Intercom

Intercom

Customer messaging platform for sales, marketing and support

4.6/5 (614 reviews)

Intercom Overview

Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Our products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.

This contrasts with the old way where a business uses a tangle of point solutions, like marketing automation or helpdesk products, with every team operating in a silo. This makes it hard for teams to work together and be on the same page, resulting in a disjointed and very impersonal experience for the customer.

Intercom has 17,000 paying customers all over the globe, ranging from startups like General Assembly, ZenPayroll and Invision, to public companies like Ancestry.com, New Relic and Shopify.

Pricing

Starting from
US$49,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Canada, Europe, United Kingdom, United States

Supported Languages

English

Intercom Reviews

Overall rating
4.6/5
92% positive reviews
415
Excellent
149
Very good
35
Average
5
Poor
10
Terrible
Nathaniel P.

The really bridge the gap between customers and our service

Used Daily for 2+ years
Reviewed on 2019/08/06
Review Source: Capterra

Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

Pros

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.

Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.

Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

Cons

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).

It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Liam M.

Not Much Competition

Used Weekly for 6-12 months
Reviewed on 2019/08/01
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Lots of Features but Frustrating When Messages Get Lost

Used Daily for 1+ year
Reviewed on 2019/01/26
Review Source: Capterra

Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.

We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.

You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Pros

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Cons

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Kyle T.

Adds Much More Value Than You Realise

Used Weekly for 2+ years
Reviewed on 2019/08/29
Review Source: Capterra

While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Pros

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Cons

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Verified Reviewer

Small SAS Use

Used Daily for 1+ year
Reviewed on 2018/11/26
Review Source: Capterra

Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.

We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.

I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Pros

Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Cons

Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10

Intercom Pricing

Starting from
US$49,00/month
Pricing options
Free Trial
Free
Subscription
Value for money

Intercom Respond: from $53/month

Intercom Engage: from $53/month

Intercom Educate: from $49/month

Intercom Live Chat for Sales: from $66/month* or $106/month

Intercom Customer Engagement: from $53/month

Intercom Customer Support: from $102/month

A bundle of Respond, Engage & Educate is available from $99/month*

*new customers only

Intercom Features

  • A/B Testing
  • API
  • Email Marketing
  • Engagement Analytics
  • Social Media Integration
  • Third Party Integration

  • Activity Dashboard
  • Automatic Notifications
  • Campaign Analysis
  • Campaign Management
  • Content Management
  • Customizable Branding
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop Interface
  • Monitoring
  • Multi-Channel Marketing
  • Real Time Analytics
  • Real Time Data
  • Reporting & Statistics

Additional information for Intercom

Key features of Intercom

  • 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

Benefits

  • See who your customers are and what they do in your web and mobile apps, in real-time.

  • Chat to visitors on your website in order to engage and convert them into customers.

  • Onboard and retain customers with targeted email and in-app messages triggered by time or behavior.

  • Get quality product feedback from the right customers at the right time, in-app or by email.

  • Support customers inside your web and mobile apps, and by email.

  • 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$49,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    Intercom Respond: from $53/month

    Intercom Engage: from $53/month

    Intercom Educate: from $49/month

    Intercom Live Chat for Sales: from $66/month* or $106/month

    Intercom Customer Engagement: from $53/month

    Intercom Customer Support: from $102/month

    A bundle of Respond, Engage & Educate is available from $99/month*

    *new customers only

    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:

    Mid Size Business, Small Business

    Q. What languages does Intercom support?

    Intercom supports the following languages:

    English

    Q. What type of pricing plans does Intercom offer?

    Intercom has the following pricing plans:

    Free, Subscription

    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, Driftrock, 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, Phone Support