Software Alternatives, Accelerators & Startups

Intercom VS HESK

Compare Intercom VS HESK and see what are their differences

Intercom logo Intercom

Intercom is a customer relationship management and messaging tool for web businesses. Build relationships with users to create loyal customers.

HESK logo HESK

Hesk is a PHP-based help desk software that runs with a MySQL database.
  • Intercom Landing page
    Landing page //
    2023-07-05
  • HESK Landing page
    Landing page //
    2022-01-12

Intercom

Release Date
2011 January
Startup details
Country
United States
State
California
Founder(s)
Ciaran Lee
Employees
500 - 999

Intercom features and specs

  • User-friendly Interface
    Intercom offers an intuitive and easy-to-use interface, making it accessible to users with varying levels of technical expertise.
  • Comprehensive Customer Communication Tools
    It provides a suite of tools for live chat, email marketing, in-app messaging, and customer support, all of which can be accessed in one place.
  • Customization and Integration
    Intercom allows for extensive customization and integrates with various third-party applications, enabling businesses to tailor the platform to meet their specific needs.
  • Automation Capabilities
    The platform supports automated workflows, which can save time and ensure consistent customer interactions.
  • Customer Data Management
    Intercom collects and analyzes customer data, providing valuable insights into customer behavior and preferences that can inform business strategies.

Possible disadvantages of Intercom

  • Cost
    Intercom can be expensive, particularly for small businesses or startups. The pricing model is based on the number of users and features, which can add up quickly.
  • Complexity for Advanced Features
    While basic features are user-friendly, some of the more advanced functionalities can be complex and may require a steeper learning curve.
  • Limited Reporting
    The reporting and analytics features, while useful, are sometimes considered less comprehensive compared to specialized analytics platforms.
  • Customer Support
    Some users have reported that Intercom's own customer support can be slow to respond, which can be frustrating when dealing with urgent issues.
  • Notification Overload
    The platform can generate a high volume of notifications, which can be overwhelming and may require careful management to avoid interrupting workflow.

HESK features and specs

  • User-Friendly Interface
    HESK provides a simple and intuitive interface that is easy for both administrative staff and end-users to navigate, making it accessible even for users with limited technical knowledge.
  • Free Version
    HESK offers a free version that includes core help desk and ticketing functionalities, which is an attractive option for small businesses or organizations with limited budgets.
  • Customizable
    Users can customize various aspects of HESK, including fields and templates, to adapt it to their specific business needs and improve workflow efficiency.
  • Knowledge Base Feature
    HESK includes a built-in knowledge base that allows businesses to set up FAQs and documentation to help users find solutions without submitting tickets.
  • Email Notifications
    The software provides email notifications for ticket updates and reminders, ensuring that both customers and support staff are kept informed about ticket status.

Possible disadvantages of HESK

  • Limited Scalability
    HESK may not offer the scalability required for larger organizations or those with rapidly growing support needs, potentially limiting its long-term usefulness.
  • Basic Features Only
    The free version of HESK may lack advanced features that competitors offer, such as advanced reporting, integrations, and automation, which could limit its appeal to more complex support environments.
  • Limited Integration Options
    HESK has limited integration capabilities with third-party applications, which could be a drawback for businesses requiring seamless integration with other tools.
  • Self-Hosted
    The software must be hosted on the user's own server, which may require additional resources and technical knowledge for installation, maintenance, and security.
  • User Support
    The level of available support and resources for troubleshooting may be limited compared to more comprehensive or premium support software solutions.

Intercom videos

Intercom Review & Tutorial - How to Use Intercom for Websites

More videos:

  • Review - Intercom Software Review, Engage, Respond, Educate
  • Review - BTI V6 1200m Bluetooth & Intercom Review

HESK videos

Help Desk Software HESK

Category Popularity

0-100% (relative to Intercom and HESK)
Customer Support
99 99%
1% 1
Help Desk
97 97%
3% 3
CRM
100 100%
0% 0
Customer Service
0 0%
100% 100

User comments

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Reviews

These are some of the external sources and on-site user reviews we've used to compare Intercom and HESK

Intercom Reviews

  1. Eleanor Bennett
    · Digital Marketing Specialist at Logit.io ·
    An essential communication tool

    Intercom provides a lot of value to us. From live chat to email marketing and even helping us to create support documentation, Intercom handles a lot of key moving parts that are essential to keeping customers happy.


