Zendesk vs Intercom: Which Is Right For Your Business in 2023?

You’ll get a complete view of customer information and interactions and real-time insights into key sales metrics, which will help your sales reps prioritize their efforts on leads and contacts. Zendesk Sell is a cloud-based CRM platform built to improve customer relationships and influence sales through features such as a self-service portal, knowledge base and community forums. This CRM tool combines marketing, sales and service functionality to help you track and manage leads, interact with customers and close deals more efficiently, whether over a call, chat or email. Intercom is an excellent option for businesses prioritizing personalized communication and customer engagement. Its live chat feature and ability to send targeted messages and notifications make it a powerful tool for customer engagement. Intercom’s user-friendly interface and easy integration with other tools make it a popular choice for many businesses.

While the company is smaller than Zendesk, Intercom has earned a reputation for building high-quality customer service software. The company’s products include a messaging platform, knowledge base tools, and an analytics dashboard. Many businesses choose to work with Intercom because of its focus on personalization and flexibility, allowing companies to completely customize their customer service experience.

Can I use Intercom on the front end and Zendesk on the back?

When comparing the omnichannel support functionalities of Zendesk and Intercom, both platforms show distinct strengths and weaknesses. When comparing the automation and AI features of Zendesk and Intercom, both platforms come with unique strengths and weaknesses. Intercom, on the other hand, is ideal for those focusing on CRM capabilities and personalized customer interactions.

That not only saves them the headache of having to constantly switch between dashboards while streamlining resolution processes—it also leads to better customer and agent experience overall. With the integrations provided through each product, you can make use of both platforms to provide your customers with comprehensive customer intercom vs. zendesk service. While Intercom Zendesk integration is uncommon, as they both offer very similar products, it can be useful for unique use cases or during migrations from one platform to the other. While Zendesk and HubSpot are great options for automating customer relationship management, HubSpot holds a slight edge for its features.

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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. Zendesk has traditionally been more focused on customer support management, while Intercom has been more focused on live support solutions like its chat solution. The company’s products include a ticketing system, live chat software, knowledge base software, and a customer satisfaction survey tool. Zendesk also offers a number of integrations with third-party applications. Zendesk was founded in 2007 by Mikkel Svane, Morten Primdahl, and Alexander Aghassipour.

While both Zendesk and Intercom are great and robust platforms, none of them are able to provide you with the same value Messagely gives you at such an  affordable price. Messagely also provides you with a shared inbox so anyone from your team can follow up with your users, regardless of who the user was in contact with first. You can also follow up with customers after they have left the chat and qualify them based on your answers. It’s divided into about 20 topics with dozens of articles each, so navigating through it can be complicated. Since Intercom is so intuitive, the time you’ll need to spend training new users on how to interact with the platform is greatly reduced.