Intercom VS Drift: Which is Your Finest Buyer Help Possibility

It’s time to settle this as soon as and for all; Intercom vs. Drift – what’s a greater choose?

Drift vs. Intercom is a long-standing debate as a result of they’re heavy-duty reside chat options with the identical functionalities but pit towards one another. However let’s not overlook that they each are standard reside chat options that want no introduction.

For those who’ve landed on our weblog, you’re attempting to accept considered one of these options. The query is – would you select Intercom’s conversational chatbot or Drift’s intuitive design?

Powerful alternative, it appears. Contemplating your Drift vs. Intercom confusion, we’ve completely analyzed the 2 instruments based mostly on their pricing and options.

Right here’s what we came upon.

For those who’d like a deeper evaluation, then that is what you’ll come throughout in our weblog:

Introduction to Intercom & Drift Chat Options

Intercom

Need to construct conversational help, advertising & gross sales expertise in your prospects? In that case, Intercom is your go-to instrument. It claims to have partnered with greater than 25k companies. Nonetheless, these days, Intercom has been recognized for its messaging and chatbot functionalities greater than reside chat. It’s considered one of their efforts to indicate their buyer base that they’ve entered the client help automation trade.

Drift

Drift, often called the income acceleration platform, is one other reside chat resolution that you would be able to’t miss. This model claims for use by 50,000+ companies who’ve accelerated their income utilizing their buyer help instrument. Like Intercom, Drift primarily promotes itself as a chatbot service supplier that captures leads and accelerates gross sales for its prospects.

Completely different Standards for Evaluating Two Giants

Whereas Intercom and Drift market themselves to be messaging and chatbot service suppliers, different features set these opponents aside.

That will help you higher perceive, we’ve in contrast these two corporations based mostly on their options, pricing, and different elements. Right here’s an inventory of standards we plan to make use of to check these two instruments.

• Interface
• Characteristic Comparability
• Integrations
• Pricing Plans
• Person Evaluate

Drift vs. Intercom Chat for Buyer Help: Interface

• Drift

Within the first impression, Drift’s consumer interface seems fairly simplistic. However discovering options can delay your agent’s response to a buyer’s query in real-time.

In case you are an admin, discovering all of the options gained’t be a problem. However suppose you aren’t an admin or from the group who was concerned within the setup course of. In that case, you can find it problematic to entry the mandatory options that may elevate the service expertise for patrons. What’s worse, in the event you change to a unique CMS platform, you’ll discover a lag of their backend system’s efficiency.

• Intercom

Not like Drift, Intercom is understood for its easy consumer interface. It helps your brokers discover all buyer information in a single place. All they need to do is click on on a buyer’s title, and the brokers will discover your complete dialog historical past and particulars captured from a earlier interplay. You possibly can even observe their suggestions from earlier expertise and assist your brokers improvise or personalize future experiences accordingly.

Intercom vs. Drift: Characteristic Comparability

1. Chatbot

• Drift

One of many first options that each Drift and intercom ought to be in contrast on is a chatbot. They each actively promote themselves to be chatbot suppliers. Nonetheless, Drift is primarily a chatbot service supplier that focuses on serving to purchasers determine and speed up income alternatives.

That’s not all. Drift’s AI-powered chatbot helps its purchasers construct customized experiences with out human intervention, making its efficiency extra intuitive than different counterparts available in the market. What’s extra, it affords detailed analytics experiences on all of the chatbots added to your web site. This manner, you get to find out how many individuals engaged along with your chatbot and to what extent.

• Intercom

Chatbots are some of the promoting options of Intercom. They’re simple to configure and set up in your web site. Nonetheless, Intercom isn’t just a chatbot service supplier like Drift. They have been initially constructed to assist your brokers deal with complicated drawback decision.

Intercom understands that it may be draining and time-consuming for brokers to maintain repeating regularly requested questions. That’s why they introduced within the chatbot performance. Nonetheless, they’ve diversified their chatbot as a conversational gross sales, help, and advertising channel. This is without doubt one of the explanation why chatbot performance is in direct competitors with Drift.

2. Pre-Chat & Offline Kinds

• Drift

Drift relies upon not solely on its chatbot but in addition on pre-chat and offline message varieties to seize leads. Whereas the characteristic might not appear to be exemplary nevertheless it does enhance the lead era course of.

