Help Scout vs Intercom: Determine Which Tool is Right For You

• susanti
• January 29, 2025June 29, 2025
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Zendesk vs Intercom: Which is better? 2023

It is also not too difficult to program your own bot rules using Intercon’s system. When it comes to self-service portals for things like knowledgebases, Intercom has a useful set of resources. Intercom also has a community forum where users can help one another with questions and solutions. There are 3 Basic support plans at $19, $49 and $99 per user per month billed annually, and 5 Suite plans at $49, $79, $99, $150, and $215 per user per month billed annually. Your typical Zendesk review will often praise the platform’s simplicity and affordability, as well as its constant updates and rolling out of new features, like Zendesk Sunshine. For example, you can read in many Zendesk Sell reviews how adding sales tools benefits Zendesk Support users.

Then we have Zendesk Connect or Outbound.io, and Outbound.io from the beginning was really focused on product messaging. So once a user became a user, once they give you the email address on sign-up, then you wanna be able to send them messages across the very similar channels that Intercom had. Zendesk Suite includes all features for email, live chat, voice, and social media support. There are four options available— Team ($49/agent/month), Growth ($79/agent/month), Professional ($99/agent/month), and Enterprise ($150/agent/month). You can even create multiple help centers that cater to different audiences, regions, brands and create content in multiple languages. Zendesk also offers an Answer Bot that can help you eliminate wait times.

year free on the Support or Engage plans on Intercom

If you don’t plan on building a huge enterprise just yet, we have to give the edge to Zendesk when it comes to flexible pricing options. Given that both of these platforms seem aimed at one sort of market or another, it shouldn’t surprise you that we might find a few gaps in the sorts of services they provide. But it’s also a given that many people will approach their reviews to Zendesk and Intercom with some specific missions in mind, and that’s bound to change how they feel about the platforms. Zendesk has a well-earned reputation because it’s so popular. But Intercom’s friendliness for growing companies is something you can’t afford to ignore.

When it comes to customer support software, Zendesk is #1 in popularity and brand recognition. World-class customer service outsourcing for businesses of all sizes. Finally, with Zendesk Chat you can interact with your customers through multiple channels. Previous conversations and progress will all follow them around, making it easier for you to help your customers no matter where they are. There are several notable alternatives to Intercom in the customer support and engagement space, including Zendesk, Freshdesk, Help Scout, HubSpot, and Zoho Desk. Determining whether Intercom can effectively replace Zendesk depends on your specific customer support and engagement requirements.

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Here’s what you need to know about Zendesk vs. Intercom as customer support and relationship management tools. Gorgias comes with four pricing plans; the lowest one starts at $60/month. If you want to add more tickets, you need to pay $25 for 100 tickets. Strongly tied to brand loyalty is stellar customer service, which can help you increase your revenue and build a more successful business in the long run.

The critical user review displayed is selected from the most helpful 1,2 or 3 star review. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zendesk and Intercom both have an editor preview feature that makes it easier to add images, videos, call-to-action buttons, and interactive guides to your help articles. Intercom is human-powered and AI-enhanced, helping you deliver personalized, conversational support that scales with your business. Intercom is fully integrated, omnichannel, and easy to use—so you can deliver quality, conversational support from start to finish.

Intercom vs Zendesk Video Comparison

When it comes to advanced workflows and ticketing systems, Zendesk boasts a more full-featured solution. Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks. In 2023, conversational messaging will play an essential role in customer service. Customers increasingly expect to receive fast, convenient, and personalized support. Provide self-service alternatives so customers can resolve their own issues. This serves the dual benefit of adding convenience to the customer experience and lightening agents’ workloads.

You can publish your knowledge base articles and divide them by categories and also integrate them with your messenger to accelerate the whole chat experience. 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. The Intercom vs. Zendesk pricing may be justified by the value-added services and minor features that they have for their all-in-one pricing. For example, for businesses that want just a couple of features, there are subscription packages.

Contact Center of the Future: Empower Agents with AI…

Intercom and Zendesk are two popular options that we wanted to compare and help you decide which one works for you. When comparing the pricing of Zendesk and Intercom, there are significant differences to take into account. Zendesk’s pricing offers a range of plans, including a tiered model with different levels of features and capabilities. While the pricing can be flexible, it may become more costly as your organization’s requirements and usage increase.

Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates. It’s also good for sending and receiving notifications, as well as for quick filtering through the queue of open tickets. Intercom’s large series of bots obviously run on automations as well.

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Get ahead of issues before they happen with in-context, automated messages. Resolve complex issues more efficiently with tickets designed to keep the conversation going. Zendesk raised their prices without improving their product—frustrating customers who struggle to justify further investments.

Reporting and analytics provide metrics, trends, and key performance indicators (KPIs) that offer insights to agents and administrators. The Sell dashboard, different from the Service dashboard, features pre-built widgets that agents can organize however they want, to view the metrics they care most about. Agents can participate in forums and turn forum posts into tickets; they also can turn community-post replies into articles for future customers. When a customer asks a question in the Messenger widget, the Operator automatically suggests a handful of relevant articles based on keywords to help customers resolve their own issues.

The latter offers a chat widget that is simple, outdated, and limited in customization options, while the former puts all of its resources into its messenger. Whether you’ve just started searching for a customer support tool or have been using one for a while, chances are you know about Zendesk and Intercom. The former is one of the oldest and most reliable solutions on the market, while the latter sets the bar high in terms of innovative and out-of-the-box features.

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