Compare Drift and Intercom 
At a Glance
Market Segments
Mid-Market (51.6% of reviews)
Small-Business (59.1% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
$39.00 1 Seat Per Month
Drift
Star Rating
(1,251)4.4 out of 5
Market Segments
Mid-Market (51.6% of reviews)
Entry-Level Pricing
Starting at $2,500.00 Per Month
Browse all 3 pricing plansIntercom
Star Rating
(3,362)4.5 out of 5
Market Segments
Small-Business (59.1% of reviews)
Entry-Level Pricing
$39.00 1 Seat Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Intercom excels in its Live Chat feature, scoring a remarkable 9.3, which reviewers say provides a seamless experience for real-time customer interactions. In contrast, Drift's Live Chat feature, while still strong at 9.1, is noted by users as slightly less intuitive.
- Reviewers mention that Intercom's Knowledge Base is highly effective, with a score of 9.0, allowing users to easily find answers. Drift's Knowledge Base, rated at 8.1, is seen as less comprehensive, leading to some frustration among users seeking quick solutions.
- G2 users highlight Intercom's superior Ticket Collaboration capabilities, scoring 8.8, which reviewers say enhances teamwork and communication. Drift, with a score of 8.5, is perceived as lacking some collaborative features that could improve team efficiency.
- Users on G2 report that Intercom's Customization Interface is user-friendly, scoring 8.5, which allows for easy tailoring of the platform to meet specific business needs. Drift's customization options, while rated the same, are mentioned as less flexible in certain areas.
- Reviewers mention that Intercom's Proactive Engagement feature, scoring 9.0, is particularly effective in reaching out to customers before they need assistance. Drift's score of 8.6 indicates it offers similar functionality, but users feel Intercom's approach is more refined and effective.
- Users say that Intercom's Multi-Channel Coverage is impressive, with a score of 8.8, allowing businesses to engage customers across various platforms seamlessly. Drift, rated at 7.9, is noted for having fewer channels integrated, which some users find limiting.
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Pricing
Entry-Level Pricing
Drift
Premium
Starting at $2,500.00
Per Month
For small businesses. The right amount of conversational firepower to keep your business growing.
- * Everything in Free, plus:
- Live Chat
- Meetings
Intercom
Essential
$39.00
1 Seat Per Month
The customer support plan for individuals, startups, and small businesses.
- Shared inbox
- Fin AI chatbot
- Public help center
Free Trial
Drift
Free Trial is available
Intercom
Free Trial is available
Ratings
Meets Requirements
8.7
1,014
8.8
2,543
Ease of Use
8.7
1,027
8.9
2,571
Ease of Setup
8.5
505
8.5
1,210
Ease of Admin
8.5
472
8.7
1,150
Quality of Support
8.8
935
8.7
2,444
Has the product been a good partner in doing business?
8.9
471
8.8
1,150
Product Direction (% positive)
8.9
992
8.8
2,395
Features by Category
Ticket and Case Management
Not enough data
8.7
1000
|
Verified
Not enough data
8.8
1018
|
Verified
Not enough data
8.7
993
|
Verified
Not enough data
8.6
1041
|
Verified
Not enough data
8.4
582
|
Verified
Not enough data
8.9
1039
|
Verified
Not enough data
8.8
962
|
Verified
Not enough data
8.6
863
|
Verified
Generative AI
Not enough data
8.3
160
Not enough data
8.2
162
Communication Channels
Not enough data
9.0
793
|
Verified
Not enough data
8.8
993
|
Verified
Not enough data
9.4
1165
|
Verified
Not enough data
8.4
718
Not enough data
7.7
433
Platform
Not enough data
8.3
602
|
Verified
8.4
460
|
Verified
8.3
1101
|
Verified
Not enough data
8.8
706
|
Verified
Not enough data
8.7
672
|
Verified
Not enough data
8.1
900
|
Verified
Not enough data
8.1
903
|
Verified
Messenger
8.5
203
|
Verified
8.8
369
|
Verified
8.2
201
|
Verified
8.1
350
|
Verified
9.1
273
|
Verified
9.3
465
|
Verified
8.5
250
|
Verified
8.5
313
|
Verified
Channels
7.9
116
|
Verified
8.1
281
|
Verified
8.9
249
|
Verified
9.0
426
|
Verified
7.7
91
|
Verified
