Intercom vs. SnapEngage

As you can see from the previous answers, there are many things that I believe the platform can improve, but that doesn't change the fact that it is the one that best serves us considering our main values ​​as a company: Agility and Quality. With Intercom's real-time service functions, we were able to maintain an average response time of less than 2 minutes and a CSAT of 97%, something that we couldn't achieve with other platforms due to the lack of real-time service tools and also reports that help us improve. Como dá pra ver pelas respostas anteriores tem muitas coisas que acredito que a plataforma pode melhorar, mas isso não muda o fato de que ela é a que melhor nos atende tendo em vista nossos principais valores como empresa: Agilidade e Qualidade. Com as funções de atendimento em tempo real do Intercom conseguimos manter um tempo médio de resposta de menos de 2 minutos e um CSAT de 97%, algo que não conseguimos em outras plataformas pela falta de ferramentas para atendimento em tempo real e também de relatórios que nos ajudem a melhorar This review was originally written in Portuguese and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Incentivized

It helps business grow, if your business is more reliable on marketing or if your business is in starting stage implementing SnapEngage to your website will give a kick start to your business because it helps to get close with the customers which are in need with those quick questions and responses we are getting from customers using chat agent.

Incentivized

• Connects to the appropriate team to cut down on figuring out where each chat needs to be directed.
• Allows communication to be visible to other team members and to move over to each other or share communication appropriately.
• Allows multiple options to reach personnel or outside individuals to ensure a connection can be established on a single platform.

Incentivized

• Allows team members to see type in real-time before it is submitted. This enables us to gather information for responses in a more timely manner.
• We can see which of our team members are available, busy, or not-available.
• Ability to see some biographical information of chatters and to sync information with Salesforce.

Incentivized

• It would be great to have the ability to add rule-based tagging automations instead of using the workflows.
• For users new to the platform, creating integrations via Github and the native "back-office" or "customer tickets" can be confusing.
• Intercom cannot export reports or share reports with users who are not in Intercom. And if it is available, it's not apparent.

Incentivized

• The admin dashboard is the hardest to navigate of any tool I've ever used! THere are 7 tabs in the left-hand panel. Just within the one tab that reads "Settings" (there is a separate tab for "My Account", also Permissions?) there are 9 tabs at the top (which include names like "Agent Settings", "Integrations", "Design Studio", "Options", "Hub"), then at least another 8 tabs WITHIN those 9 tabs, giving you a total of 14 different pages of settings to search through, again, JUST in the Settings tab. What the heck?!
• Something as simple as notification settings are spread throughout the 14 different settings pages mentioned above. Rather than having one area where you can enter email addresses for notifications, I've had to search through the 14 pages and use Ctrl+F on multiple occasions to fully remove a user from all the notifications they received. This should be much simpler!

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

I give SnapEngage a 9 due to how successful our company has been while using it. Unless prices were raised by an insane amount, I don't see us using a competing service.

Incentivized

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.

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

I have never needed to contact them for support.

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

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.

Incentivized

We actually demo'ed LiveChat and LivePerson and besides SnapEngage having a better UI and ease of use, the support from their team was worlds and away above the rest. They let us run an extended demo, gave us constant support, and made sure we felt comfortable before we went live with the system.

Incentivized

• 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.

Incentivized

• It has allowed us to provide more service with a much smaller team than our phone team.
• It provides us with data helpful to not only ourselves, but our marketing team as well.
• It's customizable so it allows us to create and update our platforms immediately when needed.

Incentivized