Intercom vs Zendesk Why HubSpot is the Best Alternative

January 22, 2024 By admin

Compare Zendesk vs Intercom for Ecomm Businesses

zendesk or intercom

It guarantees continuous omnichannel support that meets customer expectations. Using this, agents can chat across teams within a ticket via email, Slack, or Zendesk’s ticketing system. This packs all resolution information into a single ticket, so there’s no extra searching or backtracking needed to bring a ticket through to resolution, even if it involves multiple agents. What’s really nice about this is that even within a ticket, you can switch between communication modes without changing views. So if an agent needs to switch from chat to phone to email (or vice versa) with a customer, it’s all on the same ticketing page. There’s even on-the-spot translation built right in, which is extremely helpful.

zendesk or intercom

There is also a list of common questions at the bottom of the knowledge base homepage so you can easily find answers to common issues. Their basic plan offers support for one user, while the team plan works for up to 5 users. If you’re looking for automation, plans can become quite expensive depending on the level of automation you require.

Zapier Automation Platform

What makes Intercom stand out from the crowd are their chatbots and lots of chat automation features that can be very helpful for your team. You can integrate different apps (like Google Meet or Stripe among others) with your messenger and make it a high end point for your customers. If you are looking for more integration options and budget is not an issue, Intercom can be the perfect live chat solution for your business. It is also ideal for businesses who are searching for conversational chatbot functionality.

zendesk or intercom

FreshDesk is a SaaS customer messaging software that allows small and large businesses to provide stellar customer support services. Depending on the plan, it can even be free for a lifetime for any number of agents. Intercom is better for smaller companies that are looking for a simple and capable customer service platform. Instead, using it and setting it up is very easy, and very advanced chatbots and predictive tools are included to boost your customer service. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies. Since both are such well-established market leader companies, you can rest assured that whichever one you choose will offer a quality customer service solution.


In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Intercom’s chat window states that their team usually replies in a few hours, but they will zendesk or intercom often respond in a matter of minutes. While Zendesk’s support is also fast, it is only available if you’re already a Zendesk user. If you’re only browsing their website, you will have to send a message to their sales team by entering your email address.

zendesk or intercom