ApexChat vs. Intercom

For small businesses on a small budget, [ApexChat] gets the job done, but it is a barebones system. Not the best enterprise solution.

Incentivized

Intercom is well suited for connecting internal personnel with external individuals and those externals to specific individuals or teams within the organization. Intercom also does a good job at allowing multiple resources to direct communication in the right direction, whether that be a transfer internally or directing initial communication requests to the appropriate resources. Intercom is not always the best-suited platform for reaching out to external individuals because of the inability to know the availability of who you are trying to reach.

Incentivized

• Great chat box designs on website.
• Great backend support.
• Multi-language options.

Incentivized

• In-app communication: I can deploy tours, banners, checklists, tooltips, posts, and surveys in a matter of minutes.
• Knowledge Hub: I can write and publish a help article that can then be used to train the Fin AI agent to deliver accurate answers to our customers.
• Communicating in context with service/sales agents and customers: the Help Desk makes it simple for sales and service agents to pull me into a conversation with a customer to resolve product-related issues.

Incentivized

• Updated UI
• Additional reporting options
• Greater flexibility in chat widget appearance and size

Incentivized

• It would be nice if we could upload a sound effect that we would like to use.
• Having a like to the ticket given by the expert for easier access.
• Being able to change font style. It is said that Comic Sans helps people enjoy reading.

Incentivized

We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.

Incentivized

Intercom is one of the most user friendly tools I've used. Its vast array of features can make it a bit complex to use, or keep up with, at times. However, the customer support team is brilliant and always answers my queries fast and with easy-to-follow instructions.

Incentivized

always there

Incentivized

works perfect

Incentivized

Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.

Incentivized

Easy to know the learning path

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

ApexChat is good if you want to outsource your website chat. If you want to keep things in-house and have an employee manage it, we prefer SalesIQ.

Incentivized

The product was too focused on "tickets," and we wanted to focus more on "conversations." Intercom shows that thinking across the whole app was a no-brainer for us. Zendesk's pricing is a bit higher for what they deliver, but the ease of integration with our platforms was key, too.

Incentivized

• Increased lead flow
• Chat conversion improved
• Not scalable due to lack of features

Incentivized

• Faster customer onboarding: When we identified our biggest conversion factors, we were able to set up an onboarding sequence that helped people get started and converted faster.
• Adoption: It's much easier to showcase a new software feature. We build out a post and a tour for any new software features and prompt it to show up the first time they log in, all through Intercom.
• Money: It's saved us money in the long run considering how many softwares we would have needed to use in order to get the same features offered in Intercom.

Incentivized