Intercom + Zendesk Integration Unito Two-Way Sync

Streamline support processes with Intercom’s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently. As your business grows, so does the volume of customer inquiries and support tickets. Managing everything manually is becoming increasingly difficult, and you need a robust customer support platform to streamline your operations.

If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. Zendesk maps out each activity a visitor performs on your website. This enables your operators to understand visitor intent faster and provide them with a personalized experience. The amount of data you have for each object in Zendesk will affect the duration of the transfer process. The more data you have, the longer it will take to transfer it from Zendesk to Intercom.

Zendesk stands out as a champion of delivering personalized customer support due to its easy-to-use work-frame, many useful add-ons, and features in all tiers. Intercom calculates the price based on the number of seats (users) you request. Depending on the seat type (subscription plan), users get access to different features. For example, the Messaging feature is not available in the Support plan, while Articles aren’t available in the Engage and Conver plans. Unfortunately, you can’t calculate the price by yourself since Intercom hid its pricing table. Though, you can sum up the price together with the Intercom sales team accurately if you contact them.

Every Zendesk installation is set up differently to match each organization’s own process for managing companies, contacts, tickets and related data. Some objects are easier to transfer than others, depending on how similar they are between Zendesk and Intercom. For example, transferring companies is relatively easy, as both platforms have a similar concept of a company object with similar fields. Tickets have dependencies on other objects and chronological items like ticket comments that need to be preserved during the transfer. Customer support and security are vital aspects to consider when evaluating helpdesk solutions like Zendesk and Intercom.

This additional cost can be a considerable factor for businesses to consider when evaluating their customer support needs against their budget constraints. Choosing the right customer service platform is pivotal for enhancing business-client interactions. In this context, Zendesk and Intercom emerge as key contenders, each offering distinct features tailored to dynamic customer service environments. Because Intercom started as a live chat service, its messenger functionality is very robust. It feels very modern, and Intercom offers some advanced messenger features that Zendesk does not.

For businesses aiming to seamlessly integrate customer communication with sales efforts, the sales functionalities of Zendesk and Intercom become paramount. Intercom is better designed for smaller companies and teams, while Zendesk is suitable for large companies to skyrocket customer support. In addition, Intercom offers omnichannel inbox, robust reporting, and automated workflows. Live chat add-on provides you with personal customer communication (via the web, mobile, and conversational messaging) without interrupting their experience. Once you add live chat to your website, your visitors will be able to reach you through the chat widget.

Zendesk is an all-in-one omnichannel platform offering various channel integrations in one place. The dashboard of Zendesk is sleek, simple, and highly responsive, offering a seamless experience for managing customer interactions. Overall, when comparing Zendesk to Intercom, Zendesk’s features will probably win out over time. But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible. Although many people tout it as the solution for large businesses, its bottom pricing tier is a nice entry for any small business looking to add customer service to its front page.

Intercom’s AI has the transformative power to enhance customer service by offering multilingual support and contextual responses. AI-driven chatbot Fin is designed to automate consumer interactions. Fin uses seamless communication across customer bases, breaking language barriers intercom and zendesk and catering to global audiences. These weaknesses are not as significant as the features and functionalities Zendesk offers its users. Some aspects give an edge or create differentiation in the operations of both software, which users may oversee while making a choice.

How to connect Intercom and Zendesk

If you are a growing business with more complex CRM needs, then the Zendesk Enterprise or Intercom Pro plan may be a better option for you. There are four different subscription packages you can choose from, all of which also have Essential, Pro, and Premium options for businesses of different sizes. You’d need to chat with Intercom sales team for get the costs for the Premium subscription, though. If you’re a huge corporation with a complicated customer support process, go Zendesk for its help desk functionality. If you’re smaller more sales oriented startup with enough money, go Intercom. The ProProfs Live Chat Editorial Team is a diverse group of professionals passionate about customer support and engagement.

To sum things up, one can get really confused trying to make sense of Zendesk’s pricing, let alone to calculate costs. You’d probably want to know how much it costs to get Zendesk or Intercom for your business, so let’s talk money now. It’s highly customizable, so you can adjust it according to your website or product’s style. Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

The feedback and recommendations from existing users serve as valuable guidance for businesses considering either platform. Optimizing the utilization of Zendesk and Intercom involves implementing effective strategies and best practices. Providing actionable tips for businesses to maximize the potential of these platforms enables them to leverage advanced functionalities and enhance their overall customer support operations. As businesses expand and evolve, the scalability and flexibility of their customer support platform becomes important. Examining the scalability and flexibility of Zendesk and Intercom helps businesses determine which platform can accommodate their growth trajectory and changing needs. 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.

