About Intercom

Intercom creates modern Customer Service software that redefines how businesses support their customers. Our platform connects businesses directly to their customers using powerful messaging and automation. We enable teams to scale support without investing more resources - leading to happier customers and more efficient support teams.
Intercom Software - The Intercom Messenger
Intercom Software - Support Bots
Intercom Software - Advanced Ticketing
Intercom Software - Shared Inbox
Intercom Software - In-product Engagement
Intercom video
Intercom Software - The Intercom Messenger - thumbnail
Intercom Software - Support Bots - thumbnail
Intercom Software - Advanced Ticketing - thumbnail
Intercom Software - Shared Inbox - thumbnail
Intercom Software - In-product Engagement - thumbnail

Intercom pricing

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$67.00/month.

Starting Price:
US$67.00/month
Free Version:
No
Free trial:
Yes

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Intercom Reviews

Feature rating

Value for Money
4.0
Functionality
4.4
Ease of Use
4.4
Customer Support
4.3
5 reviews of 904 View all reviews
Liam
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 01/08/2019

Not Much Competition

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pros

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Cons

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Alternatives Considered

Olark, Confluence and Zendesk Suite

Reasons for Choosing Intercom

Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.

Switched From

Confluence

Reasons for Switching to Intercom

The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.
Srikanth
  • Industry: Marketing & Advertising
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 01/12/2022

A complete Martech platform for a start-up

Pros

Intercom has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button.

Cons

Our client wanted to migrate intercom data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software.

Verified Reviewer
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Features
4
Ease of Use
3
Customer Support
1

1
Reviewed on 12/01/2023

It is not good at all

The overall experience with the software is neither good nor bad, it is simply an app that could be improved and has a lot of potential, but until this happens, the application will remain obsolete.

Pros

the only good feature we have found in the software in general is that it integrates multiple applications and allows you to answer messages from multiple platforms by integrating them into one.

Cons

The software remains down and it is very difficult to access the platforms, and although the network connection works, the platform does not work at one hundred percent, it is always presenting system failures.

Response from Intercom

Thank you so much for taking the time to leave us this review. Your feedback is certainly not the norm for us and so if you haven't already been in touch with our support team about this I would urge you to contact them.

On my end I will be sharing this review with the product team and if possible I'd appreciate if you could shared further details with me at the email provided.

Thanks you again for flagging this,
Kate (Intercom, Customer Advocacy)

Replied 27/01/2023
Natalia
  • Industry: Market Research
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 21/11/2022

Connects with users in a more direct way

Allows you to have faster and more direct contact with customers or with people who visit your sites, its interface is understandable, accessible and represents a technological innovation at the level of new technologies

Pros

It is a good alternative for communication through messaging, it is a tool that connects with clients from business websites or could even say personal and maintain more direct contacts, helping from completing sales to responding to requests or claims to clients with technological efficiency and innovative

Cons

It is a good tool that, if used correctly, can even deal with customer complaints or requests without major complexities. It is the type of tool that is very complete for medium and large organizations and brings great benefits.

Maude
  • Industry: Consumer Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 08/12/2022

Intercom

I very much like intercom for our business, it is overall quite effective.

Pros

I like the most the option to have a custom resolution bots, it allows us to provide information quickly and effectively to our customers even when our office is closed.

Cons

There is nothing I dislike about Intercom, however, the data analysis could be improved.

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