Choosing the right helpdesk software can be a game-changer for fast-growing ecommerce brands looking to provide top-notch customer support. For founders and CX leaders, the decision between Intercom and Freshdesk is a big one. Both platforms offer robust features, but which one fits your needs best?

In this post, we'll explore various aspects of Intercom and Freshdesk, breaking down their strengths and weaknesses. By the end, you should have a clearer understanding of which helpdesk might support your brand's growth and customer experience goals. Let's get started.

Understanding the Basics: Intercom and Freshdesk

Intercom and Freshdesk are both giants in the customer support world, but they come with their own unique flavors. Intercom is known for its modern, conversational approach, making it great for companies that prioritize real-time communication. It's designed to foster direct and personalized interactions with customers, often through chat.

On the other hand, Freshdesk brings a more traditional helpdesk approach, with a focus on ticketing systems and email support. It's perfect for teams that need a structured way to manage large volumes of customer inquiries. Freshdesk offers a range of features that cater to businesses looking for a comprehensive solution to organize and streamline their support operations.

Understanding what each platform offers at a high level can help set the stage for a deeper dive into their specific features and benefits.

Feature Comparison: What Do You Get with Each?

When comparing Intercom and Freshdesk, it’s crucial to look at the features and see which align best with your brand's needs. Let's break down some key components:

• Messaging: Intercom shines here with its chat-first approach. It offers messenger features that allow businesses to engage customers in real-time across various channels. Freshdesk includes chat capabilities but is primarily email and ticket-focused.
• Ticketing: Freshdesk excels with its robust ticketing system, which includes advanced automations and workflows. Intercom's ticketing capabilities are more basic, focusing instead on conversation threads.
• Integrations: Both platforms offer a wide range of integrations. Intercom connects seamlessly with many modern SaaS tools, enhancing its chat capabilities. Freshdesk integrates well with traditional business tools and services, supporting a more classic helpdesk setup.
• Automation: Automation is key in scaling support, and both platforms provide solutions here. Intercom offers automation through chatbots and workflows, while Freshdesk provides automation rules and scenarios to streamline repetitive tasks.
• Reporting and Analytics: Intercom provides conversational insights with a focus on engagement metrics. Freshdesk offers detailed reports and dashboards for tracking ticket metrics and agent performance.

These features can greatly impact how your team interacts with customers and handles their queries.

Usability: Which Platform is Easier to Use?

Usability is often a deciding factor when choosing helpdesk software. You want a platform that your team can adopt quickly without a steep learning curve.

Intercom is praised for its clean, intuitive interface. It's designed with a modern UX that feels familiar, especially for teams used to chat-based communication. The setup process is straightforward, and the platform offers guided onboarding to help get you started.

Freshdesk, while slightly more traditional, also offers an easy-to-navigate interface. Its design is logical and organized, making it simple for teams to manage tickets and customer interactions efficiently. Freshdesk also provides comprehensive onboarding resources, including tutorials and a knowledge base to aid new users.

In terms of ease of use, both platforms have their merits, but your choice may depend on whether your team prefers a chat-first or ticket-first approach.

Pricing Models: What Will They Cost You?

Budget considerations are essential, especially for fast-growing brands that need to balance costs with scaling operations. Both Intercom and Freshdesk offer tiered pricing plans that vary based on features and user numbers.

Intercom typically offers pricing based on the number of active users and features you choose. Its plans can be more expensive, reflecting its focus on personalized, real-time communication tools. Intercom might be ideal for brands that want to invest in a premium customer experience.

Freshdesk offers more traditional pricing tiers, often seen as more affordable for smaller businesses. Its plans provide a wide range of features across different pricing levels, catering to businesses with varied budget constraints. Freshdesk can be a cost-effective option for brands prioritizing ticketing and email support.

Comparing the pricing structures will help you determine which platform aligns with your financial strategy.

Scalability: Supporting Your Growth

As your ecommerce brand grows, your helpdesk needs will evolve. Scalability is crucial to ensure your support operations can expand seamlessly.

Intercom is designed with scalability in mind, perfect for businesses expecting rapid growth. Its chat-first approach supports high customer interaction volumes, and its automation features can handle increased demand without significantly increasing team size.

Freshdesk also scales well, particularly for businesses that manage large ticket volumes. Its robust ticketing system and automation tools help support teams handle more inquiries efficiently as the company grows.

Consider how each platform's scalability aligns with your projected growth and customer support strategy.

Customer Support: How Do They Help You Help Others?

Having reliable support from your helpdesk provider is vital. Both Intercom and Freshdesk offer various support options to assist their users.

Intercom provides support through live chat, email, and a comprehensive help center. They also offer personalized onboarding and customer success programs to guide new users. Intercom's focus on real-time communication extends to their support services, ensuring quick responses.

Freshdesk offers support via email, phone, chat, and a detailed knowledge base. They provide 24/7 support on higher-tier plans, ensuring users receive assistance whenever needed. Freshdesk's support options are designed to cater to businesses that operate around the clock.

Assessing the quality and availability of support services can influence your decision, especially if you anticipate needing ongoing assistance.

Customization: Tailoring the Experience

Every ecommerce brand has unique needs, and customization options can make a helpdesk solution more effective for your business.

Intercom allows extensive customization, especially in its chat and messaging features. You can tailor the look and feel of your chat widgets, messages, and more to align with your brand's identity. Intercom's API also provides flexibility for deeper custom integrations.

Freshdesk offers customization mainly in its ticketing system. You can customize workflows, automation rules, and even the customer portal. Freshdesk's marketplace provides additional apps and integrations for further customization.

Consider how each platform's customization options can help you create a support experience that reflects your brand's values and meets your customers' needs.

Community and Resources: Learning and Growing Together

Access to a community and resources can help you get the most out of your helpdesk software. Both Intercom and Freshdesk offer various resources to support their users.

Intercom provides a rich library of articles, webinars, and community forums. Their blog and podcast offer insights into best practices for customer communication and engagement. Intercom's community is active, making it a great place to share experiences and learn from others.

Freshdesk offers a robust knowledge base, webinars, and an active community forum. Their learning center provides courses and certifications to help users deepen their understanding of the platform. Freshdesk's community is supportive, offering a space to connect with fellow users and experts.

Engaging with these resources can enhance your team's proficiency with the platform and help you stay updated on industry trends and best practices.

Final Thoughts

Choosing between Intercom and Freshdesk depends on your brand's specific needs and goals. Intercom is ideal for those prioritizing real-time, conversational support, while Freshdesk is a strong choice for brands needing a comprehensive ticketing system. Both platforms offer robust features to enhance your customer support operations.

For those seeking a lightweight, user-friendly alternative, Fullcourt might be worth considering. Fullcourt is built for fast-growing Shopify brands, offering a shared team inbox, live chat, and AI support tools without the bloat. Its intuitive design can help your team focus on delivering exceptional CX without the complexity of larger platforms.