Prime Intercom Options for Buyer Service in 2023

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60% of enterprise leaders say that offering wonderful customer support will increase shopper retention.1 Intercom, famend for its buyer relationship administration providers, initially emerged as a chat widget supplier. Whereas it provides a spread of pricing, options, and functionalities, it could not align with the wants of each group. There are various options in the marketplace that is perhaps higher suited to satisfy the particular calls for of various corporations.

On this article, we checklist the potential limitations of Intercom based mostly on its scores, value plans, and consumer opinions; and study prime Intercom options to assist tech consumers on their B2B shopping for journey.

Distributors Whole opinions* Common ranking
Salesforce Service Cloud 4.581 4.4/5
Zendesk Help Suite 10,346 4.2/5
Zoho Desk 7,182 4.4/5
Freshdesk 6,593 4.4/5
Intercom 4,356 4.5/5
Entrance 2,250 4.5/5

*Overview counts are based mostly on G2, Capterra and TrustRadius knowledge as of 09/30/2023.

Notice: With Salesforce Service Cloud on the prime of the checklist, different distributors are ranked in accordance with their complete variety of opinions.

Distributors Low-code no-code growth Self-service choices Buyer suggestions and survey instruments Visible distant help Service cloud voice Software program integrations Supported languages
Salesforce Service Cloud Low code Add-on In premium plans 2500+ 35+
Zendesk Help Suite In premium plans 1200+ 30+
Zoho Desk 5000+ 40+
Freshdesk 650+ 30+
Intercom No code Add-on 350+ 44+
Entrance No info is out there. 100+

*Overview counts are based mostly on G2, Capterra and TrustRadius knowledge as of 09/30/2023.

Notice: With Salesforce Service Cloud on the prime of the checklist, different distributors are ranked in accordance with their complete variety of opinions.

Intercom is a buyer communications service utilized by 45,000+ clients that permits corporations to speak with their customers and clients for buyer help, lead era, e-mail advertising automation, and product advertising.

Pricing (per seat/month, billed yearly)

  • Starter: $742
  • Professional: $1533
  • Premium: Customized pricing based mostly on the variety of customers, individuals reached, and determination
  • A 14-day free trial is out there, then prices you $0.99 per decision.4

Person Scores

  • G2: 4.5/5
  • Capterra: 4.5/5
  • Trustradius: 8.8/10

Cons

Complicated pricing: It is perhaps dearer than different stay chat software program selections, particularly for giant enterprises. The professional/premium component plans can result in $1000+ prices per seat/ month.

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Supply: Intercom 5

Determine 1 : Worth construction of Intercom

Unfair billing: The ‘individuals reached’ are the person customers who obtained a minimum of one outbound message from you within the earlier 30 days. Your price might differ based mostly on the variety of customers who communicated with bots or obtained an outbound e-mail, message, or cellphone name.

You possibly can attain 1,000 people with the starter plan, nevertheless, in the event you exceed that restrict, you can be charged for a further 1,000 reaches priced at $15 further consumer/month for the starter plan (see determine 2). buqoYI GBzu09zk475ZJMEdi1MMgDCb0FlrD0lK PLXwxX10DuKNt6ZtxNOCarQeHLGz

Supply: Intercom 6

Determine 2: Intercom’s pricing instance for extra individuals (for starter plan, month-to-month billed)

Poor customer support: Customers who tried to obtain info on a function can’t get it since they don’t have an “annual subscription”, the platform’s buyer help group incessantly ignores and shifts tickets to different departments. 7

Restricted options on non-premium plans: Some customers assume that premium plan options similar to personalized analytics will be extra accessible. Customers imagine having time-limited demos of options can be extra engageable for potential early adopters.810

Lengthy inquiry response time: The shopper help group’s first response time is lengthy, some customers needed to wait 3 days in chat to elucidate the issue and to get a solution.11

Salesforce Service Cloud analysis

Salesforce Service Cloud is a completely customizable all-in-one customer support and assist desk platform that integrates seamlessly with different Salesforce merchandise. Based in 1999, Salesforce helps companies of all sizes and industries of their digital transformation course of in customer support by leveraging the facility of real-time knowledge, synthetic intelligence (AI), machine studying, and automation. 

