Compare Zendesk vs Intercom for Ecomm Businesses

The debate rages between WooCommerce, Shopify, Magento, and BigCommerce for best ecomm platform — we’ll help you find the best one for you. To help explore these gaps, we decided to check out the reviews of both Zendesk and Intercom and get a sense of where the complaints pointed. 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. With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before.

When it comes to integrations, Zendesk and Intercom both offer diverse possibilities, but here, Zendesk takes the lead. Zendesk boasts an extensive array of integration options, with over 1,500 apps in its ecosystem. Zendesk has strong positive reviews especially since the software has mobile apps for access. Though some complained that it’s not easy to check the tickets using the apps. Because it’s something they believe the developers should fine-tune. However, the most common complaint is the pricing of some features.

Intercom Agent Dashboard

ProProfs Help Desk is a decade-old SaaS company that offers an array of customer service and learning tools for businesses across the globe. Right from managing your support tickets to training your employees, you can take your support operations to the next level. Intercom plays a very important role in the customer experience through messaging platforms, team collaboration products, and a valuable knowledge base solution. Zendesk on the other hand offers tools that support a wide variety of customer service functions including robust ticket management capabilities. Further, if companies plan to create multi-channel campaigns, Intercom makes a great fit.

Apart from a live chat, it has a feature called ‘Business Messenger’ that comes with its own AI chatbot. Moreover, Intercom bots can converse naturally with customers by using conversation starters, respond with self-help, and knowledge base articles. However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins. Create a chatbot with minimal coding and customize it to your heart’s content.

Intercom’s Customer Onboarding Feature is More Efficient than Zendesk’s Knowledge Base

Once you add them all to the picture, their existing plans can turn out to be quite expensive. When you see pricing plans starting for $79/month, you should get a clear understanding of how expensive other plans can become for your business. What’s worse, Intercom doesn’t offer a free trial to its prospect to help them test the product before onboarding with their services. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure.

The company caters to businesses across the globe and has offices in San Francisco, Dublin, Sydney, etc. Zendesk chat allows businesses to reach out and connect to customers before they ask a question. The clothing rental company, Le Tote, uses an automated trigger feature to offer help when its customers are lingering at the checkout. This multichannel approach is especially important for companies that support customers in different regions and countries as access to communication tools can vary.

Customer stories: Learn why so many businesses are choosing Zendesk

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