Intercom vs. Respond.io

Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.

Incentivized

If you're looking to implement the WhatsApp business api for your official number in your product Respond.io is the solution to go because the truth is that there is no easy way and most of the providers will assume that you have developers in order to create your own implementation and many of the other solutions our there are not even close to Respond.io and they are usually expensive. Also, most of the Customer Service software out there will offer you the typical channel but will skip Whatsapp while Respond.io does the opposite (check it out for the free tier if you're not convinced).

Incentivized

• 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.

• Easy integration with WhatsApp business api, you just need a verified number
• The CRM for WhatsApp is easy to use very friendly and let you make follow-ups to your users
• They finally implemented the broadcast option where you can schedule broadcast messages to a specific list of users.

Incentivized

• The AI tools should have a make shorter option
• The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
• I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity

• You have to be patient with Respond.io since many features are still in development I wish they can make features faster
• In order to use WhatsApp business api you need a number that is provided by Twilio they also have implemented other number providers but it will be nice that they add more WhatsApp business number providers (since we have a US number instead of a Mexican number)

Incentivized

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.

Incentivized

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.

Incentivized

always there

Incentivized

works perfect

Incentivized

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.

Incentivized

Easy to know the learning path

Incentivized

The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.

Incentivized

We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.

When we were implementing WhatsApp business api number in Bussi. We had 2 options the first Zendesk smooch.io and the second one a Twilio WhatsApp number. In the beginning, it seemed that Zendesk smooch.io was the option to go but the conversation was quite slow also the integration was easy but you needed to manage this conversation from zendesk which we were not completely sure about since it's more like a ticketing platform. Fortunately, we were looking and testing solutions until we found Respond.io, and even if they didn't have at the time the broadcast feature they let us know that feature was already in development so we felt that they were building a solution we were looking for so we decided to give them a few months and in those few months they built this feature and is a more dynamic way to answer customers than tickets so we decided to go with them.

Incentivized

• 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

Incentivized

• Most options we saw before Respond.io needed a minimum number of messages, contracts, or costly integrations from the side of the vendor while Respond.io is actually helping you to integrate the product with no extra cost.
• Our users choose the communication channel they want so before we were losing leads and money because we were not able to attend this channel.
• It requires a $0 investment to implement or maintain from the side of the developer area so we use our technical resources to develop our main core product not a WhatsApp chat integration feature.

Incentivized