Intercom and Drift are both customer messaging platforms utilized by the organizations to make their business easier by directly getting in touch with their customers. Both of these solutions are conversational marketing and sales platforms. To know how Intercom is better than Drift, let us first understand how both these platforms function and what are the factors that make them unique.
What is Intercom?
Intercom is one of the largest customer messaging platforms since its establishment in 2011. Intercom offers businesses with the tools and techniques they need to recast their sales and customer support. This tool provides services into three individual unique solutions: Messages, Inbox, and Knowledgebase. Moreover, it allows users to utilize the facilities by individually subscribing to one, two, or even all three offerings to build their customized platform.
What is Drift?
Drift gives a tough competition to the advanced messaging platform Intercom, and it was established just a few years after Intercom, in 2014. Similar to Intercom, Drift is also a customer messaging platform that offers your business a new means to connect with customers and drives potential sales to their client’s business.
Intercom Over Drift
Given the experience of being in Chat industry, Intercom offers a good number of advantages over Drift. Let’s have a look:
1) Services and Solutions:
The significant difference between both of these tools lies in the way their solutions are tiered, priced, and offered. Intercom offers three autonomous services that companies can select and choose between; on the other hand, Drift only offers its complete platform as a single, integrated platform.
Operating as an entire single platform, Drift only charges users once for providing them with a whole set of solutions for their entire platform. This can be a disadvantage for some customers at times, as they may require only a single service or a set of two, but they need to purchase an entire package of services that may not even be required by them.
2) Products Offered
Intercom’s services are not only limited to just messenger, but it also offers a Team Inbox to help your company manage conversations from different leads from a single location. Intercom provides a knowledge-based solution enabling your business to support customers with a customer-operated database of tutorials, manuals, and FAQs.
While Drift’s solution is comparable to the Messages and Inbox offerings from Intercom, it lacks an equivalent knowledge-based solution.
Though both providers offer a very comparable platform, they are served in vastly different ways. Further simplifying, Drift offers similar functionality but doesn’t separate its features into different solutions. This feature may seem a bit complicated to some users, as managing multiple products can get confusing at times. On the other hand with Intercom, you can manually select the solution you desire to have for your business.
3) Cost Estimation and Features
Intercom offers a bit different pricing, the cost of the services is estimated based on the total number of monthly active users of your website or app and further broken down into an Essential or a Pro plan. The Pro plan accommodates more features, comprising of smart campaigns, A/B testing, integrations like Salesforce, and much more. Cost estimation through Drift is carried out in a straight forward scheme, with the elevated plans of offering your business more users and features. Drift offers two different pricing structures: Drift for Teams and Drift for Enterprise. The point of difference here is that Drift places limitations on both Seats included as well as Active Users but does not separate these as Intercom does.
Integrations are the most critical aspect of any business solution that can make or break a service provider in a head to head comparison. Integrations connect multiple platforms to provide the best support possible in customer service, sales, and lead capture.
Integrations are just as critical with Intercom and Drift since these platforms are about revolutionizing how your business engages with clients and potential leads, they must integrate with the other tools your company is employing to capture leads and improve service.
Intercom’s list of 60 integrations includes the standard CRM integrations like Salesforce and Zendesk. It also provides some other impressive combinations, including social media, WordPress, collaborative tools like HipChat, Slack, and Microsoft Teams, along with Automation integrations like Automate.io and much more.
Drift’s integration list is roughly 28, which does not allow it to include some of the more critical integrations, including established CRMs like Salesforce and Zendesk, as well as Go CRM and Desk.com.
Hence it can be concluded that Intercom offers way better integrations, as Drift does consist of the crucial combinations, and on the other hand, Intercom’s selection goes above and beyond.
4) Support Options
Customer service and support is an incredibly vital aspect of the services provided by the support platforms. Both Intercom and Drift make it possible to engage in a live chat with representatives right on their website along with Online Manuals, Tutorials, and FAQs for users to solve issues by themselves.
Both the providers also comprise of an Online Status page, which enables users to check the contemporary status of all services from each provider. These services include time taken since the services are up, issues with services, API response times, and more.
The points mentioned above clearly signify that it is a close comparison between Intercom and Drift as both providers offer the same services. Intercom wins out by a hair here as Drift does not provide email support to its clients.
5) Mobile Apps
In today’s time, mobile apps are a prerequisite for any cloud-based service provider. The same rings true for both providers Intercom and Drift, as both offer the facility of a mobile app for your business to utilize the platforms on-the-go.
One of the significant points of difference between both the providers is that through the Drift states platform, you can send in-app messages, but Intercom explains how you can integrate the platform directly to your mobile app. This feature provides a secure cellular DNA for the solution. Intercom also offers robust functionality, with access to the entire Team Inbox.
All the points mentioned above justify the fact that Intercom is better than Drift.