Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Intercom
Score 8.7 out of 10
N/A
Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.
$39
per month per seat
Twilio
Score 7.4 out of 10
N/A
Twilio offers a CPaaS and CCaaS solution, with the combination of its programmable Voice, Video, and Messaging APIs, as well as the Twilio Flex cloud contact center. Additional capabilities include Twilio's Elastic SIP Trunking, as well as API for WhatsApp.
$0
per min per participant
Pricing
IntercomTwilio
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
Programmable Video
$0.0015
per min per participant
WhatsApp Business API
$0.0042
Per WhatsApp Template message sent
WhatsApp Business API
$0.005
Per WhatsApp session message
Elastic SIP Trunking
$0.007
Per min for termination
Programmable Messaging
$0.0075
per message sent or received
Programmable Voice
$0.0085
per minute to receive a call
Programmable Voice
$0.013
per min to make a call
Elastic SIP Trunking
$0.045
Per min for origination
Twilio Conversations
$0.05
per active user per month
Twilio Authy
$0.09
per authentication
Programmable Wireless
$0.1
per MB
Twilio Flex (Contact Center)
$1
per active user hour (5000 hours free)
Programmable Wireless
$2.00
per SIM card
Twilio SendGrid Email API
$14.95
per month up to 100k emails. (Up to 40k emails free for 30 days)
Twilio SendGrid Marketing Campaigns
$15
per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
Twilio Flex (Contact Center)
$150
per named user per month (5000 hours free)
Offerings
Pricing Offerings
IntercomTwilio
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsAI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.
More Pricing Information
Community Pulse
IntercomTwilio
Considered Both Products
Intercom
Chose Intercom
Intercom is a very intuitive system that is relatively easy and quick to set up, the majority of what you need is there and ready to go. Where HubSpot has the edge is on the CRM functionality it has, while Intercom has tagging and segmentation, it doesn't have the depth of CRM …
Twilio

