Not sure whether Reamaze or Intercom is the better option for you?
It can be difficult to choose between the two because they are both popular platforms with very similar functionality.
Well, we’ve got you covered. In this guide, let’s compare two of the most popular helpdesks available in the market and see which one is better for your business: Intercom or Re:amaze.
We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your company.
- What is Re:amaze?
- What is Intercom?
- Re:amaze vs Intercom: A Quick Comparison
- Re:amaze vs Intercom: Helpdesk Features
- Re:amaze vs Intercom: Marketing Features
- Re:amaze vs Intercom: Sales Features
- Re:amaze vs Intercom: Pricing
- Re:amaze vs Intercom: Is There a Clear Winner?
First and foremost, let us get to know the platforms better:
What is Re:amaze?
If you need a centralized solution that covers pretty much all types of customer service communication, Re:amaze is what you need.
This live chat and helpdesk platform is used by companies such as Boley, GoodDoll, Enervee, etc, and for good reason. Its features allow you to connect with customers across multiple channels, set up chatbots, streamline workflows, collect customer satisfaction ratings, and so on.
A standout feature is their AI-powered Intents, which help accurately classify support messages and predict customer sentiments.
We discovered that the platform is also user-friendly and easy to train new employees on. Re:amaze offers a 14-day free trial and their basic plan costs $29 per month per user.
What is Intercom?
Intercom is clearly a popular helpdesk system, with customers including Amazon, Shopify, IBM, and others. The platform helps you to engage your customers from the discovery stages all the way through to post-purchase product support.
One key feature we liked is that Intercom is easy to navigate, resulting in a very user-friendly experience for both the support team and the customers.
The email marketing feature is also quite advanced, allowing you to create automated sequences and A/B test them in action. Other notable features include a team inbox system that allows agents to track incoming requests and messages, chatbot automation, integration with various third-party tools, and so on.
Intercom’s paid plans begin at $74 per month. They also provide a free trial period.
Re:amaze vs Intercom: A Quick Comparison
Here’s a quick rundown of the platforms:
|Pricing Starts At||$29 per month||$74 per month|
|Unlimited Email Inboxes||Shared inbox|
|Social Integrations||Knowledge base|
|Advanced Reports||Targeted messaging|
|Custom Domains||Live chat for support|
|Automated Routing||Service Level Agreement rules|
|Canned Responses||Workload management|
|FAQ and Push Campaigns||Reporting|
|Free trial||14-day free trial||14-day free trial|
Re:amaze vs Intercom: Helpdesk Features
|Service Level Agreement Rules||✅||✅|
|Transfers Between Agents and Departments||✅||✅|
|Customizable Offline Form||✅||✅|
Allows your agents to carry out real-time and asynchronous conversations with prospects and customers across various channels. All chats are stored and can be accessed later on.
A team inbox, also known as a shared inbox, allows teams to manage multiple customer interactions in one collaborative space.
Lets you create as many response templates/canned responses as your team requires. You can even categorize your response templates based on common themes.
This enables your agents to have multiple chats open at the same time. The chat dashboard includes an agent concurrency tab that displays how many chats agents are engaged in at the same time, broken down by hour and day.(Re:amaze)
Live chat conversations are automatically translated within the dashboard. The Web Widget embedded in a website also displays text in the end user’s language, based on the language of their browser.
This allows customers/visitors to rate and provide feedback about their chat experience. During or after a chat session, visitors can rate the chat as Good or Bad.
This allows you to deploy custom chatbots. The best part is that they require no programming, training, or additional development work on your part.
You can use the ticketing system workflow automation to create a set of rules that are executed when certain conditions are met.
Efficiently prioritize and route conversations, allowing your team to resolve issues more quickly.
This feature allows you to create FAQs that can be deployed in a variety of formats. If required, you can even create a separate website to which you can direct your customers. Also, publish internal FAQ articles for staff members.
Service Level Agreement Rules
You can provide consistent support to each customer by establishing SLA (service-level agreements) rules. For example, set internal performance goals for your support team.
This allows you to integrate the helpdesk directly into your website as well as a large number of third-party pages and apps.
Custom roles are permission sets that can be assigned to agents in your workspace. This allows administrators to easily update permissions for a large group of people at once.
Transfers Between Agents and Departments
You can transfer a session to a group, another agent, or an external number. When you transfer the session directly to an agent, you can consult with the other agent before handing off the chat.
With this feature, you can now create automated workflows to handle specific customer intents. You can create customer intents such as refund intent, exchange intent, product complaint intent, and so on. Your team can also manually train an Intent for unique messages.
Tags are labels that you apply to customer sessions to help you categorize and sort them so you can better understand your traffic and support needs.
Customizable Offline Form
Customers can use this feature to send an offline message via the chat widget. The offline message is then saved in your chat history, with a copy sent to the agent.
Reports provide a high-level overview of what’s going on in your business. These reports assist you in measuring and understanding your lead generation, customer engagement, and support.
Re:amaze vs Intercom: Marketing Features
|A/B Testing & Control Groups||❌||✅|
|Custom Events and Customer Segments||✅||✅|
|In-Chat Video Calls||✅||✅|
A/B Testing & Control Groups
Set control groups and A/B test your messages so that you can fine-tune them to be as effective as possible.
