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About Intercom
Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.
Intercom pricing
Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$39.00/month.
Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes
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Intercom Reviews
Feature rating
5 reviews of 1,066
View all reviews
Emma
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
-
Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 16/08/2023
An innovative and beneficial resource for businesses.
Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.
Pros
An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.
Cons
I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.
Verified Reviewer
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4
5
Reviewed on 25/02/2021
Engagement with Customers is Great!
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
Pros
I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
Cons
There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Alternatives Considered
Zendesk SuiteReasons for Switching to Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.Response from Intercom
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)
Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.
Thanks again,
Kate (Intercom - Customer Engagement)
Replied 04/03/2021
De
- Industry: Financial Services
- Company size: 2–10 Employees
- Used for 2+ years
-
Review Source
Value for Money
1
Features
4
Ease of Use
3
Customer Support
1
3
Reviewed on 26/05/2021
NOT $39 starting price anymore. $59 a month for basic chat function
My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.
I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.
If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.
So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.
Pros
It's "popular" and works well if your company is enterprise sized.
Cons
If you're a start up or a smaller business don't expect to get support.
It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.
Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.
Response from Intercom
Hi De,
Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.
When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.
Replied 16/06/2021
Lucien
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 16/05/2024
Intercom is the leading support tool for innovative fast growing businesses
Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.
Pros
Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business
Cons
The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.
Response from Intercom
Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!
Replied 17/05/2024
Verified Reviewer
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 13/02/2021
More than a messaging platform
We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.
Pros
In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.
Cons
The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.
Alternatives Considered
Zendesk SuiteReasons for Choosing Intercom
Our team needed a more robust messaging platform.Switched From
HelpCrunchReasons for Switching to Intercom
While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.Response from Intercom
Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams.
Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team.
Thanks again,
Kate (Intercom - Customer Engagement)
Replied 17/02/2021
