Conversational Marketing Showdown: Drift VS Intercom (2019)


Conversational Marketing Showdown: Drift VS Intercom (2019)

Live chat software plays a crucial role in having instant customer support for your clients. As a matter of fact, a conversational marketing software application is extensive from just mere customer support – you can also optimize your marketing strategies to capture more leads. Especially when you have a business, and you sell your products in an online platform. 

Drift vs Intercom are examples of conversational marketing software that can help you get the job done. Both services offer exceptional features, but of course, you have to get informed about the differences between the two – they cannot be offering the same. 

And picking between the two platforms on which is a better alternative depending on your needs can be a hard task, for anyone. That is why I want to walk you through the various benefits of each of the platforms to help you make an informed decision on what to choose. 

Conversational Marketing Showdown: Drift VS Intercom (2019)
Conversational marketing software

Intercom

Intercom’s business is tired around helping you capture more leads, engaging with your customers and offering customer support services. It offers several solutions for conversational marketing including, instant messenger, chatbots, inbox, and also a knowledge base center.

Drift

On the basics, Drift is not much different from Intercom. It also offers customer-centric solutions tired around helping in capturing more leads and naturally interacting with your customers. Drift is a bit younger than Intercom as it was launched back in 2014, but the platform has grown as one of the best conversational marketing tools in the industry.

Pricing Drift VS Intercom

Pricing plays an essential role in these two programs. It helps you gauge which service offers the best value for money. See, the cheapest product does not automatically win when it comes to pricing. Various features attached to a pricing plan is what matters the most. And, sure, both Intercom and Drift have pricing plans pegged to the multiple features offered.

Intercom

Starting with Intercom, the platform has categorized its pricing plans depending on the type of service you need. Intercom has classified its plans into four different categories including All-in-One, Lead-generation, customer engagement, and Customer support. Apart from these, you can also talk to them for customized enterprise plans.

a) All-In-One

Under All-In-One, you have three options to choose from – The Essential, Pro and Premium.

  1. Essential Plan

Costs $89 per month.

What’s included in the plan:

  • Chat with customers using your Business Messenger
  • Use customer data for targeting and insights
  • Track the value of Intercom with our robust reporting
  • Manage all your customer email and chat from one place
  • Send targeted messages — emails, chats, and push notifications — on your site or in your product
  • Integrate with Stripe, Hubspot, Shopify, Google, and more
  • Track and analyze user information and behavior in your product

2. Pro Plan

Pro plan goes for $153 per month.

The plan includes the following:

  • All the Essential plan features
  • Customize your chat workflows with rules and automation
  • Automate multi-touch campaigns — just add messages and rules and Intercom does the rest
  • Control who can chat with you (and when)

3. Premium Plan

For the premium plan, Intercom has not blatantly stated the price. Instead, you will have to contact their customer support team for a quote.

However, here is what is included in the premium package:

  • All the Essential and Pro plan features
  • Use custom bots across your customer engagement process — from engaging and qualifying leads to scheduling calls
  • Get actionable reports on team performance and revenue
  • Integrate with Salesforce sandbox, Marketo, and Clearbit Reveal
  • Convert target prospects with account-based marketing campaigns
  • Set, track, and see reports on internal or external SLAs

b) Lead Generation

  1. Essential Plan

Price: $87/month

What’s included:

  • Capture leads on your website with live chat
  • Engage the right visitors by targeting automatically based on their behaviors
  • Get reports on leads captured, response times, and more
  • Integrate with Stripe, Hubspot, Shopify, Google, and more

2. Pro Plan

Price: $153 per month

What’s included:

  • All the Essential plan features
  • Automatically qualify leads when they start conversations
  • Route leads to the right sales reps based on rules
  • A/B test messages you send to optimize performance
  • Set permissions for who can create new messages, assign conversations, and more
  • Integrate with Salesforce, Zendesk, Github, and more

3. Premium Plan

What’s included:

