Intercom vs Drift: Which is Better for Live Chat?

Quick Verdict

For small to medium-sized teams with a budget under $1,000 per month, Intercom is a better choice due to its more affordable pricing model and ease of use. However, for larger teams with a focus on conversational marketing, Drift’s advanced features and scalability make it a more suitable option. Ultimately, the choice between Intercom and Drift depends on your team’s specific needs and use case.

Feature Comparison Table

When to Choose Intercom

• If you’re a 10-person startup with a limited budget and need a simple live chat solution, Intercom’s basic plan ($49/month) is a great choice.
• If you have a small sales team and want to integrate live chat with your existing CRM, Intercom’s integration with popular CRMs like Salesforce is a plus.
• If you’re looking for a user-friendly interface and don’t need advanced conversational marketing features, Intercom’s ease of use makes it a great option.
• For example, if you’re a 50-person SaaS company needing to support 1,000 customers with basic live chat, Intercom’s $499/month plan is a cost-effective solution.

When to Choose Drift

• If you’re a large enterprise with a dedicated sales team and want to leverage conversational marketing to drive revenue, Drift’s advanced features and scalability make it a better choice.
• If you need to integrate live chat with your existing marketing automation platform, Drift’s integration with Marketo and HubSpot is a plus.
• If you want to use playbooks and advanced chatbots to automate your sales process, Drift’s conversational marketing features are more robust.
• For instance, if you’re a 100-person sales team looking to generate 500 leads per month through live chat, Drift’s $1,500/month plan is a worthwhile investment.

Real-World Use Case: Live Chat

Let’s say you’re a 20-person e-commerce company wanting to implement live chat on your website to support 5,000 customers. With Intercom, setup would take around 2-3 hours, and ongoing maintenance would require around 1-2 hours per week. The cost would be $149/month for the basic plan. With Drift, setup would take around 5-7 days, and ongoing maintenance would require around 2-3 hours per week. The cost would be $500/month for the standard plan. However, Drift’s advanced features and scalability would allow you to handle a higher volume of conversations and integrate with your existing marketing automation platform.

Migration Considerations

If switching from Intercom to Drift, you can export your data in CSV format, but you’ll need to reconfigure your chatbots and playbooks. Training time would require around 1-2 weeks, and hidden costs may include additional fees for data migration and customization. If switching from Drift to Intercom, you can export your data in JSON format, but you’ll need to simplify your chatbots and playbooks. Training time would require around 1-2 days, and hidden costs may include additional fees for data migration and customization.

FAQ

Q: Which tool has better customer support? A: Both Intercom and Drift offer 24/7 email, phone, and chat support, but Drift’s support team is more responsive, with an average response time of 2 hours compared to Intercom’s 4 hours.

Q: Can I use both Intercom and Drift together? A: Yes, you can use both tools together, but it would require significant customization and integration work. It’s recommended to choose one tool and stick with it to avoid complexity and additional costs.

Q: Which has better ROI for Live Chat? A: Based on a 12-month projection, Drift’s advanced features and scalability can generate an ROI of 300-500% compared to Intercom’s 100-200% ROI. However, this depends on your team’s specific use case and implementation.

Bottom Line: Intercom is a better choice for small to medium-sized teams with basic live chat needs, while Drift is a better choice for larger teams with a focus on conversational marketing and advanced live chat features.

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