Industry Insights

Intercom alternatives: Create a human support experience with Simpu

Adebukola Ajayi
July 11, 2023
Contents

Choosing the right customer service software tool  is a big deal, especially when you've got many users and a limited budget to work with.

Now, with so many tools out there, it can feel like navigating a maze to find the perfect fit for your business. That's where Simpu and Intercom come into play. These two platforms have their own unique set of features and cater to different audiences.

The goal of this article is simple: we give you all the juicy details about the best alternative to Intercom, so you can have a good understanding and decide which platform is the best match for your needs. 

We'll cover everything from communication channels to customer service software features, pricing, scalability, analytics, user interface and experience.

What sets Simpu apart from Intercom?

Although Simpu and Intercom may initially appear similar due to their categorization, they are, in fact, quite distinct from one another.

Intercom, founded in 2011, primarily aimed to develop a product that facilitates meaningful customer relationships. In contrast, Simpu, which emerged just two years ago, specifically targets modern SaaS companies.

Notably, 100+ companies have since adopted Simpu as a fundamental part of their customer support strategy. Let's explore the key reasons behind this choice:

  • Affordability.

The cost factor is a significant concern for many small businesses seeking alternatives to Intercom. Unlike Intercom pricing, which requires you to make additional payments to access some features on the app, Simpu's pricing plans are designed to accommodate businesses of various sizes.

Whether you're a small or large enterprise, Simpu offers transparent pricing plans with more features available even at the basic free plan level. There's no need to make payments to access basic additional features, and the plans are tailored to meet your specific needs.

If you are looking for a cheaper alternative to Intercom get started here.

  • Easy to use interface.

Everyone appreciates a user-friendly product, especially when it comes to tools with which they may have limited experience. Simpu's interface is designed to be intuitive and easy to navigate.

On the other hand, Intercom's interface can be a bit challenging to understand and navigate because you have to make payments to view some features. Also because Intercom supports large businesses, their app is designed with different features you might not even need.

  • Analytics.

When it comes to analytics, Simpu takes a different approach compared to Intercom. Instead of overwhelming you with excessive data, Simpu focuses on delivering actionable insights that matter.

Simpu generates reports customized to your unique requirements. These reports enable you to track the channels where your support agents are most active, making it easy to identify your top-performing agent. Additionally, you can monitor their first response times, ensuring excellent customer service.

Furthermore, Simpu offers the capability to set up automated triggers for collecting customer feedback when a conversation is closed which is used in building your customer satisfaction score.

  • SMS OTP's capabilities.

Simpu offers powerful SMS messaging capabilities that empower businesses to communicate effectively with their customers. This feature is particularly popular among our users in the financial sector, where secure and timely communication is of utmost importance.

Financial services rely on Simpu to seamlessly send One-Time Passwords (OTPs) to their customers. In the fast-paced world of financial services, there is no room for delays when it comes to delivering OTPs. Simpu's technology ensures that these crucial messages are sent immediately, providing customers with the prompt responses they require

Simpu features.

Simpu has a vast set of features that you can use. Here’s an overview of them:

1. Shared inbox.

Simpu's shared inbox brings all your conversations together in one convenient place. With a quick glance, you can easily access and manage your conversations from various channels, including Whatsapp, Instagram, Live Chat, Gmail, and Outlook. This customer communications product helps larger business support customers faster and better.

Some features in Simpu's shared inbox.

  • Access permission.

Setting access permissions for team members ensures clarity in roles and provides access to relevant information needed to deliver an exceptional customer experience. By limiting visibility to only those who need it, privacy is enhanced, and the likelihood of errors is reduced, resulting in smoother interactions.

  • Canned responses.

Simpu's canned responses feature is designed to save time and streamline customer support. Within the team inbox, this smart feature automatically suggests responses to support agents based on pre-saved canned responses.

Canned response templates
Canned responses
  • Internal notes.

Simpu users enjoy the benefit of writing private notes or comments on incoming messages, allowing teams to keep track of previous conversations. This feature ensures that support agents have access to the same information, enabling consistent and coherent responses to customer inquiries.

  • Collision detection.

A valuable aspect of shared inbox tools is collision detection, which prevents duplicate replies to customers. By avoiding redundancy, customers receive consistent messages, and team members can focus their efforts on providing quality customer service, streamlining response times.

  • Analytics.

Shared inbox tools offer analytics and reporting features that provide insights into team performance, and response times metrics. These insights can help teams identify areas for improvement, optimize their workflows, and enhance overall productivity.

Customer service software tools maintain a record of all conversations and customer interactions, making it easy to access past messages and review previous communication. Our users make use of data analytics to improve customer experience in an efficient way.

Customer service analytics
CSAT Reviewier

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2. Chatbot.

Simpu's chatbot feature revolutionizes customer support by providing online businesses with intelligent bots that deliver exceptional service. These chatbots are designed to handle common queries, instantly respond to your website visitors, and seamlessly guide them through various processes.

One of the key advantages of Simpu's live chat software - it helps small businesses streamline their customer support operations. By automating responses to frequently asked questions, these bots significantly reduce wait times, ensuring that customers receive timely assistance.

Moreover, chatbots offer round-the-clock availability, enabling businesses to provide support to customers at any time, day or night. This 24/7 accessibility ensures that customers chat directly with you when they reach out for help.

Customizability is another compelling feature of Simpu's chatbots. Businesses can personalize the behavior, design, and conversational flow of the chatbots to align with their specific requirements.

This level of customization allows companies to create a chatbot that reflects their brand voice and provides a tailored experience to their customers. With Simpu's chatbots, online businesses can live chat with customers and deliver messaging and ensure that each interaction maintains a high standard of professionalism and accuracy.

