Zendesk vs Intercom: In-Depth Features & Price Comparison

Both Zendesk and Intercom have their own “app stores” where users can find all of the integrations for each platform. Intercom has more customization features for features like bots, themes, triggers, and funnels. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.

Intercom plan prices are determined based on your specific business needs, so interested users must contact them for specific price details. Inside a ticket, the workspace center console displays the ticket’s conversation. The right side of the screen displays all customer contact intercom versus zendesk information and company interaction history, and the agent can contact the customer via any channel with just a few clicks. Intercom’s role-based permissions allow administrators full control over each department’s and agent’s capabilities, and access to channels and information.

Zendesk has a slight edge when it comes to ticketing, but Intercom’s automation makes up for it

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. The price levels can even be much higher if we’re talking of a larger company. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay.

A customer service department is only as good as its support team members, and these highly-prized employees need to rely on one another. Tools that allow support agents to communicate and collaborate are important aspect of customer service software. 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. It gives detailed contact profiles enriched by company data, behavioral data, conversation data, and other custom fields.

Make every CX decision a data-driven one.

This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away. Intercom’s UI excels in modern design and intuitive functionality, particularly noted for its real-time messaging and advanced features. It is tailored for automation and quick access to insights, offering a user-friendly experience.