Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Braze
Score 8.4 out of 10
N/A
Braze is a comprehensive customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. Context underpins every Braze interaction, helping brands foster human connection with consumers through interactive conversations across channels so as to deliver value quickly and continuously. The vendor states they were named a Leader in the 2019 Gartner Magic Quadrant for Mobile Marketing Platforms and recognized as one of Inc Magazine's…N/A
Intercom
Score 8.6 out of 10
N/A
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.N/A
Pricing
BrazeIntercom
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
BrazeIntercom
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
User Ratings
BrazeIntercom
Likelihood to Recommend
9.1
(26 ratings)
8.9
(123 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(14 ratings)
Usability
-
(0 ratings)
9.0
(30 ratings)
Support Rating
8.2
(40 ratings)
8.0
(6 ratings)
Implementation Rating
-
(0 ratings)
5.0
(4 ratings)
User Testimonials
BrazeIntercom
Likelihood to Recommend
Braze
Braze is the go-to solution for businesses that offer its services and products through apps. It is a comprehensive tool that will provide you with an easy and quick way to orchestrate conversion and engagement communications and tests. Both product and marketing teams will be able to deliver amazing InApps and Notifications without any help or supervision from tech teams and developers (tech help is needed for implementation and tool evolution only). Braze can also deliver messages to websites and through web push, however, if you do not own an app, I may suggest you pursue other CRM tools.
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Intercom
The intercom works great if you chat with your clients. It is easy to keep an eye on previous conversations as well as have data on clients in one space. However, Intercom is not suitable for ticketing purposes. If you are looking for a system that would allow creating tickets - Intercom is not the right fit.
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Pros
Braze
  • Is constantly improving all its features.
  • Cares a lot for the final user and its usability, in my case I'm constantly getting asked about feedback to improve several features.
  • Is really easy to use, and the documentation and LAB are really helpful if you are starting with Braze.
  • Has a strong community, where anyone can ask everything and other peers can contribute.
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Intercom
  • Case management - allowing other teams (dispatch, accounts) to all contribute
  • Snoozing - allowing us to come back to enquiries and ensure they're never forgotten
  • Simply on-site contact with our team with live response times that build confidence
  • Canned replies - allowing us to introduce consistency and high standards in all our comms
  • Outbound email - incredinly powerful, ensuring all our comms are in one place
  • Multi-branded messengers on two different sites - allowing us to centralised responses behind the scenes but maintain brand separation
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Cons
Braze
  • Braze could offer more tier based cost effective solutions for users who only integrate minimally.
  • I think the the ability to understand how users patterns can be utilized is powerful but could be made more robust yet usable.
  • Reporting without exporting to a CSV perhaps a more cloud-based reporting option.
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Intercom
  • I sometimes get confused about how to best target relevant customers for a specific campaign
  • I wish I could preview a whole series flow to see how it looks before pushing it live
  • Building out series ins't always clear when something will send and when it won't
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Likelihood to Renew
Braze
No answers on this topic
Intercom
I am giving Intercom a rating of 10 because we truly use this platform each day. When using the platform, we can have real-time conversations going on with parents, administrators, and even grandparents. They are able to discuss their general support needs and their billing support needs. Having this happen in real-time allows us to move forward with solving the customer issues
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Usability
Braze
No answers on this topic
Intercom
The interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
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Support Rating
Braze
We have direct support from our account manager and success manager practically around the clock when things come up that are urgent. They're even helping me post open roles for my team on internal job boards within the Braze team.
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Intercom
One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
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Implementation Rating
Braze
No answers on this topic
Intercom
I didn't implement it, but it's supposed to be quite easy through Segment
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Alternatives Considered
Braze
Braze is a MUCH simpler interface than the Adobe Campaign. However, it is hard to argue that they both have the same functionality. Adobe Campaign is for a MUCH more technical team whereas Braze has a much easier user interface. I would definitely recommend Braze for small to medium-sized customers.
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Intercom
We used Zendesk at my last company and don't use ZD at all at my current company. Our customers love love love our fast, bot-fee cs/help. You can set up bots in Intercom, but we only use automated routing. We like to give a human touch. We haven't yet exploited the ability to serve customers relevant articles, but that might be useful to you as your scale your CS ops.
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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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Intercom
  • Increase in demo sets and deals won by engaging with prospects that hadn't requested a demo yet.
  • Increase in efficiency for our support team to receiving tickets.
  • Boosting registration for our on going training webinars as well as those for new product announcements.
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