What users are saying about
3 Ratings
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Top Rated
166 Ratings
3 Ratings
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Score 9.2 out of 101

Intercom

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Top Rated
166 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 8.8 out of 101

Likelihood to Recommend

Amity

  • For success teams that are siloed, with a large stack to manage; it works amazingly
  • Or small teams
  • For Teams that may have a lot of revenue targets, it's hard
Janielle Loken profile photo

Intercom

Well-suited
  • Quick chat tool implementation in a low-volume chat environment where you do not need customizable settings.
Less appropriate
  • High volume sales or support functions where your agents might forget to import chats to your CRM.
  • Settings where you need customizable CES/NPS/CSAT customer ratings of your agents, especially if you need your scale your questions to align with other cross-functional departments in your company.
No photo available

Feature Rating Comparison

Security

Amity
8.0
Intercom
Role-based user permissions
Amity
8.0
Intercom

Platform & Infrastructure

Amity
9.5
Intercom
API
Amity
10.0
Intercom
Integration with Salesforce.com
Amity
9.0
Intercom

Customer Data Extraction / Integration

Amity
9.0
Intercom
Product usage
Amity
9.0
Intercom
Help desk / support tickets
Amity
9.0
Intercom

Customer Success Management

Amity
9.0
Intercom
Customer profiles
Amity
10.0
Intercom
Automated workflow
Amity
9.0
Intercom
Internal collaboration
Amity
8.0
Intercom
Customer health scoring
Amity
10.0
Intercom
Customer segmentation
Amity
8.0
Intercom

CSM Reporting & Analytics

Amity
8.0
Intercom
Customer health trends
Amity
6.0
Intercom
Engagement analytics
Amity
9.0
Intercom
Revenue forecasting
Amity
7.0
Intercom
Dashboards
Amity
10.0
Intercom

Pros

Amity

  • Service
  • Data mapping
  • Displays data
Janielle Loken profile photo

Intercom

  • 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

Amity

  • Some times it's too much customization
  • Better ways to take care of upsells
Janielle Loken profile photo

Intercom

  • 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

Amity

No score
No answers yet
No answers on this topic

Intercom

Intercom 9.5
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

Amity

No score
No answers yet
No answers on this topic

Intercom

Intercom 9.0
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

Amity

No score
No answers yet
No answers on this topic

Intercom

Intercom 7.2
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

Amity

No score
No answers yet
No answers on this topic

Intercom

Intercom 10.0
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

Amity

Amity understands that we need more than views to manage a cuatomer... you have to have a CRM.
Janielle Loken profile photo

Intercom

We ended up using Intercom because one of our team members had used it in the past. After using Intercom on our site for a while, we learned about Drift which seems like a good option since they have a forever-free plan. However, ultimately the quality of the chats from our users went downhill and thus we decided to remove the realtime chat functionality from our website entirely.
Ben Gelsey profile photo

Return on Investment

Amity

  • Faster churn indicators
Janielle Loken profile photo

Intercom

  • We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
  • Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
  • Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.
Nikhil George profile photo

Pricing Details

Amity

General

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

Intercom

General

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

Add comparison