What users are saying about
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Top Rated
74 Ratings
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Top Rated
341 Ratings

Freshchat

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Top Rated
74 Ratings
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Score 8.7 out of 100

Intercom

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Top Rated
341 Ratings
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Score 8.6 out of 100

Attribute Ratings

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

Likelihood to Recommend

9.0

Freshchat

90%
25 Ratings
8.8

Intercom

88%
112 Ratings

Likelihood to Renew

9.5

Freshchat

95%
2 Ratings
9.0

Intercom

90%
14 Ratings

Usability

9.0

Freshchat

90%
1 Rating
9.0

Intercom

90%
19 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

Freshworks Inc

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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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.
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Pros

Freshworks Inc

  • 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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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
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Cons

Freshworks Inc

  • 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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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!
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Pricing Details

Freshchat

Starting Price

$15 Per Agent per month , billed annually

Editions & Modules

Freshchat editions and modules pricing
EditionModules
Growth$151
Pro$392
Enterprise$69.003

Footnotes

  1. Per Agent per month , billed annually
  2. Per Agent per month , billed annually
  3. Per Agent per month , billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $15

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

    Freshworks Inc

    Because all my work is based on fresh disk
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    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

    Freshworks Inc

    I think this is the best evaluation in my opinion
    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.
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    Support Rating

    Freshworks Inc

    I think this is the right assessment in my opinion
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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

    Freshworks Inc

    I hope to show new users data because this can save a lot of time
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    Intercom

    I didn't implement it, but it's supposed to be quite easy through Segment
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    Alternatives Considered

    Freshworks Inc

    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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    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.
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    Return on Investment

    Freshworks Inc

    • 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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    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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    Screenshots

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