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
Pricing options
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
Media
Intercom Reviews
Intercom Reviews
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.
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.
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!
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.
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Not Much Competition
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.
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.
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
Intercom a safe option
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)
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!
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.
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.
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)
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Intercom Pricing
Intercom Pricing
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
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Intercom Features
Intercom Features
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Categories
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
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
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.