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Conversational Cloud vs Intercom Comparison

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Overview

LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...

Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-based...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

67

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

39

5

4

3

2

1

24

10

2

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
86%
would recommend this app

4.5

841

5

4

3

2

1

557

201

56

11

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

I love the ease and interface of this program. It’s very smooth for the most part and the stats provided are a fantastic tracking tool.
The customer support agents on LiveEngage is just an extra reason why I love this program , they are polite ,willing to help and are available at all times.
Great product and great support should you need anything ,was a funniest when it came to using some software but all I had to do was contact the support department and they plenty helpful.

Pros

Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Cons

Terrible customer service - we were charged for months after closing the account.
Trying to figure out myself how to. Find an up to date tutorial (practically an impossible mission through the maze of unclear web pages and unsuccessful searches).
This can be really confusing when you have multiple chats opened named "visitor.

Cons

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
We have stuck with intercom for 4 years at this point and no plans to leave.
Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.
  • Vendor responds to reviews
  • Last review2 years ago
  • Vendor responds to reviews
  • Last review6 days ago

Key features

  • Total features67
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • CAN SPAM Compliance
  • CRM
  • Campaign Management
  • Canned Responses
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Conversion Rate Optimization
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales / Marketing
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Proactive Chat
  • Process/Workflow Automation
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management
  • Total features95
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • CAN SPAM Compliance
  • CRM
  • Campaign Management
  • Canned Responses
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Conversion Rate Optimization
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Reports
  • Dashboard
  • Data Import/Export
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales / Marketing
  • Geotargeting
  • Help Desk Management
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Mobile Access
  • Mobile Optimized Emails
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Performance Metrics
  • Pre-Configured Bot
  • Predictive Analytics
  • Proactive Chat
  • Process/Workflow Automation
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Sentiment Analysis
  • Social Media Integration
  • Spam Blocker
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Text Analysis
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management

Integrations

  • Total integrations18
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations414
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

Intercom logo

Intercom

Intercom's Inbox

Reviewed 2 years ago

It is decent enough for most organizations to facilitate but other software like Help Scout does it better in my opinion.

Pros

I liked that it alerted you on replies and new messages almost instantly. This was the first conversational/relationship platform I used for work and it was good enough.

Cons

It was kind of confusing which is why I would always avoid checking my inbox. It took a while to get adjusted to the software because it wasn't clear how the messages were formatted or showing up from the front end. It's really easy to get lost in all the technical details and options Intercom has to offer.

Vendor response

Hi Sara, thanks for taking the time to leave us this review and send us on your feedback. I can see it's been over a year since you last used Intercom and we've made a lot of changes since then, especially in our Inbox tool. If you're ever interested in seeing what's new please get in touch via the messenger. Thanks again, Kate (Intercom - Customer Engagement)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Intercom logo

Intercom

The Best

Reviewed 3 years ago

Excellent multi year experience, great value for our team and customers

Pros

Intercom's conversational model works well for our customers and our support team. Our team likes the simplicity. The reports make it easy to identify service gaps and the messaging platform has been helpful to segment and reach our customers at scale.

Cons

I wish tag reporting was more robust. The line graph for tag rates is good but the data could be represented in a more digestible way (pie chart, graph)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Intercom logo

Intercom

Great tool for conversations - not for tracking

Reviewed 4 years ago

Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.

Pros

This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology. Intercom has helped to create more of a conversational-based outlook for our success team.

Cons

This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.

Vendor response

Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Intercom logo

Intercom

Widely used

Reviewed 3 years ago

Attaching my screenshot by dragging and dropping from Cloud App works seamlessly and has helped me convey my problem to support teams around the world who has the solution to my problem.

Pros

I tend to trust companies more who have bought into the intercom ecosystem. It's such a polished app that looks great on every site I've seen it on. From products to service companies, intercom very popular and my experience through a customers lense is WOW! I like that I can get a response later on by email if nobody can answer the live chat.

Cons

I have not experienced any cons to the software besides requesting more design options for the chat bubble and box.

Vendor response

Thank you so much for leaving us this review Kevin! I'll make sure our designers and engineers see how much their hard work is being appreciated. Kate (Intercom - Customer Engagement)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Intercom logo

Intercom

Easy Engagement with Customers and Potential Customers

Reviewed 4 years ago
Pros

We love how easy Intercom was to set up and the easy to use cloud based messaging system. Being able to set up rules to route the questions that came in made our team run a lot more efficiently.

Cons

We ended up just leaving Intercom due to their price increase. While we loved the system and it was doing exactly what we needed, their new pricing structure more than doubled what we were paying making it too expensive to continue using.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Intercom logo

Intercom

Great suite of features

Reviewed 3 years ago

Has solved a lot of customer support efficiency problems for us.

Pros

Intercom has been expanding beyond just a web chat service and we've loved the newer features they've added. It's really easy to integrate with websites and cloud based SaaS platforms. It also integrates with our internal CRM for easy tracking of customer inquiries.

Cons

A little pricey once you start adding all of the features. Also, they are a chat company that doesn't use chat support efficiently for their own customer support. Average response time is 4-5 hours at best.

Vendor response

Thank you so much for taking time to leave us this review. I'm so happy to hear that you love our recent features, our team works really hard to bring you new and improved capabilities! Thanks also for your feedback on our pricing and support - I've passed this on to those teams. Although we don't offer real-time support, we do aim to get back to every customer as soon as possible. We are also always improving our Help Center and recently launched our Academy which is full of answers! Thanks, Kate (Intercom - Customer Engagement)

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Intercom logo

Intercom

Excellent company and product allowing instant customer support via live chat

Reviewed 4 years ago

Excellent way to decrease time customers get answers to their needs. Reduction of case creation and elimination of language barrier from our Philippine-based staff.

Pros

Easy implementation, low cost, user friendly. Intercom's live chat tool was quickly enabled on our cloud-based SaaS client platform. It's ease of use allows customers to instantly interact with our support team and quickly address their needs. Has great reporting tools and great customer support.

Cons

Needs more options to set icon on user site to draw attention to live chat feature available. Pop-ups, icon scrolling, etc. would be a nice addition.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Intercom logo

Intercom

Intercom is the tool of choice for customer operation teams

Reviewed 3 years ago

It's easy to implement, ship and scale with your business. They are also actively adding new features on the weekly basis, so it feels like you're not using a sinking ship. It's definitely a maintained product that has a robust future ahead of it. Would recommend.

Pros

Intercom has quickly turned into the benchmark for live chat and customer communication tools. I can't think of a cloud solution out there that rivals the UX of intercom. Easy to implement (a few lines of code) and is very scaleable. Works with 10 customers, also would work with 10,000.

Cons

It gets pricey. Their pricing plans are a bit hidden behind a glass door, and it's not clear what you're paying for at times. Also it does seem like some teams are getting a "friends" deal... or not paying for what other teams are. Overall I'd say they need to lower their pricing or offer a free plan for users who aren't as committed to the product as others are.