• Intercom

One of many drawbacks of Intercom is that it doesn’t supply offline message varieties. Meaning in case your brokers are offline, it gained’t enable filling in an offline message kind. Whereas this may increasingly not look large within the presence of chatbots, however those that wish to join with brokers straight fairly than going via chatbots would miss this characteristic for positive.

3. Human Handover

• Drift

Even after being a chatbot service supplier, Drift ensures that human handover takes place seamlessly. It’s not a chatbot routing a chat to a particular division, however an agent taking up an energetic chatbot dialog to verify the client receives an answer quicker. Fortunately, this performance has helped Drift customers assist prospects keep away from repeating themselves and enhance the decision fee additional.

• Intercom

Human handover is one other primary performance that Intercom misses out on in its characteristic listing. This characteristic might not seem like an enormous miss when it helps you route the best conversations to the best division. However that additionally implies that your brokers can’t intervene if they will’t see the chatbots providing an answer to the client. The brokers must watch for the chatbot to route the chat to them after which chat with prospects.

4. Works Throughout All Cell Gadgets

• Drift

Drift already affords a SaaS-based resolution that’s good for desktop customers. Along with this, it additionally supplies a cellular app for Android and iPhone customers. Nonetheless, it fails to create an iPad or tablet-optimized software for its customers.

• Intercom

Then again, Intercom hasn’t left a single cellular divide whereas creating its cloud-based resolution for patrons. You could find Android, iOS apps for all their cellular gadgets. Meaning in the event you want to supply help to prospects on the go through your favourite cellular system is feasible with Intercom.

5. Suggestions Assortment

• Drift

With Drift, you possibly can handle taking surveys and polls along with your prospects throughout an ongoing chat. Nonetheless, it fails to supply suggestions assortment performance to its consumer base. Meaning, as soon as a chat involves an finish, you gained’t know whether or not your prospects have been glad along with your companies or not.

• Intercom

The identical is just not true within the case of Intercom. This reside chat service supplier affords suggestions assortment performance to its customers. You possibly can acquire suggestions as soon as a chat involves an finish. This may assist you to perceive two issues clearly. One, you’ll perceive whether or not your companies have matched your buyer’s expectations or not. Two, you’ll get the chance to gauge your operator’s efficiency at size.

Intercom vs. Drift: Integrations

• Drift

Drift is understood to combine with a wide range of platforms that vary from advertising to analytics instruments. Nonetheless, when in comparison with its contemporaries, it affords no more than 50 integrations. You possibly can combine with standard platforms comparable to Slack, Zoom, Zapier, Full Story, Piesync, Zendesk, Salesforce, and extra.

• Intercom

Intercom affords a variety of integrations to its customers. From Stripe, Hubspot, Salesforce, Jira Cloud to messaging platforms like WhatsApp, Tribe, and Tolstoy, greater than 300 platform choices can be found in your group to combine with Intercom.

Intercom vs. Drift: Pricing Plans

• Drift

Premium: Request a quote

Superior: Request a quote

Enterprise: Request a quote

To learn about Drift’s pricing intimately, you’ll both have to enroll in the product or request a quote to supply a demo for the product. Additionally, in the event you see their premium plan, you’ll know that they are saying that “every thing is free, plus.” It isn’t clear whether or not they have a free trial or free plan for small and medium enterprises or not.

• Intercom

Starter: $79/month

Conversational Help: Get a Demo

Conversational Buyer Engagement: Get a Demo

Conversational Advertising: Get a Demo

Intercom’s value begins from $79/month. That itself offers us a demo of how costly they will get as you go up of their plans. Please observe that $79/month consists of per agent’s seat, which is $19/month and $50/1,000 reached. That’s not all. They even supply their superior options to purchasers for an extra value of $65/month.

Additionally, in the event you have a look at their conversational plans, their characteristic listing modifications based mostly on the use case. For those who take up their conversational help plan, you’ll entry self-serve, proactive, and human help. Nonetheless, the identical options gained’t be obtainable in a conversational buyer engagement plan. The identical is true for the conversational advertising plan as nicely.

Drift vs. Intercom: Person Evaluate

1. Capterra

• Drift

Drift has a score of 4.5 stars out of 5 based mostly on the present 157 evaluations posted by their purchasers on Capterra. Out of those 157 purchasers, 75.5% are able to advocate Drift as a buyer help chat resolution to different companies.

