{"id":31580,"date":"2023-10-05T22:26:19","date_gmt":"2023-10-05T19:26:19","guid":{"rendered":"https:\/\/www.thrivedesk.com\/?p=31580"},"modified":"2025-10-04T15:57:50","modified_gmt":"2025-10-04T12:57:50","slug":"zendesk-vs-intercom","status":"publish","type":"post","link":"https:\/\/www.thrivedesk.com\/fr\/zendesk-vs-intercom\/","title":{"rendered":"Zendesk vs Intercom - Quelles sont les meilleures solutions de helpdesk ?"},"content":{"rendered":"

Running a rapidly expanding business comes with challenges. 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.<\/p>\n\n\n\n

Let\u2019s look at two of the best customer support software currently on the market.

Zendesk<\/strong>L'OG des logiciels d'assistance \u00e0 la client\u00e8le, contient tout ce dont vous avez besoin pour l'assistance, mais il est souvent critiqu\u00e9 pour sa complexit\u00e9. C'est l'exemple parfait de ce que l'on entend par \"les grandes fonctionnalit\u00e9s s'accompagnent d'une grande complexit\u00e9\".<\/p>\n\n\n\n

D'autre part, Interphone<\/strong> brings a dynamic approach to customer support. Its suite of tools goes beyond traditional ticketing and focuses on customer engagement and messaging automation. From in-app chat to personalized autoresponders, Intercom provides a unified experience across multiple channels, creating a support ecosystem that nurtures and converts leads.<\/p>\n\n\n\n

Intercom is considered more of a CRM than a helpdesk solution.<\/p>\n\n\n\n

As these platforms go head-to-head, we\u2019ll dissect their strengths, delve into their unique AI-powered capabilities, and help you determine which one holds the key to elevating your customer support and engagement strategies. So, get ready for an insightful journey through the landscapes of Zendesk and Intercom, where support excellence converges with AI innovation.<\/p>\n\n\n\n

NOTE RAPIDE :<\/strong> If you are a startup or SMB, Zendesk or Intercom might not be a good fit for you. Check out ThriveDesk, our take on customer support software for startups or SMBs.<\/p>\n\n\n\n

Zendesk vs Intercom at a glance<\/h2>\n\n\n\n
At a glance\u2026<\/th>Zendesk<\/th>Interphone<\/th><\/tr><\/thead>
Evaluation<\/td>4.3\/5<\/td>4.5\/5<\/td><\/tr>
Niche<\/td>Petites et moyennes entreprises<\/td>Petites et moyennes entreprises<\/td><\/tr>
Prix de d\u00e9part<\/td>$49<\/td>$74<\/td><\/tr>
Essai gratuit<\/td>14 jours<\/td>14 jours<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Aper\u00e7u de Zendesk<\/h2>\n\n\n
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\"Site<\/figure>\n<\/div>\n\n\n

Zendesk<\/strong> est votre alli\u00e9 de confiance en mati\u00e8re de service \u00e0 la client\u00e8le. Con\u00e7u pour tous les types d'entreprises, des petites startups aux entreprises g\u00e9antes, c'est l'arme secr\u00e8te qui rend les clients heureux.<\/p>\n\n\n\n

With Zendesk, customer questions are a breeze to handle. You get a dashboard that makes creating, tracking, and organizing tickets easy. It\u2019s like your customer support command center.<\/p>\n\n\n\n

Zendesk lets you chat with customers through email, chat, social media, or phone. So, no matter where your customers are, you\u2019re there too.<\/p>\n\n\n\n

De grands noms comme Airbnb et Shopify font d\u00e9j\u00e0 confiance \u00e0 Zendesk. C'est comme si vous aviez une \u00e9quipe d'assistance mondiale \u00e0 port\u00e9e de main.<\/p>\n\n\n\n

Zendesk fonctionne \u00e9galement bien avec les autres. Il peut s'associer \u00e0 des outils tels que Salesforce et Slack, pour que tout se passe bien.<\/p>\n\n\n\n

Ainsi, que vous soyez une startup ou un g\u00e9ant mondial, Zendesk vous soutient pour une assistance client de premier ordre.<\/p>\n\n\n\n

Overview of Intercom<\/h2>\n\n\n
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\"Plateforme<\/figure>\n<\/div>\n\n\n

