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Intercom
Intercom

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Zendesk
Zendesk

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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.

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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.
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Why do developers choose Intercom?
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    What are some alternatives to Intercom and Zendesk?
    Drift
    Drift is a messaging app that makes it easy for businesses to talk to their website visitors and customers in real-time, from anywhere.
    Crisp
    Chat with website visitors, integrate your favorite tools, and deliver a great customer experience.
    Front
    Front allows you to collaborate with your team, stay productive, and use email and social together. Currently available on Mac, Windows, Web, and Mobile.
    HubSpot
    Attract, convert, close and delight customers with HubSpot’s complete set of marketing tools. HubSpot all-in-one marketing software helps more than 12,000 companies in 56 countries attract leads and convert them into customers.
    Mailchimp
    MailChimp helps you design email newsletters, share them on social networks, integrate with services you already use, and track your results. It's like your own personal publishing platform.
    See all alternatives
    Decisions about Intercom and Zendesk
    Julien DeFrance
    Julien DeFrance
    Principal Software Engineer at Tophatter · | 2 upvotes · 12.5K views
    atSmartZipSmartZip
    AutopilotHQ
    AutopilotHQ
    Segment
    Segment
    Zapier
    Zapier
    Intercom
    Intercom

    Achieving #MarketingAutomation using AutopilotHQ

    Some of the key aspects evaluated here: - Ability to integrate with Segment or Zapier - Being multi-channel (Not just Email automation) - Dozens of integrations and capabilities: SFDC, In app messages, SMS, Push Notifications, Direct Mail, Segment Events... - Allowing teams to operate outside of engineering dependencies - Segmentation against user attributes / user traits - Static or Dynamic segments - Concept of user journeys - And more

    Combined with Segment and its own sets of integrations and capabilities, AutopilotHQ ended up being a very powerful tool for Product Marketing to use at SmartZip.

    Couple of years later, there certainly were some overlap with the features offered by Intercom 's engagement module , but our team kept on using this tool given the greater range of functionality / capabilities.

    See more
    Interest over time
    Reviews of Intercom and Zendesk
    Avatar of adjunct
    Rollout.io
    Review ofIntercomIntercom

    We love intercom.io, from customer management to automatic emails. Great wat to stay in touch with your users.

    How developers use Intercom and Zendesk
    Avatar of Tim Lucas
    Tim Lucas uses IntercomIntercom

    Intercom powers both the email support, and support via the inline message window on the web. Custom events are sent from both the browser via click and Wistia video events, as well as from the Rails application, to give a complete view of user activity from within Intercom. Intercom let us segment the users based on trialling, purchased, and levels of engagement.

    Avatar of Badge List
    Badge List uses IntercomIntercom

    I don't know what we would do without Intercom. It's the best tool I've ever found for knowing who your users are and establishing a bulletproof line of communication with them both outbound and inbound.

    Avatar of Cyril Duchon-Doris
    Cyril Duchon-Doris uses IntercomIntercom

    Intercom popup for easy user interactions, displaying help messages. Static and event-based user context lets us send smart and targeted messages to users.

    Avatar of MOKA Analytics
    MOKA Analytics uses ZendeskZendesk

    We use Zendesk for customer support and hosting documentation. Additionally, we provide documentation search from within our application using Zendesk's API

    Avatar of Adam Bird
    Adam Bird uses ZendeskZendesk

    Receiving notifications when Tasks are assigned and being able to update the Tasks when the calendar event has changed.

    Avatar of Tinker Travel
    Tinker Travel uses ZendeskZendesk

    Our Customer Care peeps use it and we synchronise customer data into it to help them organise and find things quickly.

    Avatar of Grubster
    Grubster uses ZendeskZendesk

    It's our customer service system for dealing with inbound ticket requests from any channel integrated.

    Avatar of Gitt
    Gitt uses ZendeskZendesk

    Have so many options, and can connect with our custom infrastructure and existing support channel.

    Avatar of Lyndon Wong
    Lyndon Wong uses IntercomIntercom

    Full-lifecycle communications via email and in-app messaging, for batch and automated campaigns.

    Avatar of BrightMachine
    BrightMachine uses IntercomIntercom

    Used by our clients to track what their users are doing, and for proactive support.

    How much does Intercom cost?
    How much does Zendesk cost?