Guiding you to choose between Intercom vs. Genesys Live Chat: 2024

Comparison Summary

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.

Genesys Live Chat: Genesys-live-chat provides web messaging tools for customer interactions. It enables seamless chats with brands across various asynchronous messaging channels.

Intercom and Genesys Live Chat: Customer Satisfaction Data

Most deployed common Use Cases for Intercom and Genesys Live Chat

What Are the key features of Intercom and Genesys Live Chat for Engagement Management?

Intercom and Genesys Live Chat both enable businesses to interact with customers on their websites and within their products. Intercom focuses on providing a comprehensive customer support experience, including in-app messaging, email follow-up, and historical data capture. Genesys Live Chat prioritizes delivering personalized and consistent customer experiences through AI-powered interactions across various channels, such as chat, text, video, Twitter, and Facebook Messenger. However, both systems have limitations in areas like segmentation and customization, requiring users to adapt or seek additional tools.

"...We have benefitted from increased customer clarity and communications and also had a lift in engagement...." Peer review by Blaire K., Senior Director, Account Management

"...The platform provides live chat, email, messaging and social channels needed to engage and support consumers across self-service and agent assisted interactions...." Peer review

What solutions does Intercom and Genesys Live Chat provide for Helpdesk Management?

Intercom and Genesys Live Chat both offer help desk features and live chat functionality. Intercom integrates customer support, feedback, and retention into a single interface, while Genesys Live Chat emphasizes call center optimization and real-time feedback. Intercom provides a self-service option through help articles and chatbots, while Genesys Live Chat employs a self-learning help desk solution. Both have limitations, such as Intercom's occasional ad-blocking issues and Genesys Live Chat's potentially tedious setup.

"...Intercom has helped us to support our customers in real-time over the live chat...." Peer review by Raghu A.

"...Bold360 ai diminished our call center volume by almost half, freeing up our account managers to focus on revenue generating projects as opposed to resolving repetitive issues that were easily solvable with Bold360 ai s platform...." Peer review by Ori Wainshtein, Customer Care Leader, Intuit

What makes Intercom and Genesys Live Chat ideal for Communication Management?

Intercom and Genesys Live Chat both offer communication management tools like chat support, emails, and messaging. Intercom focuses on engaging users through in-app messages and automated emails, while Genesys Live Chat emphasizes a broader range of features including visitor monitoring and Twitter management. Both systems have limitations. Intercom lacks analytics integration, while Genesys Live Chat has a less-than-useful discussion tab with limited notifications.

"...In particular, I like their feature for sending mass emails to a particular segment of customers...." Peer review by Olga A., Information Technology and Services

"...Bold360 is a robust solution that offers not only web chat but also advanced features such as Email, visitor monitoring, and Twitter management...." Peer review by Marcy Bergman

How can Intercom and Genesys Live Chat enhance your Knowledge Management process?

Intercom and Genesys Live Chat both provide knowledge base systems for customer support. Intercom focuses on user-friendliness, enabling easy article creation and integration with other support tools. Genesys Live Chat emphasizes AI-powered knowledge management, allowing for self-learning and dynamic updates. Intercom offers a simplified approach to building and sharing knowledge bases, while Genesys Live Chat prioritizes advanced features for efficient and accurate knowledge retrieval.

"...Intercom makes support friendly for your customers by integrating different communication tools such as live chat and knowledge base...." Peer review by User

"...AI deployments for customer service and support also go beyond knowledge management...." 85% of Customer-Facing Teams Are Frustrated with Lack of Technology Needed to Meet Customer Expectations