Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hiver
Score 8.8 out of 10
N/A
Hiver helps you manage customer support and sales right from your Gmail. With Hiver, teams can collaborate on Shared email accounts like support@ or sales@ without having to leave their Gmail accounts. Hiver works like a full-fledged help desk, built right into Gmail. It gives you everything you need to do outstanding customer support, without any of the complexities and feature overload that come with other help desk products. Hiver is used by thousands of companies…
$14
/user/month
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
HiverIntercom
Editions & Modules
PLUS PLAN
$14.00
/user/month
PREMIUM PLAN
$22.00
/user/month
ENTERPRISE PLAN
$34.00
/user/month
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
HiverIntercom
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsAI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.
More Pricing Information
Features
HiverIntercom
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hiver
1.7
3 Ratings
129% below category average
Intercom
8.2
117 Ratings
5% above category average
Organize and prioritize service tickets1.03 Ratings8.4107 Ratings
Ticket creation and submission2.03 Ratings8.3109 Ratings
Ticket response2.03 Ratings7.7115 Ratings
Expert directory00 Ratings8.470 Ratings
Subscription-based notifications00 Ratings7.870 Ratings
ITSM collaboration and documentation00 Ratings8.577 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hiver
3.0
3 Ratings
86% below category average
Intercom
8.1
117 Ratings
8% above category average
Email support3.03 Ratings8.8111 Ratings
Customer portal00 Ratings8.593 Ratings
IVR00 Ratings7.738 Ratings
Social integration00 Ratings7.172 Ratings
Help Desk CRM integration00 Ratings8.384 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hiver
-
Ratings
Intercom
7.3
120 Ratings
4% below category average
External knowledge base00 Ratings7.4119 Ratings
Internal knowledge base00 Ratings7.2102 Ratings
Best Alternatives
HiverIntercom
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
HiverIntercom
Likelihood to Recommend
1.0
(3 ratings)
9.1
(267 ratings)
Likelihood to Renew
-
(0 ratings)
8.9
(19 ratings)
Usability
3.0
(1 ratings)
8.9
(175 ratings)
Availability
-
(0 ratings)
9.1
(1 ratings)
Performance
-
(0 ratings)
9.1
(1 ratings)
Support Rating
4.0
(1 ratings)
6.9
(10 ratings)
Online Training
-
(0 ratings)
8.0
(2 ratings)
Implementation Rating
-
(0 ratings)
7.5
(5 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
HiverIntercom
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.
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Intercom
Intercom is particularly helpful when talking to your customer base. Their automation help you start conversations and their inbox lets you keep the conversation going. We build out a new flow every Black Friday and save new FAQ macros to help with the influx of chats. We schedule popups to show up showing we're here to answer questions based on different times of day. Onboarding is particularly handy with Intercom. You can build out a tour that walks your users through different features on the site and it's easy to send that out to your clients right through the chat.
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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!
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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
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.
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Intercom
  • Pricing - it is not a cheap product and more features could be included in lower tier packages
  • Customer segmentation is not as simple as I would like it to be
  • For being a help desk / customer support company, they are not the fastest at responding to any questions we might have
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Likelihood to Renew
Hiver
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.
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Usability
Hiver
Easy to use
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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
Hiver
No answers on this topic
Intercom
always there
Read full review
Performance
Hiver
No answers on this topic
Intercom
works perfect
Read full review
Support Rating
Hiver
Support is there, can be slow at times.
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.
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Online Training
Hiver
No answers on this topic
Intercom
Easy to know the learning path
Read full review
Implementation Rating
Hiver
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.
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Alternatives Considered
Hiver
Hiver was the only option we looked at. There didn't appear to be many alternatives in the market
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Intercom
I didn't make the call. It was my manager or leadership who decided that, so this one does not apply to me, unfortunately. However, as I've mentioned, it should've been for ease of use and efficiency. The exact reasons are not disclosed to me. Great job Intercom you're doing it great
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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.
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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

Hiver Screenshots

Screenshot of Hiver in GmailScreenshot of Access shared mailboxScreenshot of Collision alerts feature

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.