Updated on May 31, 2022
“Any customer that walks away, disrespected and defeated, represents tens of thousands of dollars out the door, in addition to the failure of a promise the brand made in the first place. You can’t see it but it’s happening, daily”.
Seth Godin
Customer support is one of the key aspects of driving growth for both small and large enterprises. Having wonderful customer support can result in creating a positive brand image in the minds of your prospects and customers.
One of the recent trends in this domain has been to offer real-time support over chat, email, and phone. But, when we exclusively talk about live chat, we realize it is not a recent development. In fact, the first online chat system was called Talkomatic developed in 1973 on the PLATO System at the University of Illinois.
However, a lot has changed since then and today’s live chat support is way smarter and offers bot integration as well with a hybrid model.
Here we are with some of the best tools for customer support to help you decide which solution will work out the best for you.
To know the most important factors while deciding the right tool we asked a few product managers and customer service experts.
Here are the parameters listed by them:
- Capability to capture customer data
- Building and identifying customer profiles
- Smart tools to engage with customers
- Insightful analytical reports
In this article, we’ll look at Intercom, Drift, and Kommunicate to understand how these tools can build better relationships with your audiences by offering customizing content and serving up the right message at the right time.
Intercom vs Drift vs Kommunicate
The journey of creating a live chat service was started with the introduction of social chat tools and later a number of organizations felt identified its need to engage with visitors and customers.
Suggested read: How to add live chat into your website.
Intercom is among the pioneers who started their journey in 2011 and then later Drift was founded which focused on using live chat as a medium to convert better.
Kommunicate is a recent addition to the league which primarily focuses on building intelligent infrastructure for personalized engagement and query handling.
Focus Areas
All of these brands though started at different junctures have evolved themselves into a new age tool meeting the diverse needs of marketers, sales agents, and customer support agents.
Intercom
When we look at Intercom’s most recommended features we find Team Inbox and Product Tours topping the chart.
Drift
However, when Drift is looked closely at its ability to send personalized emails, video chats, and more focused on helping sales agents to drive growth.
The idea of this tool is to draft the best account-based marketing campaigns to create highly informative content to engage with their prospects at regular intervals.
Kommunicate
Kommunicate on the other hand has been extremely successful in supporting customer support agents by creating a cohesive ecosystem. With products like Kompose (Chatbot builder), Help Center (a knowledge base), and integration with social media have allowed agents to respond quickly and let bots automatically handle the general queries.
Notable Features
Intercom has been known for providing a great live chat experience and that continues to be at the center stage. They also have introduced product tours which are being used by sales agents to lure customers into a high engagement content.
- Capability to capture customer data
- Building and identifying customer profiles
- Smart tools to engage with customers
- Insightful analytical reports
On the other hand, Drift is widely known for account-based marketing tools for sales leaders to ensure high conversion rates. It can ensure a high impact connection with your visitors.
Drift tools like Drift Video, Drift Calendar are known to focus on building pipelines and retaining customers with periodical engagement.
Kommunicate’s most notable features include easy to use chatbot builder, human bot handoff, and rich media messages to entice users with super engaging content. It will help you to enhance overall customer support experience and reduce your operational cost.
In this article, we’ll look at Intercom vs Drift vs Kommunicate to understand how these tools can build better relationships with your audiences by offering customized support and serving up the right message at the right time.
I hope this comparison will help you to choose the best software for your business.
Disclaimer: All the information mentioned above has been obtained from public sources. We have made every attempt to ensure that the information presented is accurate and free from any discrepancies. In case of any discrepancies identified, please connect at support@kommunicate.io.
