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Intercom vs Freshchat Comparison

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Overview

Category Leaders

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way.

Category Leaders

Freshchat is a modern messaging software built for customer support teams to talk and customers on the website, mobile app, or social

  • 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

39

/user

Per month

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

Starting from

1799

/user

Per month

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

User reviews

4.5

1K

5

4

3

2

1

705

268

68

16

19

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

4.1

112

5

4

3

2

1

48

40

15

4

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

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.

Pros

I loved being able to use an intelligent bot and program it my way, likewise, the best functionality is being able to mount it on any web page just by pasting the Json.
I like their UI the best, it is very intuitive, easy to understand, and looks beautiful. I can also customize their theme as per my website's requirements.
Quick and simple to use, looks elegant and very professional. The ability to upload images and files is excellent and can be integrated with the business site.

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.

Cons

I found it a bit difficult to incorporate in my website. The messages that I read in the morning accumulated in the inbox but with no real customer's names, so I was unable to know who was who.
Sound notifications were not working, the support staff said 'check your computer is not muted' - what. Is this a phone company telling me to check my router is plugged in.
Difficult to transfer chat. Really bad customer support.
  • Vendor responds to reviews
  • Last review17 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features166
  • 2-Way Messaging
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asynchronous Learning
  • Audience Targeting
  • Augmented Analytics
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Catalog Management
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Customer Communication
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimization
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Zone Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management
  • Total features64
  • 2-Way Messaging
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asynchronous Learning
  • Audience Targeting
  • Augmented Analytics
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Catalog Management
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Customer Communication
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Intent Recognition
  • Interaction Tracking
  • Interactive Content
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimization
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Zone Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Management

Integrations

  • Total integrations559
  • Adobe Commerce
  • BigCommerce
  • Google Ads
  • Google Analytics 360
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Instagram
  • LinkedIn for Business
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter/X
  • WooCommerce
  • WordPress
  • Zapier
  • Total integrations47
  • Adobe Commerce
  • BigCommerce
  • Google Ads
  • Google Analytics 360
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Instagram
  • LinkedIn for Business
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter/X
  • WooCommerce
  • WordPress
  • Zapier

User reviews that mention these apps

AvatarImg

Verified reviewer

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Freshchat logo

Freshchat

You get what you pay for.

Reviewed 6 years ago
Pros

Price is on the lower end of the customer chat solutions out there. And it has the core features you need if you need more than the cheapest options.

Cons

Where to start. Quality is an issue. If you don't have a lot of traffic, maybe this is enough. But the second you get into their more advanced controls, we just experienced so many anomalies... It was hard to know what was us and what was them. And anytime we reached out for help, the majority of their team is based overseas and turn around seemed slow. Then when it came to troubleshooting, they always wanted links and screenshots. Meanwhile, since they took so long to respond, you are long past being in the error state and moved way past the issue - knowing the issue still likely exists. This lead to nothing getting fixed or resolved. Pay the premium and get Intercom or Drift. Or get one of the cheap options out there.