Intercom

4.5 (1,056)
Write a Review!
Intercom is bringing AI-first Customer Service to the world

About Intercom

Intercom is bringing AI-first Customer Service to the world before anyone else, dramatically improving experiences for customers, support agents, and managers. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Intercom is also the most innovative and fastest improving product on the market.


Key benefits of Intercom

For customers:

  • Deliver the best customer experience by instantly resolving 50% of support volume, in any language, any time and any channel.
  • Use actionable insights that report on Fin’s performance and help you optimize your support content by identifying gaps.
  • Deliver support content to your customers wherever they are with an on-brand and integrated help center that customers can access through any channel.

    For agents:

  • Dramatically increase your team productivity. Fin AI Agent can resolve over 50% of your customer questions instantly and accurately while Fin AI Copilot increases agent efficiency by 31%, so your team can focus on deeper relationships with customers.
  • Collaborate efficiently with teammates in real time, with co-presence indicators, notes, and @mentions in our shared inbox.
  • Resolve complex issues more efficiently with tickets designed to streamline collaboration between teams and keep customer conversations going. No switching tools, no lost context, no missed updates.

    For managers:

  • Increase your CSAT. Intercom customers have an average CSAT of 92%
  • Monitor, analyze and optimize your support operation with instant AI insights (coming soon), real-time performance data, customizable reports and actionable CSAT and customer feedback.
  • Automate repetitive tasks for customers and agents with our no-code visual builder—including triggers, conditions, rules, and Fin AI Agent.

  • Images

    Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
    Intercom Software - AI Copilot - A personal AI assistant for every support agent.
    Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
    Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
    Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.
    Intercom Software - Workflows - Build powerful automations with our no code visual builder.
    View 10 more
    Intercom video
    Intercom video
    Intercom video
    Intercom video
    Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
    Intercom Software - AI Copilot - A personal AI assistant for every support agent.
    Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
    Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
    Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.
    Intercom Software - Workflows - Build powerful automations with our no code visual builder.

    Not sure about Intercom? Compare with a popular alternative

    Intercom

    4.5 (1,056)
    VS.
    Highly reviewed

    Starting Price

    US$39.00
    month
    US$55.00
    month

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    171
    99

    Integrations

    41
    13

    Ease of Use

    4.4 (1,056)
    4.2 (3,407)

    Value for Money

    4.0 (1,056)
    4.3 (3,407)

    Customer Service

    4.3 (1,056)
    4.3 (3,407)
    Green rating bars show the winning product based on the average rating and number of reviews.

    Alternatives

    JIRA Service Management

    4.5
    #1 Alternative to Intercom
    Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution built on the popular...

    Confluence

    4.5
    #2 Alternative to Intercom
    Confluence is a shared workspace to create and manage all your work. From product roadmaps to creative briefs, help...

    Airship

    3.8
    #3 Alternative to Intercom
    Airship is a customer engagement platform designed to help businesses in retail, finance, sports, and other industries...

    Gist

    4.7
    #4 Alternative to Intercom
    Gist is a customer communication platform that effortlessly combines the power of AI with a personal touch. With most...

    Reviews

    Overall rating

    4.5 /5
    (1,056)
    Value for Money
    4.0/5
    Features
    4.4/5
    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.

    Showing 5 reviews of 1,056
    Brandon
    Brandon
    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 Suite

    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: Computer Software
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Engagement with Customers is Great!

    Reviewed on 2021/02/25

    It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...

    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 Suite

    Reasons 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)

    Susanna
    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)

    jason
    Overall rating
    • Industry: Internet
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    intercom end-users review

    Reviewed on 2024/04/01

    Pros

    rich-featured product, and ai facilities, do its job

    Cons

    only thing I would like to add is the mobile version doesn't have the same feature as the web version

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • 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 6.0 /10

    More than a messaging platform

    Reviewed on 2021/02/13

    We are using Intercom as our main costumer messaging platform in all our ends, from emails to...

    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 Suite

    Reasons for Choosing Intercom

    Our team needed a more robust messaging platform.

    Switched From

    HelpCrunch

    Reasons 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)

    Showing 5 reviews of 1,056 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    Intercom offers the following pricing plans:

    • Starting from: US$39.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Intercom has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    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, Traditional Chinese, Turkish

    Intercom supports the following devices:

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

    Intercom integrates with the following applications:

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

    Intercom offers the following support options:

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

    Related categories

    See all software categories found for Intercom.