In this article, we compare Intercom and Drift, two leading customer messaging platforms in 2025. We analyze their features, pricing, and user feedback to help you choose the best solution.
Drift and Intercom are two popular live chat solutions that provide similar messaging and knowledge base solutions. However, they aren't completely equal. Intercom is an all-in-one tool for customer support, marketing, and sales, while Drift is a more sales-focused tool.
According to stats from Kayako, 52% of consumers are more likely to buy from a company that offers live chat support. This proves that implementing a live chat tool on your website is important if you want to tap into the benefits it provides.
We decided to help you understand how Intercom stands versus Drift by comparing key features, pricing, and much more.
What is Intercom?
Intercom is a customer service platform that offers customizable live chat widgets, omnichannel support capabilities, and integrations with multiple apps.
While Intercom is primarily a support solution, it does have add-ons that offer other functionalities such as product tours.
Intercom helps you track/optimize product adoption through its add-ons and third-party integrations
Some of the features of Intercom are Help Desk, AI Chatbot, and Proactive Support — so you can keep costs low, support teams happy, and customers satisfied.
What is Drift?
Drift is known to be the revenue acceleration platform. It is another live chat solution that you can’t miss. The brand claims to be used by 50,000+ businesses who have accelerated their revenue using their customer support tool.
Like Intercom, Drift primarily promotes itself as a chatbot service provider that captures leads and accelerates sales for its customers.
Intercom vs Drift-Comparison Table
| Features | Intercom | Drift |
|---|---|---|
| Live chat | Yes | Yes |
| Access to mobile devices | Yes | Yes |
| Pre-chat & offline form | Yes | No |
| Feedback collection | No | Yes |
| Human handover | No | Yes |
| Email Marketing | Yes | Yes |
Intercom vs Drift Feature Comparison
Key Features of Intercom
- Live chat
- Pre-chat & offline form
- Access to mobile devices
- Email Marketing
- Shared inbox
- Integrates with Mailchimp, Calendly, Google analytics, Salesforce, Pipedrive
Key Features of Drift
- Live chat
- Access to mobile devices
- Human handover
- Feedback collection
- Email Marketing
- Shared inbox
- Integrates with Mailchimp, Salesforce, HubSpot, ActiveCampaign
Intercom vs Drift: Pros and Cons
| Intercom Pros | Intercom Cons |
|---|---|
| Easy to install | Too expensive |
| Rich integration capabilities | Confusing pricing model |
| Great for scaling | Poor support |
| Automated messages | Too much focus on automation features rather than human support |
| Fully customizable | |
| User-friendly |
Drift Pros and Cons
| Drift Pros | Drift Cons |
|---|---|
| Detailed analysis | Little customization opportunities |
| Video messaging | High pricing |
| User-friendly | Missing multilingual support |
| Chatbot |
Intercom vs Drift Pricing
Intercom Pricing
- Essential Plan: Starts at $39/month.
- Advanced Plan: Starts at $99/month.
- Expert Plan: Starts at $139/month.
- Proactive Support Plus: Starts at $99/month
Drift Pricing
- Premium Plan: Starts at $2500/month.
- Advanced Plan: Contact customer support.
- Enterprise Plan: Contact customer support.
Choosing between Intercom and Drift
Both Intercom and Drift have established themselves as leading solutions, each offering unique advantages that cater to different operational goals and user preferences.
Intercom shines with its rich integration capabilities and user-friendly interface, making it a great choice for businesses looking to scale their operations effectively. Its automated messaging feature allows for seamless communication with customers, while its detailed analytics can provide valuable insights into user behavior and engagement. However, the costs associated with Intercom can be a significant consideration, especially for smaller businesses or startups. Its complex pricing model may lead to confusion, and some users have reported challenges with customer support, which can be a drawback for teams that rely heavily on timely assistance.
On the other hand, Drift focuses on real-time engagement and personalized interactions, with its standout feature being video messaging that enhances communication. The platform is intuitive and easy to navigate, which can lead to quicker onboarding and implementation. However, potential users should be aware of Drift’s limitations in customization and its higher price point, which may not be feasible for every budget. Additionally, the absence of multilingual support could hinder businesses aiming for a global reach.
As you contemplate which platform best aligns with your operational requirements in 2025, it’s essential to evaluate your specific goals, budget constraints, and the importance of features like automation versus human interaction. Each platform has its strengths and weaknesses, so your choice should be informed by the unique demands of your business.
Ultimately, the decision between Intercom and Drift will hinge on how well each platform aligns with your customer engagement strategy and operational workflow. By considering factors such as scalability, customization, pricing, and support, you can make a more informed choice that not only meets your current needs but also positions your business for future growth and success.
Taking the time to explore trial versions, user reviews, and feature comparisons can further enhance your decision-making process, ensuring that you select the best tool to foster meaningful connections with your customers in the years ahead.
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