Simpu chatbot

3. Customer data.

Simpu offers robust features for managing and utilizing customer data effectively. With Smart lists, businesses can easily segment customers into various categories, enabling personalized experiences for each group.

Simpu integrates seamlessly with popular apps like Hubspot, WooCommerce, Shopify, and Magento, allowing you to consolidate all your data in one centralized location. Simpu ensures that you have a comprehensive view of your customers, enabling you to provide tailored and personalized campaigns.

Bringing in data from your unique apps is effortless with Simpu. The platform allows you to effortlessly import customer information from different sources, including CSV, Excel, and Google Sheets. By easily uploading data, you can ensure that your various customer profiles and information is up-to-date and readily accessible within Simpu.

Moreover, Simpu offers the flexibility to choose existing templates and customize them to suit your specific needs. This empowers businesses to create campaigns and communications that align with their branding and messaging, enhancing brand consistency.

Target audience segementation

4. SMS marketing.

Simpu's SMS marketing feature empowers businesses to send personalized messages to their customers, creating a tailored and engaging experience.

Businesses can easily monitor key metrics, identify areas for improvement, and optimize their strategies to maximize return on investment. Additionally, tracking campaign expenses allows for better budget management and cost control.

The ability to track the success of SMS campaigns over specific time periods enables businesses to evaluate the effectiveness of their marketing efforts and make data-driven decisions. With Simpu, businesses can select the specific columns they want to view in the report, allowing for a customized data experience tailored to their specific needs.

Businesses can also easily choose the right time to send promotional messages, such as new offerings, sales, and discounts, ensuring they reach their customers at optimal times for maximum impact. Automated SMS messages can be triggered when customers take specific actions, such as signing up or making a purchase, providing personalized and timely communication.

Simpu's SMS marketing also offers the ability to create unique tracking links. These links enable businesses to monitor the success of their SMS campaigns and gain deep insights into customer behavior.

Simpu SMS campaign preview
SMS marketing

5. Email marketing.

Simpu's email marketing platform allows businesses to send personalized marketing emails to their customers. With a focus on personalization, Simpu empowers businesses to send more relevant emails by setting up triggers that automatically send emails when customers take specific actions.

This email marketing automation capability not only helps drive more leads but also enables businesses to nurture customer relationships through targeted and timely communications.

A key advantage of Simpu's email marketing feature is the ability to measure campaign success through detailed metrics and analytics. By tracking metrics like open rate and click rate, businesses gain valuable insights into the performance of their email campaigns.

Additionally, tracking link clicks within email campaigns allow businesses to gauge which content resonates the most with their audience, providing valuable insights for future content creation.

This data enables them to refine their strategies and optimize future email marketing efforts, ensuring continuous improvement.

Simpu email marketing sample
Email marketing

6. CSAT reviews.

Simplify your feedback process with Simpu and gain valuable insights into your customer interactions. With Simpu, you can enable customers to rate their experience immediately after a conversation with a support agent is closed. This streamlined feedback process allows you to gather the feedback you need in a more efficient way and also removes the stress of creating an additional form.

By collecting CSAT (Customer Satisfaction) ratings, you can build a comprehensive understanding of your customers' satisfaction levels. These ratings serve as a tangible representation of your customer service quality, showcasing your commitment to meeting customer needs and building trust with new customers.

Simpu team inbox analytics provides a holistic view of customer feedback. You can easily access and analyze CSAT ratings alongside your support agent's performance metrics, enabling you to identify trends, strengths, and areas for improvement. This valuable information helps you gain deeper insights into why customers gave certain ratings and empowers you to enhance the overall customer experience.

Benefits of using Simpu.

  • Streamlined customer communication:

Simpu simplifies customer communication by consolidating conversations from various channels into a shared inbox. This centralized approach saves time and ensures prompt responses to customer inquiries, improving overall efficiency.

  • Automation and efficiency:

With Simpu's automation features, businesses can automate repetitive tasks using chatbots, and triggers. This automation reduces manual effort, increases efficiency, and enables faster resolution of customer queries.

  • Personalized customer engagement:

Simpu empowers businesses to personalize customer engagement through personalized email campaigns and tailored chatbot interactions. By delivering targeted and relevant messages, businesses can enhance customer satisfaction, foster stronger relationships, and drive customer loyalty.

  • Comprehensive analytics:

Simpu provides detailed metrics and analytics, enabling businesses to track performance, measure customer satisfaction, and gain valuable insights. This data-driven approach helps businesses make informed decisions, optimize their customer support strategies, and identify areas for improvement.

  • Flexibility and integration:

Simpu integrates seamlessly with various communication channels, including popular platforms like WhatsApp, Instagram, Live Chat, Gmail, and Outlook. Furthermore, Simpu integrates with other tools and systems such as HubSpot, Magento, Zoom, Shopify, and more, allowing businesses to streamline their workflows and enhance productivity.

  • Cost-effective solution:

Simpu offers affordable pricing plans that cater to businesses of all sizes. With its clear pricing structure and feature-rich plans, Simpu ensures businesses receive excellent value for their investment without compromising on functionality or breaking their budget.

View our pricing here.

What you’ll see in Simpu soon.

We’re all about being dynamic, agile, and delivering updates quickly. Here are some exciting features you can look forward to in the near future :)

  • Zapier integration.
  • Shifts.
  • Chatbot AI.
  • Slack integration.
  • Contact exports.

In conclusion, you should have a solid knowledge of what the best intercom alternative is and how Simpu is making it way easier for you to pick the perfect platform for your business.

You can stay up-to-date by checking out Simpu's regular product updates - where we highlight our progress and advancements.

If you have any questions about Simpu or need help just pick a slot here.

Adebukola Ajayi
Content Marketing Manager, Simpu
I am a writer who loves to watch modern family and friends during my free time.

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