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
MindTouch
Score 7.0 out of 10
N/A
MindTouch is a customer experience management platform with content management and help authoring capabilities. Formerly known as MediaWiki, it is optimized for building knowledge bases for customer self-service and agent assistance purposes.
N/A
Pricing
Intercom
MindTouch
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
Intercom
MindTouch
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
AI customer service features included in every plan.
Intercom integrates Help desk, AI Chat bot, and Proactive support.
Well Suited Scenarios: - Intercom excels in delivering personalised customer support, making it an excellent choice for companies looking to provide timely, contextual help. - Its tools also are great in enhancing customer product knowledge, equipping users with the insights they need to maximise product value - For customer training and product awareness, Intercom's features like banners, pop-ups, and in-app tours are highly effective. Additionally, it serves as a reliable platform for overall product marketing, enabling targeted campaigns, newsletters, and announcements. Not Suited Scenarios: - Intercom is less ideal for internal team training, such as hosting detailed knowledge guides or managing team-specific learning pathways. - For creating interactive product tours, while Intercom offers basic functionality, dedicated tools like Navattic or Storylane provide a more dynamic and user-friendly experience. However, if convenience is a priority—especially when avoiding redirection users outside of our platform—Intercom remains a practical option.
If a company doesn't want to make their knowledge base public-facing, you lose a lot of the value of using MindTouch in a closed environment. MindTouch is not ideal for extremely structured content management scenarios that are strong DITA advocates. Companies that require localization might not be good fits either.
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.
When we do have a support issue, we frequently need to go through multiple people, contacts, ways of explaining things, etc,. before someone on their end actually understands our problem. It's rare that the first person we talk to understands the big picture or appreciates our use case.
The draft functionality is a promising start but lacks some key features that cause us regular frustration. For example, you can only create one draft of a page at a time. This is fine if changes come to you in perfect sequential order, but it makes it impossible for us to update a live page while a draft exists. More specifically, if we're working on updating content on a page for a new feature being released next month, but then we notice a typo today, we can't fix the typo in production without first deleting the draft or doing some hacky workaround of temporarily copying/pasting the source HTML of the draft page and saving it someplace else.
Existence of, or integration with, true source control would be a huge win, but it's something currently lacking in the product. MindTouch's content reuse feature is helpful in the right situations, but it's not robust enough to scale well for lots of content.
Version history of page changes is not 100% reliable. Sometimes items don't show up at all or there is a delay before the diff is visible. Also, creating a draft does not register at all in the page version history.
In-site search is poor, unless you know the *exact* title of what you're looking for. We tell our customers to use Google, not the MindTouch search. Google is excellent at searching our MindTouch site.
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.
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
I love their User interface. The intercom is easy to use, easy to maintain, and easy to implement. New users can easily be onboarded. Intercom has a very simple interface that is not simplistic; it does the job in a great way without complicating users' lives. Overall, Intercom is a great app.
The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
MindTouch is a hosted site, so as a heavy user there are times when I notice that pages are slow to load, or something happens like Amazon Web Services crashing the entire east coast for a few hours, that you do notice even if it isn't actually the fault of the MT tool itself. It's the risk of using a hosted tool, but the benefits are pretty amazing and outweigh these performance issues.
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.
It's good. Pretty solid. We got a lot of input to get up and running, but did a lot of the setup and customization work ourselves, because of our high standards. We've gotten good response and results on specific projects related to customization and our CSM is also pretty responsive. Overall, I think that the jobs of CSMs and support folks would be easier if the product weren't wonky in some ways. They seem to have to do more "workarounds" for basic functionality that should just work out of the box
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
The product was too focused on "tickets," and we wanted to focus more on "conversations." Intercom shows that thinking across the whole app was a no-brainer for us. Zendesk's pricing is a bit higher for what they deliver, but the ease of integration with our platforms was key, too.
I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
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.
Our operational efficiently has improved significantly. Prior to Mindtouch, we managing duplicate content in two separate authoring solutions. Delivering content predictably and consistently was difficult and stressful for writers. In Mindtouch, we were able to optimize our content (remove redundancies) giving us more time to test, review, and improve content quality.
Traffic to our knowledge center is increasing monthly.
Internally, SMEs and customer-facing teams are recognizing the value Mindtouch brings through self-service knowledge. These SMEs want to contribute more to content, either as contributing writers or collaborators with tech writers.
