ty forums. Intercom’s chat­bot func­tion­al­i­ty is a stand­out fea­ture, while Zendesk’s tick­et­ing sys­tem can help resolve sup­port issues on time. Inter­com offers a range of cus­tomer sup­port options, includ­ing email, phone, and live chat sup­port. In addi­tion, they pro­vide a com­pre­hen­sive knowl­edge base that includes arti­cles, videos, and tuto­ri­als to help users get the most out of the plat­form. Both Zen­desk and Inter­com offer com­pelling fea­tures and capa­bil­i­ties aimed at improv­ing cus­tomer ser­vice through effi­cient tick­et­ing sys­tems. Zen­desk is a robust choice for busi­ness­es seek­ing quick set­up, scal­a­bil­i­ty, and pow­er­ful AI-dri­ven sup­port.

Intercom’s dash­boards may not be as aes­thet­i­cal­ly pleas­ing as Zendesk’s, but they still allow users to nav­i­gate their tools with few dis­trac­tions. As for Intercom’s gen­er­al pric­ing struc­ture, there are three plans, but you’ll have to con­tact them to get exact prices. We’d also rec­om­mend check­ing out this blog on sus­pend­ed tick­et man­age­ment in Zen­Desk. To sum it all up, you need to con­sid­er var­i­ous aspects of your busi­ness before choos­ing CRM soft­ware. While decid­ing between Zen­desk and Inter­com, you should ensure the cus­tomiza­tion, AI automa­tion, and func­tion­al­i­ties align with your busi­ness goals.

In com­par­i­son, Intercom’s con­fus­ing pric­ing struc­ture that fea­tures mul­ti­ple add-ons may be unsuit­able for small busi­ness­es. Zen­desk’s user face is quite intu­itive and easy to use, allow­ing cus­tomers to quick­ly find what they are look­ing for. Addi­tion­al­ly, the plat­form allows users to cus­tomize their expe­ri­ence by set­ting up automa­tion work­flows, cre­at­ing tick­et rules, and uti­liz­ing ana­lyt­ics. Zen­desk offers a free 30-day tri­al, after which cus­tomers will need to upgrade to one of their paid plans.

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. Com­pared to Inter­com, Zendesk’s pric­ing starts at $49/month, which is still under­stand­able but not meant for star­tups look­ing for afford­able pric­ing plans. These plans are not inclu­sive of the add-ons or access to all inte­gra­tions. Once you add them all to the pic­ture, their exist­ing plans can turn out to be quite expen­sive.