What users are saying about

Braze vs Intercom

Braze
43 Ratings
Intercom
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Top Rated
293 Ratings

Braze

43 Ratings
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Score 8.3 out of 100

Based on 43 reviews and ratings

Intercom

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Top Rated
293 Ratings
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Score 8.4 out of 100

Based on 293 reviews and ratings

Likelihood to Recommend

Braze

Braze is great if you fully utilize the options and properly integrate with your platforms. There is a reason why it's the top customer engagement (CEM) platform out there. If properly handled it can be a powerhouse but if only minimally used it can be overwhelming. More certifications and personalized training would be helpful to grow user adoption.

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Mark McRae | TrustRadius Reviewer
Mark McRae
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Intercom

It is great for businesses that see the use in having a chat bot, or drip campaign to maintain relationships with their clients, but don't necessarily have the funds to support a larger scale operation. Having someone on your team that is already familiar with the product is a huge benefit as the training to get going on it can take a white glove approach due to the customizability of every businesses marketing and communication needs. I wouldn't necessarily suggest it to larger companies who require an explicit integration with SalesForce, unless they have the man power to have someone dedicated to verifying shared information to maintain integrity in the data/segmentation/frequency of engagement.

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Anonymous | TrustRadius Reviewer
Verified User
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Pros

Braze

  • Personalized customer journey
  • Consolidation of marketing tools to bring multi channel communications under one roof and allowing each of them to talk to each other.
  • The Braze community. This not only helps with idea generation, but makes a great place to network and grow your team.
  • The Customer Success team is world class. They reply to anything and everything we send them promptly and with actual answers.

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Jackson Yomogida | TrustRadius Reviewer
Jackson Yomogida
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Intercom

  • Intercom is fantastic for opening the lines of communication with customers.
  • Intercom makes it easy for cross-functional teams to have visibility into the customers' world and to be a part of the conversation.
  • Intercom is a complete solution for helping Customer Success & Support teams get off the ground.

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Jacob Pitcher | TrustRadius Reviewer
Jacob Pitcher
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Cons

Braze

  • If you do not have a solid understanding of your product instrumentation and Braze, it will be difficult to be effective with it initially.
  • You need to spend some time learning about the platform as some aspects are not self-explanatory so you need to rely on other documentation or guidelines they have (i.e. how to find your instrumentations - need to find it by adding quotations marks, etc).

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Anonymous | TrustRadius Reviewer
Verified User
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Intercom

  • Targeting messages appropriately
  • We often have several messages compounding on top of each other
  • I'd love if they could notify people who have not marked our announcements/messages/communication as read so that they don't end up having several un-related messages overwhelming them
  • When a thread is continued from a previous questions, I wish it was more obvious that the conversation had already been started with a particular person

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Anonymous | TrustRadius Reviewer
Verified User
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Likelihood to Renew

Braze

No score
No answers yet
No answers on this topic

Intercom

Intercom 9.0
Based on 4 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

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Ariana Thompson | TrustRadius Reviewer
Ariana Thompson
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Usability

Braze

No score
No answers yet
No answers on this topic

Intercom

Intercom 8.0
Based on 2 answers
It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.

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Anonymous | TrustRadius Reviewer
Verified User
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Support Rating

Braze

Braze 8.2
Based on 40 answers
Braze is an extremely robust tool with a short learning curve. Building out new lifecycle strategies and campaigns was extremely simple. While there are a lot of functionalities, no CRM/ESP service will ever have every feature that all of their competitors have. Braze does a great job with listening to their customers and adding new features onto the roadmap.

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Victoria Quang | TrustRadius Reviewer
Victoria Quang
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Intercom

Intercom 8.0
Based on 5 answers
We received an almost immediate response, however, despite the issue being quite urgent and stating that, we did not receive an update for almost an entire day. When we requested an update, we were told that this was due to time differences between the person that received the request and us. The timely nature of support should not be dependent on a single person

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George Markou | TrustRadius Reviewer
George Markou
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Implementation Rating

Braze

No score
No answers yet
No answers on this topic

Intercom

Intercom 10.0
Based on 3 answers
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom

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Ziv Peled | TrustRadius Reviewer
Ziv Peled
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Alternatives Considered

Braze

Usability - If you are experienced with ESPs, Braze is simple and straightforward to learn after an initial exploration into the tool.Tooling, Products, and Features - Braze is a robust tool that enables my team to build complex lifecycle marketing programs without needing support from product/engineering. We can easily target users with email, push notifications, in-app messages, webhooks, SMS, and more all in one place.
If there is ever a product that is missing/could be improved, the Braze team will listen to our needs and incorporate suggestions into their product roadmap.
-Customer Service: The Customer Success team is so responsive and helpful - some of the best I've ever worked with. They will provide suggestions, feedback, workarounds (if needed), and recommendations to improve your efficiency and strategy. I'd highly recommend a CSM as well. The only other tools that I've used that come close to my satisfaction with Braze are Oracle Eloqua and Listrak - however, neither of those options are a good fit for my current company where push, sms, and in-app messages are needed.

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Anonymous | TrustRadius Reviewer
Verified User
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Intercom

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.

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Anonymous | TrustRadius Reviewer
Verified User
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Return on Investment

Braze

  • Positive: A growth hacking experiment was proven successful in nudging users who abandoned their cart after checking out with a product/service and leaving their chart or 24 hours.
  • Positive: A growth hacking experiment was proven successful in nudging users whose credit card failed when trying to upgrade to a paid account.
  • Negative: With the plethora of teams (disciplines / business units / markets) with access to braze, it's easy to accidentally over-nurture users.

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Jennifer Rudin | TrustRadius Reviewer
Jennifer Rudin
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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.

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Nikhil George | TrustRadius Reviewer
Nikhil George
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Screenshots

Braze

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Pricing Details

Braze

General

Free Trial
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Free/Freemium Version
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Premium Consulting/Integration Services
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Entry-level set up fee?
Optional

Braze Editions & Modules

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Additional Pricing Details
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Intercom

General

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

Intercom Editions & Modules

Edition
Conversational Marketing$4991
Conversational Customer Engagement$4991
Conversational Support$4991
Start$391
Grow$991
Product Tours$1991
  1. per month
Additional Pricing Details
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