Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Braze
Score 8.4 out of 10
N/A
Braze is a customer engagement platform that enables relevant and memorable experiences between consumers and the brands they love. With Braze, global brands can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns and continuously evolve their customer engagement strategies.N/A
Intercom
Score 8.7 out of 10
N/A
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
$39
per month per seat
Pricing
BrazeIntercom
Editions & Modules
No answers on this topic
Essential
$39
per month per seat
Advanced
$99
per month per seat
Expert
$139
per month per seat
The Early Stage program
From $65 for 5 support seats
per month
Proactive Support Plus add-on
from $99
per month
Offerings
Pricing Offerings
BrazeIntercom
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsAI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.
More Pricing Information
Features
BrazeIntercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Braze
-
Ratings
Intercom
8.2
116 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.4106 Ratings
Expert directory00 Ratings8.469 Ratings
Subscription-based notifications00 Ratings7.869 Ratings
ITSM collaboration and documentation00 Ratings8.576 Ratings
Ticket creation and submission00 Ratings8.3108 Ratings
Ticket response00 Ratings7.7114 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Braze
-
Ratings
Intercom
7.3
119 Ratings
4% below category average
External knowledge base00 Ratings7.5118 Ratings
Internal knowledge base00 Ratings7.2102 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Braze
-
Ratings
Intercom
8.1
116 Ratings
8% above category average
Customer portal00 Ratings8.592 Ratings
IVR00 Ratings7.738 Ratings
Social integration00 Ratings7.271 Ratings
Email support00 Ratings8.8110 Ratings
Help Desk CRM integration00 Ratings8.483 Ratings
Best Alternatives
BrazeIntercom
Small Businesses
Simplify360
Simplify360
Score 7.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Conversica
Conversica
Score 9.6 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
BrazeIntercom
Likelihood to Recommend
8.3
(53 ratings)
9.1
(266 ratings)
Likelihood to Renew
9.1
(2 ratings)
8.9
(19 ratings)
Usability
7.5
(20 ratings)
8.9
(174 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
4.5
(21 ratings)
7.0
(10 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
7.5
(5 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
BrazeIntercom
Likelihood to Recommend
Braze
Braze is likely at its best for companies that engage with customers on both an app-level and web-level. It gets even better if you have the opportunity to leverage some of the additional channels Braze unlocks such as in-app messages and content cards. If you're only using Braze to send SMS and Email and the occasional push, you're likely better off finding a cheaper platform. Braze organizes its analytics in a very odd way in my experience, so I'd also recommend pairing Braze with a secondary reporting tool of your choosing.
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Intercom
Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
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Pros
Braze
  • Canvases are a straightforward way to dynamically target users
  • We have a lot of control over our email templates- especially compared to the last service we used
  • Built-in reporting is fantastic and offers solid insight
  • Braze integration with our consumer-facing App opened up a lot of options for us when running promos
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Intercom
  • Intercom's ability to centralize customer communication is a game-changer.
  • Intercom's automation features have saved us time and streamlined workflows.
  • Help desk for users.
  • Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
Read full review
Cons
Braze
  • It offers analytics insights, but this is still not incredibly detailed
  • It takes a while for features on the product roadmap to be implemented
  • The drag-and-drop editors of their marketing channels (Email & IAM) could use some improvement in terms of more functionality and tweaking abilities
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Intercom
  • The AI tools should have a make shorter option
  • The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
  • I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
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Likelihood to Renew
Braze
We are on a mission for an omnichannel experience for our customers and are already making good progress with Braze able to fully support and optimise this
Read full review
Intercom
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.
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Usability
Braze
Braze's usability is one of the main things that makes it stand out from its competitors. The UX and UI are excellent, and it ensures it is not overcomplicated where it doesn't need to be. The online documentation is also handy to help support teams in your business.
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Intercom
Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
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Reliability and Availability
Braze
No answers on this topic
Intercom
always there
Read full review
Performance
Braze
No answers on this topic
Intercom
works perfect
Read full review
Support Rating
Braze
Very responsive and helpful on simple questions, but not great other than that. They do not have a way for the customer/user to escalate a ticket. You have to contact your rep and in some cases, they don't respond within 24 hours so you have no idea if they have escalated it. There is no phone number for an urgent issue - you have to rely on email
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Intercom
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.
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Online Training
Braze
No answers on this topic
Intercom
Easy to know the learning path
Read full review
Implementation Rating
Braze
No answers on this topic
Intercom
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
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Alternatives Considered
Braze
Compared to Salesforce Commerce Cloud, Braze is much more user friendly, flexible and provides for easier segmentation and personalization. The reporting in Braze is also much easier to use. Compared to Marketo, Braze has a better UI and UX, and an easier learning curve for new users. The set up and maintenance of customer journeys is much easier. The only thing I miss from Marketo is the ability to view the customer log, which allows you to see the automation that happens against each user profile, allowing for easier troubleshooting.
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Intercom
We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
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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
  • I like how easy it is to spot the user data needed to assist our members.
  • Love how easy it is to link articles on the chat that will help both us and the customers.
  • I like that the sales force or the tickets is already connected on the chat
Read full review
ScreenShots

Intercom Screenshots

Screenshot of AI Agent - The agent resolves 50% of support volume.Screenshot of AI Copilot - A personal AI assistant for every support agent.Screenshot of Omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Tickets - Intercom tickets are designed for collaboration so complex issues are resolved faster.Screenshot of Help Center -  The help center powers AI and self-serve support.Screenshot of Workflows - Automations are built using the Intercom no code visual builder.