FreshDesk vs Intercom

Overview

FreshDesk

Stacks456

Followers276

Votes8

Intercom

Stacks6.7K

Followers3.2K

Votes604

FreshDesk vs Intercom: What are the differences?

Introduction

FreshDesk and Intercom are both popular customer support software solutions that help businesses manage and handle their client inquiries and interactions. While they share similarities in terms of customer support functionalities, there are key differences that set them apart from each other.

1. Flexibility of Features: FreshDesk offers a wide range of features that cater to various customer support needs, including ticketing, knowledge base, and chat support. Intercom, on the other hand, focuses more on live chat and messaging features, aiming to provide personalized and real-time support to customers.

2. Target Audience: FreshDesk primarily targets small to medium-sized businesses with its comprehensive customer support solution that offers scalability and customization. In contrast, Intercom is more suited for businesses that emphasize personalized communication and engagement with their customers, making it ideal for startups and SaaS companies.

3. Pricing Model: FreshDesk offers a tiered pricing model that provides different plans based on the needs and scale of the business. Intercom, on the other hand, uses a usage-based pricing model, where the cost is determined by the number of interactions and the features used, making it more suitable for businesses with fluctuating support needs.

4. Integration Capabilities: FreshDesk provides a wide range of integrations with popular CRM and productivity tools, allowing seamless data flow and collaboration across different systems. Intercom, on the other hand, offers integrations mainly focused on customer communication and marketing tools, emphasizing its messaging and engagement capabilities.

5. Customer Relationship Management: FreshDesk includes built-in CRM functionality, allowing businesses to manage and track customer interactions and relationships. Intercom, on the other hand, offers more advanced CRM features, including user segmentation, lead qualification, and automated messaging, enabling businesses to have a more in-depth understanding of their customers and nurture relationships.

6. Automation and AI: FreshDesk provides basic automation capabilities, such as automated ticket routing and predefined responses. Intercom, on the other hand, leverages advanced automation and AI features, including chatbots and automated workflows, to streamline customer support processes and provide personalized experiences.

Summary In summary, FreshDesk caters to businesses of different sizes with its comprehensive customer support solution, while Intercom focuses on personalized communication and engagement with customers, particularly suitable for startups and SaaS companies, offering messaging and CRM features with advanced automation and AI capabilities.

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Detailed Comparison

FreshDesk	Intercom
Freshdesk is an on demand customer support software that works across multiple support channels.	Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Have targeted communication with customers on your website, inside apps, and by email.
Get tickets from just about anywhere- Freshdesk automatically converts customer emails, Twitter mentions and comments on your Facebook pages into support tickets.;Categorize, prioritize and assign with Dispatch'r- Dispatch’r is your smart helpdesk co-ordinator built into Freshdesk.;Create custom ticket fields specific to your business- With customizable ticket fields, Freshdesk lets you add specialized fields to better organize your tickets.;Copy tickets to someone, or bcc to a dropbox- Freshdesk lets you add a “cc” or “bcc” to any reply.;Get a quick overview with help desk activity streams- The moment you login, you need to get a quick digest of everything happening in your helpdesk.;Split complex tickets, or Merge similar ones- With Freshdesk, you can split and merge tickets with just the click of a button.;Get smart suggestions of possible solutions- Freshdesk automatically searches for solutions and workarounds related to a ticket and suggests them to the agent.; Reuse common replies with Canned Responses;Automate common tasks and help desk scenarios;Mail to KBase and Create Knowledge on the Fly;Eliminate guesswork with a separate knowledge base;Track time spent and generate customer time sheets;Promise and prove customer service levels- Customers demand the service levels that your support promises. With Freshdesk you can setup SLAs that tie what you promise to what you deliver.;Manage customer contact and companies;Draw deep insights with advanced helpdesk reporting;Help customers help you through community forums;Let your customers share ideas and vote on them too;Let each agent use your helpdesk in their language;Rebrand your portal to reflect your theme;Extend Freshdesk with Integrations and the API;	Live customer data;Rich user and company profiles;Real-time customer segments;Email and in-app messages;Auto-messages based on time or behavior;Custom email templates;Rich, personalized message composer;Performance metrics;Event tracking;A/B testing;Web & mobile compatibility;APIs and webhooks
Statistics
Stacks 456	Stacks 6.7K
Followers 276	Followers 3.2K
Votes 8	Votes 604
Pros & Cons
Pros 3 Omnichannel capabilities 2 Great Value for Money 2 Centralizes our customer support 1 Cheap	Pros 169 Know who your users are 115 Auto-messaging 107 In-app messaging as well as email 88 Customer support 68 Usage tracking Cons 7 Changes pricing model all the time
Integrations
Jira Salesforce Sales Cloud Google Analytics Mailchimp Campaign Monitor Harvest Olark SnapEngage Constant Contact iContact	Stripe Zendesk Zapier Segment Salesforce Sales Cloud Mailchimp GitHub Slack HipChat

What are some alternatives to FreshDesk, Intercom?

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Help Scout

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Customer.io

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Kayako

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Desk.com

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Groove

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Pimcore

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Zammad

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Vision Helpdesk

It is an all-in-one Help Desk platform for businesses of all sizes. In addition to its basic help desk capabilities, it offers ITSM Service Desk Software & Live Chat Software.