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 9.0, while Zoho is ranked #7 with an average rating of 7.7. Intercom holds a 2.8% mindshare in CCEC, compared to Zoho’s 3.1% mindshare. Additionally, 75% of Intercom users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Intercom Customer Communica...

Read 3 Intercom Customer Communications Platform reviews

1,152 Views
138 Comparison Views

75% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,350 Views
189 Comparison Views

90% willing to recommend

Intercom Customer Communica...

Zoho Desk

Comparison Buyer's Guide

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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: December 2025).

Buyer's Guide

Intercom Customer Communications Platform vs. Zoho Desk

December 2025

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Helped 879,711 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

9.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

CRM (20th), 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 January 2026, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 2.8%, up from 0.4% compared to the previous year. The mindshare of Zoho Desk is 3.1%, up from 1.2% 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	2.8%
Other	94.1%

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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JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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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

"With Zendesk, we have much more signals that we could use to understand better our client patterns."

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

"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 initial setup is easy."

"The product has a lot of features."

"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 solution doesn't have any bugs."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

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

"The product provides communication features like chats and calls."

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."

More Zoho Desk pros

Cons

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

"The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything."

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

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

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

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

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

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

"The solution should provide an option to autofill some values while creating tickets."

"Zoho Desk lacks lookup fields for the layouts."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

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."

"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."

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

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

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

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk's pricing is more flexible."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

14%

Computer Software Company

13%

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?

We did not explore them. The problem with Intercom Customer Communications Platform was a little bit of the implementation. It was complicated to use to actually get the automations and everything....

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

Intercom Customer Communications Platform is for monitoring and visualizing data. Basically, it is used to know exactly what is happening. We monitor the software via logs, and whatever errors appe...

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

Since I was not part of the pricing discussion, I am not completely sure about the conditions that we had at the moment, so I could not tell you exactly. My overall review rating for Intercom Custo...

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

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Compared 20% of the time

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Compared 19% of the time

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Compared 14% of the time

Attio vs Intercom Customer Communications Platform

Compared 14% of the time

Zendesk vs Intercom Customer Communications Platform

Compared 13% of the time

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Compared 21% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 15% of the time

Freshdesk vs Zoho Desk

Compared 12% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

Spiceworks vs Zoho Desk

Compared 7% of the time

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Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Intercom Customer Communications Platform report

Download Intercom Customer Communications Platform product report

Buyer's Guide

Zoho Desk

December 2025

Download 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

December 2025

Free Report: Intercom Customer Communications Platform vs. Zoho Desk

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