Customization is an area in which Zendesk shines. Through paid add-ons, Zendesk allows for robust customization to fit your business’s data needs - at a premium, of course. One such customization includes Zendesk Explore, a proprietary analytics product that touts omnichannel analytics and customer engagement metrics across multiple marketing and service channels. Beyond Explore, Zendesk dashboard features enable service leaders to simply interpret, evaluate, and improve team performance and ticket throughput. Another interesting add-on offered by Zendesk is Collaboration. With this add-on, Zendesk provides the teams with the ability to share and align with team members across departments.
Intercom is more of a specialized point solution and is suited for smaller teams than Zendesk, and therefore, is more difficult to customize. Intercom does offer customizable bots with code-free editing to match the look and feel of the website where they live. Intercom pricing packages can also be customized with add-ons for conducting product tours, account-based marketing, multi-channel campaigns, and resolution reporting.