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Intercom vs tawk.to Comparison

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Overview

Category Leaders

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational...

Category Leaders

tawk.to is a cloud-based live chat & messaging solution designed to help businesses of all sizes connect with customers via...

  • 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

No videos yet

Pricing

Starting from

39

/user

Per month

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

Starting from

0

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

User reviews

4.5

1K

5

4

3

2

1

690

263

67

15

18

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

4.6

329

5

4

3

2

1

217

94

12

3

3

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
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

The best thing about it is that it's free, and for a free chat, its a great experience - you're not going to find a better option.
The product is amazing and is even more so for its price tag - it’s offered free and the features are power packed to help me manage the stream of queries from my customers.
Take was helpful to me, considering the fact that it was available for free, since I was trying out lots of options then. I was happy with them as long as I used it.

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 do not have special concerns about the software even with the pricing. But one problem there was simply I can not decide whether it is the problem of G Suite or Tawk.to.
The notifications are inconsistent, and if you aren't monitoring it 24/7 you will miss people talking to you.
The chat notifications are A bit irritating. It would notify our boss if we didn't attend to chats.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last review23 days ago

Key features

  • Total features169
  • 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
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • 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 Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • 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 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
  • 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
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Total features22
  • 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
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • 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 Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • 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 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
  • 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
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations540
  • 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 integrations52
  • 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
AvatarImg

Greg G.

Used weekly for 6-12 months

Review source

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

Share this review:

tawk.to logo

tawk.to

Tawk.To is a free solution for securing leads.

Reviewed 6 years ago

Customer leads can be turned into sales more easily. :)

Pros

- Quick Wordpress integration - Customized messages depending on the page you're visiting - Mobile applications for the back end of things (i.e. if you get a message, you can chat with a customer on the phone) - The free version is great. try it out

Cons

It is not as well known as intercom is, so customers may be more wary to use it. Compared with Intercom, there is a bigger gap in functionality as well. This is understandable, though. If you JUST need to chat, then I see no issue with this.

AvatarImg
AvatarImg

David S.

Construction, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

tawk.to logo

tawk.to

Full featured chat software.. FREE!

Reviewed 2 years ago

We use tawk to provide support to our existing customers and to get new leads (answering pre-sales questions). It enabled us to provide this service without having to incur in recurrent costs.

Pros

It has 90% of all the features that expensive support provide, but for free. It is easy and well executed (haven't experienced any bugs so far).

Cons

The UX is not very modern, most have a look n feel similar to intercom, but tawk has stagnated in this regard.

AvatarImg
AvatarImg

Rick P.

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

tawk.to logo

tawk.to

You don't have to pay packet for live chat

Reviewed 6 years ago
Pros

Tawk gives you basic, live chat for free with no restrictions. I mean, come on, before you got straight to Intercom, give tawk a try. Sure the feature set and the customization possibilities are better on other platforms but all the other platforms strike me as prohibitively expensive for a small business, especially when most aren't even sure that live chat is for them in the first place. So tawk is a good platform to figure that out on. Tawk gives me just what I need with no hassles and with plenty of power. There's never been a hiccup in terms of uptime or service.

Cons

The backend is incredibly confusing. I never know which site I'm administrating or how to find what I'm looking for. I mean, compared to the great front end, this is really pretty embarrassing for them. It would be a nightmare, I imagine, for any agency administering more than a few sites.