About Intercom
Intercom is a Conversational Relationship Platform (CRP).
With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.
The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.
Pricing starting from:
US$38,00/month
- Free Trial
- Subscription
Key benefits of Intercom
Devices
Business size
Markets
Supported Languages
Pricing starting from:
US$38,00/month
- Free Trial
- Subscription
Images
Features
Total features of Intercom: 32
- @mentions
- A/B Testing
- API
- Activity Tracking
- CRM Integration
- Chat
- Collaboration Tools
- Contact Database
- Conversion Rate Optimization
- Customer Segmentation
- Email Marketing Management
- Employee Profile
- Engagement Analytics
- Help Desk Integration
- Help Desk Management
- Inbox Management
- Instant Messaging
- Knowledge Base Management
- Lead Capture
- Lead Nurturing
- Multi-Channel Communication
- Performance Reports
- Permission Management
- Personalized Profiles
- Real Time Notifications
- Role-Based Permissions
- Social Media Integration
- Tagging
- Third Party Integration
- Visitor Management
- Website Integration
- eCommerce Integration
Alternatives
Mailchimp
ActiveCampaign
Marketo Engage
iContact
Reviews
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- Industry: Computer Software
- Company size: 11-50 Employees
- Used Weekly for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Not Much Competition
Reviewed on 2019/08/01
Everything has been fantastic from the Customer Success-led implementation process to it being...
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.
- Industry: Internet
- Company size: 2-10 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 2.0 /10
Advertising for Intercom in every E-Mail
Reviewed on 2020/07/17
We have been using the solution productively for some time now, then discontinued it for cost...
We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test.
In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.
Pros
+ Beautiful design, with many useful details.
+ Good iOS and Android app with slightly limited operation.
+ An easy to understand messenger for the customer.
+ Customisable messenger with colours, text and details.
Cons
- High price and only monthly plans.
- Platform only in English.
- Minimal help center, but large but confusing Academy pages.
- Tedious setup help, although the setup itself is not complex.
- Support replies take up to two days, in English only.
Response from Intercom
Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback.
Kate (Intercom - Customer Engagement)
- Industry: Internet
- Company size: 11-50 Employees
- Used Weekly for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Amazing customer support
Reviewed on 2021/01/19
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price
Pros
The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.
Cons
It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.
- Industry: Hospital & Health Care
- Company size: 11-50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Unreponsive and caused a severe service disruption
Reviewed on 2020/12/02
When COVID hit, we were evaluating our software solutions and inquired about switching from an...
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 September 20. 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)
- Industry: Internet
- Company size: 2-10 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Supercharge Your Customer Interactions
Reviewed on 2020/10/06
I am able to deploy a simple interface that helps customers interact with our team while they use...
I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.
I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.
Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.
All together, Intercom is one of the best decisions we've made as a startup so far!
Pros
I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.
I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.
Cons
To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.
Response from Intercom
Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!
You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.
Thanks again,
Kate (Intercom - Customer Engagement)
Intercom FAQs
Below are some frequently asked questions for Intercom.Q. What type of pricing plans does Intercom offer?
Intercom offers the following pricing plans:
- Starting from: US$38,00/month
- Pricing model: Subscription
- Free Trial: Available
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
Q. What are the main features of Intercom?
Intercom offers the following features:
- A/B testing
- Audience segmentation
- Behavior triggered messages
- Collaborative team inbox
- Conversation search
- Customer user profiles
- Email campaign creation
- In-app message/ email composer
- Inbound email address
- Intercom app for iOS
- Issue resolution
- Key message grouping
- Live user data
- Message scheduling
- Message tagging
- Personalized reply templates
- Real-time performance monitoring
- Real-time updates
- Rich message composer
- Team assigning
- Team inbox
- User event tracking
Q. Who are the typical users of Intercom?
Intercom has the following typical customers:
Small Business, Large Enterprises, Mid Size Business
Q. What languages does Intercom support?
Intercom supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish
Q. Does Intercom support mobile devices?
Intercom supports the following devices:
Android, iPhone, iPad
Q. What other apps does Intercom integrate with?
Intercom integrates with the following applications:
Bitium, Campaign Monitor, ChurnSpotter, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk
Q. What level of support does Intercom offer?
Intercom offers the following support options:
FAQs, Forum, Knowledge Base, Online Support, Video Tutorials
Related categories
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