Interphone<\/strong> is the go-to solution for businesses seeking to elevate customer support<\/a> and sales processes. With its user-friendly interface and advanced functionalities, Intercom offers a comprehensive suite of tools designed to effectively communicate and engage with customers.<\/p>\n\n\n\n

Intercom\u2019s messaging system enables real-time interactions through various channels, including chat, email, and in-app messages. Connect with customers wherever they are for timely assistance and personalized experiences.<\/p>\n\n\n\n

Experience targeted communication with Intercom\u2019s automation and segmentation features. Create personalized messages for specific customer segments, driving engagement and satisfaction.<\/p>\n\n\n\n

Streamline support processes with Intercom\u2019s ticketing system and knowledge base. Efficiently manage customer inquiries and empower customers to find answers independently.<\/p>\n\n\n\n

Seamlessly integrate Intercom with popular third-party tools and platforms, centralizing customer data and improving workflow efficiency.<\/p>\n\n\n\n

Gain valuable insights with Intercom\u2019s analytics and reporting capabilities. Track key metrics, measure campaign success, and optimize customer engagement strategies.<\/p>\n\n\n\n

Experience the comprehensive power of Intercom for effective customer communication, automation, support tools, integrations, and analytics.<\/p>\n\n\n\n

Zendesk vs Intercom: Key features and functionalities<\/h2>\n\n\n\n

When comparing Zendesk and Intercom, evaluating their core features and functionalities is essential to determine which platform best suits your organization\u2019s customer support needs. Let\u2019s explore how Zendesk and Intercom stack up in terms of basic functionalities required by a helpdesk software. <\/p>\n\n\n\n

Caract\u00e9ristiques<\/th>Zendesk<\/th>Interphone<\/th><\/tr><\/thead>



Int\u00e9grations<\/td>		Zendesk s'int\u00e8gre \u00e0 plus de 1 000 applications, dont Salesforce, HubSpot et Google Workspace.<\/td>Int\u00e9grations limit\u00e9es disponibles
<\/td><\/tr>


Portail en libre-service<\/td>		Zendesk propose un portail en libre-service o\u00f9 les clients peuvent trouver des r\u00e9ponses \u00e0 leurs questions et r\u00e9soudre eux-m\u00eames leurs probl\u00e8mes.<\/td>Intercom offers a self-service portal where customers can find answers to their questions, with a knowledge base, community forum, and articles<\/td><\/tr>

Chat en direct<\/td>		Zendesk propose un service de chat en direct qui permet aux agents du service client\u00e8le de communiquer avec les clients en temps r\u00e9el.<\/td>Intercom offers live chat for customer support agents to communicate with customers in real time<\/td><\/tr>


Rapports<\/td>		Zendesk offers a variety of reports that help businesses track customer support metrics, such as ticket volume, response time, and satisfaction des clients<\/a><\/td>Intercom offers limited reporting and analytics<\/td><\/tr>

Application mobile<\/td>		Zendesk propose une application mobile pour iOS et Android<\/td>Intercom offers a mobile app for both iOS and Android<\/td><\/tr>






AI<\/td>		Les chatbots IA de Zendesk sont aliment\u00e9s par Answer Bot, la technologie d'IA propre \u00e0 Zendesk. Answer Bot peut comprendre les questions courantes des clients et y r\u00e9pondre \u00e0 l'aide de votre base de connaissances. Answer Bot peut \u00e9galement \u00eatre utilis\u00e9 pour cr\u00e9er des chatbots personnalis\u00e9s capables de r\u00e9pondre \u00e0 des questions sp\u00e9cifiques de clients ou de fournir une assistance pour des produits ou services sp\u00e9cifiques<\/td>Intercom will soon release it\u2019s GPT 4 powered service client\u00e8le<\/a> bot called Fin. Fin will understand complex queries, ask clarifying questions, and fully converse with customers<\/td><\/tr>

Soutien \u00e0 la client\u00e8le<\/td>		Zendesk offre une assistance client\u00e8le 24 heures sur 24 et 7 jours sur 7 par t\u00e9l\u00e9phone, e-mail et chat.<\/td>Intercom offers 24\/7 customer support support via email and chat<\/td><\/tr>




