Intercom

The #1-rated Business Messenger for customer relationships.

4,5 /5 (725 reviews) Write a Review!

Intercom Overview

What is 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.

Intercom Overview

Pricing

Starting from
US$38,00/month

Pricing options

Free Trial
Subscription
Value for money

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 Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 17 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish

Media

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

Intercom Reviews

Intercom Reviews

Overall rating
4,5
/
5
Excellent
479

Very good
176

Average
47

Poor
9

Terrible
14

Value for Money
4
Features
4,3
Ease of Use
4,4
Customer Support
4,4
90% recommended this app
Liam M.

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.


Jennie Z.

A Great Lead Capture

Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.


Angy D.

Intercom a safe option

My overall experience with Intercom was very good


Tasha D.

Awful product with terrible support

Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!


Beat R.

Advertising for Intercom in every E-Mail

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.


Liam M.
Industry: Computer Software
Company size: 11-50 Employees

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

Jennie Z.
Industry: Internet
Company size: 2-10 Employees

A Great Lead Capture

Used Daily for 6-12 months
Reviewed on 2019/10/15
Review Source: Capterra

Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pros

-Capturing emails and names
-Integrating to Hubspot and other software for easy lead closure
-Creating chat flows allows us to communicate to customers faster and saves us time

Cons

-Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Angy D.
Industry: Financial Services
Company size: 51-200 Employees

Intercom a safe option

Used Daily for 1+ year
Reviewed on 2020/09/30
Review Source: Capterra

My overall experience with Intercom was very good

Pros

The product is easy to use, the live chat idea is still one of the best customer support options.

Cons

What I like the least is that it does not have so many options to integrate other work tools to Intercom, for example creating a report in Jira, from the user chat

Response from Intercom

Thanks for leaving us this review Angy! I'm so happy to hear that your experience with Intercom has been good and that we're helping you support your customers so well.

Thanks also for your feedback regarding our integrations - I know the team is having a discussion about this right now so I'll make sure to get this over to them.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Tasha D.
Industry: Hospital & Health Care
Company size: 51-200 Employees

Awful product with terrible support

Used Daily for 1+ year
Reviewed on 2019/10/25
Review Source: Capterra

Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

Pros

Admin interface is visually appealing. Widget is not.

Cons

Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Beat R.
Industry: Internet
Company size: 2-10 Employees

Advertising for Intercom in every E-Mail

Used Daily for 6-12 months
Reviewed on 2020/07/17
Review Source: Capterra

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)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

User recommendation
8,5/10
Based on 725 user ratings
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Intercom Pricing

Intercom Pricing

Starting from
US$38,00/month
Free Trial
Subscription
Value for money

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 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

Value for Money
4/5
Based on 725 user ratings
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Intercom Features

Intercom Features

API
Activity Dashboard
Automatic Notifications
Campaign Analysis
Campaign Management
Campaign Segmentation
Content Management
Customizable Branding
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Marketing Management
Engagement Analytics
Monitoring
Multi-Channel Marketing
Real Time Analytics
Reporting & Statistics
Social Media Integration
Social Network Marketing
Third Party Integration
Features
4,3/5
Based on 725 user ratings
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Categories

Additional information for Intercom

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

  • 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.

  • Intercom FAQs

    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. What type of pricing plans does Intercom offer?

    Intercom has the following pricing plans:

    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, 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