Intercom has recently released a new knowledge base product and you may be wondering what are the key differences between the native Intercom’s knowledge base and Support Hero’s. Here’s a summary of the key differentiators:
- Intercom knowledge base is outside your app, users need to exit the app to look for a response to their question. Support Hero is embedded within your app and is accessible without leaving the context they’re currently working on. That means less friction, better user experience, and more deflected tickets. Making sure your knowledge base is easy to find and browse is not a meaningless detail. For example, try to find Intercom’s own knowledge base inside of their own product. Pretty challenging! Using Support Hero makes this super easy and remove friction / reduce frustration. This is a big deal for us.
- Support Hero offers the ability to contextualize support content depending on the feature your users are using. This is also a big deal: making sure you remove the noise and just propose the “right” support content up front and not force your users to browse/search your entire knowledge base hoping they’ll be lucky and find help is not a good support strategy in our opinion.
- Better in-context support: Support Hero allows you to open specific support resources right from clicking a link or tooltip within your app. That can be very efficient for features that are a little challenging to learn. Intercom does not offer that.
- Support Hero offers a “contact us” workflow that helps to deflect incoming support tickets by proposing appropriate support resources before sending a support ticket. With Intercom, you have no deflection capabilities, if you stick with their native widget, most users won’t bother searching your knowledge base and will send a message as it’s the easiest, most obvious way to solve their problem. It will be on you (and your support team) to search your knowledge base and send the relevant support article. Wouldn’t you prefer to let your users do that instead of putting that burden on your support team? Not to mention that the end users will get a response immediately instead of waiting for an answer from your support team, sometimes for several hours (think about night and weekend).
- The heart of Support Hero is the powerful insights it provides about the performance/quality of your support content, and we have a lot of plans to keep improving that moving forward. With Support Hero, you can really find out where your support content is doing a good job and where it’s not. In the end, you have everything you need to know to make self-help support really do a good job for you and your users. Intercom’s insights are really basic and will not provide you with that kind of insights. Like with all other knowledge bases out there, you’ll be left wondering if your support content is working or not.
- Support Hero has a user and data-centric approach, for example, we’ve recently released the possibility to record all the searches performed and articles read by all your users. That can be incredibly useful to identify users at risk and pro-actively (and automatically) reach out to users who have performed searches on your knowledge base. This can be a very powerful customer success tool. Intercom has a feature that will ask users why they are not happy with a support article, but only if a user takes the time to give negative feedback on a support article. In our experience, that’s a very low percentage of users, like 5% of them at best. With Support Hero, you’ll have 100% of users searches and articles read and you can trigger very smart auto message based on that unique data set.
- Support Hero’s value proposition of deflecting support tickets really works: based on our statistics, we have twice as many widgets opens and 4 times more support article read than support ticket sent, that means that at least 50% of support inquiries get deflected thanks to our embedded widget. You will not benefit from that powerful ticket deflection capability with Intercom. You’ll actually never know if you’re deflecting any support ticket!
- Support Hero allows you to provide self-help support in multiple languages. Intercom simply does not offer that possibility.
- Finally, Support Hero’s only mission is to help you offer top-notch self-help support to reduce user’s frustration and useless/avoidable incoming support tickets. That’s the only problem we want to solve and all our efforts are focused there. Intercom is trying to solve dozens of business problems and, as a consequence, is not the best at each of them. Some are addressed better than others but, for example, on the support side, they still offer very poor statistics about your support team effectiveness (compared to Helpscout or Groove, for example), they don’t offer a way to get feedback about support responses (a must have that all helpdesks now offer) and there’s a long list of very useful features you can find in software specialized in handling support tickets that Intercom is not offering (and has not improved over the last 2 years since they entered that space). It’s not to say that Intercom is not a good product overall, but it’s not the best product at each of these things and we think this is true for their knowledge base.
If what you need is a knowledge base just because you know you need one but the level of support request you currently get is manageable and deflecting support inquiries is not a priority, or if you think all the advanced self-help support options listed above are more in the “nice to have” bucket, then Intercom’s knowledge base can be the one you need. If you’re serious about offering the best possible self-help, in-app support experience, Support Hero is a much better choice.
That’s only our opinion, of course, it may be biased, but we think this can help you make an informed decision 🙂Subscribe to blog via Email