  • All the Essential and Pro plan features
  • Use custom bots across your customer engagement process — from engaging and qualifying leads to scheduling calls
  • Report on key revenue metrics overall, by team and each sales rep
  • Close bigger deals by creating tailored experiences for target accounts with ABM
  • Use SLAs, chat limits, and advanced routing to accelerate response times
  • Integrate with Salesforce sandbox, Marketo, and Clearbit Reveal

c) Customer Engagement

  1. Essential

Price: $49 per month

  • Trigger messages
  • Measure performance

2. Pro

Price: $75 per month

What’s included:

  • All the Essential plan features
  • Automate multi-touch campaigns — just add messages and rules and Intercom does the rest
  • Control who can chat with you (and when)
  • Integrate with Salesforce, MailChimp, Github, and more

3. Premium

Price: Custom

What’s included:

  • All the Essential and Pro plan features
  • Optimize your messages with advanced A/B testing
  • Integrate with Salesforce sandbox, Marketo, and Clearbit Reveal
  • Set custom rate limits for Intercom APIs
  • Convert target prospects with account-based marketing campaigns

d) Customer Support

  1. Essential

Price $38 per month

What’s included:

  • Offer customers live chat support on your site or in your product
  • See customer information from your databases while you chat
  • Coordinate across your team with assignments, internal notes, and saved replies
  • Get reports to track volume, response times, and team performance
  • Connect your tech stack with apps for Stripe, Trello, Jira and more

2. Pro

Price: $78 per month

What’s included:

  • All the Essential plan features
  • Automatically assign and prioritize inbound conversations
  • Respond directly to Facebook and Twitter messages
  • Manage service quality with customer satisfaction surveys
  • Streamline workflows with 170+ apps, like Salesforce, Zendesk, and Github

3. Premium

Price: Custom

What’s included:

  • All the Essential and Pro plan features
  • Set, track, and see reports on internal or external SLAs
  • Control inbound volume with chat limits and advanced routing
  • Customize chat and emails by disabling gifs and attachments
  • Get 24/7 priority support, dedicated success team, and access to tech engineers
Conversational Marketing Showdown: Drift VS Intercom (2019)
Office Setting

Drift

On Drift, Pricing is also categorized into different options. I find Drift’s pricing plans a bit less complicated than Intercom’s. With Drift, plans are grouped into three; Individual, teams, and Enterprise.

Here is a breakdown of the various plans.

For Individuals

Drift has a free plan for individuals. This can be a good option for a start for individuals who need basic functionality on their website. The free plan offers Live Chat, Profiles & Calendars and integration onto Mobile Apps (both iOS and Android). There is also a paid plan that will set you back by $50 every month. Welcome Message, Live View, data Integrations, Drift Help & Knowledgebase Integrations plus all the features included in the free plan.

For Teams

For teams, the cheapest plan “Pro” starts at $400 per month billed annually while Premium starts at $1500 per month billed annually. Pro includes the following;

  • Custom Bots 
  • CRM Routing 
  • CRM Integrations 
  • Sales Enablement Integrations 
  • 30-day Onboarding

Premium includes;

  • Custom Bots  
  • Account-Based Marketing 
  • Multiple Teams 
  • Single Sign-On 
  • Marketing Automation Integrations 
  • Dedicated CSM 
Conversational Marketing Showdown: Drift VS Intercom (2019)
Drift has a free plan available

Features Drift VS Intercom

Chat Communication

Both platforms offer proactive chat which comes handy in enabling your team to close the sale on a potential client.

Chat Bots

Drift claims to have intelligent chatbots that use Artificial Intelligence. However, that is not to say that these smart chatbots can replace human labor. The chatbots can offer basic help like help out a customer who has problems finding an answer to a question that is right in the knowledge base, showcase the company’s pricing models, among other basic actions.

But they come handy especially reducing the workload through instant feedback. On Intercom, they have a chatbot but its not intelligent as Drift’s. Intercom’s AnswerBot basically offers you answers right from the knowledgebase.

