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Nucleus Research

The ROI of switching to Zendesk

Outgrown Intercom? See why growing support teams switch to Zendesk for greater control, less manual work, and a platform built to scale.

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What's inside

Unlike chat-centric platforms like Intercom, Zendesk was built to resolve, not just respond. But don’t just take our word for it. Nucleus Research found that migrating to Zendesk from Intercom yields measurable operational gains.

54% faster resolution time

Zendesk eliminates the need for manual queue monitoring and allows for redeploying resources to higher-value work.

35% TCO savings

Thanks to license consolidation and reduced administrative overhead, Zendesk provides a more cost-effective solution for customer support.

61% drop in first response time

And that’s just the average. According to Nucleus, some teams reduced response times by 90% after migrating to Zendesk.

90%

Bot satisfaction (BSAT) rate

43%

Automation rate

“With Zendesk’s AI agents, Propelus saved 2,480 hours of work, which is equivalent to 14 months of full time work.”

Meg Smith

Senior Director of Customer Support, Propelus

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Frequently asked questions

Teams choose Zendesk over Intercom because it's built for long-term scalable service. Zendesk provides a unified omnichannel platform that includes native quality assurance and workforce management tools. With proactive AI agents and copilot, support for over 80 languages, and advanced reporting capabilities, it's no wonder why Zendesk is a trusted leader in CX.

See why Zendesk is the ROI-driven choice for support

Download the report