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Intercom

6.1K
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600
Zendesk

6.5K
3.5K
+ 1
350
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Intercom vs Zendesk: What are the differences?

Intercom: A fundamentally new way to communicate with your customers. Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Have targeted communication with customers on your website, inside apps, and by email; Zendesk: The leading cloud-based customer service software solution. Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

Intercom and Zendesk are primarily classified as "Engagement/Lifecycle Marketing" and "Help Desk" tools respectively.

Some of the features offered by Intercom are:

  • Live customer data
  • Rich user and company profiles
  • Real-time customer segments

On the other hand, Zendesk provides the following key features:

  • Offer your customers a quick path to the answers they need with knowledge base and community features.
  • Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket.
  • Zendesk simplifies your support team's workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.

"Know who your users are", "Auto-messaging" and "In-app messaging as well as email" are the key factors why developers consider Intercom; whereas "Centralizes our customer support", "Many integrations" and "Easy to setup" are the primary reasons why Zendesk is favored.

According to the StackShare community, Zendesk has a broader approval, being mentioned in 1836 company stacks & 175 developers stacks; compared to Intercom, which is listed in 1405 company stacks and 212 developer stacks.

Advice on Intercom and Zendesk
Joshua Siegel
Product at Titan Casket · | 5 upvotes · 22.1K views

We sell a high-touch, high ASP product (caskets) and have scaled to where we're adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Nearly every customer contacts us pre-purchase. We are a Shopify shop. Customer service is our brand.

We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.

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Replies (2)
Recommends
FreshDeskFreshDesk

Hey Joshua,

Would recommend using Freshdesk as your tool of choice. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.

My company, JindalX can help you set up your customer service automation and journeys along with helping handle any extra volume through our own customer service reps if required. Can provide you with a free assessment if needed? Let me know, I’m contactable at madhav.garg@jindalx.com

Best, Madhav

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Pamela Pierce
President at Learn About Green LLC · | 3 upvotes · 4.9K views
Recommends
ActiveCampaignActiveCampaign

ActiveCampaign can do all of this for you. They have really great support. Their automation is second to none. They have a chat bot capability. They also have an integrated capability where you see everything related to the one customer in one spot - all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. I think they have the training every month. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. ActiveCampaign integrates with Shopify also.

If you don't go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. ZohoOne may be less expensive than ActiveCampaign.

Both products are so full-featured that they both take quite a while to learn.

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Pros of Intercom
Pros of Zendesk
  • 167
    Know who your users are
  • 114
    Auto-messaging
  • 107
    In-app messaging as well as email
  • 88
    Customer support
  • 67
    Usage tracking
  • 18
    Great Blog
  • 11
    Organized engagement, great ui & service
  • 9
    Direct chat with customers on your site
  • 4
    Very helpful
  • 3
    Onboarding new users
  • 2
    Tirman
  • 2
    No Mac app
  • 2
    Free tier
  • 2
    Filter and segment users
  • 2
    Github integration
  • 2
    Very Useful
  • 134
    Centralizes our customer support
  • 72
    Many integrations
  • 59
    Easy to setup
  • 26
    Simple
  • 26
    Cheap
  • 12
    Clean
  • 7
    Customization
  • 4
    $1 Starter Pricing Plan
  • 4
    Woopra integration
  • 3
    Proactive Customer Support
  • 1
    Full of features
  • 1
    Remote and SSO authentication with CMSs like WordPress
  • 1
    Charitable contribution to SF hospital for $20 plan
  • 0
    Integrations

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Cons of Intercom
Cons of Zendesk
  • 6
    Changes pricing model all the time
    Be the first to leave a con

    Sign up to add or upvote consMake informed product decisions

    What is Intercom?

    Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Have targeted communication with customers on your website, inside apps, and by email.

    What is Zendesk?

    Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

    Need advice about which tool to choose?Ask the StackShare community!

    What companies use Intercom?
    What companies use Zendesk?
    See which teams inside your own company are using Intercom or Zendesk.
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    What tools integrate with Intercom?
    What tools integrate with Zendesk?

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