What users are saying about

Intercom

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Top Rated
138 Ratings
15 Ratings
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Score 8.8 out of 101

Intercom

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Top Rated
138 Ratings
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Score 8.9 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is a fully GUI based system that requires very little or no coding. That allows for a very quick deployment of a new install and for adding new features. Therefore, it works great for companies that don't want to write a new system from the ground up.
Don Ruxton profile photo

Intercom

Intercom is very well suited for all kinds of teams. Its powerful framework can be easily used by novices and experts alike to send automated notifications and messages to users on a website. Once the scripts have been installed on your website, setting up targeted alerts can be done at the click of a few buttons and requires no technical knowledge. You need minimal technical support in order to get the scripts up and running. Intercom is great for sales, support and marketing teams alike and has a very easy learning curve. You can set up a test environment on your website using Intercom's test mode to try out different alerts and notifications as well before trying it on your production environment.
No photo available

Feature Rating Comparison

Incident and problem management

Agiloft Flexible Service Desk Suite
9.6
Intercom
Organize and prioritize service tickets
Agiloft Flexible Service Desk Suite
10.0
Intercom
Service restoration
Agiloft Flexible Service Desk Suite
10.0
Intercom
Self-service tools
Agiloft Flexible Service Desk Suite
9.6
Intercom
Subscription-based notifications
Agiloft Flexible Service Desk Suite
10.0
Intercom
ITSM reports and dashboards
Agiloft Flexible Service Desk Suite
8.2
Intercom

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Intercom
Configuration mangement
Agiloft Flexible Service Desk Suite
8.8
Intercom
Policy and contract enforcement
Agiloft Flexible Service Desk Suite
9.6
Intercom

Change management

Agiloft Flexible Service Desk Suite
9.8
Intercom
Change requests repository
Agiloft Flexible Service Desk Suite
9.6
Intercom
Service-level management
Agiloft Flexible Service Desk Suite
10.0
Intercom

Pros

  • Agiloft is amazingly flexible, making it fast and easy to customize and develop sophisticated systems.
  • It has an astonishingly complete set of features. It can do everything we have wanted it to do.
  • Agiloft's customer support is great. They always provide a rapid response to our questions.
Max Henrion profile photo
  • Ease of use. I previously had no experience with a solution of this nature and it took me all but five minutes to get started and probably half a day to progress to the intermediate level. Now I feel like an experienced user of the product
  • Plethora of capabilities - chat solutions are normally confined to just that - chat. Intercom does so much for our business and the way it connects all the elements makes executing strategies rather intuitive.
  • Personalization. Each rep/agent is able to take on a persona of their own and develop key relationships with clients
  • Re-assignment and triage is extremely easy with us able to transfer cases based on rules or manually within the UX
  • The mobile app is friendly and although it requires some tweaks, makes it amazing to engage with prospects at all times of the day when we are away from the computer
  • We like the new bots feature and have created custom journeys to help steer prospects through a journey if our attendants are not available. In addition, we have heard about using these bots for active users but have not gone there yet
  • Video snippets are immensely valuable in standing out from the crowd!
Dailius Wilson profile photo

Cons

  • With flexibility comes complexity, so we have needed to use consulting time to implement some of our needs. The learning curve can be steep, but the product can accommodate nearly any scenario.
  • At one point we seemed to have some performance issues, but those seem to be in the past.
  • The text messaging integration would be nice.
No photo available
  • Intercom could be better at integrating with Salesforce. Ideally we'd love for Intercom to sync communications with Contacts and Accounts, and I currently am not aware of a way to do this smoothly.
  • While Intercom already does a great job of providing insight into individual Engagement message analytics, I'd love to see some valuable advanced reporting and analytics dashboards of our communication and interaction with users, as well as user activity.
  • Intercom provides detailed filtering for attributes, but it would help my team and I if even more advanced filter logic were available, similar to Salesforce's filter logic.
Bethany Chan profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
We have invested a lot of effort in tailoring the solution to our needs. Our users (both internal and external) are comfortable with it and we have aligned it with our workflow. We have also integrated it into our implementation processes and are working to connect it to our SDLC.
No photo available
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

Agiloft Flexible Service Desk Suite7.3
Based on 2 answers
For the most part, it is an easy and intuitive system to use. There are many small things that could be improved to make the system work even easier. However, overall it is very easy to use if you have a good grasp on computer programs and using them to build things. I do not have any computer science or programming background, and I am able to use this system with few problems.
Elizabeth Lepisto profile photo
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

Agiloft Flexible Service Desk Suite9.1
Based on 2 answers
We get excellent expert support whenever we need it, which is rarely because usually we can easily figure out what to do without needing help.
Max Henrion profile photo
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

N/A - Agiloft was already chosen as the tool we were going to use (by an employee that has now left the company) before I was given the assignment of working on this
Elizabeth Lepisto profile photo
Intercom is the best chat engagements software I've come across. I haven't evaluated many nor searched the market a lot. But I talk to companies every day and often recommend Intercom if they aren't already using it. Some companies merit a ticket tracking system and others prefer a human chat element, it depends on the business model. From my understanding and market perception, Intercom is a clear leader in support chat applications
Corey Calder profile photo

Return on Investment

  • Increased efficiency on certain processes. Our time sheets were done previously in excel spreadsheets, which HR had to constantly remind everyone to do because they hated it. We created a tool for logging time sheets which is much easier and faster to do, and now employees don't dread it (as much). We also use print templates to automatically create documents to send to our clients, which previously had to be created manually. It also allows for information to be viewed at anytime, instead of waiting for someone to close a document first.
  • Linking together of information, and having one place for everything. Previously, we never had one place to store information and records. We had one place for this information, another for that information, and sometimes information went to one place and sometimes in some other place. We also used different tools for different things. Emails for this, our wiki for that, an excel spreadsheet for this other thing. Agiloft has allowed us to have one place where employees will go to do everything from requesting vacation days to doing tasks related to our product, to recognizing another employee's accomplishments.
  • Decreased efficiency on certain processes. However, there is a silver lining to this. These processes were previously as simple as you can get - logging information into a text file, which is then added to by other employees. There were no controls, no major checks, and things could easily be missed. Agiloft's system allows us to do things so that everything stands out and is seen, checked, and recorded in a much better way. The trade off for less efficiency is tough, but it will be worth it in the long run as we are more effective and accurate.
Elizabeth Lepisto profile photo
  • Customer success team has greatly benefitted from Intercom.
  • A lot of users can now be managed
  • Different people from different teams can be involved in solving customer queries.
Sundeep Gopal profile photo

Screenshots

Intercom

Pricing Details

Agiloft Flexible Service Desk Suite

General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
Additional Pricing Details

Agiloft Flexible Service Desk Suite 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