Intercom vs. LivePerson Conversation Cloud (LiveEngage)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Intercom
Score 8.4 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
LivePerson Conversation Cloud (LiveEngage)
Score 9.1 out of 10
N/A
LivePerson headquartered in New York offers solutions for AI-guided live chat and conversational messaging, with the Conversation Cloud (formerly LiveEngage), supporting sales and service teams with answering questions across all popular messaging channels.N/A
Pricing
IntercomLivePerson Conversation Cloud (LiveEngage)
Editions & Modules
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
No answers on this topic
Offerings
Pricing Offerings
IntercomLivePerson Conversation Cloud (LiveEngage)
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
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
Community Pulse
IntercomLivePerson Conversation Cloud (LiveEngage)
Considered Both Products
Intercom
Chose Intercom
Other chat tools are not well connected to any platform, Intercom was built for SAAS and it was also cost effective.
LivePerson Conversation Cloud (LiveEngage)

No answer on this topic

Top Pros
Top Cons
Features
IntercomLivePerson Conversation Cloud (LiveEngage)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Intercom
8.0
165 Ratings
0% below category average
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Organize and prioritize service tickets8.0152 Ratings00 Ratings
Expert directory7.897 Ratings00 Ratings
Subscription-based notifications7.2103 Ratings00 Ratings
ITSM collaboration and documentation7.8112 Ratings00 Ratings
Ticket creation and submission8.6155 Ratings00 Ratings
Ticket response8.4162 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Intercom
7.8
169 Ratings
0% above category average
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
External knowledge base7.9167 Ratings00 Ratings
Internal knowledge base7.7141 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Intercom
8.1
163 Ratings
5% above category average
LivePerson Conversation Cloud (LiveEngage)
-
Ratings
Customer portal8.9130 Ratings00 Ratings
IVR7.554 Ratings00 Ratings
Social integration6.796 Ratings00 Ratings
Email support9.0154 Ratings00 Ratings
Help Desk CRM integration8.5121 Ratings00 Ratings
Best Alternatives
IntercomLivePerson Conversation Cloud (LiveEngage)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
Enterprises
SysAid
SysAid
Score 8.8 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
IntercomLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
8.7
(319 ratings)
8.0
(14 ratings)
Likelihood to Renew
9.8
(21 ratings)
10.0
(10 ratings)
Usability
8.7
(227 ratings)
-
(0 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
9.1
(1 ratings)
-
(0 ratings)
Support Rating
6.2
(10 ratings)
-
(0 ratings)
Online Training
7.6
(2 ratings)
-
(0 ratings)
Implementation Rating
7.1
(5 ratings)
-
(0 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
IntercomLivePerson Conversation Cloud (LiveEngage)
Likelihood to Recommend
Intercom
Intercom is well suited for connecting internal personnel with external individuals and those externals to specific individuals or teams within the organization. Intercom also does a good job at allowing multiple resources to direct communication in the right direction, whether that be a transfer internally or directing initial communication requests to the appropriate resources. Intercom is not always the best-suited platform for reaching out to external individuals because of the inability to know the availability of who you are trying to reach.
Read full review
LivePerson
Liveperson LiveEngage is good for larger deployments with lots of agents, and where the rollout plan is broad with respect to the visitors who you will be targeting. It allows you to manipulate more of the data for reporting than many other platforms. The premium cost and some drawbacks with configuring smaller groups might make it lose some appeal for smaller companies or deployments.
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Pros
Intercom
  • In-app communication: I can deploy tours, banners, checklists, tooltips, posts, and surveys in a matter of minutes.
  • Knowledge Hub: I can write and publish a help article that can then be used to train the Fin AI agent to deliver accurate answers to our customers.
  • Communicating in context with service/sales agents and customers: the Help Desk makes it simple for sales and service agents to pull me into a conversation with a customer to resolve product-related issues.
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LivePerson
  • The login and interface are near flawless (for what I need). Each of our chat reps has learned how to use it within minutes. Procedure on how to answer certain questions etc., are the only trouble we have, but LiveEngage actually helps with that by storing easily accessible pre-made responses to help guide you or just to paste in directly.
  • Visibility into the context of a customer's question is very helpful. Before I open a chat window, I know exactly what a customer has been browsing prior to asking, and I can usually gather a context from the pre-chat question window. Functionally, it does everything I need it to. Though I don't spend much time in the platform.
  • There haven't been glitches that I remember or have heard of from other reps. The chats usually continue uninterrupted for the duration. Also, you can copy and paste the log pretty easily if necessary.
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Cons
Intercom
  • It would be nice if we could upload a sound effect that we would like to use.
  • Having a like to the ticket given by the expert for easier access.
  • Being able to change font style. It is said that Comic Sans helps people enjoy reading.
Read full review
LivePerson
  • Is my understanding that they have their majority of support between US and Israel, which is great however the timeframe to get a response depending on the issue may take longer than expected.
  • Their dev support can take some getting used to, some issues that are not supported by their regular tech support is within Dev and you will be redirected to their website.
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Likelihood to Renew
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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LivePerson
LivePerson has been a great tool for our company and everything is customized. We can customize everything from the canned responses, operator surveys, and customer surveys. We receive a lot of positive information from our customers; and to be able to provide technical support of the website as well as status information for already placed orders is awesome
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Usability
Intercom
The transition from AI to human is seamless. This is from my experience of contacting Intercom for help and your use of Fin AI. We currently do not have the scale for Fin AI, but it is under consideration for the near future. Outside of Fin AI for our use case, bots and automation have made it easier to direct users to the correct knowledge materials and made the transition to human support seamless when needed.
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LivePerson
No answers on this topic
Reliability and Availability
Intercom
always there
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LivePerson
No answers on this topic
Performance
Intercom
works perfect
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LivePerson
No answers on this topic
Support Rating
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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LivePerson
No answers on this topic
Online Training
Intercom
Easy to know the learning path
Read full review
LivePerson
No answers on this topic
Implementation Rating
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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LivePerson
No answers on this topic
Alternatives Considered
Intercom
The intercom is more intuitive and provides easier management and personalization of our conversations. It's been a while since I used Zendesk, so this might have changed, but Intercom provides a bigger catalog of functionality targeted to product marketing, such as emails, in-app banners, pop-ups, and, overall, outbound communications.
Read full review
LivePerson
Desk.com allows us to bring all of our support tools together into one management system. It does not have all the features that LivePerson has for support but it has all the features we need. It also gives us an easier path to self-service and gives our user more direct access to all the channels they need
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Return on Investment
Intercom
  • Faster customer onboarding: When we identified our biggest conversion factors, we were able to set up an onboarding sequence that helped people get started and converted faster.
  • Adoption: It's much easier to showcase a new software feature. We build out a post and a tour for any new software features and prompt it to show up the first time they log in, all through Intercom.
  • Money: It's saved us money in the long run considering how many softwares we would have needed to use in order to get the same features offered in Intercom.
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LivePerson
  • Without giving away numbers, I know it has been a huge tool for our customer solutions department. Conversion isn't as high as compared to phones, but in terms of providing customers with quick information (shipping prices/times, trade restrictions, order status, etc.) it's huge.
  • Increased employee efficiency is a huge one. The capability of taking 3 chats at a time allows each Rep to be way more efficient than on phones alone.
  • Giving the customer the choice to call in, chat or email is huge. LP combines chat and email into one intuitive program so, again, it increases efficiencies for our team and allows them to provide better customer service.
Read full review
ScreenShots

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.