What users are saying about

Intercom

Top Rated
125 Ratings

Agiloft Flexible Service Desk Suite

15 Ratings
Score 8.7 out of 101

Intercom

Top Rated
125 Ratings
Score 8.9 out of 101

Add comparison

Likelihood to Recommend

Agiloft Flexible Service Desk Suite

Agiloft is great for tracking events and recording the process to close the event out thoroughly and efficiently.
Matt Gibson profile photo

Intercom

Well suited for all types of SaaS companies who need a way of contacting visitors and users. We saved a lot of development time by utilising Intercom rather than building our own application. Intercom is a great all around tool that can be used across various departments and teams or just one. All of Intercom's modules/add-ons work well together, so it can be the one-stop product of contacting visitors to website, supporting users, and providing learning content.
Nikhil George profile photo

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
8.3
Intercom

ITSM asset management

Agiloft Flexible Service Desk Suite
9.2
Intercom
Configuration mangement
Agiloft Flexible Service Desk Suite
8.9
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

  • Keeps track of agenda items
  • Keeps track of hours spent on projects by contributor
  • Keeps a record of solutions
Matt Gibson profile photo
  • Intercom splits their chat really well. The chats are able to be split between internal notes and actual sent messages.
  • Tagging works really well in Intercom. You can tag each user and can also tag users in messages/internal notes so they can directly see messages intended for them.
  • Easy documentation management. You are able to find the help docs you need easily even during a chat message.
No photo available

Cons

  • Feasible Training Opportunitied
Lanetta Ashley profile photo
  • Customizable fields for logging conversations with customers like "tickets". This is hard when you want to have a hybrid help desk and customer service team. Example: I'd want to log issues as solved or attribute an issue to a department and make that a required aspect before closing the conversation.
  • Issue follow up. You can use the "snooze" function, but that doesn't help if you want to close the issue and come back to it at a later date. Snoozed conversations are still open, which could affect your metrics if you look at conversations per hour.
  • Intercom icons indicating where it comes from (app or email) are hard to read .
Ariana Thompson profile photo

Likelihood to Renew

Agiloft Flexible Service Desk Suite8.9
Based on 9 answers
Highly support Agiloft technical staff. Have had the same staff for the past 5 years!
No photo available
Intercom9.1
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
Intercom7.3
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 were looking for a product in which all our employees could utilize successfully. We did not want our staff to be intimidated by a product too difficult use.
Lanetta Ashley profile photo
Intercom was selected before I started, and I'm so glad it was. It's a clear leader in customer communication with an effortless interface. It has the same key features as LiveChat (tagging, canned responses or templates) but it's easier to use and is less stressful for customer service teams. LiveChat is geared toward assigning conversations to a particular person, but Intercom is focused on quick replies and feeling like you're right there with the customer
Ariana Thompson profile photo

Return on Investment

  • Effective Training for our help desk staff
  • Improved Training for our software product users
  • Valuable feedback for product enhancements
  • Valuable feedback for new product development
  • Grows with us as we expand for the future
Lanetta Ashley profile photo
  • I don't have metrics, but I'm positive clients have loved the quick and easy access to our support team. I'm sure it has impacted our customer satisfaction and adoption.
  • Internal collaboration is significatly easier. If I need help from a colleague, they can take over or simply contribute to a conversation and see previous chats and pick up where I left off. This has helped our support and customer success team be much more effective and professional in keeping our team aligned and rallied around a client.
  • Intercom also provides a Knowledge Base setup that we've used and the updates from what we had before have been very well received by our customers. They've found answers to their questions on their much more frequently than they did before with the improved UI and simplicity.
Corey Calder 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