Top 6 Reasons to Choose Support Hero Over Intercom

February 1, 2018

Cats versus dogs – quick, which do you prefer? Whether you’re partial to pooches or friendlier with felines, your opinion develops from a comparison of both over time. It’s only human! But when the topics of comparison are a little more complicated than cats and dogs, forming qualified opinions can become larger tasks.

That’s why, when Intercom recently released their all-new knowledge base product, we wanted to do the ­heavy comparative lifting for you. Below, we’ve outlined some of the fundamental differences between Intercom and Support Hero:

1. Internal vs. external: While Support Hero is embedded within your app, Intercom’s is only accessible by exiting the app. Our platform ensures that you don’t need to abandon the content you’re currently working on, resulting in less friction, enhanced user experience and an uptick in deflected tickets.

2. Noise vs. silence: Depending on which features your users utilize, Support Hero can contextualize and target support content. Doing so tailors the user experience for users’ needs, removing the ‘noise’ so that only the most relevant support content appears up front. Whereas Intercom’s knowledge base requires users to browse without direction, our native base is more of an adaptive roadmap.

With Support Hero, you can also open support resources directly from a link or tooltip integrated within the app. It’s an efficient feature that Intercom currently doesn’t offer.

3. Workflow vs. no workflow: A ‘contact us’ workflow incorporated into Support Hero’s app adds a line of defense against incoming support tickets, providing immediate, handy resources for users – in multiple languages - that may address their inquiries before they hit ‘send’ on the support ticket.

Based on our statistics, we have twice as many widget opens and four times more support articles read than support tickets processed as a result. That means that we’re handling 50% of prospective support inquiries from our automated processes alone!

In contrast, Intercom’s native widget doesn’t offer deflection fail-safes, increasing the likelihood that users will aimlessly browse its knowledge base. The consequence? More support tickets that Intercom’s team has to handle manually – which can take up to hours and even days.

4. Comprehensive vs. basic: Support Hero’s bread and butter is data, and lots of it. Our native app’s powerful insights and refined mechanisms help you better understand your support content’s performance and quality, offering both detailed analytics and the ‘bare bones’ of what’s doing well and what isn’t.

Case in point: One of our clients wrote an FAQ article that explained how to add administrators to an account; the article frequently referred to the users as ‘admins.’ After analyzing the data from their Support Hero analytics, though, our client realized that users were searching for a completely different range of words beyond ‘admins,’ such as ‘team members’ and ‘managers.’ Up until that point, no articles displayed as results for those search terms, resulting in unnecessary support tickets. But once they added those keywords to the FAQ article, the problem disappeared!

Although Intercom offers basic insights, it lacks the micro-level detail that makes Support Hero shine. Similar to other knowledge bases, you’ll likely end up wondering if your support content is truly working or not.

5. Customer attention vs. customer ambivalence: Recently, our team released a feature that can record all of the searches performed and the articles read by ALL of your users. In essence, you can easily identify at-risk users and move them to the top of your priority list, helping to prevent lost leads. Our app gives you the heads-up necessary to trigger smart auto messages, based on the unique recorded data sets.

Intercom employs a standard feature that asks users why they aren’t satisfied with a given support article, but it only kicks in if a user takes the extra step to give negative feedback on an article. From our research, that typically is only around 5% of users!

6. Quality vs. quantity: When all is said and done, Support Hero’s sole mission is to help you offer top-notch self-help support for users. Hard work on our end means less work for the user, which ultimately means less work for your team. It’s a win-win!

We give Intercom credit for their intent to solve multiple business problems; however, their multi-pronged approach doesn’t yield any standout results. If your company currently fields a manageable amount of support tickets, or the advanced self-help support options we listed above are not priorities at the moment, Intercom’s knowledge base may be the right fit for your needs. But if you’re committed to providing the paragon of self-help resources, Support Hero is the best option.