Customer Support Drift VS Intercom

Customer support services are crucial to any software product. To Intercom and Drift, the case is no different. Drift offers various channels that you can use to get help, including social media and a phone number provided on the website. Oh, and sadly there is no live chat support – that sounds weird especially when live support software is part of their products. 

On the other hand, Intercom offers support via email, or you can still use the live chat option available on their website. Both platforms also provide knowledge base resources to teach you how to get started on the platforms and various tutorials on how to utilize their products in the best way. 

Conversational Marketing Showdown: Drift VS Intercom (2019)
Drift screen @slinkapp

Availability Drift VS Intercom

Intercom offers mobile apps for managing your messages equipped with more features than Drift. The app is available on both Android and iOS. Drift has mobile apps also, plus you can also install a chrome extension with over 17,000 users as per now.

Apart from the availability on both the web and mobile platforms, there is a difference in the features the duo supports on mobile.

Features Drift Intercom
Start New conversations Yes Yes
Team Inbox Yes No
Saved replies No Yes
Search users No Yes
Tagging Yes Yes
Real-time messaging Yes Yes
Notes and Mentions Yes Yes
Conversational Marketing Showdown: Drift VS Intercom (2019)
Drift customization options

Third-Party App Integrations Drift VS Intercom

The number of integrations a platform supports plays a critical role and will help you fire your business smoothly without a hassle. Since companies do not rely on a single tool, having integrations between multiple tools deployed in your business makes work even more natural. Both Drift and Intercom support various tools that can be connected for seamless multi-platform use.

Intercom supports integration with many applications ranging from the basic social media platforms like Facebook and Twitter to productivity tools like Zapier. Intercom supports various tools that are grouped into multiple categories including; Analytics, Automation, Conversation management, CRM, Data & Enrichment, Issue tracking & ticketing, Lead capture, Marketing automation, Phone & video, Scheduling, Screen capture and also Surveys & Feedback. In total Intercom supports over 70 integrations.

Drift, on the other hand, does not support many tools like Intercom. Currently, Drift supports 37 integrations ranging from Google Analytics, Hubspot, Salesforce, Zendesk, among others. For the nerdy lot, you can also build your integration into Drift, which may be a possible explanation of why the platform is lagging on the app integrations.

Check out more on Hubspot and how it can benefit your business in “HubSpot vs Marketo (2019) Features & Pricing“. Find your best marketing tool today.

Conversational Marketing Showdown: Drift VS Intercom (2019)
Drift color scheme

Wrapping Up

Both Intercom and Drift are great conversational marketing software. With these two, Drift seems to be stronger as compared to Intercom on various features available. Considering Drift has a free plan available; it gives one a chance to try out and see if you will need more features that are placed behind the paywall. However, Intercom offers strong support for third-party app integrations supporting roughly twice as many third-party apps than Drift.

Here’s what is unique about Drift;

  • Personal Rep Profiles for easy booking and support
  • Artificially Intelligent ChatBot
  • push notifications when leads are live on your website.
  • Advanced targeting
  • Booking Meetings
  • Product Showcase
  • Free plan available

What is unique about Intercom

  • Product tours
  • Supports many integrations
  • More features on the mobile platform
  • More customized pricing plans depending on your needs
Conversational Marketing Showdown: Drift VS Intercom (2019)
Offer better customer support using one of these tools

On a departing note, I have to be sincere that it is hard to gauge which platforms win it on conversational marketing. Both platforms have been tailored in a unique way that will solely depend on your specific needs first before settling down on one option.

If Drift’s free plan makes you biased, then don’t shy away from trying out the free trials offered on Intercom’s plans to get the idea of the service.

Thank you for reading! Looking to build a website to be able to offer your chatting customer support services? Then be sure to check out “Website Builders Compared: Duda VS WordPress (2019)” for a look at possible website builder options for you.

For more comparisons of software and technology to benefit your business ventures, check out BestandVS. See you there!

Leave a Reply

Your email address will not be published. Required fields are marked *

Recent Content