9 Best Tidio Alternatives Compared
Intercom is a customer engagement platform that serves mostly large and enterprise businesses. The software is known for its versatility, offering live chat, messaging, and in-app support, combined with advanced automation, AI bots, and customer data tracking.
Source: www.tidio.com
10 Best Freshdesk Alternatives for Businesses in 2024
Intercom is an alternative that excels in self-service support. It enables businesses to communicate and engage with their customers in real-time.
Top 11 Freshdesk Alternatives for 2024 (Ranked & Rated)
Intercom provides a useful suite of tools designed to improve your customer engagement. As a Freshdesk alternative, Intercom ticks several boxes when it comes to features:
9 Best ManyChat Alternatives & Competitors in 2024
Intercom’s main features are its helpdesk interfaces and chatbots. But it also includes lead qualification and nurturing functionalities. It offers product tours and resolution bots that can solve many customer concerns at once, freeing your reps’ time for the most complex queries. You can also make use of its Messenger integration and a provided chatbot to improve your...
Source: www.tidio.com
Top 13 Freshdesk alternatives and competitors for 2024
Intercom offers customer service software while also extending its platform to marketing and sales. Intercom is a newer platform to the CX market and has adopted AI and automation capabilities to keep up with business trends. Intercom features Intercom Messenger, a communication tool that provides customers with self-service or live support options.
Source: www.zendesk.com

HESK Reviews

We have no reviews of HESK yet.
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Social recommendations and mentions

Based on our record, Intercom should be more popular than HESK. It has been mentiond 7 times since March 2021. We are tracking product recommendations and mentions on various public social media platforms and blogs. They can help you identify which product is more popular and what people think of it.

Intercom mentions (7)

  • Enhancing Customer Support with a Live Chat Widget on Your Website
    Intercom: Famous for its conversational marketing focus, Intercom’s live chat widget offers features like proactive messaging and lead qualification. It also supports deep personalization for enhanced customer engagement. - Source: dev.to / 6 months ago
  • I started affiliate marketing, but with a twist
    Use chatbots to automate customer service: Chatbots use natural language processing to communicate with customers and answer their questions. By integrating chatbots into your affiliate marketing strategy, you can automate customer service and increase engagement with potential customers. This can lead to more sales and higher commissions. (Crisp, Intercom). Source: about 2 years ago
  • How to embed a web application into another website via API?
    I am trying to create an application that will work on a customer's website. Much like tawk.to or intercom.com. Source: almost 3 years ago
  • Here's how I'd figure out the go-to-market for a Customer Support SaaS
    My way of doing marketing starts with figuring out what my overall project will (or will not) be. In this case, I looked at the vendors like Zendesk, Intercom, Freshdesk, or Help Scout. They all have whizbang features such as live-chat, collaboration stuffs, automations and workflows. They bill per contact and addons. I’d emphasize a straightforward, fuss-free angle instead. Source: about 3 years ago
  • Chat widget with react.js
    I wanted to know the best practices of developing a widget. So I went through the popular implementations of it. I liked Intercom's widget very much. It is written in React. I analyzed how it works. The minimal javascript is loaded async on the webpage. It is injecting an iframe with id intercom-frame. That iframe has a script in it's head with a source URl. Obviously it is React bundle. Source: about 3 years ago
View more

HESK mentions (1)

What are some alternatives?

When comparing Intercom and HESK, you can also consider the following products

Zendesk - Zendesk is a beautiful, lightweight help-desk solution.

Freshdesk - Freshdesk is a cloud-based customer support software that lets you support customers through traditional channels like phone and email, social channels like Facebook and Twitter, and your own branded community

Drift - A messaging app that helps you grow your business.

osTicket - osTicket is a widely-used open source support ticket system.

LiveAgent - LiveAgent is a fully-featured web-based live chat and help desk software. It harnesses the power of a universal inbox, real-time live chat, built-in call center, and a robust customer service portal. Start your free 1 month trial today!

SAHO.co.in - Support and Help Online Help desk ticketing complaint management system, telegram channel based Saas software . register complaints via telegram and manage in app