About Intercom

Intercom is a sales, marketing and support solution platform that acquires, engages and supports customers through its bot-based algorithm, targeted emails, push and in-app messages, and an integrated help desk. It caters to sales teams across all industries by helping them automatically send targeted messages on a 24/7 basis, as well as chatting with leads to eventually convert them into customers. Intercom auto-assigns leads through round-robin or in a direct manner depending upon the location and owner of the account. The browsing behavior, Clearbit data and referral URLs are continuously tracked by the app. The software also helps in organizing multi-channel conversations. Intercom offers a plethora of other features that include group conversations, customer context keeping, call-out collaborations, chat volume management, scheduling, CRM integration, routing and qualification. The platform also works as a mobile app, allowing users to respond to leads on-the-go through their iOS or Android compatible devices.
Intercom Software - Intercom collaboration screenshot
Intercom Software - Intercom convert leads screenshot
Intercom Software - Intercom improve team performance screenshot
Intercom Software - Intercom lead stats screenshot
Intercom Software - Intercom measure engagements screenshot
Intercom Software - Intercom video insertion screenshot
Intercom Software - Intercom collaboration screenshot - thumbnail
Intercom Software - Intercom convert leads screenshot - thumbnail
Intercom Software - Intercom improve team performance screenshot - thumbnail
Intercom Software - Intercom lead stats screenshot - thumbnail
Intercom Software - Intercom measure engagements screenshot - thumbnail
Intercom Software - Intercom video insertion screenshot - thumbnail

Intercom pricing

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$38.00/month.

Starting Price:
US$38.00/month
Pricing Details:
Intercom Essential: from $38/month Intercom Pro: from $75/month Intercom Premium: Custom pricing Recommended add-ons: - Custom Bots from $99/mo - Answer Bot from $99/mo - Product Tours from $119/mo - Help Center Articles from $49/mo
Free Version:
No
Free trial:
Yes

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Intercom Reviews

Feature rating

Value for Money
4
Functionality
4.5
Ease of Use
4.5
Customer Support
4.5
5 reviews of 792 View all reviews
Liam M.
  • 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

Zendesk, Olark and Confluence

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.
Brandon G.
  • Industry: Internet
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 30/03/2021

Intercom is a powerful Customer Support Tool

Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

Pros

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Cons

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Alternatives Considered

Zendesk

Reasons for Switching to Intercom

Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.

Response from Intercom

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool.

Thanks again,
Kate (Intercom - Customer Engagement)

Replied 16/04/2021
Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 25/12/2021

Great tool for our support teams

Pros

Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.

Cons

Nothing specific, we are happy with the service.

Susanna N.
  • Industry: Hospital & Health Care
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
2
Ease of Use
3
Customer Support
1

1
Reviewed on 02/12/2020

Unreponsive and caused a severe service disruption

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Pros

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Cons

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Response from Intercom

Hi Susanna,

I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

Thanks again for this post,
Kate (Intercom - Customer Engagement)

Replied 16/12/2020
Stephane L.
  • Industry: Information Technology & Services
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 12/01/2022

A lot of features but overpriced for startups

Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.

Pros

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Cons

Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.

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