Freshsales and Intercom compete in the customer communication market. Freshsales offers competitive pricing, while Intercom's advanced features make it a preferred choice for many.
Features: Freshsales provides a robust CRM with lead scoring, email tracking, and built-in phone integration. Intercom offers personalized messaging tools, in-app chat, and extensive automation capabilities. Freshsales focuses on sales automation, whereas Intercom emphasizes real-time customer engagement.
Ease of Deployment and Customer Service: Freshsales provides a straightforward deployment process with integrated support options. Intercom offers a flexible cloud-based deployment but needs more onboarding guidance.
Pricing and ROI: Freshsales presents a lower initial setup cost, making it appealing to small to medium businesses seeking quick ROI. Intercom demands a higher investment but delivers significant returns through enhanced customer interaction.
| Product | Market Share (%) |
|---|---|
| Intercom Customer Communications Platform | 2.8% |
| Freshsales | 2.5% |
| Other | 94.7% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
Freshsales is a single solution CRM designed for high-growth, high-velocity sales teams. The software includes integrated phone and email, user behaviour tracking, and lead scoring on one platform. Users can track events and manage a visual sales pipeline, as well as view custom reports and analytics. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can effectively engage with prospects by targeting the next set of email actions, and create personalised sales campaigns from email templates. Insightful email metrics tell users which emails are performing well and which aren’t. The Awaiting Response feature automatically lists contacts that need to be replied to. Freshsales enables direct calling with a simple click on a contact’s phone number. The solution records the entire conversation history including email conversations in one place. Users can add notes, schedule tasks, as well as make appointments. Freshsales also offers personalised welcome and voicemail messages for greeting customers. In-depth customer insights on prospects allow users to plan relevant conversations, and keep track of touch points using the activity timeline. Freshsales collects data and segments activities based on a contact’s behaviour. Users can get perspective on leads with advanced lead scoring, and prioritises important follow-ups. The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. Freshsales’ drag and drop navigation tool enables users to move deals across the sales pipeline into any stage. Users can call or email prospects directly from the deals dashboard for a non-interruptive workflow. Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshsales mobile apps for iOS and Android let users access deals while on-the-move and stay up-to-date on prospects at all times. Freshsales is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshservice IT Service Management Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Intercom Customer Communications Platform is designed to enhance interactions between businesses and their customers, offering a suite of tools for communication management. It caters to businesses looking to streamline communication and improve customer experience.
Intercom facilitates seamless customer interactions, supporting businesses in delivering personalized communication at scale. Its capabilities range from live chat and email integration to automation features. Known for its usability, Intercom simplifies customer support and engagement, supporting teams in reducing response times and improving satisfaction rates.
What are the key features of Intercom Customer Communications Platform?Intercom is utilized across sectors such as e-commerce, where live chat features enhance the shopping experience. In SaaS, it integrates with various apps to streamline user support. Its automation aids customer service in tech industries, providing consistent support without additional workforce strain.
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