Join your Zendesk Support and Intercom data in minutes

Thus, it leaves your team to solve more important customer requests. Knowledge Base is one of the self-service sections that includes articles or documents providing technical help to customers and employees. To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky.

While Intercom offers a “Starter Plan” for very small businesses, the price for larger companies is scaled upward, too. If you only need the services Intercom offers, then you’ll only spend around $75 a month for two seats. Another feature Intercom offers that Zendesk doesn’t is email marketing tools. Email marketing is one of the most effective ways to communicate with your customers. To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various departments.

Zendesk Pricing and Plans

Companies looking for a more complete customer service product–without niche bells and whistles, but with all the basic channels you want–should look to Zendesk. Small businesses who prioritize collaboration will also enjoy Zendesk for Service. Intercom wins the sales pipeline tools category because its campaigning and sequencing tools integrate all channels and unique services, like carousels and product tours.

Zendesk started in 2007 as a web-based SaaS product for managing incoming customer support requests. Since then, it has evolved into a full-fledged CRM that offers a suite of software applications to its over 160,000 customers like Uber, Siemens, and Tesco. Both Zendesk and Intercom are excellent customer service solutions.

Intercom vs Zendesk for knowledgebase & learning

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk’s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom’s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market. You get a dashboard that makes creating, tracking, and organizing tickets easy.

Intercom and Zendesk are neck to neck in reviews from various sites such as G2, Capterra, Financesonline, and more. Let’s compare Intercom and Zendesk using the help desk features they have. In this case, we’ll see what their similarities and differences are. Get 1 year free on the Support or Engage plans on Intercom and up to $3,108 savings with Secret.

Therefore, it becomes all the more important to review your options carefully. However, if you look at Zendesk’s high pricing and complicated features, the tool doesn’t work well for small businesses that have limited needs. It can be the right option for big enterprises that have global customers and big support teams. To cater to the needs of different businesses and teams, Zendesk offers multiple integration options. To customize your Zendesk experience, you can integrate the tool with third-party business applications such as Trello, Salesforce, Shopify, Aircall, etc. These products are able to integrate with each other, which offers customers more personalized customer experiences.

While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. The offers that appear on the website are from software companies from which CRM.org receives compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). This site does not include all software companies or all available software companies offers. However, this is somewhat subjective, and depending on your business needs and favorite tools, you may argue we got it all mixed up, and Intercom is truly superior.

Why Zendesk is better than Intercom?

Both Intercom and Zendesk provide you with their own Operator bot, which immediately suggests relevant material to clients via the chat widget. When it comes to creating an optimum knowledge base experience, both Intercom and Zendesk are excellent choices with similar capabilities for your needs. With Zendesk’s Answer Bot, relevant articles are automatically suggested to your customers, saving them time while they look for solutions. Without a doubt Zendesk is the most popular help desk sofware out there, this doesn’t mean that there is no competition. Using Zendesk if you have a small team would work fine, even tough .

The amount of data you have for each object in Zendesk will affect the duration of the transfer process. The more data you have, the longer it will take to transfer it from Zendesk to Intercom. This is because Zendesk has rate limits on how many records can be accessed or transferred per minute or hour.

Self-service that works everywhere, not just on live chat

Migrating your Zendesk help content to Intercom Articles is a simple and fast process that does not require any custom development. You can use the Intercom Articles feature to automatically import all of your published articles from Zendesk and organize them into collections that match your existing knowledge base structure. Just browse to Articles within your Intercom dashboard, and click “Migrate from Zendesk”. There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. Our analysts compared Zendesk against Intercom based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.

However, it is possible Intercom’s support is superior at the premium level. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. With both tools, you can also use support bots to automatically suggest specific articles, track customers’ ratings, and localize help center content to serve your customers in their native language. Intercom recently ramped up its features to include helpdesk and ticketing functionality. Zendesk, on the other hand, started as a ticketing tool, and therefore has one of the market’s best help desk and ticket management features. You need a complete customer service platform that’s seamlessly integrated and AI-enhanced.

Pros of Zendesk

Also Smooch provides setting of pop-up notifications and targeted messages and possibility of customization. The ability to see the customer’s e-mail address in dialog mode instead of looking through a form would be a useful feature as well — in this regard, it would be wise to take some notes from Intercom. Select your integrations, choose your warehouse, and enjoy Stitch free for 14 days. Stitch delivers all your data to the leading data lakes, warehouses, and storage platforms. We’ve developed a Looker Block for Zendesk Support data provisioned by Stitch. This block includes prebuilt code to create dashboards and models that can help uncover insights from your Zendesk Support data.

Suite Team is more affordable than Intercom’s $79/month tier; Suite Professional is more expensive. Overall, Zendesk wins out on plan flexibility, especially given that it has a lower price plan for dipping your toes in the water. And if you want to invest in making and conversions with your help desk software, it may be worth it to put some money into Intercom for its uniquely conversational approach to front desk help. And considering how appropriate Zendesk is for larger companies, there’s a good chance you may need to take them up on that.

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• See side-by-side comparisons of product capabilities, customer experience, pros and cons, and reviewer demographics to find the best fit for your organization.
• However, this may be sufficient for smaller businesses or those using an existing CRM that integrates with Intercom.
• An inbound customer message through any of these channels becomes a ticket for your support agents, whose reply reaches the customer through the same channel they originally used.
• Email marketing, for example, is a big deal, but less so when it comes to customer service.
• As you can imagine, banking from anywhere requires a flexible, robust customer service experience.