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Zoho Desk vs Intercom Comparison
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Overview
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features...
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-based...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
14
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
38
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.
KB
Keith B.
You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.
CS
Cherrelle S.
I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.
AR
Anonymous Reviewer
Pros
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
Aleksandr S.
Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.
Anna K.
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
SN
Susanna N.
Cons
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.
Kassy C.
The user interface can be a bit confusing if you are an entry level user.
Matthew H.
Lack of customization options in the lower subscription tiers.
BD
Ben D.
Cons
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
SN
Susanna N.
We have stuck with intercom for 4 years at this point and no plans to leave.
AR
Anonymous Reviewer
Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
Aleksandr S.
Key features
- Total features143
- @mentions
- AB Testing
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Responses
- Automated Routing
- Batch Communications
- Billing & Invoicing
- CAN SPAM Compliance
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- Call Scripting
- Call Transfer
- Campaign Management
- Canned Responses
- Case Management
- Cataloging/Categorization
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Communication Management
- Community Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Contextual Guidance
- Conversion Rate Optimization
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable CTAs
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Document Management
- Document Storage
- Drip Campaigns
- Dynamic Content
- Email Campaign Management
- Email Management
- Email Marketing
- Email Templates
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Sales / Marketing
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Language Detection
- Lead Capture
- Lead Database Integration
- Lead Nurturing
- Lead Qualification
- Lead Segmentation
- Lead Verification/Validation
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile Optimized Emails
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Chat
- Process/Workflow Automation
- Project Management
- Prospecting Tools
- Quality Assurance
- Query Suggestions
- Queue Management
- Quotes/Estimates
- ROI Tracking
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Screen Sharing
- Search/Filter
- Segmentation
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- Video Support
- Virtual Assistant
- VoIP Connection
- WYSIWYG Editor
- Website Integration
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management
- Total features95
- @mentions
- AB Testing
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Appointment Management
- Assignment Management
- Audit Trail
- Auto-Responders
- Automated Responses
- Automated Routing
- Batch Communications
- Billing & Invoicing
- CAN SPAM Compliance
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Routing
- Call Scripting
- Call Transfer
- Campaign Management
- Canned Responses
- Case Management
- Cataloging/Categorization
- Chat/Messaging
- Chatbot
- Churn Management
- Client Portal
- Code-free Development
- Collaboration Tools
- Communication Management
- Community Management
- Configurable Workflow
- Contact Database
- Contact Management
- Content Management
- Contextual Guidance
- Conversion Rate Optimization
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Support
- Customer Surveys
- Customizable Branding
- Customizable CTAs
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions / Forums
- Document Management
- Document Storage
- Drip Campaigns
- Dynamic Content
- Email Campaign Management
- Email Management
- Email Marketing
- Email Templates
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- For Sales / Marketing
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Help Desk Management
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Interaction Tracking
- Interactive Content
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Language Detection
- Lead Capture
- Lead Database Integration
- Lead Nurturing
- Lead Qualification
- Lead Segmentation
- Lead Verification/Validation
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile Optimized Emails
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Channel Marketing
- Multi-Language
- Multiple User Accounts
- Natural Language Processing
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On-Demand Communications
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Management
- Performance Metrics
- Personalization
- Pre-Configured Bot
- Predictive Analytics
- Prioritization
- Proactive Chat
- Process/Workflow Automation
- Project Management
- Prospecting Tools
- Quality Assurance
- Query Suggestions
- Queue Management
- Quotes/Estimates
- ROI Tracking
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Consumer-facing Chat
- Real-time Updates
- Recurring Issues
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Screen Sharing
- Search/Filter
- Segmentation
- Self Service Portal
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Spam Blocker
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Text Analysis
- Text Editing
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Usage Tracking/Analytics
- Video Support
- Virtual Assistant
- VoIP Connection
- WYSIWYG Editor
- Website Integration
- Website Visitor Tracking
- Widgets
- Workflow Configuration
- Workflow Management
Integrations
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AR
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