Pricing (seat/mo)

  • Starter: $2512
  • Skilled: $8013
  • Enterprise: $16514
  • Limitless: $33015

Person Scores

  • G2: 4.3/5
  • Capterra: 4.4/5
  • Trustradius: 8.9/10

Execs

Detailed analytics and reporting: Customers draw consideration to the platform’s sturdy analytics and reporting capabilities offering significant insights similar to key efficiency indicators highlighting response occasions and buyer satisfaction charges.16

Person-friendly reporting for non-tech individuals: Service Cloud is straightforward to make use of, and customers emphasize that they obtain almost 100% adoption through the use of the intuitive interface, enhancing productiveness.17

Prime-notch customer support: Service Cloud is a robust customer support device, and its buyer help group assists customers in resolving advanced operational and technical points by consistently speaking with the customers to discover a tailor-fit answer to their issues.18

Streamlined workflow: Service Cloud can simply combine with robotic course of automation options. It’s easy to attach with social networks for shopper inquiries, delivering workflow automation within the office and permitting the customer support group to seamlessly combine a number of communication strategies.19

Clear billing: It has a clear billing coverage. Prospects who need a customizable plan can clearly perceive the worth of every further function.20

Cons

Lengthy report era time: Service Cloud might develop into quite sluggish when utilizing reporting capabilities.21

An inadequate variety of metrics: Extra metrics and AI options will be added to boost new options similar to omni channel routing, simplified troubleshooting, and deployment options.22

Complicated deployment and adaptation: It’s advanced to deploy and navigate the platform, which requires severe setup procedures to adapt to successfully match distinctive enterprise calls for.23

Costly licensing: The licensing bills associated to sure options and consumer licenses could also be too costly for smaller companies.24

Zendesk Help Suite analysis

Zendesk, based in Denmark, has been offering on-line omnichannel assist desk providers since 2007. Zendesk is completely centered on CX. The platform lets IT, advertising, customer support, and HR departments management, handle, and schedule help inquiries from a single location. It’s possible you’ll service shoppers by way of their chosen channels by way of stay chat/assist heart, e-mail, cellphone, and social media integration by way of a unified workspace.

Person Scores

  • G2: 4.3/5
  • Capterra: 4.4/5
  • Trustradius: 7.9/10

Pricing (consumer/mo, billed yearly)

  • Suite group: $5525
  • Suite progress: $8926
  • Suite skilled: $11527
  • Suite enterprise: Contact with the seller

Execs

Multi-channel help: Prospects say the platform has an distinctive buyer relationship administration and help system that simplifies ticket administration, and buyer expertise which allows them to combine with e-mail, cellphone, stay chat, and messaging apps.28

Profitable cross-platform integrations: ZenDesk effectively integrates with different standard purposes, similar to CRM or mission administration programs, bettering buyer administration and workflow effectivity.29

Unified workspace: It allows the client success group to have a 360° view of the client tickets, leading to excessive buyer satisfaction.30

Automated ticket course of: It streamlines the ticketing course of, when an inquiry is created or closed, a notification e-mail is routinely despatched to the client, hereby, shortening the response occasions.31

Cons

Visibility will be improved: It’s troublesome to watch finish customers and monitor/file tickets since Zendesk’s interface has only a tiny sidebar textual content field with no central repository.32

Hidden prices: There are further prices for options that they declare are “included together with your subscription”.33

Gross sales help calls are deceptive: Some customers have charged additional for inconclusive gross sales calls.34

Restricted options on primary plans: Companies similar to stay chat and messaging, in addition to self-service software program are solely provided on high-cost progress {and professional} plans.

Zoho Desk analysis

Zoho Desk is a cloud-based assist desk service for organizations, trusted by over 100,000 companies worldwide, providing buyer help ticket administration and shopper relationship administration.

Pricing (seat/mo, ranging from)

  • Specific: $7.0035
  • Customary: $14.0036
  • Skilled: $23.0037
  • Enterprise: $40.0038
  • A 15-day free trial is out there for as much as 3 seats.

