Our analysts compared Intercom vs Freshdesk based on data from our 400+ point analysis of Help Desk Software, user reviews and our own crowdsourced data from our free software selection platform.
Analyst Rating
User Sentiment
among all Help Desk Software
Intercom has a 'great' User Satisfaction Rating of 89% when considering 3224 user reviews from 6 recognized software review sites.
Freshdesk has a 'great' User Satisfaction Rating of 89% when considering 4697 user reviews from 5 recognized software review sites.
SelectHub research analysts have evaluated Intercom and concluded it earns best-in-class honors for Dashboards and Reporting.
SelectHub research analysts have evaluated Freshdesk and concluded it earns best-in-class honors for Ticket Management and Integrations and Extensibility.
Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages. Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.
Freshdesk garners praise for its user-friendly interface and intuitive design, which minimizes training time for new agents and gets them up to speed faster. This is particularly important for businesses with high agent turnover or seasonal spikes in support requests. When compared to competitors offering a steeper learning curve, Freshdesk allows teams to become productive quicker, leading to faster issue resolution and improved customer satisfaction. However, Freshdesk's free plan, while suitable for small teams or those starting out, can be limiting for businesses requiring advanced features. Features like custom automations, powerful reporting, and integrations are often reserved for paid plans. This can be a dealbreaker for businesses seeking a comprehensive help desk solution without a significant upfront investment. Here, competitors offering more robust functionalities in their free tiers might be more suitable. Overall, Freshdesk shines for its user-friendliness, scalability, and mobile accessibility. The ability to customize the platform to fit specific workflows and the availability of mobile apps for agents and customers are valuable assets. However, its limited free plan functionality and potentially complex reporting can be drawbacks. Freshdesk is best suited for small and medium-sized businesses seeking an easy-to-use and scalable help desk solution, particularly those with limited technical expertise or a mobile workforce. For larger enterprises with complex workflows or multilingual customer bases, competitors offering more powerful reporting capabilities or broader language support might be a better fit.
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