Intercom is 4 years younger than Zendesk and has fancied itself as a messaging platform right from the beginning. Intercom lets businesses send their customers targeted in-app messages. Just like Intercom, Zendesk’s customer service is quite disappointing.

Zendesk is a customer service software offering a comprehensive solution for managing customer interactions. It integrates customer support, sales, and marketing communications, aiming to improve client relationships. Known for its scalability, Zendesk is suitable for various business sizes, from startups to large corporations. When it comes to customer support and engagement, choosing the right software can make a world of difference. Both offer powerful solutions for businesses looking to enhance their customer service capabilities. In this article, we will compare Intercom and Zendesk, highlighting their features, benefits, and drawbacks.

Support Capacity: Who Can Deliver the Goods?

It is a reliable and effective software for businesses of all sizes. However, businesses must choose between Zendesk vs Intercom based on their needs and requirements. In today’s business world, customer service is fast-paced, and customers have higher expectations. To enhance customer satisfaction, businesses must equip their teams with customer support solutions and customer service software. Intercom also excels in real-time chat solutions, making it a strong contender for businesses seeking dynamic customer interaction. This unpredictability in pricing might lead to higher costs, especially for larger companies.

In this segment, Dominic explores the outbound capabilities of Zendesk and Intercom. How well do these platforms facilitate proactive customer engagement? Which one offers superior communication tools for reaching out to customers? Dominic breaks down the outbound features, helping viewers understand how each platform supports ongoing conversations with customers.

Zendesk is a cloud customer support ticketing system with customer satisfaction prediction. Picking customer service software to run your business is not a decision you make lightly. Learn how top CX leaders are scaling personalized customer service at their companies. Using Zendesk, you can create community forums where customers can connect, comment, and collaborate, creating a way to harness customers’ expertise and promote feedback. Community managers can also escalate posts to support agents when one-on-one help is needed.

Trust us for your Zendesk data migration needs and discover the convenience of a bulk user import feature that streamlines the process from start to finish. When it comes to Zendesk import, Help Desk Migration is your trusted partner. Our Zendesk import solutions also include the ability to work with CSV data files, allowing you to execute actual imports with ease.

Intercom offers call center features for your business via add-ons. Services such as CallHippo, Ozonetel, Toky, Aircall Now are just a few of many more add-ons in lieu of call center tools built into the help desk software. To sum things up, Zendesk is a great customer support oriented tool which will be a great choice for big teams with various Chat GPT departments. Intercom feels more wholesome and is more customer success oriented, but can be too costly for smaller companies. It’s much easier if you decide to go with the Zendesk Suite, which includes Support, Chat, Talk, and Guide tools. There are two options there — Professional for $109 or Enterprise for $179 if you pay monthly.

Moreover, these are new prices as they’re in the middle of changing their pricing policy right now (and they’re definitely not getting cheaper). If you thought Zendesk’s pricing was confusing, let me introduce you to Intercom’s pricing. It’s virtually impossible to predict what you’re going to pay for Intercom at end of the day.

In this paragraph, let’s explain some common issues that users usually ask about when choosing between Zendesk and Intercom platforms. Though the Intercom chat window says that their customer success team typically replies in a few hours, don’t expect to receive any real answer in chat for at least a couple of days. For standard reporting like response times, leads generated by source, bot performance, messages sent, and email deliverability, you’ll easily find all the metrics you need.

Understanding these differences is essential in determining which platform aligns better with a business’s specific needs and goals. Zendesk also has the Answer Bot, which can take your knowledge base game to the next level instantly. It can automatically suggest your customer relevant articles reducing the workload for your support agents. Intercom is a customer support messenger, bot, and live chat service provider that empowers its clients to provide instant support in real-time. This SaaS leader entered into the competition in 2011, intending to help its clients reach their target audiences and engage them in a conversation right away. If you are currently using Zendesk as your customer support platform, you might be wondering how to switch to Intercom and transfer your existing historical customer data.

Unito lets you turn Intercom conversations into Zendesk tickets and vice-versa with automated, 2-way updates. It also offers a Proactive Support Plus as an Add-on with push notifications, a series campaign builder, news items, and more. When integrating data, you can fill some Intercom fields that don’t have corresponding Zendesk fields (or vice versa) with constant values. You can use lookup mapping to map target columns to values, gotten from other target objects depending on source data.

Analytics in Zendesk and Intercom

There will be no sync between Zendesk and Intercom, so changes in Zendesk won’t be reflected in Intercom. Both Zendesk and Intercom offer varying flavors when it comes to curating the whole customer support experience. After closing the Intercom conversation, the customer now receives a well formatted email of their chat transcript and can reach back out on the thread if necessary. The pricing structure of Intercom is complex, making it difficult for Intercom users to understand their final costs. Intercom charges the price based on representative seats and people reached, with additional expenses for add-ons.

