Zendesk Chat Formerly Zopim vs Intercom: Live Chat Comparison

You need a tool that is designed with the needs of ecommerce businesses in mind. Want to automate scenarios that require taking actions across multiple apps? Richpanel has prebuilt integrations with 20+ apps and provides a powerful APIs to connect more. Certain features are paid addons, certain features are in a different plan level. It’s hard to figure out what your monthly bill actually will be. All other we’ve tried are adding features that don’t make any sense and sometimes partition off the features they’ve added into different products that you, all of a sudden, need to pay extra for.

These plans are not inclusive of the add-ons or access to all integrations. 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.

Still using Zendesk?

Its chat-based approach, automation capabilities, and chatbots are ideal for handling routine inquiries efficiently. Not only does Zendesk offer a free trial, it’s actually sort of a freemium tool, which means you can choose one their tools (live chat, knowledge base, call center software) and use it for free forever. As any free tool, the functionalities there are quite limited, but nevertheless. If you’re a really small business or a startup, you can benefit big time from such free tools.

Zendesk supports teams that can then field these issues from a nice unified dashboard. Zendesk has great intelligent routing and escalation protocols as well. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California. Intercom’s products are used by over 25,000 customers, from small tech startups to large enterprises.

Zendesk vs. Intercom: Features comparison

If you seek to enhance customer engagement through chat-based support, in-app messaging, and proactive outreach, Intercom may be the superior option. Both Zendesk and Intercom are customer support management solutions that offer features like ticket management, live chat and messaging, automation workflows, knowledge centers, and analytics. However, there are some key differences between the two products.

• Intercom’s focus on instant interactions and personalized engagement is particularly valuable for businesses prioritizing chat-first customer support and real-time communication.
• With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite.
• Whether Intercom is cheaper than Zendesk depends on your specific usage, feature requirements, and the number of users in your organization.
• Intercom’s primary focus is engaging and communicating with customers through live chat, in-app messaging, and email.

Lastly, they’re both not the easiest to figure out and have pricing plans that might be too expensive for some stores, especially ones smaller sized or earlier in their journey. If you run more than one ecommerce business, it’s quite challenging to manage support for all of them. On top of that, if you have to log in & log out multiple times just to respond to a support query, it’s a clear inconvenience.

That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. Use the drag and drop builder to create self service flows for your most frequent customer service questions. We’ve taken great pride in providing exceptional service for almost a decade now. Our agents go above and beyond in

helping our customers get the most out of Enchant.

Zendesk has a rating of 4.3 out of 5 stars, based on over 5,600 reviews. Intercom has a rating of 4.5 out of 5 stars, based on over 2700 reviews. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support. Zendesk lets you chat with customers through email, chat, social media, or phone. As a freelancer, I don’t need all the integrations and support that Intercom provides. It enables you to get quality product feedback from the right customers at the right time through the app or by email.

That’s why we wanted to make a comparison of these tools with the goal of helping you decide which one would be a good choice for your business. Below, we present the main features, pros, and cons of a popular Zendesk alternative – Intercom. Intercom’s pricing typically includes different plans designed to accommodate businesses of various sizes and needs. While Intercom offers a free trial, it’s important to note that the cost can increase as you scale and add more features or users. In a nutshell, both these companies provide great customer support. I tested both of their live chats and their support agents were answering in very quickly and right to the point.

Zendesk Sunshine is a separate feature set that focuses on unified customer views. Zendesk is quite famous for designing its platform to be intuitive and its tools to be quite simple to learn. This is aided by the fact that the look and feel of Zendesk’s user interface are neat and minimal, with few cluttering features. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. See how leading multi-channel consumer brands solve E2E customer data challenges with a real-time customer data platform.

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