Helpshift vs Intercom: What are the differences?

Introduction: In the world of customer support solutions, two popular platforms that are often compared are Helpshift and Intercom. These platforms offer various features and capabilities to assist companies in providing efficient customer support services.

1. Customization Options: One key difference between Helpshift and Intercom is the level of customization options they provide. Helpshift offers highly customizable features, allowing businesses to tailor the platform to suit their specific needs. On the other hand, Intercom also provides customization options but may not be as extensive as Helpshift.

2. Pricing Structure: When it comes to pricing, Helpshift and Intercom have different approaches. Helpshift typically offers pricing based on the number of monthly active users or interactions, making it more suitable for businesses with a large customer base. In comparison, Intercom focuses more on pricing tiers based on the features and services required, which may be more suitable for smaller businesses.

3. Integration Capabilities: Another important difference is the integration capabilities of both platforms. Helpshift is known for its seamless integration with various third-party tools and services, making it easier for businesses to streamline their customer support processes. On the other hand, Intercom also offers integration options but may not have as extensive a range as Helpshift.

4. Target Audience: Helpshift and Intercom cater to different target audiences. Helpshift is more focused on industries such as gaming, e-commerce, and mobile apps, offering specialized features for these sectors. In contrast, Intercom has a broader appeal and is used by businesses across various industries, offering a more generalized approach to customer support.

5. Messaging Features: In terms of messaging features, Helpshift and Intercom offer unique capabilities. Helpshift is known for its in-app messaging solutions, providing a convenient way for businesses to communicate with their users directly within their applications. On the other hand, Intercom offers a wide range of messaging channels, including live chat, email, and social media, making it a versatile option for businesses.

6. Analytics and Reporting: When it comes to analytics and reporting, Helpshift and Intercom offer different strengths. Helpshift provides robust analytics tools that offer insights into customer interactions, ticket resolution times, and agent performance. Intercom, on the other hand, focuses more on customer behavior analytics, providing businesses with valuable data on user engagement and interactions.

In Summary, Helpshift and Intercom differ in customization options, pricing structure, integration capabilities, target audience, messaging features, and analytics/reporting strengths.