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Compare KANA Enterprise, SnapEngage, Intercom, and Freshdesk

Pricing

 
Essentials
From $16
per user / per month
Engage
$53
starting from
Sprout
Free
for UNLIMITED agents
 
Professional
From $26
per user / per month
Respond
$53
starting from
Blossom
$19
/ agent / month billed annually
 
Enterprise
From $40
per user / per month
Educate
$49
monthly flat rate
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
Free Trial
KANA Enterprise
Free Trial Unavailable
SnapEngage
Essentials
From $16per user / per month
Professional
From $26per user / per month
Enterprise
From $40per user / per month
Free Trial
Intercom
Engage
$53starting from
Respond
$53starting from
Educate
$49monthly flat rate
Free Trial
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.0
8.6
8.6
8.5
Ease of Use
Ease of Use
8.3
9.2
8.7
8.8
Ease of Setup
Ease of Setup
6.4
8.8
8.3
8.6
Ease of Admin
Ease of Admin
6.7
8.8
8.7
8.7
Quality of Support
Quality of Support
7.5
9.1
8.5
8.9
Ease of Doing Business With
Ease of Doing Business With
6.7
9.4
8.8
8.9
Product Direction (% positive)
Product Direction (% positive)
6.8
8.4
8.5
8.6
Meets Requirements
KANA Enterprise
8.0
SnapEngage
8.6
Intercom
8.6
Freshdesk
8.5
Ease of Use
KANA Enterprise
8.3
SnapEngage
9.2
Intercom
8.7
Freshdesk
8.8
Ease of Setup
KANA Enterprise
6.4
SnapEngage
8.8
Intercom
8.3
Freshdesk
8.6
Ease of Admin
KANA Enterprise
6.7
SnapEngage
8.8
Intercom
8.7
Freshdesk
8.7
Quality of Support
KANA Enterprise
7.5
SnapEngage
9.1
Intercom
8.5
Freshdesk
8.9
Ease of Doing Business With
KANA Enterprise
6.7
SnapEngage
9.4
Intercom
8.8
Freshdesk
8.9
Product Direction (% positive)
KANA Enterprise
6.8
SnapEngage
8.4
Intercom
8.5
Freshdesk
8.6

Features

Communication
Pop-up Chat
KANA Enterprise
Not enough data available
SnapEngage
9.0
Intercom
9.2
Freshdesk
9.0
Notifications
KANA Enterprise
Not enough data available
SnapEngage
8.3
Intercom
8.8
Freshdesk
8.8
Targeted Emails
KANA Enterprise
Not enough data available
SnapEngage
7.6
Intercom
8.6
Freshdesk
9.0
In-App Messaging
KANA Enterprise
Not enough data available
SnapEngage
8.0
Intercom
9.0
Freshdesk
Not enough data available
Internal Use
Customization
KANA Enterprise
Not enough data available
SnapEngage
8.1
Intercom
7.8
Freshdesk
8.0
Conversation Archiving
KANA Enterprise
Not enough data available
SnapEngage
8.1
Intercom
8.6
Freshdesk
Not enough data available
Lead Development
KANA Enterprise
Not enough data available
SnapEngage
8.2
Intercom
8.0
Freshdesk
Not enough data available
Knowledge Base
KANA Enterprise
Not enough data available
SnapEngage
8.3
Intercom
8.1
Freshdesk
8.9
Team Inbox
KANA Enterprise
Not enough data available
SnapEngage
7.4
Intercom
8.6
Freshdesk
8.9
Customer Profiles
KANA Enterprise
Not enough data available
SnapEngage
7.6
Intercom
8.2
Freshdesk
8.6

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
42.2%
68.8%
52.7%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
48.4%
27.3%
36.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
9.4%
3.9%
10.9%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
SnapEngage
Small-Business
42.2%
Mid-Market
48.4%
Enterprise
9.4%
Intercom
Small-Business
68.8%
Mid-Market
27.3%
Enterprise
3.9%
Freshdesk
Small-Business
52.7%
Mid-Market
36.4%
Enterprise
10.9%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
14.3%
Computer Software
24.5%
Information Technology and Services
20.4%
 
Telecommunications
12.5%
Computer Software
14.3%
Internet
16.7%
Computer Software
13.9%
 
Retail
12.5%
Financial Services
5.2%
Information Technology and Services
15.0%
Internet
5.9%
 
Outsourcing/Offshoring
12.5%
Telecommunications
4.5%
Marketing and Advertising
6.9%
Education Management
3.7%
 
Insurance
12.5%
Insurance
4.5%
Education Management
2.0%
E-Learning
3.4%
 
Other
31.3%
Other
57.1%
Other
35.0%
Other
52.6%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
SnapEngage
Information Technology and Services
14.3%
Computer Software
14.3%
Financial Services
5.2%
Telecommunications
4.5%
Insurance
4.5%
Other
57.1%
Intercom
Computer Software
24.5%
Internet
16.7%
Information Technology and Services
15.0%
Marketing and Advertising
6.9%
Education Management
2.0%
Other
35.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

Eugenio S.
User in Information Technology and Services

I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

G2 User

Visually it's not the cleanest interface. Setting up the creative is more difficult.

G2 User

We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
G2 User in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

SnapEngage
Most Helpful Favorable Review
Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

Most Helpful Critical Review
G2 User

Visually it's not the cleanest interface. Setting up the creative is more difficult.

Intercom
Most Helpful Favorable Review
Eugenio S.
User in Information Technology and Services

I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more.

Most Helpful Critical Review
G2 User

We've found that problems in almost all areas of the product have repeatedly forced us to back off of our planned usage. Over and over, we've put together an implementation plan for one part of the product, began to roll it out and found that a series of...

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

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Videos

 No videos providedNo videos provided

Convert your hottest leads right from Slack, with Intercom's two-way integration. Learn more at intercom.com/integrations/slack

KANA Enterprise
No videos provided
SnapEngage
No videos provided
Intercom

Convert your hottest leads right from Slack, with Intercom's two-way integration. Learn more at intercom.com/integrations/slack

Freshdesk
Request More InformationRequest More InformationAsk SnapEngage a QuestionContact SnapEngageAsk Intercom a QuestionContact IntercomAsk Freshdesk a QuestionContact Freshdesk
 
KANA Enterprise
KANA Enterprise
SnapEngage
SnapEngage
Intercom
Intercom
Optimized for quick response
Freshdesk
Freshdesk