The Ultimate Guide – Intercom vs. Drift – Which Live Chat Tool is Right for Your Business?




Live chat tools have become an essential part of customer support and lead generation strategies for businesses. These tools offer businesses the ability to provide real-time assistance to website visitors and engage with potential customers. Two popular live chat tools in the market are Intercom and Drift. In this blog post, we will explore the features, capabilities, pricing, user interface, integration, customer support, and case studies of Intercom and Drift. By the end, you will have a better understanding of which live chat tool is right for your business.

Features and Capabilities of Intercom

Intercom offers a range of features and capabilities that make it a powerful live chat tool for businesses.

Real-time messaging and chat

Intercom allows businesses to engage with website visitors in real-time through its messaging and chat capabilities. One of the standout features of Intercom is its customizable chatbots and automated responses. This enables businesses to provide instant answers to frequently asked questions and streamline their support processes.

Multichannel support

Intercom goes beyond just website chat and offers native mobile app integration, allowing businesses to extend their support capabilities to their mobile app users. Additionally, Intercom provides integration with social media platforms and SMS, making it convenient for businesses to communicate with customers across various channels.

Team collaboration and management

Intercom provides team collaboration and management features that enable businesses to effectively manage and distribute incoming chat requests. With assignment rules and routing, businesses can ensure that chats are assigned to the most appropriate team members. The team inbox and shared inbox features allow multiple team members to access and respond to customer inquiries, ensuring a seamless customer support experience.

Features and Capabilities of Drift

Drift offers a unique set of features and capabilities that focus on conversational marketing and lead generation.

Conversational marketing and lead generation

Drift’s chatbots can be customized to actively engage with website visitors, qualify leads, and provide targeted messaging based on visitor behavior. This allows businesses to generate more leads and have more personalized conversations with potential customers.

Simplified integration and setup process

Drift prides itself on its ease of integration and setup. It seamlessly integrates with popular CRM and marketing automation tools, which makes it easy for businesses to integrate chatbot leads directly into their existing sales and marketing workflows. The implementation and configuration process of Drift is also user-friendly, making it accessible for businesses of all sizes.

Account-based marketing and sales enablement

Drift offers personalized messaging and playbooks to enhance the account-based marketing and sales enablement strategies of businesses. This enables businesses to deliver targeted and relevant messages to key accounts and provide a more personalized experience for potential customers. Account-based analytics and reporting features also provide valuable insights into the effectiveness of these strategies.

Pricing and Plans

Both Intercom and Drift offer pricing plans tailored to different business needs and budgets.

Intercom pricing tiers

Intercom offers three pricing tiers: Essential plan, Pro plan, and Custom plan. The Essential plan is suitable for small businesses and includes basic live chat capabilities. The Pro plan offers additional features and capabilities, such as custom bots and priority support. The Custom plan provides tailored features and pricing based on the specific requirements of larger businesses.

Drift pricing tiers

Drift also offers three pricing tiers: Standard plan, Pro plan, and Enterprise plan. The Standard plan is designed for small businesses and includes core features like chatbots and email support. The Pro plan offers advanced features such as automated meeting scheduling and chat analytics. The Enterprise plan provides additional customization options, dedicated account management, and 24/7 support.

User Interface and Ease of Use

The user interface and ease of use are important factors to consider when choosing a live chat tool. Let’s look at the user interface of both Intercom and Drift.

Intercom’s user interface

Intercom features a clean and intuitive user interface. The navigation and organization of features are well-designed, making it easy for businesses to find and access the tools they need. Intercom also provides customization options, allowing businesses to tailor the appearance and functionality of their chat widgets.

Drift’s user interface

Drift’s user interface is also sleek and modern. The dashboard provides an overview of key metrics, and the chat view allows businesses to respond to customer inquiries efficiently. Additionally, Drift offers customization options, allowing businesses to match the chat widget with their branding.

Integration and Compatibility

Integration with other tools and platforms is crucial for businesses to streamline their workflows and provide a seamless customer experience.

Intercom’s integrations

Intercom offers extensive integrations with popular CRM, help desk, and marketing automation tools. This allows businesses to sync customer data, provide contextual support, and automate various marketing and sales processes. Intercom also integrates with e-commerce platforms, making it easier for businesses to track customer interactions and provide personalized recommendations.

Drift’s integrations

Drift integrates with popular CRM and marketing automation tools, allowing businesses to sync data and streamline their customer communications. Additionally, Drift offers integrations with collaboration and analytics tools, providing businesses with a comprehensive view of their customer interactions and performance metrics.

Customer Support and Resources

Effective customer support is essential when implementing a live chat tool. Let’s explore the support options provided by Intercom and Drift.

Intercom’s customer support

Intercom offers multiple support channels, including email support and live chat support, to ensure timely assistance. The response time is generally quick, allowing businesses to address any issues or questions promptly. Intercom also provides a comprehensive documentation and knowledge base, which includes guides, articles, and FAQs, to help businesses get the most out of the tool.

Drift’s customer support

Drift offers similar support channels as Intercom, including email support and live chat support, with a focus on providing fast and efficient responses. Drift also has a community forum where users can ask questions, share experiences, and learn from each other. Additionally, Drift provides resources such as webinars, playbooks, and case studies to help businesses enhance their usage of the tool.

Case Studies and Testimonials

Real-life examples and success stories can provide valuable insights into the effectiveness of a live chat tool. Let’s take a look at some case studies and testimonials for both Intercom and Drift.

Success stories with Intercom

Intercom has been successfully used by various businesses across different industries. Case studies showcase how Intercom has helped businesses improve customer support, increase sales conversions, and enhance user engagement. Customer testimonials highlight the positive experiences and outcomes achieved with the use of Intercom.

Success stories with Drift

Drift has also been instrumental in the success of businesses across different sectors. Case studies demonstrate how Drift has helped companies generate qualified leads, drive revenue growth, and streamline their sales processes. Customer testimonials provide firsthand accounts of the value and impact that Drift has brought to their businesses.

Verdict: Which Live Chat Tool is Right for Your Business?

Choosing between Intercom and Drift depends on various factors specific to your business needs. Consider the following:

Factors to consider

  • Your business goals and objectives
  • Your budget and pricing plans
  • The specific features and integrations required

Summary and recommendation

Both Intercom and Drift are powerful live chat tools and offer unique features and capabilities. Assess your business requirements, try out their free trials, and consider the factors mentioned above to make an informed decision. Whether you choose Intercom or Drift, implementing a live chat tool will undoubtedly enhance your customer support and lead generation efforts.


Live chat tools are an integral part of any business’s customer support and lead generation strategies. Intercom and Drift provide excellent solutions for engaging with website visitors, qualifying leads, and enhancing the customer experience. By understanding the features, capabilities, pricing, user interface, integration, customer support, and case studies of both tools, you can make an informed decision on which is the best fit for your business. Don’t miss out on the opportunity to provide real-time assistance and engage with your customers – try out Intercom or Drift today!


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