Intercom vs Zoho SalesIQ: Which is a better fit?

Rilwan B.: Hi. My name is Rilwan. I'm the product designer, co-founder for Aetiv Media Limited. On a scale of one to five, I would give Intercom a five. Thank you. Before we started using Intercom, we used LiveChat for a couple of months, but it's not like we really had an issue with it. It was just that Intercom was the perfect fit for us. I had a conversation with another founder friend of mine. I was just talking about the chatting and the SMS functionalities, just trying to increase customer relations in the business, and they mentioned something about they've been using Intercom in their startup and it's been really impressive. So, it wasn't like we really had anything against LiveChat. It was just the fact that Intercom was more of the perfect fit for us. Thanks. With Intercom, it was just easier for us to actually integrate it into the business. We run a media startup company, so basically, content creators create contents and put that behind a paywall. And we've got people from different parts of the world using our platform with different time differences as well, so it was just easier with Intercom; the language functionalities, the backup, the ease to set up as well. These were all the major selling points, why we decided to switch to Intercom, and that's what we've been using ever since. Thanks. Yeah, with Intercom, setting it up was actually very easy. We've got softwares in the company that when we need to set it up, that would always be for the people in the programming departments to set that up. If it's the marketing section, probably the marketing people set it up. But for Intercom, it was easier to set up. I did the setting up myself, so that was really straightforward. It was easy to set up and it was easy to integrate into the business as well. Thanks. Like I mentioned earlier, with the fact that we were using LiveChat, it's always about finding the perfect fit for your business, if Intercom is the perfect fit for your business. It's been for us for the past over two, three years now. It's always about what's the perfect fit for your business, what are your business needs, and what platform actually does everything for you. It's great to be pointless, having two platforms that actually does something similar to each other. You might as well just go for one that does everything. That would, of course, save time, and that would reduce costs as well. So, my advice would be if what you need is what Intercom provides, they would be the perfect option to actually go for. Thanks.

Daniel: Hey, I'm Daniel. I'm a Product Marketing Manager in the SAS industry, and I give Zoho SalesIQ a three out of five. We use Zoho SalesIQ to engage with the visitors on our website. Simply put, that means people being able to chat in, get responses, able to get support if they need to, or ask pre-sales questions. And also, something that's pretty cool is being able to proactively engage with people based on a set of rules. For example, someone's come to the website for the second time. We may want to give a little pop up and say, "Hey, welcome back. Any questions this time around?" Or, "Is there anything that caught your interest?" Something along those lines. What I really like about SalesIQ is its simplicity. For most the basic functions that you need, it's really simple, really easy to use, and you can basically just log on and let it go. You get a little notification when there's a chat, and you can respond to it, and then, boom, close it, get back to your work. For most the basic stuff that you need, it's really simple, fast, easy chat tool. What I don't like about Zoho SalesIQ is that I found it to be not as robust as some of the dedicated chat tools, meaning there could be some other ones out there that only focus on chat, and they have options where you can set hierarchies with bots, for example, really easily, but just drag and drop where it says, "Hey, ask this person this." They respond one of these things, ask another thing. Just very easy, user-friendly ways to segment people and push them into a different box or different responses based on just a couple of easy factors. And with SalesIQ, they have something called Zobot, and that requires some kind of coding in their specific language. And basically, just took a lot longer and a lot more brain power to try to wrap one's mind around than just simply dragging and dropping, what you see is what you get, type editor to create a chat bot. There's also a couple of little bugs that can be really annoying. If you are chatting with someone and you get a second chat coming in, it will automatically take you out of that chat and put you into the next one. So, imagine not looking at the screen for a second, and you're typing, "Yes, happy to help you out with that. The refund is coming soon." And it has, in the meantime, you didn't notice, let's say, the sound, it switched you over. You wrote, "The refund is coming soon," hit Enter, and then, now, that new chat person sees, "The refund is coming soon," which is a little awkward. Obviously, you can work around that, but there's just a few little things like that that make you think that this isn't as streamlined as it could be.