Gestion des billets<\/td>		Zendesk excels in ticket management, providing a user-friendly interface for creating, tracking, and organizing customer tickets. Its customizable ticketing system allows agents to prioritize and assign tickets efficiently, ensuring timely responses and resolutions.<\/td>Intercom offers a robust ticketing system that centralizes customer inquiries, allowing support teams to effectively manage and resolve tickets. It provides features such as ticket assignment, escalation, and SLA management to streamline the ticket resolution process.<\/td><\/tr>





Automatisation<\/td>		Zendesk offre de puissantes capacit\u00e9s d'automatisation gr\u00e2ce \u00e0 ses fonctionnalit\u00e9s \"Triggers\" et \"Automation\". Celles-ci permettent aux entreprises d'automatiser les t\u00e2ches r\u00e9p\u00e9titives, d'envoyer des notifications et de d\u00e9finir des actions pr\u00e9d\u00e9finies en fonction de conditions sp\u00e9cifiques, ce qui permet de gagner du temps et d'am\u00e9liorer l'efficacit\u00e9.
<\/td>		Zoho\u2019s helpdesk solution provides automation features through its \u201cBlueprint\u201d functionality. With Blueprint, businesses can create automated workflows that guide agents through predefined steps, ensuring consistent and standardized support processes.
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Notre choix : Zendesk<\/h3>\n\n\n\n

Comparison Zendesk vs Intercom:<\/h2>\n\n\n\n

Caract\u00e9ristiques uniques<\/strong><\/p>\n\n\n\n

As you dive deeper into the world of customer support and engagement, you\u2019ll discover that Zendesk and Intercom offer some distinctive features that set them apart. Let\u2019s explore these unique offerings and see how they can benefit your business.<\/p>\n\n\n\n

Zendesk<\/strong><\/p>\n\n\n\n

One of Zendesk\u2019s standout features that we need to shine a spotlight on is its extensive marketplace of third-party integrations and extensions. Imagine having the power to connect your helpdesk solution with a wide range of tools and applications that your team already uses. Whether it\u2019s syncing data with your CRM, enhancing communication via messaging platforms, or automating tasks with productivity apps, Zendesk makes it possible.<\/p>\n\n\n\n

But here\u2019s the real game-changer: Zendesk\u2019s \u201cAnswer Bot.\u201d This isn\u2019t just any chatbot; it\u2019s a smart AI-driven buddy that can provide automated responses to customer queries. The result? Lightning-fast answers and happier customers. Say goodbye to long response times and hello to a more efficient support operation.<\/p>\n\n\n\n

Interphone<\/strong><\/p>\n\n\n\n

Now, let\u2019s shift our focus to Intercom\u2019s unique offerings. Intercom has a different approach, one that\u2019s all about sales, marketing, and personalized messaging. Intercom has your back if you\u2019re looking to supercharge your sales efforts. It\u2019s like having a toolkit for lead generation, customer segmentation, and crafting highly personalized messages. This makes it an excellent choice if you want to engage with support and potential and existing customers in real time.<\/p>\n\n\n\n

Both Zendesk and Intercom have AI capabilities that deserve special mention. Zendesk\u2019s AI (Fin) helps with automated responses, ensuring your customers get quick answers. On the other hand, Intercom\u2019s AI-powered chatbots and messaging are designed to enhance your marketing and sales efforts, giving you an edge in the competitive market.<\/p>\n\n\n\n

Pricing and plans<\/strong><\/p>\n\n\n\n

When evaluating helpdesk solutions such as Zendesk and Intercom, it is essential to grasp the pricing models and plans to ensure an informed choice. Let\u2019s examine the pricing structures of both platforms, assess their cost-effectiveness and scalability, and scrutinize any potential extra expenses or undisclosed fees associated with each platform.<\/p>\n\n\n\n

Prix Zendesk<\/strong><\/p>\n\n\n\n




Plans for everyone<\/td>		L'\u00e9quipe Suite<\/td>$49 per agent\/month billed annually<\/td><\/tr>
Croissance de la suite<\/td>$79 per agent\/month billed annually<\/td><\/tr>
Suite Professional<\/td>$99 per agent\/month billed annually<\/td><\/tr>


Plans for enterprises<\/td>		Suite Enterprise<\/td>$150 per agent\/month billed annually<\/td><\/tr>
It gets even more powerful<\/td>$215 per agent\/month billed annually<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n