Zendesk vs Intercom: Which Is Right For Your Business in 2023?

Also, its scalability is a big plus, allowing you to use essential features or scale it to handle complex processes. However, we saw complaints about how limited customization with HubSpot. Also, many users find combining its products and hubs complex and expensive.

This is because it can deliver value at every stage of the customer lifecycle, regardless of the nature of your business. Intercom’s email marketing service, especially when combined with their in-app messages and live chat, provides a powerful solution for interacting with your customers. HubSpot CRM has a reputation for being a reliable, comprehensive suite of features that also integrate smoothly with users’ third-party apps, making it easier to manage customers.

Why shouldn’t I consolidate on Intercom for all my needs?

Whether your customers prefer to communicate via phone, chat, email, social media, or any other channel, Zendesk unifies all of your customer interactions into one platform. The software helps you to keep track of all support requests, quickly respond to questions, and track the effectiveness of intercom and zendesk your customer service reps. The primary function of Intercom’s mobile app is the business messenger suite, including personalized messaging, real-time support tools, push notifications, in-app messaging and emailing. Intercom also does mobile carousels to help please the eye with fresh designs.

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. We hope this list has provided you with a better grasp of each platform and its features.

Intercom vs Zendesk: overall impression

Zendesk, less user-friendly and with higher costs for quality vendor support, might not suit budget-conscious or smaller businesses. When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Zendesk for Sales offers three plans, ranging from $19 to $99 monthly per user, with free trials available for each plan. Intercom wins the reporting and analytics category due to its unique visualization and display formats for contact center and article data.