Kustomer vs Intercom — Which Platform Is Better for the Year 2020?

Every now and then, a new help desk tool is introduced that promises unbelievable things at reasonable prices. Some of you will pass by and some of you will give it a shot. We, on the other hand, see them as an opportunity to make a comparison. Why? So you don’t have to! That’s right, today we will be looking at two platforms, namely, Kustomer vs Intercom.

Both are dedicated ticketing systems and as usual, we will take a look at features, user interface, and price. But unlike we usually do, we will also explore the integration options as these are becoming more and more in demand. So, without any further ado, let’s take a look at Intercom vs Kustomer.

Features

As per tradition, we’ll start with features as these are the ones that form the tool in the first place. For viewing pleasure, we’ve decided to spice things up and form a table that will make things easier for both us.

KustomerIntercom
AI-Based SentimentThis function allows you to trace your consumers’ attitudes so that your agents can determine the best course of action.

With it, you can prioritize and participate in conversations based on critical metrics meaning your actions will be more effective and meaningful.

Customizable botsOne of the key functions Intercom brings to the table is the customizable bots. They will work for you all week every single hour without pay.

Bots can start conversations, ask for additional information, and even report on potential leads.

Team PulseThis feature allows you to see what are your agents doing in real-time. This will not only prevent a collision but will make sure that the appropriate agent handles the specific case.Automated answersThe key idea of this function is to deliver your customers precise answers in an automated manner. Drawing solutions from your knowledge base and historical data, this system will deliver immediate and accurate solutions to common problems, meaning your service will continue working even when you are away or offline.
Context CardsDesigned to help agents, this feature allows you to set up context cards that will help your agents make a more effective decision without scrolling through different pages or programs. Save time and deliver good results is the main benefit here.Product ToursIf you operate with products, this feature will allow you to set up an interactive page where your goods are in front and center. It allows you to highlight different areas of your page, as well as it has a number of dynamic content elements.
Custom ReportingWhile simple in nature, this module has more tech behind it then you think. Whether you want a custom-built report or a simple download option, this feature will allow you to create reports of any kind. Team performance? Got it! Sales charts? No problem! Satisfaction rates? Say no more. It has absolutely everything you might ever need and the best part of it, it is very fast at crunching numbers.Targeted MessagesAs the name implies, this feature allows you to target customers with custom-tailored messages. Essentially, the way it works is that it tracks where your customers are and sends the appropriate messages. Say, if one of your leads views a certain product, he will get a predetermined discount (say 5%) in his mail. You can launch whole campaigns and expand this feature to social media platforms too.

User Interface

Now that we have the gist of features, let’s take a look at the whole experience. Both tools promise clever UIs and high levels of accessibility, so let’s take a look if there is any weight to these words.

Kustomer

Now if you take a look at Kustomer UI, there’s like 100% you’ll say the phrase “This is just like Zendesk”, provided you’ve seen Zendesk's UI. Yes, the tool is very similar in this regard, however, the way features are laid out is different and it does take some time to get used to it. It has the usual stuff, the sidebar, the main body with data, and the profile icon at the top right corner. What’s different though, is how these features work.

You see, everything is modular and will guide you to what you might need. Say, if you open a ticket, you will see a bunch of buttons that will tell you additional information such as who is the customer, what kind of knowledge base article on the issue you might have, etc. This is a testament to the user experience gurus over at Kustomer. Overall, we had a good time using the tool. Sure, there are a few rough edges but nothing that will distract you from your work.

Intercom

Intercom is very much like Kustomer in terms of user experience but the main difference is that it is more reminiscent of an email system rather than a help desk. Yes, Intercom is all about messaging and this evident in its user interface (not to mention features). The main body is like an email client. It has the contact information, the text itself, and different action buttons (open, close, and whatnot). On the right side of things you have the rest of messages whereas on the left you have customer details. It’s all very reminiscent of an email system.

