Intercom vs LiveChat: What are the differences?

Key Differences between Intercom and LiveChat

Intercom and LiveChat are both popular customer communication platforms, but they have some key differences that set them apart. Here are six specific differences between the two:

1. Pricing Model: Intercom offers a subscription-based pricing model with different plans based on the features and usage, while LiveChat has a tiered pricing model based on the number of agent seats required. This difference allows businesses to choose the pricing structure that best suits their needs and budget.

2. Target Audience: Intercom primarily targets businesses in the SaaS (Software-as-a-Service) industry, focusing on providing customer communication solutions for this specific type of business. On the other hand, LiveChat caters to a wider range of industries and businesses, making it a versatile choice for various sectors.

3. Channel Integration: Intercom provides extensive channel integration with various messaging platforms like Facebook Messenger, WhatsApp, and Email, allowing businesses to communicate with their customers through multiple channels. LiveChat primarily focuses on website chat functionality, with limited integration options for other platforms.

4. Visitor Monitoring: Intercom offers advanced visitor monitoring capabilities, allowing businesses to track and view real-time visitor behavior on their website. These insights help in personalizing customer interactions and understanding user behavior. LiveChat, while providing some visitor monitoring features, does not have the same level of advanced analytics as Intercom.

5. Automation and Bots: Intercom provides powerful automation and chatbot capabilities, allowing businesses to automate responses, qualify leads, and handle common customer queries without human intervention. LiveChat offers basic automation features, but it does not have the same level of sophistication as Intercom in terms of chatbot functionality and customization options.

6. Support and Documentation: Intercom is known for its extensive support resources and documentation, including a comprehensive knowledge base, tutorials, and guides. LiveChat also provides support and documentation but is not as extensive or robust as Intercom. This difference can be crucial for businesses that rely heavily on self-help resources and require prompt assistance.

In summary, Intercom and LiveChat have distinct differences in their pricing models, target audience, channel integration, visitor monitoring capabilities, automation features, and support/documentation resources. These variances allow businesses to select the platform that aligns best with their specific needs and preferences.