What users are saying about
2 Ratings
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Top Rated
343 Ratings
2 Ratings
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Score 10 out of 100

Intercom

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Top Rated
343 Ratings
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Score 8.6 out of 100

Attribute Ratings

  • Help.com is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

10.0

Help.com

100%
1 Rating
8.9

Intercom

89%
114 Ratings

Likelihood to Renew

Help.com

N/A
0 Ratings
9.0

Intercom

90%
14 Ratings

Usability

Help.com

N/A
0 Ratings
9.1

Intercom

91%
21 Ratings

Support Rating

10.0

Help.com

100%
2 Ratings
8.0

Intercom

80%
6 Ratings

Implementation Rating

Help.com

N/A
0 Ratings
5.0

Intercom

50%
4 Ratings

Likelihood to Recommend

Help.com

Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.
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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

Help.com

  • User interface is clean and easy to navigate
  • Helpful support
  • Accurately captures information from the person you are chatting with
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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

Help.com

  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
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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

Help.com

Starting Price

$0 per simultaneous active user

Editions & Modules

Help.com editions and modules pricing
EditionModules
Help.com Chat$80 per month1

Footnotes

  1. per simultaneous active user

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Help.com Chat comes with unlimited logins and scales with your business.

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

    Help.com

    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
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    Usability

    Help.com

    No answers on this topic

    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

    Help.com

    Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.
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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

    Help.com

    No answers on this topic

    Intercom

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

    Help.com

    Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

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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

    Help.com

    • Positive with inbound sales prospects
    • Positive with current client sales
    • Positive with customer support SLA
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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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