8.0
195
|
Verified
7.6
81
|
Verified
7.4
109
7.8
90
|
Verified
8.2
219
|
Verified
Customers
8.6
224
|
Verified
8.8
417
|
Verified
8.4
202
|
Verified
8.6
421
|
Verified
8.1
241
|
Verified
8.2
424
|
Verified
8.7
240
|
Verified
8.4
375
|
Verified
8.5
244
|
Verified
8.2
367
|
Verified
Lead Facilitation
8.9
315
|
Verified
Not enough data
8.2
309
|
Verified
Not enough data
8.2
288
|
Verified
Not enough data
8.7
304
|
Verified
Not enough data
Organization
8.0
265
|
Verified
Not enough data
8.0
269
|
Verified
Not enough data
8.3
276
|
Verified
Not enough data
Performance Analysis
7.8
241
|
Verified
Not enough data
8.0
261
|
Verified
Not enough data
Sales Analysis
7.5
215
|
Verified
Not enough data
7.7
221
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
User Analysis
Not enough data
8.6
137
Not enough data
8.3
154
User Support
Not enough data
9.1
164
Not enough data
8.1
116
Not enough data
8.8
148
Walkthrough Type
Not enough data
8.9
133
Not enough data
9.0
144
Channels
Not enough data
8.8
187
Not enough data
8.4
178
Not enough data
7.6
168
Design
Not enough data
8.6
183
Not enough data
8.5
185
Not enough data
8.8
191
Not enough data
8.8
182
Not enough data
8.8
176
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Responses
Not enough data
9.2
61
Not enough data
9.1
63
Not enough data
9.0
61
Automation - AI Agents
Not enough data
8.5
41
Not enough data
9.1
43
Not enough data
Feature Not Available
Not enough data
8.3
42
Not enough data
9.0
42
Platform
Not enough data
9.3
60
Not enough data
9.0
60
Not enough data
9.1
60
Autonomy - AI Agents
Not enough data
8.6
43
Not enough data
8.8
44
Not enough data
8.8
43
Not enough data
8.8
45
Generative AI
Not enough data
Feature Not Available
Not enough data
9.0
30
Responses
8.2
280
8.8
510
8.3
268
8.8
501
8.4
303
9.1
499
8.1
273
8.9
475
8.0
228
8.7
399
Platform
8.9
309
9.5
526
8.4
291
8.9
499
8.4
275
8.8
495
8.1
281
8.7
478
7.9
240
8.5
339
8.4
261
8.9
445
8.2
286
8.9
501
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
8.5
63
Conversational Platform
8.6
167
8.7
984
8.4
117
8.7
763
8.7
128
8.8
785
8.6
92
9.0
707
Support Automation
Feature Not Available
8.7
788
8.4
147
8.7
828
8.7
138
8.6
446
8.4
92
8.8
736
Generative AI
Feature Not Available
Feature Not Available
Feature Not Available
Feature Not Available
Integrations
7.4
92
Not enough data
7.9
95
Not enough data
7.8
91
Not enough data
7.3
88
Not enough data
8.0
94
Not enough data
Branding & Customizatio
8.2
94
Not enough data
8.3
93
Not enough data
7.9
90
Not enough data
Automatic Rules & Configurations
8.4
95
Not enough data
8.2
90
Not enough data
8.1
93
Not enough data
Customer Support
7.8
12
8.8
100
7.8
12
8.0
91
8.1
12
9.2
102
Automation
8.2
11
8.7
100
8.3
13
8.6
105
8.3
12
8.7
97
Artificial Intelligence
7.7
13
8.7
99
8.2
13
8.9
97
8.3
14
8.5
99
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Generative AI
Feature Not Available
8.4
193
Feature Not Available
8.4
192
Feature Not Available
Feature Not Available
Communication
9.2
541
|
Verified
9.3
1322
|
Verified
8.5
537
|
Verified
8.9
1330
|
Verified
7.8
322
|
Verified
8.8
1079
|
Verified
8.6
413
|
Verified
9.2
1243
|
Verified
7.8
188
8.6
487
Internal Use
8.4
460
|
Verified
8.3
1101
|
Verified
8.7
470
|
Verified
8.8
985
|
Verified
8.5
471
|
Verified
8.4
937
|
Verified
8.2
408
|
Verified
8.7
1134
|
Verified
8.3
371
|
Verified
9.0
1208
|
Verified
8.0
401
|
Verified
8.6
1176
|
Verified
Generative AI
Feature Not Available
Feature Not Available
Self-Service Experience
8.1
57
9.0
570
8.2
53
9.0
569
Feature Not Available
Feature Not Available
8.2
51
8.3
409
8.5
57
8.5
455
Self-Service Platform
8.6
57
8.7
452
8.7
60
8.8
457
8.2
59
8.3
394
8.5
58
8.8
441
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Process
Not enough data
9.3(won by default)
77
Not enough data
9.0(won by default)
74
Not enough data
9.6(won by default)
77
Channels
Not enough data
9.5(won by default)
77
Not enough data
8.8(won by default)
76
Not enough data
9.5(won by default)
80
Not enough data
8.5(won by default)
70
Not enough data
