What users are saying about
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Top Rated
340 Ratings
24 Ratings

Intercom

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Top Rated
340 Ratings
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Score 8.6 out of 100
24 Ratings
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Score 9.1 out of 100

Attribute Ratings

  • Intercom is rated higher in 2 areas: Usability, Support Rating
  • OneSignal is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.8

Intercom

88%
112 Ratings
9.9

OneSignal

99%
9 Ratings

Likelihood to Renew

9.0

Intercom

90%
14 Ratings

OneSignal

N/A
0 Ratings

Usability

9.0

Intercom

90%
19 Ratings
8.0

OneSignal

80%
1 Rating

Support Rating

8.0

Intercom

80%
6 Ratings
7.1

OneSignal

71%
3 Ratings

Implementation Rating

5.0

Intercom

50%
4 Ratings

OneSignal

N/A
0 Ratings

Likelihood to Recommend

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.
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OneSignal

I think One Signal is very well suited for mobile app owners who want to be in touch with their user base more easily by sending push notifications and in-app messages. I'm not sure how well that works for SMS messaging as I haven't yet tried it. I wouldn't necessarily recommend it if your in-apps are very rare.
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Pros

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
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OneSignal

  • Send instant notifications without any delay.
  • Provide all the necessary features for testing.
  • Highly cost effective.
  • Great system to handle huge volume.
  • Great customer support.
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Cons

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!
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OneSignal

  • Is still in development: we know OneSignal is still in development and sometimes it takes longer to create or fulfill certain features.
  • Payment: payment menu is not at the glance, [and] is just difficult sometimes to find -it is a minor issue.
  • Send to certain custom segments through specific OneSignal IDs; you can do it though API doing a GET call with tools like Postman. If this can be done from OneSignal it would be great.
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Pricing 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

    OneSignal

    Starting Price

    $0

    Editions & Modules

    OneSignal editions and modules pricing
    EditionModules
    FreeFree1
    Growth92
    Professional993
    EnterpriseCustom Pricing4

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    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
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    OneSignal

    No answers on this topic

    Usability

    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.
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    OneSignal

    I give an 8 in this question mainly for 2 reasons: the products even if they look like complete and are highly customizable and usable, they are still missing some logical features. For example, send messages to a list of users - now days you can do it with postman and get calls. A second example is App messaging that is still in development and has many opportunities.
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    Support Rating

    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.
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    OneSignal

    Their customer support has been top-notch. They are able to assist you in getting through any problems that you may have and respond in a very timely manner. I've dealt with them on 4-5 instances over the years and my issues were always resolved within a matter of a few business days.
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    Implementation Rating

    Intercom

    I didn't implement it, but it's supposed to be quite easy through Segment
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    OneSignal

    No answers on this topic

    Alternatives Considered

    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.
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    OneSignal

    In my opinion, OneSignal documentation / API is more friendly [than] Firebase. Maybe because Firebase is already "too big," but OneSignal is focused on one solution that giving our notification through to our customer. In that case, OneSignal is chosen by our company. Several years after that, Firebase announced it supported [the] iOs platform too but our company already using OneSignal to our notification provider.
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    Return on Investment

    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.
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    OneSignal

    • OneSignal has allowed us to grow number of subscribers in a short time.
    • We are able to send our news and offers easily and instantly.
    • We have become able to drive more website traffic and increase in sales.
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    Screenshots

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