What users are saying about

Freshchat vs Intercom

Freshchat
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Top Rated
73 Ratings
Intercom
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Top Rated
324 Ratings

Freshchat

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Top Rated
73 Ratings
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Score 8.7 out of 100

Based on 73 reviews and ratings

Intercom

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Top Rated
324 Ratings
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Score 8.5 out of 100

Based on 324 reviews and ratings

Attribute Ratings

  • Freshchat is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating
  • Intercom is rated higher in 1 area: Usability

Likelihood to Recommend

9.0

Freshchat

90%
25 Ratings
8.8

Intercom

88%
100 Ratings

Likelihood to Renew

9.5

Freshchat

95%
2 Ratings
8.8

Intercom

88%
12 Ratings

Usability

9.0

Freshchat

90%
1 Rating
9.2

Intercom

92%
7 Ratings

Support Rating

9.0

Freshchat

90%
1 Rating
8.0

Intercom

80%
6 Ratings

Implementation Rating

9.0

Freshchat

90%
1 Rating
5.0

Intercom

50%
4 Ratings

Likelihood to Recommend

Freshchat

its good app Freshdesk Messaging help me to contact the customer and contact the customer to inform my problem to solve it and is a good app and help full app and its easy to use uncomplicated and Freshdesk Helps me provide good quality to the customer and make customer feedback good for a company

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mahmoud osman | TrustRadius Reviewer
mahmoud osman
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Intercom

The intercom is well suited for email handling. We are currently experimenting with IBM Watson virtual assistant integration to automate customer responses at the first point of contact. Would love to see Intercom develop its own deployable plug-and-play customer inquiry funnels (via eForms, chatbots, etc) which companies could embed as a widget that would seamlessly connect to the Intercom hub.

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Anonymous | TrustRadius Reviewer
Verified User
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Pros

Freshchat

  • Freshchat has been offering best-in-class chatbots that primarily focus on intent and engagement.
  • It is quite proactive and has rich media campaigns to segment and target audiences.
  • Freshchat is also one of my favorite software because it offers seamless integration with apps.

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Nick Salerno | TrustRadius Reviewer
Nick Salerno
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Intercom

  • Its in-app overlay is both minimal, but also attention-grabbing. Our customers always know how to get ahold of us.
  • Intercom's instant messaging platform allows to quickly drag and drop screenshots as well as a giphy menu, leading to a great customer experience.
  • Intercom provides great reporting and blasting capabilities.

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Anonymous | TrustRadius Reviewer
Verified User
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Cons

Freshchat

  • Bot communications used to take time to appear, but this was fixed recently and we are now more than satisfied to use it.
  • The initial process of setting up a Freshchat account is a long one.
  • The billing is per member/month which can get expensive fast.

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Elizabeth Cassidy | TrustRadius Reviewer
Elizabeth Cassidy
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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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Pricing Details

Freshchat

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$15

Starting Price

$15 Per Agent per month , billed annually

Freshchat Editions & Modules

Edition
Growth$151
Pro$391
Enterprise$69.001
  1. Per Agent per month , billed annually
Additional Pricing Details
—

Intercom

General

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

Starting Price

—

Intercom Editions & Modules

—
Additional Pricing Details
—

Likelihood to Renew

Freshchat

Freshchat 9.5
Based on 2 answers
Because all my work is based on fresh disk

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Ahmed Abdelghafar | TrustRadius Reviewer
Ahmed Abdelghafar
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Intercom

Intercom 8.8
Based on 12 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

Freshchat

Freshchat 9.0
Based on 1 answer
I think this is the best evaluation in my opinion

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mohammed abbas | TrustRadius Reviewer
mohammed abbas
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Intercom

Intercom 9.2
Based on 7 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

Freshchat

Freshchat 9.0
Based on 1 answer
I think this is the right assessment in my opinion

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mohammed abbas | TrustRadius Reviewer
mohammed abbas
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Intercom

Intercom 8.0
Based on 6 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

Freshchat

Freshchat 9.0
Based on 1 answer
I hope to show new users data because this can save a lot of time

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mohammed abbas | TrustRadius Reviewer
mohammed abbas
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Intercom

Intercom 5.0
Based on 4 answers
I didn't implement it, but it's supposed to be quite easy through Segment

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives Considered

Freshchat

I have not used other messaging apps like Freshchat messaging. I did look at other options when evaluating if I would use Freshchat and it was apparent that Freshchat was the most cost-effective option with the highest potential for customization and the most features that would assist our customer service team the best.

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Anonymous | TrustRadius Reviewer
Verified User
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Intercom

It wasn't listed up there but Salesforce also has a program called Digital Engagement outside of Pardot that is its very own chat bot. The support that you get with Salesforce products can be a bit hit or miss, as well it is generally more expensive than programs like Intercom. The integration can't be beat, to be sure, but unless your chat bot is receiving dozens of messages a day the limitations of the Intercom-Salesforce integration are negligible the price of changing over to a new platform, having to work with a Salesforce specialist, and the literal price itself.

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Anonymous | TrustRadius Reviewer
Verified User
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Return on Investment

Freshchat

  • Freshchat makes it convenient for me to have a presence on Social Media Platforms like Facebook, WhatsApp and Telegram and respond to messages from these platforms from a single Freshchat dashboard.
  • Freshchat is a very reliable platform.
  • The platform has helped me in addressing the business problem of relying on poor modes of communication that delay the execution and resolving issues plaguing with our customers.

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Carol Aleman | TrustRadius Reviewer
Carol Aleman
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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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