What users are saying about
11 Ratings
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Top Rated
341 Ratings
11 Ratings
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Score 6.7 out of 100

Intercom

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Top Rated
341 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

    Incident and problem management

    2.0

    Hiver

    20%

    Intercom

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

    Organize and prioritize service tickets

    1.4
    14%
    3 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    2.3
    23%
    3 Ratings
    N/A
    0 Ratings

    Ticket response

    2.3
    23%
    3 Ratings
    N/A
    0 Ratings

    Multi-Channel Help

    3.3

    Hiver

    33%

    Intercom

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

    Email support

    3.3
    33%
    3 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Intercom is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    1.4

    Hiver

    14%
    3 Ratings
    8.9

    Intercom

    89%
    113 Ratings

    Likelihood to Renew

    Hiver

    N/A
    0 Ratings
    9.0

    Intercom

    90%
    14 Ratings

    Usability

    3.0

    Hiver

    30%
    1 Rating
    9.1

    Intercom

    91%
    20 Ratings

    Support Rating

    4.0

    Hiver

    40%
    1 Rating
    8.0

    Intercom

    80%
    6 Ratings

    Implementation Rating

    Hiver

    N/A
    0 Ratings
    5.0

    Intercom

    50%
    4 Ratings

    Likelihood to Recommend

    Hiver

    Any work environment where more than one team member is able to address certain customer requests. We used to use Groups, but then it was confusing as to whether or not someone responded, and we needed more transparency between team members. Another example is a person emailing with a billing question. We used to reply and add the billing department's email address or forward the email to billing, but with Hiver, simply assigning it to the billing HIVER Inbox allows anyone to reply directly to the customer without the issue of either the customer or team member remembering to reply all or accidentally replying only to the team member forwarding the email.
    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

    Hiver

    • It's easy to set up, and manage ongoing.
    • The customer service and support is amazing- I get check ins, quick responses to enquiries and extras from time to time.
    • It knows what it's doing- it's here to take the issue of gmail not being the best when it comes to shared inboxes and it has provided the perfect solution!
    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

    Hiver

    • There is currently no way to create a support ticket unless related to an email already received. It would be extremely beneficial to be able to take a call and create a support ticket within HIVER based on the call in the same manner that we can create a ticket from an inbound email.
    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

    Hiver

    Starting Price

    $14 /user/month

    Editions & Modules

    Hiver editions and modules pricing
    EditionModules
    PLUS PLAN$14.001
    PREMIUM PLAN$22.002
    ENTERPRISE PLAN$34.003

    Footnotes

    1. /user/month
    2. /user/month
    3. /user/month

    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

      Hiver

      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

      Hiver

      Easy to use
      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

      Hiver

      Support is there, can be slow at times.
      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

      Hiver

      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

      Hiver

      Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
      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

      Hiver

      • Hiver has increased the efficiency by which we address emailed questions and concerns.
      • Hiver increases transparency between team members.
      • Information pertinent to one or more team members is searchable by all applicable team members making it easier to research a situation that otherwise could have been stored in details across separate member email histories.
      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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