• Businsses need to do a cost analysis whenever they select customer service software for their business.
• However, if you compare Zendesk vs Intercom chat in ease of use, the letter wins.
• You can even moderate user content to leverage your customer community.
• Evaluate their features, compare them based on your business needs, and choose the one that aligns best with your goals and objectives.

In this case, each customer service software has a unique way of generating reports such as scheduling, the scope of the analysis, customer reports, and more. The platform offers Zendesk Talk as its call center solution to keep up with other help desks. This feature is browser-based, so you don’t need additional software or hardware.

Resolutions in minutes—not months

While this may seem like a positive for Zendesk, it’s important to consider that a larger company may not be as agile or responsive to customer needs as a smaller company. Now that we’ve covered a bit of background on both Zendesk and Intercom, let’s dive into the features each platform offers. With Zapier’s 7,000 integrations, you can unify your tools within a connected system to improve your team’s efficiency and deepen their impact.

Unlike Zendesk, the prices for Intercom are based on the number of seats and contacts, with each plan tailored to each customer, meaning that the pricing can be quite flexible. This is especially helpful for smaller businesses that may not need a lot of features. One of the things that sets Zendesk apart from other customer service software providers is its focus on design. The company’s products are built with an emphasis on simplicity and usability. This has helped to make Zendesk one of the most popular customer service software platforms on the market.

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. Zendesk is another popular customer service, support, and sales platform that enables clients to connect and engage with their customers in seconds. Just like Intercom, Zendesk can also integrate with multiple messaging platforms and ensure that your business never misses out on a support opportunity. They offer an omnichannel chat solution that integrates with multiple messaging platforms and marketing channels and even automates incoming support processes with bots.

Zendesk and Intercom offer various pricing plans, but Intercom is generally more expensive. Zendesk’s pricing plans start at $19 per month, while Intercom’s pricing plans start at $74 per month. Your best pricing plan will depend on your specific needs and budget. If you are a small business with basic CRM needs, then the Zendesk Support Team or Intercom Starter may be a good option for you.

Help desk software creates a sort of “virtual front desk” for your business. That means automating customer service and sales processes so the people visiting your website don’t actually have to interact with anyone before they take action. HubSpot helps seamlessly integrate customer service tools that you and your team already leverage. Hivers offers round-the-clock proactive support across all its plans, ensuring that no matter the time or issue, expert assistance is always available. This 24/7 support model is designed to provide continuous, real-time solutions to clients, enhancing the overall reliability and responsiveness of Hivers’ services. On the other hand, Intercom, starting at a lower price point, could be more attractive for very small teams or individual users.

So yeah, two essential things that Zendesk lacks in comparison to Intercom are in-app messages and email marketing tools. Intercom on the other hand lacks many ticketing functionality that can be essential for big companies with a huge customer support load. Zendesk’s customer support is also very fast, though their live chat is only available for registered users. All interactions with customers be it via phone, chat, email, social media, or any other channel are landing in one dashboard, where your agents can solve them fast and efficiently. There’s a plethora of features to help bigger teams collaborate more effectively — like private notes or real-time view of who’s handling a given ticket at the moment, etc.

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. Instead, they offer a product demo when prospects reach out to learn more about their pricing structure. If compared to Intercom’s chatbot, Zendesk offers a relatively latest platform that makes support automation possible.

You can foun additiona information about ai customer service and artificial intelligence and NLP. You can use this support desk to help customers or you can forward potential new users to your sales department. You can create a help platform to assist users in guiding themselves, or you can use AI-enabled responses to create a more “human” like effect. Zendesk has more pricing options, which means you’re free to choose your tier from the get-go.

Also, a customer experience form can be found at the end of each article. The answers are analyzed to help streamline the AI and can also be collated into a report for your perusal. Also, this software offers a feature called ‘Business Messenger’ that comes with its own AI chatbot.

It tracks changes in the synchronized data sources and performs only necessary data changes. It offers powerful mapping features, allowing you to sync data with different structure. Intercom is a complete customer communications platform with bots, apps, product tours, etc.

There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. In most workplaces, email is preferred for external communication, while a messaging app like Slack is used for internal communication. They have a 2-day SLA, no phone support, and the times I have had to work with them they have been incredibly difficult to work with. Very rarely do they understand the issue (mostly with Explore) that I am trying to communicate to them. Discover customer and product issues with instant replays, in-app cobrowsing, and console logs. Customers rated Intercom 4.4 on G2 Crowd, while Zendesk scored 4.3.

There’s even on-the-spot translation built right in, which is extremely helpful. Create custom Intercom and Zendesk workflows by choosing triggers and actions. Nodes come with global operations and settings, as well as app-specific parameters that can be configured. You can also use the HTTP Request node to query data from any app or service with a REST API.

