Help.com vs. Intercom

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help.com
Score 10.0 out of 10
N/A
Help.com is a cloud-base live chat solution. The vendor says its in-depth reporting gives businesses an inside look at what is driving their customer experience. This solution includes custom on-boarding and training as well as a custom built chat box widget that is designed around the user’s brand.
$80
per simultaneous active user
Intercom
Score 8.7 out of 10
N/A
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
$39
per month per seat
Pricing
Help.comIntercom
Editions & Modules
Help.com Chat
$80 per month
per simultaneous active user
Essential
$39
per month per seat
Advanced
$99
per month per seat
Expert
$139
per month per seat
The Early Stage program
From $65 for 5 support seats
per month
Proactive Support Plus add-on
from $99
per month
Offerings
Pricing Offerings
Help.comIntercom
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsHelp.com Chat comes with unlimited logins and scales with your business.AI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.
More Pricing Information
Features
Help.comIntercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help.com
-
Ratings
Intercom
8.2
115 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.4105 Ratings
Expert directory00 Ratings8.468 Ratings
Subscription-based notifications00 Ratings7.868 Ratings
ITSM collaboration and documentation00 Ratings8.575 Ratings
Ticket creation and submission00 Ratings8.3107 Ratings
Ticket response00 Ratings7.7113 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help.com
-
Ratings
Intercom
7.4
118 Ratings
4% below category average
External knowledge base00 Ratings7.5117 Ratings
Internal knowledge base00 Ratings7.2101 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help.com
-
Ratings
Intercom
8.1
115 Ratings
7% above category average
Customer portal00 Ratings8.591 Ratings
IVR00 Ratings7.737 Ratings
Social integration00 Ratings7.270 Ratings
Email support00 Ratings8.8109 Ratings
Help Desk CRM integration00 Ratings8.482 Ratings
Best Alternatives
Help.comIntercom
Small Businesses
Gist
Gist
Score 9.6 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help.comIntercom
Likelihood to Recommend
10.0
(1 ratings)
9.1
(265 ratings)
Likelihood to Renew
-
(0 ratings)
8.9
(19 ratings)
Usability
-
(0 ratings)
8.9
(173 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
10.0
(1 ratings)
7.0
(10 ratings)
Online Training
-
(0 ratings)
8.1
(2 ratings)
Implementation Rating
-
(0 ratings)
7.5
(5 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Help.comIntercom
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.
Read full review
Intercom
Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
Read full review
Pros
Help.com
  • User interface is clean and easy to navigate
  • Helpful support
  • Accurately captures information from the person you are chatting with
Read full review
Intercom
  • Intercom's ability to centralize customer communication is a game-changer.
  • Intercom's automation features have saved us time and streamlined workflows.
  • Help desk for users.
  • Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
Read full review
Cons
Help.com
  • Download chat transcripts easier
  • More pre-set responses
  • Canned responses
Read full review
Intercom
  • The AI tools should have a make shorter option
  • The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
  • I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
Read full review
Likelihood to Renew
Help.com
No answers on this topic
Intercom
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Read full review
Usability
Help.com
No answers on this topic
Intercom
Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide.
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Reliability and Availability
Help.com
No answers on this topic
Intercom
always there
Read full review
Performance
Help.com
No answers on this topic
Intercom
works perfect
Read full review
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.
Read full review
Intercom
Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them.
Read full review
Online Training
Help.com
No answers on this topic
Intercom
Easy to know the learning path
Read full review
Implementation Rating
Help.com
No answers on this topic
Intercom
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
Read full review
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.

Read full review
Intercom
We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
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Return on Investment
Help.com
  • Positive with inbound sales prospects
  • Positive with current client sales
  • Positive with customer support SLA
Read full review
Intercom
  • I like how easy it is to spot the user data needed to assist our members.
  • Love how easy it is to link articles on the chat that will help both us and the customers.
  • I like that the sales force or the tickets is already connected on the chat
Read full review
ScreenShots

Help.com Screenshots

Screenshot of Agent InterfaceScreenshot of Reporting DashboardScreenshot of Real-Time Monitoring

Intercom Screenshots

Screenshot of AI Agent - The agent resolves 50% of support volume.Screenshot of AI Copilot - A personal AI assistant for every support agent.Screenshot of Omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Tickets - Intercom tickets are designed for collaboration so complex issues are resolved faster.Screenshot of Help Center -  The help center powers AI and self-serve support.Screenshot of Workflows - Automations are built using the Intercom no code visual builder.