Overview: eGain and Intercom as Live Chat Category solutions.

eGain and Intercom, both live chat solutions, cater to distinct user needs and industries. eGain excels at knowledge management and is favored by sectors like consumer electronics. Intercom, with a robust feature set, supports extensive communication management, appealing primarily to large enterprises and the tech industry. Their differences in capabilities and support make them suitable for different operational needs and strategic objectives.

eGain: eGain is a cloud customer engagement platform offering real-time voice assistance and digital transformation through AI, knowledge, and analytics. Its suite includes modules like eGain CallTrack, Chat, Virtual Assistant, and ClickToCall.

Intercom: Intercom is the complete AI-first customer service solution, enhancing support teams with AI agents, copilots, ticketing, and phone services. Exceptional customer experiences are delivered efficiently.

eGain and Intercom: Best Use cases based on the customer satisfaction data

Key Capabilities Supported

eGain provides engagement and knowledge management, enhancing follow-ups and communication for businesses needing a structured approach. read more →

Intercom focuses on helpdesk and communication management, supporting teams that prioritize customer interaction and feedback. read more →

Business Goals

eGain aims to scale best practices and enhance customer relationships, supporting businesses in consumer electronics and telecommunications. read more →

Intercom helps enhance customer relationships and acquire customers, ideal for companies launching new products. read more →

Core Features

eGain offers analytics, AI-powered features, and ease of migration, catering well to businesses prioritizing data and security. read more →

Intercom provides training and onboarding, extensive integration, and AI capabilities, supporting large enterprises with comprehensive data needs. read more →

Vendor Support

eGain offers 24/7 support with phone, email, and chat options, suiting businesses that value consistent availability. read more →

Intercom provides extensive 24/7 support, with a focus on training and onboarding, aligning with complex enterprise environments. read more →

Segments and Industries

eGain is used by small to large enterprises across consumer electronics and telecommunications sectors. read more →

Intercom is favored by large enterprises, especially in the computer software and IT services industries. read more →

Operational Alignment

eGain fits well into structured operational workflows, ideal for businesses in utilities and consumer goods sectors. read more →

Intercom supports dynamic workflows with a strong focus on communication, preferred by tech-driven industries. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

low

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medium

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Integration Risk

low

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medium

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Migration Risk

low

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Phone Support

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Email Support

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Chat Support

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24/7 Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for eGain and Intercom

Why is eGain and Intercom the best choice for Engagement Management?

Egain and Intercom both help manage customer engagement, but they differ in their primary focus. Egain provides a comprehensive platform for managing interactions across various channels, aiming to offer a unified view of customer behavior and facilitate personalized engagement. Intercom focuses primarily on website visitors and existing customers, offering in-app and email-based communication to provide support and engage them during their product usage. However, Intercom can be complex to understand initially and may not be cost-effective for large user bases.

"...With Egain you can track the interactions of potential customers and thus know a little more about what interests you to know what to offer them...." Peer review by Hannah M, Customer Support Professional

"...The Intercom platform is best for live chat customer support and setting up customer engagement campaigns...." Peer review by Heili, Head of Sales, eAgronom

How does eGain and Intercom facilitate Knowledge Management?

Egain enables knowledge management by offering a multi-access self-service platform. Egain provides knowledge management features to support agents and customers alike. Intercom offers a knowledge base feature for customers to find answers without needing live support. Intercom makes it easy to create and manage a knowledge base, and it integrates with other features, such as live chat. Both have limitations; Intercom may take some time to learn, while Egain primarily focuses on the consumer market.

"...New enterprise search features, combined with its knowledge management and multichannel suite, make eGain a must-have vendor for enterprise short lists...." Peer review by John Ragsdale, Vice President of Technology Research, Technology Services Industry Association

"...We also love Intercom's knowledge base which is extremely useful as the chatbot can recommend articles when we are away...." Peer review by Spencer V, Head of Community, Information Technology and Services

What benefits does eGain and Intercom offer for Helpdesk Management?

Egain and Intercom are similar because they both provide tools to manage customer support through multiple channels. Egain focuses on transforming traditional call centers into multichannel hubs, while Intercom provides a unified platform for managing support, chat, and feedback. Egain emphasizes integration with existing systems, whereas Intercom prioritizes a seamless user experience. A limitation of Intercom is that it can be blocked by ad-blocking tools.

"...With external system integrations, users can sync their CRM, content management programs, and call center systems to this software...." How to Master Customer Interaction Management (+ The Best Software)

"...The additional capabilities like chat bots, help center, and lead-capture capabilities bringing Intercom to the forefront of martech tools...." Peer review by Jay K., Vice President of Marketing

What solutions does eGain and Intercom provide for Communication Management?

Egain and Intercom are both communication management tools, but they differ in their features. Egain offers a broader range of communication channels, including social media, email, and phone support, while Intercom focuses on in-app messaging, automated emails, and live chat. Egain also emphasizes knowledge management and content creation, which Intercom does not. However, Intercom provides a more seamless integration with user data and activities, a limitation that Egain does not share.

"...Adding new customer contact channels can complicate interaction management as a result of cross-channel effects, channel limitations and customer channel preferences...." Peer review by Tim Hickernell, Senior Program Director, META Group

"...Intercom has let us skip the tedious email support and just use one single messaging platform to manage all user interaction...." Peer review by Franklyn T, Co-Founder, Information Technology and Services