8.8(won by default)
72
Insight
Not enough data
9.2(won by default)
75
Not enough data
9.3(won by default)
76
Not enough data
8.9(won by default)
72
Not enough data
9.4(won by default)
72
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Drift and Intercom are categorized as Conversational Support, Conversational Marketing, Chatbots, Live Chat, Customer Self-Service, and Customer Service Automation
Unique Categories
Intercom is categorized as Digital Customer Service Platforms, AI Agents, Shared Inbox, Customer Communications Management, Digital Adoption Platform, Social Customer Service, and Help Desk
Reviews
Reviewers' Company Size
Drift
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Intercom
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
32.7%
Information Technology and Services
20.6%
Marketing and Advertising
7.2%
Financial Services
3.2%
Computer & Network Security
3.0%
Other
33.4%
Computer Software
26.1%
Information Technology and Services
13.2%
Financial Services
7.4%
Internet
5.3%
Marketing and Advertising
4.9%
Other
43.1%
Most Helpful Reviews
Drift
Most Helpful Favorable Review
Justin B.
Verified User in Hospitality
Drift is a highly effective online conversion tool. It was easy to implement and learn how to use for our team members. The recorded live chat transcripts help us learn what works and improve continually. New features such as calendar and email integration...
Most Helpful Critical Review
Ryan N.
Verified User in Financial Services
Having been with Drift for 3 years the best summary I can give is that this is a company in decline. We recently decided not to renew. First year we had a full customer success manager with QBR's, 2nd year we had a customer success manager, I mean i knew...
Intercom
Most Helpful Favorable Review
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Most Helpful Critical Review
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Justin B.
Verified User in Hospitality
Drift is a highly effective online conversion tool. It was easy to implement and learn how to use for our team members. The recorded live chat transcripts help us learn what works and improve continually. New features such as calendar and email integration...
Eugenio S.
Verified User in Information Technology and Services
I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.
Ryan N.
Verified User in Financial Services
Having been with Drift for 3 years the best summary I can give is that this is a company in decline. We recently decided not to renew. First year we had a full customer success manager with QBR's, 2nd year we had a customer success manager, I mean i knew...
Verified User in Internet
We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...
Alternatives
Discussions
Do I have to completely remove all of my lead capture forms?
2 comments
Official Response from Drift
Getting started with conversational marketing isn’t an “all or nothing” decision. Rather than ripping all the forms off their site, many companies start by...Read more
How do I measure the effectiveness of conversational marketing?
2 comments
Official Response from Drift
You can measure your conversational marketing efforts just like you would measure any other marketing channel. Platforms like Drift give you dashboards that...Read more
What types of people are having conversations with businesses?
2 comments
Official Response from Drift
When we analyzed the data from the 50,000+ businesses using Drift for conversational marketing, we found that people in key decision-making roles are often...Read more
What is Intercom used for?
3 comments
JT
for sending emails to our correspondents and monitoring our callsRead more
While interaction can be audio visual emojies be developed
2 comments
SG
I do not think they have developed Intercom that far yet, though it would be great.Read more
¿What is the best economic model in order to use Intercom?
2 comments
AB
Plus is $39/seat (User) per month.
Its enough to get startedRead more
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