• Intercom

Intercom has an identical score as Drift. Nonetheless, its 4.5 stars score is predicated on 784 evaluations posted by their purchasers. What could appear a bit off is the chance of purchasers recommending to others is 74.4%, which is much less when in comparison with Drift.

2. G2.com

• Drift

Drift has a score of 4.5 stars out of 5, even on G2 with 532 evaluations from purchasers. What’s extra, this score is a mean of rankings on totally different product functionalities like customization, drip sequence, human routing, personalization, and extra.

• Intercom

The identical goes for Intercom. This reside chat software program can be rated 4.5 stars out of 5. Nonetheless, it has rankings from extra purchasers when in comparison with Drift. You will note that 1,848 evaluations have been registered on G2 for the reason that product was listed and have gained 64.8% of evaluations from small enterprise homeowners.

Verdict: What’s the Finest Stay Chat Answer?

After a deep evaluation between Drift and Intercom, selecting one on this epic battle is getting exhausting. That’s as a result of each are the very best reside chat options in their very own proper. What we are able to do is determine when and the place will both of those reside chat options be relevant.

When Ought to You Select Drift?

For those who don’t really feel the necessity to combine with a number of platforms concurrently, Drift could be a appropriate resolution for your small business. Not each enterprise wants entry to quite a few or, for that matter, 100s of integrations.

Even with restricted integrations, you get entry to extra superior options. These embody, however aren’t restricted to, drip campaigns, AI-powered chatbots, and different functionalities. They turn into extra essential for constructing higher help experiences and sustaining an inexpensive buyer satisfaction fee.

Nonetheless, you’ll find yourself lacking out on important options like suggestions assortment, cellular compatibility, and others.

When Ought to You Select Intercom?

Intercom is an enterprise-level reside chat resolution not due to its options however primarily as a consequence of pricing. This instrument begins at $79/month, displaying that the pricing will solely develop farther from right here on. But when pricing isn’t an issue for your small business, Intercom may turn into a well-integrated resolution in your help group.

It comes with greater than 300 integration choices and with a chatbot that may personalize every buyer interplay. Nonetheless, you possibly can find yourself coping with a non-responsive help group in the event you get caught with their chat interface and wish to get assist.

ProProfs Chat as an Different to Drift & Intercom

Suppose you possibly can’t afford an costly possibility like Intercom or nonetheless have your doubts about Drift’s intuitive chatbot performance. In that case, we’d advocate you ProProfs Chat as the proper different to each of them. ProProfs Chat is understood for its easy interface, spontaneous updates on incoming chats, and detailed operator and chatbot efficiency experiences.

Let’s see why ProProfs Chat is the proper different to each Intercom and Drift options:

• Clear Person Interface: ProProfs Chat has a user-friendly interface the place discovering options doesn’t look like a problem. It has a gentle studying curve, which implies your operators gained’t need to spend days or perhaps weeks studying about how the product works.
• Chatbots: This reside chat resolution can be recognized for providing a chatbot performance that requires no coding expertise at your finish. It helps a easy chatbot builder that helps you curate a conversational chatbot dialogue in minutes. You can also make one from scratch or edit one of many current chatbot templates to get began.
• Detailed Studies: From understanding how glad your prospects are to how productive your operators have been, ProProfs Chat helps you get a fast look in any respect help features. In case you’ve been searching for a chat resolution that lets you do exactly that, this reside chat resolution has acquired to be your choose. It showcases outcomes from all of the suggestions collected in seconds and lets you gauge your efficiency as a model quicker.
• Out there 24×7: In terms of buyer help, ProProfs Chat is undeniably some of the approachable groups within the SaaS market. They’re obtainable round the clock, making certain that your wants are met or the product expertise is personalized as per your expectations.
• Bulletins & Greetings: When you will have entry to options like Bulletins and greetings, your dependence on advertising instruments will possible scale back a bit. Whereas Bulletins assist your small business share upcoming product updates, gross sales, reductions, or occasion particulars, greetings assist you to provoke a proactive chat in seconds. This has allowed varied enterprise homeowners to enhance engagement and acquire entry to extra leads and gross sales.

We hope that this Intercom vs. Drift comparability helps you select one which matches your wants and expectations from a reside chat resolution.