What users are saying about
11 Ratings
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Top Rated
340 Ratings
11 Ratings
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Score 9.1 out of 100

Intercom

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Top Rated
340 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Security

    7.3

    Custify

    73%

    Intercom

    Feature Set Not Supported
    N/A
    Custify ranks higher in 1/1 features

    Role-based user permissions

    7.3
    73%
    11 Ratings
    N/A
    0 Ratings

    Platform & Infrastructure

    8.1

    Custify

    81%

    Intercom

    Feature Set Not Supported
    N/A
    Custify ranks higher in 2/2 features

    API

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Integration with Salesforce.com

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Customer Data Extraction / Integration

    9.1

    Custify

    91%

    Intercom

    Feature Set Not Supported
    N/A
    Custify ranks higher in 2/2 features

    Product usage

    9.1
    91%
    11 Ratings
    N/A
    0 Ratings

    Help desk / support tickets

    9.1
    91%
    1 Rating
    N/A
    0 Ratings

    Customer Success Management

    8.4

    Custify

    84%

    Intercom

    Feature Set Not Supported
    N/A
    Custify ranks higher in 7/7 features

    NPS surveys

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Sponsor tracking

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Customer profiles

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Automated workflow

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Internal collaboration

    7.3
    73%
    11 Ratings
    N/A
    0 Ratings

    Customer health scoring

    9.1
    91%
    11 Ratings
    N/A
    0 Ratings

    Customer segmentation

    9.1
    91%
    11 Ratings
    N/A
    0 Ratings

    CSM Reporting & Analytics

    9.0

    Custify

    90%

    Intercom

    Feature Set Not Supported
    N/A
    Custify ranks higher in 3/3 features

    Customer health trends

    9.1
    91%
    11 Ratings
    N/A
    0 Ratings

    Engagement analytics

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Dashboards

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Custify is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Intercom is rated higher in 1 area: Usability

    Likelihood to Recommend

    9.1

    Custify

    91%
    11 Ratings
    8.9

    Intercom

    89%
    112 Ratings

    Likelihood to Renew

    Custify

    N/A
    0 Ratings
    9.0

    Intercom

    90%
    14 Ratings

    Usability

    8.9

    Custify

    89%
    2 Ratings
    9.0

    Intercom

    90%
    19 Ratings

    Support Rating

    9.1

    Custify

    91%
    2 Ratings
    8.0

    Intercom

    80%
    6 Ratings

    Implementation Rating

    Custify

    N/A
    0 Ratings
    5.0

    Intercom

    50%
    4 Ratings

    Likelihood to Recommend

    Custify

    Two big use cases where it's very well suited: onboarding of our clients and churn prevention. It just saves me so much time and helps me recommend more strategic suggestions. At the end of the day I can see my productivity being a lot higher than before having Custify.
    Read full review

    Intercom

    Intercom is, in my opinion, well suited for platform-based SaaS businesses where user engagement dictates your LTV to those customers and feeds back the metrics of how often users access the platform is key to your Account Management strategy and processes. In my experience, enterprise-level organizations very much appreciate Intercom user reporting and will likely start to expect this level of transparency in the very near future as platforms like Intercom become market standard. I would say Intercom is less suitable for Transaction or Throughput /Channel Sale products where your user data and in-platform behaviors are less relevant as the transaction has taken place outside of the platform, so, therefore, your platform usage is externally dependent. Thus Intercom tracking and data become a less relevant lagging indicator rather than a leading indicator with SaaS products.
    Read full review

    Pros

    Custify

    • 360 degree view of anything that has to do with a single account, including health score history across many elements, all the lifecycles of that account, different usage and adoption trends on multiple users in the same account, and more.
    • Getting multiple health scores and trends on one screen.
    Read full review

    Intercom

    • Intercom is easy to use and understand regardless of your role or technical knowledge
    • They have contextual guides within the product to help you understand how to use their best features
    • They're always improving the product with new useful features such as banners, product tours, and surveys
    Read full review

    Cons

    Custify

    • There was a problem integrating our CRM at first, and to be honest, I almost switched to another product because it's a big deal for us, but they got it worked out significantly faster than any of us guessed it would take, so we stayed, and I'm glad it worked out.
    • The main data point still missing is global revenue. I reached out and they said it's in the works. The software is making us money, so we're staying and hope this works out as fast as the CRM issue.
    Read full review

    Intercom

    • Email Blasts: recently we've been told that we won't be able to email blast if our customer base's email failure rate does not decrease. This is something that is largely out of our control and it would be nice if Intercom would just create logic on their end to ignore these instances.
    • Their customer support could have a faster response time. Given the industry we are in, it'd be nice to have prompt customer support. It can take an hour or more to get a response through their own software.
    • Can't think of anything else!
    Read full review

    Pricing Details

    Custify

    Starting Price

    Editions & Modules

    Custify editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Intercom

      Starting Price

      Editions & Modules

      Intercom editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        Custify

        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
        Read full review

        Usability

        Custify

        I like custify because it does exactly what you think it would. It's reliable and delivers quality organization and analytics for our usage. It's only downfall is it's lack of specific analytics and combination with sales tools that make customer transferring easy. Overall highly recommend using custify and are in a smaller business.
        Read full review

        Intercom

        I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
        Read full review

        Support Rating

        Custify

        Philipp has been there for us throughout the process. Very nice guy and a great help. He guided us in setting KPIs, goals, healthscores. Really gave us a lot more than we wanted. We also had some custom integrations and even though they did not support them, their team released a patch for our CRM so we could integrate it
        Read full review

        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.
        Read full review

        Implementation Rating

        Custify

        No answers on this topic

        Intercom

        I didn't implement it, but it's supposed to be quite easy through Segment
        Read full review

        Alternatives Considered

        Custify

        This software makes it easy to analyze your data and optimize your onboarding - maybe the easiest I've seen, but you've got to be willing to dig into its features and setting. And of course without their Concierge Onboarding this is not so easy.
        Read full review

        Intercom

        I've used Freshchat a few years ago and I found the user interface difficult to get used to. But comparing how intercom fared against it would be unfair in a way since the only thing Intercom did differently is provide an interactive training session with the platform, while it was difficult to get used to Internal in-person training with Freshchat.
        Read full review

        Return on Investment

        Custify

        • Free to paid conversions have gone up, and we see more customers choosing premium options than before, since we're using the automatic workflows to make sure the trial is a lot more focused on helping them see results before they pay a single dollar.
        Read full review

        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.
        Read full review

        Screenshots

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