Try our new research platform with insights from 80,000+ expert users

Intercom Customer Communications Platform vs Zoho Desk comparison

Intercom and Zoho are both solutions in the CRM Customer Engagement Centers category. Intercom is ranked #10 with an average rating of 9.5, while Zoho is ranked #6 with an average rating of 8.1. Intercom holds a 1.0% mindshare in CCEC, compared to Zoho’s 2.1% 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
  • 281 Views
  • 34 Comparison Views
100% willing to recommend
Zoho Desk
Read 21 Zoho Desk reviews
  • 1,184 Views
  • 71 Comparison Views
90% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Apr 20, 2025

Zoho Desk and Intercom compete in the customer service platform category. While Zoho Desk offers strong pricing and support, Intercom holds an advantage with advanced features.

Features: Zoho Desk provides robust ticket management, automation capabilities, and multi-channel support. Intercom offers powerful messaging, automation with bots, and extensive integration options.

Ease of Deployment and Customer Service: Zoho Desk is known for straightforward deployment and responsive customer service. Intercom's deployment is rapid, focusing on personalized onboarding experiences.

Pricing and ROI: Zoho Desk is noted for competitive pricing and low setup costs, offering a solid ROI for budget-conscious businesses. Intercom, despite higher setup costs, offers significant long-term ROI potential through feature-rich engagement tools.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Intercom Customer Communications Platform vs. Zoho Desk Report (Updated: July 2025).
Buyer's Guide
Intercom Customer Communications Platform vs. Zoho Desk
July 2025
Download the complete report
Helped 862,543 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
10th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
CRM (25th), Social CRM (6th)
Zoho Desk
Ranking in CRM Customer Engagement Centers
6th
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
21
Ranking in other categories
Help Desk Software (8th)
 

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 1.0%, up from 0.4% compared to the previous year. The mindshare of Zoho Desk is 2.1%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Kumar Abhishek Anand - PeerSpot reviewer
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.
Read full review
Babatunde-Olugbode - PeerSpot reviewer
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.
Read full review

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."
"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The product has a lot of features."
"The initial setup is easy."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
More Zoho Desk pros
 

Cons

"Sometimes, the solution lags and takes time to update something."
"It would be beneficial if there was a way to train the AI to better understand customer language."
"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."
"They could enhance the product’s features to customize the automated email responses."
"The solution could improve its stability and scalability."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"It could be easier to link Zoho Desk and Outlook."
"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."
"The solution should provide an option to autofill some values while creating tickets."
More Zoho Desk cons
 

Pricing and Cost Advice

Information not available
"Zoho Desk's pricing is more flexible."
"Zoho Desk's cost is pretty much okay."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"For what it does, it's quite cheap."
"The solution costs INR 8400 per user."
"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 product costs $10 to $25 per user per month."
More Zoho Desk pricing and cost advice
report
See which vendors are best for you
Use our free recommendation engine to learn which CRM Customer Engagement Centers solutions are best for your needs.
See recommendations
862,543 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
18%
Educational Organization
12%
Manufacturing Company
12%
Government
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Intercom Customer Communications Platform?
The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.
See all answers
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...
See all answers
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...
See all answers
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...
See all answers
 

Comparisons

No data available
ServiceNow vs Zoho Desk Logo
ServiceNow vs Zoho Desk
Compared 39% of the time
ManageEngine ServiceDesk Plus vs Zoho Desk Logo
ManageEngine ServiceDesk Plus vs Zoho Desk
Compared 13% of the time
Freshdesk vs Zoho Desk Logo
Freshdesk vs Zoho Desk
Compared 8% of the time
JIRA Service Management vs Zoho Desk Logo
JIRA Service Management vs Zoho Desk
Compared 6% of the time
ConnectWise PSA vs Zoho Desk Logo
ConnectWise PSA vs Zoho Desk
Compared 6% of the time
More Zoho Desk Competitors
 

Product Reports

Buyer's Guide
CRM Customer Engagement Centers
July 2025
Intercom Customer Communications Platform reportDownload Intercom Customer Communications Platform product report
Buyer's Guide
Zoho Desk
June 2025
Zoho Desk reportDownload Zoho Desk product report
 

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
July 2025
Free Report: Intercom Customer Communications Platform vs. Zoho Desk
Find out what your peers are saying about Intercom Customer Communications Platform vs. Zoho Desk and other solutions. Updated: July 2025.
DOWNLOAD NOW
862,543 professionals have used our research since 2012.
See our Intercom Customer Communications Platform vs. Zoho Desk report.
See our list of best CRM Customer Engagement Centers vendors.

We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.