Person Scores

  • G2: 4.4/5
  • Capterra: 4.5/5
  • Trustradius: 8.9/10

Execs

Highly effective integration: Zoho Desk works successfully with different Zoho merchandise and third-party purposes, making a streamlined workflow.39

Simple to make use of: Zoho Desk is a extremely sensible, simple-to-use, and handy customer support device that assists customers in fixing inquiries efficiently.40

Reporting and analytics: The reporting and analytics present detailed insights into operations, enabling customers to see patterns, monitor efficiency, and make data-driven modifications.41

Multi-channel help: Zoho combines chat, e-mail, and social media into one built-in platform, which simplifies communication and ensures that no shopper question is unanswered.42

Cons

Poor customer support communication: Receiving help and clear replies from the customer support agent is problematic.43

Complicated options: It’s unclear what options can be found and the way they need to be mixed to develop a personalized self-service help desk.44

Inadequate customization: Zoho Desk lacks customization.45

Freshdesk analysis

Freshdesk is a customer support software program to optimize your organization’s shopper help. It supplies seamless help throughout quite a few channels, together with chat, e-mail, cellphone, social media platforms, and AI bots, in a single platform. Freshdesk assists your group in saving time, processing tickets, and minimizing repeated guide labor by leveraging synthetic intelligence (AI), and automation.

Pricing (seat/mo)

  • Development: $15.0046
  • Omni-channel progress: $29.0047
  • Professional: $48.9948
  • Omni-channel professional: $59.0049
  • Enterprise: $69.0050
  • Omni-channel enterprise: $99.0051

Person Scores

  • G2: 4.4/5
  • Capterra: 4.5/5
  • Trustradius: 8.6/10

Execs

Person-friendly UI: The UI is very user-friendly and easy, with no unimportant options floating about, enabling customers to effortlessly categorize and prioritize a number of topics.52

Multi-channel help: Freshdesk contains a unified office by streamlining contacts and conversations between clients and repair groups. It consists of quite a lot of autonomous interfaces, similar to cellphone, e-mail, social media, and chat to assist with productiveness and effectivity. It promotes a wider attain and higher documentation of buyer engagement and communication.53

Automation: Freshworks’ automation options assist to scale back guide duties, enhance effectivity, and assure fast responses to buyer conversations. The platform’s automated ticketing system permits companies to rearrange and prioritize buyer queries and acquire particular info from clients, facilitating distinctive and environment friendly responses.54

In depth information base: Assortment of articles, FAQs, and self-help guides reduces help tickets, serving to clients to search out options by themselves.55

Cons

Costly for small companies: For small companies or startups, the worth choices is perhaps exceedingly pricey.  Freshdesk might introduce cheaper plans or extra versatile pricing plans.56

The spam function will be improved: The spam filter will be extraordinarily restrictive, mistakenly categorizing requests as spam after which filtering them wrongly.

Entrance analysis

Entrance is a customer support platform that emphasizes human interplay. Entrance’s objective is to construct deep, particular person connections with shoppers quite than contemplate them as tickets to simplify communication whereas offering superior service at scale.

Pricing (seat/mo, billed yearly)

Starter: $1557

Development: $4958

Scale: $7959

Person Scores

  • G2: 4.7/5
  • Capterra: 4.5/5
  • Trustradius: 8.6/10

Execs

Fast customer support: The service group rapidly responds to emails.60

Excessive variety of plug-in and integration choices: Customers admire an unlimited variety of plug and software program integration choices, enabling them to clean consumer expertise.61

Cons

No calendar function: The app lacks the Calendar function, customers can’t test the calendar.62

Gaps in show: Customers need a extra responsive design to make use of the display on small or massive shows, with out having gaps.

Nested emails: When quite a few emails with an an identical title arrive on the identical date, Entrance will nest them collectively, inflicting service suppliers to make errors.63

For extra on customer support software program

Try our different articles on buyer relationship administration and assist desk software program to find out about different standard choices like Zendesk, Salesforce Service Cloud, Freshdesk, or Entrance:

Transparency assertion

AIMultiple serves quite a few rising tech corporations, similar to Salesforce.

Discover the Proper Distributors

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