Get accurate info in the right place, at the right time, save hours on busywork, and align your team — giving them the freedom to focus and achieve more than ever. Unito supports more fields — like assignees, comments, custom fields, attachments and subtasks. You can also map fields and build flexible rules to perfectly suit your use case. When a conversation is found in Intercom, create a ticket in Zendesk and keep both in sync.

Besides, the prices differ depending on the company’s size and specific needs. We conducted a little study of our own and found that all Intercom users share different amounts of money they pay for the plans, which can reach over $1000/mo. The price levels can even be much higher if we’re talking of a larger company. If I had to describe Intercom’s helpdesk, I would say it’s rather a complementary tool to their chat tools. Just like Zendesk, Intercom also offers its Operator bot, which will automatically suggest relevant articles to clients right in a chat widget. Sure, Intercom allows you to create articles and deliver a bot that answers customer questions with specific articles and resolves issues faster.

You need a complete customer service platform that’s seamlessly integrated and AI-enhanced. We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Zendesk allows businesses to group their resources in the help center, providing customers with self-service personalized support. The platform has various customization options, allowing businesses personalized experiences according to their branding. Help Center in Zendesk also will enable businesses to organize their tutorials, articles, and FAQs, making it convenient for customer to find solutions to their queries. Ultimately, the choice between https://chat.openai.com/ depends on your specific needs and priorities. If you prioritize real-time messaging and customer engagement, Intercom may be the better option for you.

This is not a huge difference; however, it does indicate that customers are generally more satisfied with Intercom’s offerings than Zendesk’s. While both Zendesk and Intercom offer ways to track your sales pipeline, each platform handles the process a bit differently. Zapier helps you create workflows that connect your apps to automate repetitive tasks. A trigger is an event that starts a workflow, and an action is an event a Zap performs. Once your Demo Migration is complete, review the migration results table to see which records were migrated, failed, or skipped.

Knowledge Base is one of the self-service sections that includes articles or documents providing technical help to customers and employees. To make a comparison of Zendesk vs Intercom knowledge base features is quite tricky. So, Intercom Articles will be opposed to Zendesk Suite – in that way the contrast is (more or less) fair.

It’s great, it’s convenient, it’s not nearly as advanced as the one by Zendesk. We hope that this Intercom VS Zendesk comparison helps you choose one that matches your support, marketing, and sales needs. But in case you are in search of something beyond these two, then ProProfs Chat can be an option. While they like the ease of use this product offers its users, they’ve indeed rated them low in terms of services. So, whether you’re a startup or a global giant, Zendesk’s got your back for top-notch customer support.

Well, I must admit, the tool is gradually transforming from a platform for communicating with users to a tool that helps you automate every aspect of your routine. So you see, it’s okay to feel dizzy when comparing Zendesk vs Intercom platforms. Their reports are attractive, dynamic, and integrated right out of the box. You can even finagle some forecasting by sourcing every agent’s assigned leads. You could say something similar for Zendesk’s standard service offering, so it’s at least good to know they have Zendesk Sell, a capable CRM option to supplement it.

Apply our “Migrate content translations” opportunity and import translated language versions of each article automatedly. In terms of pricing, Intercom is considered one of the most expensive tools on the market. To sum things up, one can get really confused trying to make sense of the Zendesk suite pricing, let alone calculate costs. If you’d want to test Intercom vs Zendesk before deciding on a tool for good, they both provide free trials for 14 days. But sooner or later, you’ll have to decide on the subscription plan, and here’s what you’ll have to pay. Zendesk is a ticketing system before anything else, and its ticketing functionality is overwhelming in the best possible way.

Migration Wizard is a cloud-based SaaS that doesn’t require installation. Also, you can share the access to Demo or Full Data Migration with your team member or customer. Test any of HelpCrunch pricing plans for free for 14 days and see our tools in action right away. To sum up this Intercom vs Zendesk battle, the latter is a great support-oriented tool that will be a good choice for big teams with various departments. Intercom feels more wholesome and is more client-success-oriented, but it can be too costly for smaller companies.

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions like never before. In terms of G2 ratings, Zendesk and Intercom are both well-rated platforms. 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.

This is because Zendesk has rate limits on how many records can be accessed or transferred per minute or hour. The rate limits also depend on what type of licensing plan you have with Zendesk. For example, an Enterprise plan will allow you to transfer your data at a faster rate than a Professional plan. It can team up with tools like Salesforce and Slack, so everything runs smoothly. Free trials include unlimited changes, active flows, connected tools, custom fields, and more. Find out how easy it is to connect tools with Unito at our next demo webinar.