Yet, what is different though, is the top portion of the menu. You have the standard stuff such as the notification bell and profile menu to the top left side. And on the left side is the People menu, and the Conversation menu. Both of these are directly responsible for quick access to vital submenus. Overall, the design is very simple, perhaps even too much for its own good. Well, at least you don’t have to worry that someone will have trouble navigating.

Communication

Communication is everything in business and there’s always not enough of it. Hence why most help desk solutions focus providing good level of interaction across all channels.

Kustomer

So, to kick things off, Kustomer has cross-channel communication. It does what it sounds like. The feature allows you to break down all communication silos into one hub where you will be able to see the entire story. Whether it is your customer timeline or you social media platforms, the system will allow you to consolidate all those different funnels into a threaded conversation, akin to a mobile messaging app.

With this module, you can pick up conversations, switch between different channels on the fly, and even send notifications in popular apps such as WhatsApp, Facebook Messenger, and Twitter. This is a highly capable system that can be further enhanced by marketing automation tools and extra integrations.

Intercom

Intercom is all about messaging and naturally, it offers a cross-communication module but unlike it’s rival, it is implemented granularly. While it can connect to social media platforms, it can be implemented inside an application, you don’t get a hub where all these connections are laid before you. Instead, the whole tool treats the connections as standard, in other words, you get the feature its just system-wide. This isn’t a bad thing, this is just a gripe and hardly a deal-breaker as the feature is technically still there and gets the job done.

Overall, Intercom’s communication tool is quite powerful. With it, you can track, sell, and support users through every step of the funnel that matters the most. Both tools are very similar and you can’t go wrong here. Both connect to social media platforms and both can track conversations.

Integrations

Integrations are very underappreciated these days. It is a very hard thing to get right as the vendor has to adapt its system to work with a completely different beast. But thankfully, both Intercom and Kustomer support a lot of native integration options. Let’s take a look at each system separately.

Intercom

Intercom is no stranger to integrations and it offers a ton of connections. Some of them are one-click sign-in options, others are a little bit convoluted as they require you to configure, or more appropriately, making use of the API system. You can hook the system with up to 62 different platforms. Among the most popular connections the tool allows are Salesforce, Zapier, Zendesk, Front, Slack, and Github. Now keep in mind, this isn’t the definitive list and we are confident that more platforms will be added in the future.

Kustomer

Next is Kustomer and it actually quite similar to Intercom in terms of integrations. It also supports many BI & Analytics platforms, as well as a number of eCommerce sites. Out of the entire list (which is 49 units long, mind you), the most popular one's connections are Gmail, Shopify, WhatsApp, Jira, Magento, Olark, Facebook Messenger, and Twilio.

Price

And the last part of our review/comparison is pricing. This is the most important part as it will be the deciding factor for many of you. We will take a look at the top tier plans as they, we believe, represent the systems best. Let's see which of the two tools offers the best value for your money.

Kustomer: Ultimate Plan ($169 per month, per user)

  • Enhanced Routing
  • Live Agent Auditing
  • Real-time Dashboards
  • Unlimited Collaboration Users
  • Sandbox Access
  • SAML Single Sign-On
  • Extended API Rate Limit

Intercom: Pro Plan ($169 per month, per user)

  • Automate multi-touch campaigns
  • Rules and automations
  • Control who can chat with you
  • Mobile SDKs
  • Office hours
  • Auto and manual messages
  • Permissions

If we had to pick one that would be Kustomer. It has way more sophisticated stuff despite the somewhat higher price tag. It’s not that Intercom is worse or anything, it’s just that it still has another tier ahead of it. Yes, the company offers a personalized plan that doesn’t have a distinct price point (hence why we didn’t include it). The price is calculated based on the number of features it has so if you need a super personalized plan, you can do that.

Verdict

So this wraps it up for our Kustomer vs Intercom analysis. It was a tough one to decide as both systems are great so we suggest that you give them a spin yourself. Both have a demo/trial plan so there’s nothing to lose. And in case you already set your mind and know what you want, we can help you move your stuff. If you’ve been following us, you know the drill, just drop a message and we’ll get you started. But for now, thanks for joining us, we’ll see next time.

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