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ChatGen Vs. Intercom

Prasanth Sai
Prasanth Sai
December 14, 2020

ChatGen Vs. Intercom

December 14, 2020
by Prasanth Sai

Chatbots are the need of the hour for all online businesses. In our blog Chatgen Vs. Intercom, we have tried to clear all your queries related to the platform when compared with Intercom. 

In this world of digitization, chatbots can be compelling enough in empowering your business’s online presence. They make it effortless to communicate directly with your potential customers. However, the tough decision rests in choosing the best software to serve the purpose.

It’s a known fact that Intercom is a giant when it comes to creating products for marketing and sales. And we respect them. 

Intercom aims at connecting with prospects and existing customers through their business-oriented messenger. On the other hand, Chatgen is a hybrid conversational sales, marketing, and support platform that intends to automate any communication anywhere, to improve efficiencies and accelerate revenue. 

While both are peculiar in their ways, neither can have all it takes to be the BEST! 

To solve this dilemma, we have listed the differences between Intercom and Chatgen, and we hope it helps.

Automate Rich Chatbot blocks:

Chatgen bot builder is unique in its design, where you can drag and drop chat elements and create your workflows. There are various types of chat elements that help users to reach the desired goals with ease. Intercom offers custom chatbots as an add on and has basic chat elements with less conditioning in the flow.

The basic DNA of Chatgen is to automate the conversations for sales, marketing, and customer support, whereas, for Intercom, it is to support website visitors.

Conversational Analysis Reports (CARs) :

Chatgen’s CARs allow you to check specifically at which node did a majority of users drop-off /leave the chat. Along with basic KPI data, it provides deep insights that can help optimize the flows with new versions to achieve your desired KPI metrics. As Intercom focuses more on LIVE chat analytics and agent performance, it fails to provide deep bot performance reports.

These reports help Chatgen clients in revising the particular flow hypothesis where users seem to leave the conversation. 

Automated Email Replies:

Chatgen is yet to incorporate this attribute. As of now, it focuses on chat features and plans to integrate with platforms like reply.io soon for email actions.
Intercom supports this feature wherein you can continue the conversation within an email. 

Email channel automation is a prominent feature! And with this feature, Intercom racks up the score. 

Missed Chats:

Intelligent Routing helps in forwarding the chat to the relevant agent based on the input given by the user, and also can round-robin. But if the agent fails to reply within 2-3 minutes, it is declared as a missed chat.
Intercom follows a complex chat routing wherein, in the absence of any agent, the chat goes unnotified in the system, which costs losing a potential lead. 

Chatgen has a detailed analytics view in its dashboard, which shows all the missed chats with comprehensive data and analytics to make sure you do not miss any chat next time.

Click to Conversation:

A different chatbot flow can be triggered when clicked on a specific button on the website, and the bot can then communicate as per the visitor’s intent.
Intercom Messenger is common on every page along and will not change based on the button clicks.

We observe a general drop-off between pages after users click on a button. With Click to Conversion, we can eliminate the drop-offs and get more users towards the desired goal.

Embedding of the chatbot :

Chatgen lets you embed CLPs (Conversational Landing Pages) or chatbots inside your webpage so that, website section will look like a conversational website.
Intercom, like others, grants the freedom of placing the chat icon anywhere on the page but cannot be embedded into the web design.

People mostly use embedded chatbots for promotional/offer campaigns on websites or to collect feedback on the blog.

Conversational Landing Pages (CLPs):

Chatgen’s Conversational Landing Pages act as an assistant for capturing the data on a separate URL. For ex.: booking a slot, registrations for an event, etc., can be done in a more creative and better way, unlike the traditional boring forms.
Intercom, however, focuses more on LIVE chat and does not offer conversational landing pages.

CLPs are a perfect go-to for keeping the users engaged till we capture the desired details. Adding fun, personalization to the bot flow helped our clients in converting more clicks to leads.

White Labeling:

White labeling enhances brand identity and branding, where the chatbot blends with the theme of the website. Chatgen facilitates this feature right from the starter pack.
Intercom also offers white labeling, but only in the advanced packages.

Ability to automate conversations as per need :

In some use cases, automated conversations will demand advanced technology, and you may recognize its need after installing a basic chatbot. Chatgen platform has a dynamic capability of constructing any chatbot based on various factors like NLP, multi-language, various channel integrations, backed integrations, etc.
Intercom only deals with basic bots and live support. If you have identified the need to develop an advanced chatbot, you have to switch to other vendors.

Chatgen platform can construct any chatbot concerning the use-case, integrations, and depth of technology (NLP, etc.). We have simplified our design for you to deploy your simplest hypothesis of chat flow in no-time, measure, and accordingly upgrade its capabilities.

Lead Qualification :

Chatgen allows you to strategize the chat flow, define qualification criteria to rate the leads based on their interest (How hot the lead is?) Accordingly, your sales team can then prioritize communication.
Intercom, in its first message, asks for an email address and qualifies him/her as a lead.

When your chatbot captures more than 100 leads, automated lead rating can be significantly helpful in sorting these leads in a prioritized order. Using the obtained list, the sales team can then focus on the leads and convert them into your customers. 

Cost-effectiveness:

With almost all the features covered, Chatgen is pocket-friendly and economical when compared with Intercom.
Intercom packages are a little expensive as your company grows with more agents and traffic on the website.

The advanced packages of Intercom contain advanced attributes like account-based marketing, A/B testing, message control groups, etc., with a price attached to it.

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