Intercom Customer Communications Platform vs Zoho Desk comparison

Intercom and Zoho are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #8 with an average rating of 10.0, while Zoho is ranked #7 with an average rating of 7.7. Intercom holds a 2.1% mindshare in CCEC, compared to Zoho’s 3.1% mindshare. Additionally, 100% of Intercom users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Intercom Customer Communica...

Read 2 Intercom Customer Communications Platform reviews

713 Views
86 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,226 Views
135 Comparison Views

90% willing to recommend

Intercom Customer Communica...

Zoho Desk

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Executive SummaryUpdated on Nov 2, 2025

Zoho Desk and Intercom compete in customer communication and support management. Zoho Desk leads in pricing and support, while Intercom distinguishes itself with its advanced features.

Features: Zoho Desk provides multi-channel support, automation tools for ticket management, and effective support functions. Intercom offers advanced messaging features, chatbot capabilities, and personalized customer interaction tools. The main difference lies in Intercom's sophisticated engagement tools enhancing communication efficiency.

Ease of Deployment and Customer Service: Zoho Desk is known for straightforward deployment and excellent customer service, offering easy accessibility. Intercom requires more intricate setup but offers comprehensive support and onboarding resources, providing extensive guidance despite the initial effort needed.

Pricing and ROI: Zoho Desk is recognized for cost-effective plans providing favorable ROI, attractive to budget-conscious businesses. Intercom has higher setup costs yet promises substantial ROI with its premium features, representing a higher price point for enhanced functionality and potential long-term gains.

To learn more, read our detailed Intercom Customer Communications Platform vs. Zoho Desk Report (Updated: November 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. Zoho Desk

November 2025

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Helped 872,922 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Intercom Customer Communica...

Ranking in CRM Customer Engagement Centers

8th

Average Rating

9.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

CRM (19th), Social CRM (6th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

7th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (9th)

Mindshare comparison

As of November 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 2.1%, up from 0.3% compared to the previous year. The mindshare of Zoho Desk is 3.1%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Zoho Desk	3.1%
Intercom Customer Communications Platform	2.1%
Other	94.8%

CRM Customer Engagement Centers

Featured Reviews

Kumar Abhishek Anand

Director at Revivo Technologies

Customer support has improved significantly with seamless chat integration for quick resolutions

The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."

"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The solution doesn't have any bugs."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

"The ticketing feature is very easy to use, compared to other systems."

"It is a scalable platform."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The most valuable features of Zoho Desk are archiving queries and analytics."

More Zoho Desk pros

Cons

"It would be beneficial if there was a way to train the AI to better understand customer language."

"Sometimes, the solution lags and takes time to update something."

"As per customer requirements, it may have some limitations."

"The solution could improve its stability and scalability."

"There is room for improvement with the pricing."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"There is room for improvement in terms of integration."

"The solution needs to have more customization on alerts and notifications."

"Zoho Desk needs to be enhanced to support IT service management policies."

More Zoho Desk cons

Pricing and Cost Advice

Information not available

"For what it does, it's quite cheap."

"Zoho Desk is a cost-effective solution."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The product costs $10 to $25 per user per month."

"Zoho Desk's cost is pretty much okay."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

14%

Manufacturing Company

12%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

Questions from the Community

What needs improvement with Intercom Customer Communications Platform?

For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...

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What is your primary use case for Intercom Customer Communications Platform?

When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...

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What advice do you have for others considering Intercom Customer Communications Platform?

I would recommend the Intercom Customer Communications Platform to other users as it enables superior customer service delivery. Having tried other platforms, this has proven to be the most effecti...

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

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Compared 51% of the time

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Product Reports

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CRM Customer Engagement Centers

October 2025

Intercom Customer Communications Platform report

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Buyer's Guide

Zoho Desk

October 2025

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Also Known As

Intercom

No data available

Overview

Intercom Customer Communications Platform enhances interactions by offering robust tools designed to streamline customer engagement and support, effectively catering to modern business communication needs.

Providing a comprehensive approach to customer interaction, Intercom facilitates seamless conversation management through its adaptable suite of messaging, logistical, and analytical features. Frequently utilized for customer support and marketing, its flexibility and user-friendly design encourage efficient communication. While offering valuable insights through analytics, some users note areas for improvement in customizability and pricing models, pointing towards a potential enhancement in fine-tuning its cost-effectiveness and adaptability to diverse business strategies.

What are the standout features of Intercom?

Live Chat: Immediate customer support through real-time messaging.
Automated Bot: Streamlines inquiries by handling routine questions.
Integration Capabilities: Connects seamlessly with third-party tools.
Inbox Management: Organizes conversations for efficient response.

What benefits and ROI should users look for?

Enhanced Customer Satisfaction: Faster resolutions lead to happier clients.
Improved Team Efficiency: Automation reduces manual workload.
Actionable Analytics: Data-driven insights optimize strategies.
Scalable Solutions: Adapts to growing business demands.

Industries such as e-commerce, SaaS, and tech-driven businesses often implement Intercom for its ability to provide personalized customer journeys. Its messaging platform excels in maintaining customer relationships and resolving issues quickly, which is crucial in these fast-paced sectors.

Intercom

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Intercom Customer Communications Platform vs. Zoho Desk

November 2025

Free Report: Intercom Customer Communications Platform vs. Zoho Desk

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