What users are saying about

ActiveCampaign

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Top Rated
69 Ratings

Intercom

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Top Rated
143 Ratings

ActiveCampaign

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Top Rated
69 Ratings
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Score 8.5 out of 101

Intercom

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Top Rated
143 Ratings
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Score 8.9 out of 101

Add comparison

Likelihood to Recommend

ActiveCampaign

ActiveCampaign is perfect for teams that want a lightweight, easy to use email software which still has the ability to deeply integrate with your codebase/business logic (through tagging via their API and automations).It strikes the balance nicely between allowing developers and marketers to collaborate --- simply instruct the developers to tag users appropriately in the business logic / code base, and then the marketers can use AC's automations initiated by a tag to come up with whatever complex follow-up they desire (all without bugging the developers again).
Ben Gelsey profile photo

Intercom

If you need a way to mass communicate with your clients on your technology platform, this is a GREAT tool. Rather than sending a mass e-mail that often gets ignored, you can communicate an announcement, product update, upcoming event etc. when a client logs into the back end of their website. The beauty is they are in the right frame of mind to read this message, and we've found far less people in the dark with what's going on. I also love the ability to personally have a conversation with someone. If they are in need of a quick support fix that takes less than 10 minutes - it's amazing to be able to "instant message" them the answer right then and there rather than have them submit a form that establishes a ticket which gets pushed to the bottom of the priority list. At that point, they're waiting hours (maybe even a day) before they receive an answer that could've taken one minute.
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Feature Rating Comparison

Email & Online Marketing

ActiveCampaign
7.7
Intercom
WYSIWYG email editor
ActiveCampaign
7.7
Intercom
Dynamic content
ActiveCampaign
7.3
Intercom
Ability to test dynamic content
ActiveCampaign
7.4
Intercom
Landing pages
ActiveCampaign
6.7
Intercom
A/B testing
ActiveCampaign
7.1
Intercom
Mobile optimization
ActiveCampaign
7.7
Intercom
Email deliverability
ActiveCampaign
8.3
Intercom
List management
ActiveCampaign
8.2
Intercom
Triggered drip sequences
ActiveCampaign
9.3
Intercom

Reporting & Analytics

ActiveCampaign
7.0
Intercom
Dashboards
ActiveCampaign
7.0
Intercom
Standard reports
ActiveCampaign
7.2
Intercom
Custom reports
ActiveCampaign
6.8
Intercom

Pros

  • Automations (based on tagging a user from your codebase via their API, start sending that user an email sequence)
  • Campaign Builder (as good as other tools such as Mailchimp)
  • Pricing (pay per contact, not per email sent. AND email addresses can be added to multiple lists and only count as 1 contact, unlike Mailchimp which would consider that 2 contacts)
Ben Gelsey profile photo
  • Handle proactive chat (appear on the website for the customer).
  • Handle reactive chat (customer requests a conversation, and agent replied).
  • Easy navigation for Intercom managers/IT support to see the range of options available to them for deploying the tool.
No photo available

Cons

  • It's reporting functionality is terrible. I can't emphasize this enough. There is not a path for ad hoc reports; only canned system reports and some ability to use advanced search and filters to "try" and work around this.
  • The form tool does not have the best styling capabilities.
  • Their list building / segmentation features are difficult to confidently maneuver when trying to establish unique paths for individual contacts based on certain triggers / behavioral actions.
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  • Automatically import all conversations to our CRM, the most common CRM that exists :)
  • Instead, our chat agents had to manually send every chat to our CRM after the conversation ended. This was not practical in a high-volume chat environment where agents would often understandably forget to import chats to our CRM after they were completed. If they missed this step, our customer data from that chat disappeared.
  • Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer. Expensive external add-ons for Intercom could not meet this need, either.
  • Overall customization. This is an elegant tool only if you are happy with the pre-built settings.
No photo available

Likelihood to Renew

No score
No answers yet
No answers on this topic
Intercom9.2
Based on 3 answers
It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ
Ariana Thompson profile photo

Usability

No score
No answers yet
No answers on this topic
Intercom9.0
Based on 1 answer
Intercom has really done a great job creating a focused product that provides huge value and is super easy to use. Our entire business group and a few engineering members are using it with no training whatsoever which is super rare for any platform.
Ziv Peled profile photo

Support

No score
No answers yet
No answers on this topic
Intercom7.2
Based on 2 answers
I got very good support so far. New product features and feature requests are a bit slow.
Ziv Peled profile photo

Implementation

No score
No answers yet
No answers on this topic
Intercom10.0
Based on 1 answer
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
Ziv Peled profile photo

Alternatives Considered

We have selected ActiveCampaign because it has all the basic features in marketing automation we wanted. It is a cheap and effective Marketing Automation software when you are a small business. We simply wanted a tool powerful enough to help us increase the number of new leads for a very low cost.
Audréa Trinh profile photo
SnapEngage allows you to:
  1. Customize CSAT/CES/NPS scores and questions from your customers about your agents.
  2. Automatically import chats to your CRM.
SnapEngage is not a perfect tool but also allows easy stipulation-setting for when the chats should appear on different web pages. It also tracks these stats once they are live on the site.
No photo available

Return on Investment

  • We have saved a lot of time and we have improved significantly our communication. We were able to retain customers and increase the number of new leads at the same time.
  • Setting up and building all the automations can take a little bit of time but it is worth it.
Audréa Trinh profile photo
  • Intercom has enabled us to increase our NPS score by surveying clients while they’re actively using the product.
  • Intercom has been at the core of package upgrade campaigns, driving revenue.
  • Intercom’s custom bots are expensive, but they are saving us a lot of time.
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Pricing Details

ActiveCampaign

General
Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

ActiveCampaign More Information

Intercom

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Intercom More Information