What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
62 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
168 Ratings

ChurnZero

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
62 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.3 out of 101

Intercom

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
168 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 out of 101

Likelihood to Recommend

ChurnZero

Very helpful for software organizations where you need to measure specific usage points from your customers in real time. Helpful when you use a CRM like Salesforce where you want the data automatically imported and easily manipulated. It's great when you need to be able to segment your customers my different points. Helpful when you need to easily organize your customer accounts by: plan, plan length, tenure, etc
Austen Duzey 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

ChurnZero
8.7
Intercom
Role-based user permissions
ChurnZero
8.7
Intercom

Platform & Infrastructure

ChurnZero
8.5
Intercom
API
ChurnZero
8.4
Intercom
Integration with Salesforce.com
ChurnZero
8.6
Intercom

Customer Data Extraction / Integration

ChurnZero
8.5
Intercom
Product usage
ChurnZero
8.5
Intercom
Help desk / support tickets
ChurnZero
8.5
Intercom

Customer Success Management

ChurnZero
8.5
Intercom
NPS surveys
ChurnZero
8.5
Intercom
Sponsor tracking
ChurnZero
8.1
Intercom
Customer profiles
ChurnZero
8.6
Intercom
Automated workflow
ChurnZero
8.5
Intercom
Internal collaboration
ChurnZero
8.2
Intercom
Customer health scoring
ChurnZero
8.7
Intercom
Customer segmentation
ChurnZero
8.9
Intercom

CSM Reporting & Analytics

ChurnZero
8.5
Intercom
Customer health trends
ChurnZero
8.7
Intercom
Engagement analytics
ChurnZero
8.6
Intercom
Dashboards
ChurnZero
8.3
Intercom

Pros

ChurnZero

  • Segmentation of customers.
  • Automated messaging.
No photo available

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

ChurnZero

  • Increased filters in multiple segments.
No photo available

Intercom

  • Message goal tracking needs to be enhanced so users can choose goals based on specific actions. E.g. watched video.
  • Billing is based on number of contacts in database. This number keeps growing as more people trial your software so the subscription cost grows rapidly. Needs contact management to delete old contacts.
Nikhil George profile photo

Likelihood to Renew

ChurnZero

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

ChurnZero

ChurnZero 8.2
Based on 1 answer
ChurnZero its pretty easy to use once you have received the proper training on the platform. Most of their features are very self-explanatory and you just need a few attempts and tries around the platform to master the usage of these features. Having someone who dedicated to this platform and dedicated to helping your team with it, is also key to success.
Pamela Castillo profile photo

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

ChurnZero

ChurnZero 9.1
Based on 1 answer
The support member Peter was very proactive in booking time when he felt that further explanation was required. He also took time to understand my issue and provided answers that I was not even aware of
Preston Lam profile photo

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

Online Training

ChurnZero

ChurnZero 9.1
Based on 1 answer
The training and onboarding have been very helpful. Since I was not a part of the team when ChurnZero was implemented, it was important to get brought up to speed as quickly as possible and our CSM has been incredibly receptive in that regard.
Ben Butler profile photo

Intercom

No score
No answers yet
No answers on this topic

Implementation

ChurnZero

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

ChurnZero

The ChurnZero team is wonderful to work with, unlike any other vendor we work with. Being in the business of customer success automation, ChurnZero really knows how to do customer success themselves.
Mete Kural profile photo

Intercom

The UI elements on both the agent and customer side make Intercom the clear winner against Zendesk Chat. Intercom allows us to quickly offer chat with an elegant design, which makes our brand appear more professional. If you view any website that uses Zendesk Chat, their chat portal appears historic in design which leads to your company appearing as if it's stuck in the past. The agent portal is also easy to use and navigate, unlike Zendesk Chat.
No photo available

Return on Investment

ChurnZero

  • ChurnZero has been a great investment for our team and organization. Our C-Suite team now can always check in on customers, and when the last communication was with them, etc.
Chad Schexnayder 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

ChurnZero

General

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

Intercom

General

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

Add comparison