No answer on this topic

Top Pros
Top Cons
Features
IntercomTwilio
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Intercom
7.8
103 Ratings
1% below category average
Twilio
-
Ratings
Organize and prioritize service tickets8.093 Ratings00 Ratings
Expert directory7.965 Ratings00 Ratings
Subscription-based notifications7.763 Ratings00 Ratings
ITSM collaboration and documentation7.968 Ratings00 Ratings
Ticket creation and submission8.096 Ratings00 Ratings
Ticket response7.4101 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Intercom
7.5
107 Ratings
3% below category average
Twilio
-
Ratings
External knowledge base7.6106 Ratings00 Ratings
Internal knowledge base7.592 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Intercom
8.2
102 Ratings
7% above category average
Twilio
-
Ratings
Customer portal8.182 Ratings00 Ratings
IVR7.934 Ratings00 Ratings
Social integration7.664 Ratings00 Ratings
Email support8.596 Ratings00 Ratings
Help Desk CRM integration8.774 Ratings00 Ratings
Best Alternatives
IntercomTwilio
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
Conversica
Conversica
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
IntercomTwilio
Likelihood to Recommend
8.9
(251 ratings)
6.4
(68 ratings)
Likelihood to Renew
8.9
(19 ratings)
8.1
(5 ratings)
Usability
8.7
(159 ratings)
9.5
(10 ratings)
Availability
9.1
(1 ratings)
-
(0 ratings)
Performance
9.1
(1 ratings)
6.5
(14 ratings)
Support Rating
7.1
(10 ratings)
5.7
(16 ratings)
Online Training
8.1
(2 ratings)
-
(0 ratings)
Implementation Rating
7.5
(5 ratings)
9.5
(2 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
9.1
(1 ratings)
-
(0 ratings)
Professional Services
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
IntercomTwilio
Likelihood to Recommend
Intercom
Intercom is well suited to tie in a product that is available via the web AND in-app. We currently have it assigned to both, but do not have web functionality for our users, so as a web platform, it's not used as well as it can be. However, I would recommend it to others as an effective all-in-one solution for customer communication.
Read full review
Twilio
Twilio excels in customer service applications, enabling automated SMS updates or voice calls for order confirmations and support. It's ideal for implementing two-factor authentication, enhancing security for online services. However, it's less suitable for businesses needing in-depth, custom telephony infrastructure, as it primarily offers standard, API-driven solutions, or for regions with limited internet connectivity, where cloud-based services may be unreliable.
Read full review
Pros
Intercom
  • 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.
Read full review
Twilio
  • Easy to see my team in one place, when they log in and out and what call status they are in.
  • Twilio is a simple, user friendly way to log in and out of work activities.
  • Excellent services and support.
  • The omnichannel feature which allows agents to get request from all channels.
Read full review
Cons
Intercom
  • 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
Read full review
Twilio
  • In my opinion, online support is extremely subpar for clients.
  • In my experience, no way to talk with anyone without a $1,500 investment monthly in their service.
  • In my experience, be prepared to wait at least 2-4 days to receive even one response from their support.
Read full review
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.
Read full review
Twilio
We have standardized our processes surrounding Twilio. The entire process just works! There is no significant gap that we need to fill. Instead of thinking about Twilio's replacement, we'd rather focus on our customers with Twilio. It meets all our uses-cases currently. We haven't even explored the entire suite of applications to determine what other use cases we may potentially use.
Read full review
Usability
Intercom
Overall, I find that Intercom has almost every feature on our wishlist. Sometimes, I find the location of admin settings a little bit clunky, but part of that may be that I'm newer to the tool. On the chat visitor side, I find Intercom to be flawless (as I've used it frequently as a chat visitor with other orgs).
Read full review
Twilio
Overall the product API is extremely well documented so it is very easy to build a product with their technology. The website is a little bit cumbersome to use as they have greatly expanded the number of products that they have over the years, but the dashboard UI has not been improved much since.
Read full review
Reliability and Availability
Intercom
always there
Read full review
Twilio
No answers on this topic
Performance
Intercom
works perfect
Read full review
Twilio
The problem tends to be us, the user, rather than Twilio. We don't reach out to support fast enough (spend time struggling), but when we have, they've solved our issue immediately. We are rural, so there are signal issues to accommodate, however, we find that a few staff on a few cellular networks can triangulate where we all have signal to put up a sign.
Read full review
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.
Read full review
Twilio
I've never had to contact Authy's support. Of course, that's because Authy is so simple and easy to use that there hasn't been any need to. Authy correctly implements the time-based one-time password (TOTP) protocol, and becomes it conforms to the standard, it easily replaces Google Authenticator for your needs.
Read full review
Online Training
Intercom
Easy to know the learning path
Read full review
Twilio
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.
Read full review
Twilio
The developer APIs and SDKs are super easy to follow.
Read full review
Alternatives Considered
Intercom
We prefer to use Intercom for communications in general since we can keep all in one place. However, we were using other features in CZ instead of intercom e.g journeys instead of series for onboarding since the ones created in Intercom didn't have great engagement
Read full review
Twilio
Twilio was referred to me by a business colleague, and I can't be more thankful! Twilio has helped my Facebook page by leaps and bounds, and I haven't even considered trying another chat option for my page. It is easy to set up, and customer service is quick to answer any and all questions you may have. I highly recommend it!
Read full review
Contract Terms and Pricing Model
Intercom
No answers on this topic
Twilio
Being in South Africa, direct local currency support would be nice
Read full review
Return on Investment
Intercom
  • 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
Read full review
Twilio
  • Adding in phone numbers onto our onboarding sequence has increased our user activity by about 30%. We believe due to the users being more invested in the application now.
  • On top of that, our first SMS has increased our week 1 retention by about 15%. Pushing users to go on the app more than 2-3 times has been a struggle and SMS seems to be a solid driver in retention.
Read full review
ScreenShots

Intercom Screenshots

Screenshot of Support Bots: Intercom brings upleveled support automation that scales support teams by resolving 33% of common questions.Screenshot of Shared Inbox: From quick to complex questions, the Intercom Inbox workflows helps resolve issues in real time and improve team efficiency—without sacrificing CSAT.Screenshot of Product Tours: Connect the dots from sign-up to success with Intercom' interactive product tours.Screenshot of Campaign Builder: Series, Intercom's visual campaign builder, lets users send cohesive messages across channels—inside the app and out.Screenshot of Intercom Surveys: In-context customer surveys, Intercom Surveys connects users to valuable customer insights—and then helps to turn those insights into action, automatically.Screenshot of The Intercom Messenger

Twilio Screenshots

Screenshot of To access any of the products in Console, head over to the “Explore Products” section and start building.Screenshot of Whether you prefer to build with a drag-and-drop visual editor or with code, Twilio SendGrid Marketing Campaigns helps you engage your customers through email.Screenshot of Flex is a programmable Contact Center that puts you in control.