Custom Events and Customer Segments
This feature allows you to record customer actions in your app or on your website, as well as the details of those actions. You can use this information to filter your customers and send them messages based on their actions.
You get to place a message at the top or bottom of your website, on desktop or mobile, for announcements, promotions, proactive support, and more.
Lets you connect with your mobile app users at every touchpoint—show them around, provide support, and highlight new features.
You get to show customers around your product, highlight new features, and support them when they need help. Also, create interactive guides to help new customers get started.
Create customer engagement campaigns to target your audience based on previous interactions across multiple platforms. You can even gather insights into how customers are engaging with your campaigns.
In-Chat Video Calls
While chatting with potential customers, your agents can also initiate an instant video call. This enables live guidance, informational sessions, personalized shopping experiences, etc.
This feature enables you to market directly to your customer base via push notifications. You can send a message promoting a new product, increase sales, and so on using Push Campaigns notifications.
The helpdesk appends UTM parameters to your Push Campaign’s primary link. This allows you to see any traffic directed to your primary link in Google Analytics.
After a Campaign is sent, you can check the total number of people who received the notification as well as the bounce rate.
Re:amaze vs Intercom: Sales Features
|Real-time Customer Monitoring||✅||✅|
|Peek (Live Screensharing)||✅||✅|
|Smart Lead Qualification||❌||✅|
|Automatic Meeting Booking||✅||✅|
|Revenue and Performance Reporting||✅||✅|
A live dashboard can be used as a real-time monitoring tool and, a proactive messaging channel for your sales team. The dashboard allows you to see the total number of customers who are currently active and online for your website or app.
Real-time Customer Monitoring
Your sales team will also have access to metrics of currently online users, which include their local timezone, geolocation, current URL, and a list of historical activity events.
At any given moment, your team can choose to message customers or guest users who start browsing your website or app with a real-time cue.
Peek (Live Screensharing)
With this plan, you can provide screen-sharing assistance to your website visitors and customers. You can also easily view and interact with your visitor’s web browser.
Smart Lead Qualification
This allows you to determine which leads are strong enough to convert potential customers into purchasing customers automatically. You can configure a task bot to ask your leads qualifying questions and then take the desired follow-up action, such as assigning your lead to a team.
Automatic Meeting Booking
Reduce your team’s workload by using chatbots to qualify leads and schedule meetings.
Revenue and Performance Reporting
With reporting, you can monitor the performance of your sales team as well as the impact of the helpdesk on your revenue.
You also get to instantly filter by date range to see how much revenue your team has in the pipeline, the value of the deals they’ve closed, the time it takes to close a deal, and other information.
Helps you to set tasks for agents based on the customers’ account type.
Re:amaze vs Intercom: Pricing
Re:amaze Pricing Structure
Re:amaze currently offers three different pricing plans: Basic, Pro, and Plus. Their pricing applies the pay-per-agent subscription model.
- Basic plan is Re:amaze’s entry-level pricing plan. This plan costs $29 per user, per month.
- Pro plan costs $49 per user, per month. This plan includes all of the Basic plan features.
- Plus plan costs $69 per user, per month. This plan includes all of the Basic and Pro plan features.
All of their plans include essential features like live chat, social media, SMS and voice channels, Chatbots, performance reports, etc. These features are adequate for handling the majority of your customer support needs if you are a small customer support team that is just getting started.
Want to know more about the detailed pricing breakdown of Re:amaze? Then, go through our post on Re:amaze Pricing: Which Plan Is Best for You? [Complete Breakdown]
Intercom Pricing Structure
Intercom comes with three main pricing plans which are categorized as Support, Engage, and Convert plans. These plans are completely personalized and are based on the number of seats you choose and the number of people who contact you.
A quick glance at Intercom’s pricing page can tell you that their pricing plans can be pretty confusing. Their Starter Plan for Small Businesses, which starts at $74 per month, is the only straightforward plan available. For the remaining plans, the pricing is completely custom.
There are, however, opportunities to test any of their pricing plans. As a result, we recommend identifying the plan with the features you require and requesting a demo to determine how much it will cost you.
Want to know more about the detailed pricing breakdown of Intercom? Then, go through our post on Intercom Pricing – Which Plan Is Best For You? [Complete Breakdown]
Re:amaze vs Intercom: Is There a Clear Winner?
As you can see, there is no obvious answer to this question. Both these platforms hold up on their own, and the decision between the two is entirely dependent on your company’s needs.
To summarise this comparison, here are a few points:
- Intercom is clearly a popular solution to opt for. If you are looking for a scalable solution and budget is not an issue, Intercom is the way to go.
- Re:amaze, on the other hand, has distinct advantages. It is better suited for smaller teams looking for a well-rounded helpdesk solution. If you’re looking to get started, Re:amaze’s features like live chat, a help desk, chatbots, FAQ articles, and reporting will most likely be more useful.
Both platforms are well-designed helpdesk systems that offer a wide range of additional integrations and features to help your team better navigate its communication strategy.
So, Re:amaze and Intercom. With the above factors compared, which tool do you think is the right one for your company?
We hope this guide cleared up some questions and made it easier to choose a platform.
If you want to make it easier for customers to contact your service team while also empowering your support reps to provide the best service possible, the Helplama helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.
So, what are you waiting for?