Intercom vs Zendesk: What are the differences?
Introduction
In this article, we will explore the key differences between Intercom and Zendesk, two popular customer support platforms. Both Intercom and Zendesk offer a range of features to help businesses manage customer interactions, but there are some distinct differences between the two. Let's delve into the details.
1. Pricing Model:
Intercom offers a unique pricing model based on the number of people you engage with, which includes both customers and team members. On the other hand, Zendesk offers plans based on the number of support agents, making it more suitable for businesses that have a dedicated support team.
2. Communication Channels:
Intercom is primarily known for its live chat functionality. It enables businesses to have real-time conversations with their customers through their website or mobile app. In contrast, Zendesk offers a more diverse range of communication channels, including email, social media, phone, and live chat.
3. Automation and Workflows:
Intercom provides an extensive range of automation tools and workflows, allowing businesses to automate repetitive tasks and streamline their customer support processes. In contrast, while Zendesk does offer some automation capabilities, it may not be as robust and customizable as Intercom.
4. Customer Database:
Intercom offers a comprehensive customer database with detailed profiles, enabling businesses to gather and analyze customer data easily. This helps in providing personalized experiences and targeted messaging. On the other hand, Zendesk's customer database may not offer the same level of depth and richness as Intercom.
5. Real-time Visitor Tracking:
Intercom provides real-time visitor tracking, allowing businesses to see who is currently browsing their website or using their app. This feature enables support agents to proactively engage with customers and provide assistance. Zendesk may not offer the same level of real-time tracking capabilities.
6. Integration Ecosystem:
Intercom offers a wide range of integrations with other popular tools and platforms, allowing businesses to connect their customer support with other systems. Zendesk also offers integrations, but the ecosystem may not be as extensive as Intercom's.
In summary, Intercom and Zendesk have distinct differences in their pricing model, communication channels, automation capabilities, customer database features, real-time visitor tracking, and integration ecosystems. The choice between the two platforms would depend on the specific needs and preferences of each business.
