Intercom

The #1-rated Business Messenger for customer relationships.

About Intercom

Intercom is a <b>Conversational Relationship Platform (CRP)</b>.

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 Version
  • Free Trial
  • Subscription

Top 5 alternatives to Intercom

Key benefits of Intercom

  • With automated answers and interactive apps, Intercom’s Business Messenger enables more than just chat, so you and your customers can get things done efficiently.

  • Build segments and trigger-based auto messages, allowing you to increase engagement by 2X and new feature adoption by serving the right messages at the right time.

  • Cut first response times to support questions in half with an end-to-end support solution, and deliver great, real-time customer experiences with live chat.

  • Connect to your existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces. Intercom fits neatly into what’s already working for you and your team.

  • With Intercom, you’ll be supported by a dedicated team of sales and support specialists, providing best practices, industry insights, and help scaling your team with Intercom.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, Germany, United Kingdom, United States

    Supported Languages

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish, zh-hant

    Pricing starting from:

    US$38,00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Intercom

    Images

    Intercom Software - Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
    Intercom Software - Segment customers in order to target the right groups of people with the right messaging, at the right time
    Intercom Software - A/B test messages to continually improve performance
    Intercom Software - Announce new features and products with targeted emails to users
    Intercom Software - View team performance and plan ahead with Intercom reports
    Intercom Software - Modern Messenger
    Intercom Software - Send auto-messages to website visitors
    Intercom Software - Save commonly used replies
    Intercom Software - Suggested Articles
    Intercom Software - Smarter Knowledge Base
    Intercom Software - Smart campaigns for marketing automation
    View 12 more
    Intercom video Intercom Software - Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Intercom Software - Segment customers in order to target the right groups of people with the right messaging, at the right time Intercom Software - A/B test messages to continually improve performance Intercom Software - Announce new features and products with targeted emails to users Intercom Software - View team performance and plan ahead with Intercom reports Intercom Software - Modern Messenger Intercom Software - Send auto-messages to website visitors Intercom Software - Save commonly used replies Intercom Software - Suggested Articles Intercom Software - Smarter Knowledge Base Intercom Software - Smart campaigns for marketing automation

    Features

    Total features of Intercom: 79

    • @mentions
    • AB Testing
    • API
    • Access Controls/Permissions
    • Activity Tracking
    • Alerts / Escalation
    • Analytics/ROI Tracking
    • Appointment Management
    • Auto-Responders
    • CAN SPAM Compliance
    • CRM
    • Campaign Management
    • Canned Responses
    • Chat/Messaging
    • Collaboration Tools
    • Contact Database
    • Contact Management
    • Conversion Rate Optimization
    • Customer Database
    • Customer Segmentation
    • Customer Service Analytics
    • Customer Surveys
    • Customizable Branding
    • Customizable CTAs
    • Customizable Fields
    • Data Import/Export
    • Drip Campaigns
    • Dynamic Content
    • Email Campaign Management
    • Email Management
    • Email Marketing
    • Engagement Tracking
    • Event Triggered Actions
    • File Sharing
    • Geotargeting
    • Help Desk Management
    • Inbox Management
    • Interaction Tracking
    • Knowledge Base Management
    • Lead Capture
    • Lead Database Integration
    • Lead Nurturing
    • Lead Qualification
    • Lead Segmentation
    • Lead Verification/Validation
    • List Management
    • Live Chat
    • Marketing Automation
    • Mobile Access
    • Mobile Optimized Emails
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Performance Metrics
    • Proactive Chat
    • Prospecting Tools
    • Queue Management
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Reporting/Analytics
    • Role-Based Permissions
    • Screen Sharing
    • Search/Filter
    • Segmentation
    • Self Service Portal
    • Social Media Integration
    • Spam Blocker
    • Subscriber Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Template Management
    • Third Party Integrations
    • Transcripts/Chat History
    • Transfers/Routing
    • Virtual Assistant
    • WYSIWYG Editor
    • Website Integration
    • Website Visitor Tracking
    • Workflow Management

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    Reviews

    Overall rating

    4,5 /5
    (792)
    Value for Money
    4,0/5
    Features
    4,3/5
    Ease of Use
    4,4/5
    Customer Support
    4,3/5

    Already have Intercom?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 792
    Liam M.
    Overall rating
    • 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.

    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.
    Overall rating
    • Industry: Internet
    • 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 8.0 /10

    Intercom is a powerful Customer Support Tool

    Reviewed on 2021/03/30

    Overall I would recommend intercom for clients looking for automation chat bots and customer...

    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)

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Great tool for our support teams

    Reviewed on 2021/12/25

    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.
    Overall rating
    • 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 [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)

    Stephane L.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 3.0 /10

    A lot of features but overpriced for startups

    Reviewed on 2022/01/12

    Intercom solutions solve real problems however if you are a startup I don't recommend using it...

    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.

    Showing 5 reviews of 792 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    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

    Intercom has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    Intercom supports the following languages:

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish, zh-hant

    Intercom supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Intercom integrates with the following applications:

    Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook for Business, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk

    Intercom offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Chat

    Related categories

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