About Intercom

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without the need for human support, freeing up the team to work on higher value customer conversations.


Key benefits of Intercom

  • Increase operational efficiency:
    Use AI, Bots and Rules to reduce support costs by freeing up your team from repetitive questions and tasks.

  • Maximise productivity and keep service teams happy:
    Service teams only work on high value questions, in a fast, easy-to-use, AI powered, collaborative Inbox.

  • Solve known customer issues by helping them before they get in touch:
    Send proactive messages to get ahead of known issues and reduce inbound support volume.

  • Increase customer engagement by providing direction:
    Show customers what to do next, don’t wait for them to contact you and ask.

  • Increase customer satisfaction by delivering conversational support:
    Answer questions immediately in the channel they arise, or the channel that customers prefer.

  • Deliver excellent, cohesive, customer service:
    Get everything you need working seamlessly together in one easy-to-use platform.

  • Images

    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles
    View 8 more
    Intercom video
    Intercom video
    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles

    Not sure about Intercom? Compare with a popular alternative

    Intercom

    4,5 (1 042)
    VS.
    Highly reviewed

    Starting Price

    US$39,00
    month
    US$55,00
    month

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    173
    99

    Integrations

    41
    13

    Ease of Use

    4,4 (1 042)
    4,2 (3 329)

    Value for Money

    4,0 (1 042)
    4,3 (3 329)

    Customer Service

    4,3 (1 042)
    4,3 (3 329)
    Green rating bars show the winning product based on the average rating and number of reviews.

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    Reviews

    Overall rating

    4,5 /5
    (1 042)
    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 1 042
    Nathaniel
    Nathaniel
    Overall rating
    • Industry: Computer Software
    • 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 10.0 /10

    The really bridge the gap between customers and our service

    Reviewed on 2019/08/06

    Their customer success team is great, even on the days when I'm not the most gracious customer. I...

    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.

    Verified Reviewer
    Overall rating
    • Industry: Wireless
    • 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

    My favourite support tool

    Reviewed on 2021/03/15

    Only good experience overall
    Great support team
    Price could be better

    Only good experience overall
    Great support team
    Price could be better

    Pros

    Easiest support tool to have.
    Makes your team very accessible, also makes the support process simple for the end users
    Good integrations and useful statistics provided

    Cons

    Pricing - it is not very cheap. Pricing also often changes
    Help center tool - it could really use some help and updates
    Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

    Response from Intercom

    Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.

    I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    De
    Overall rating
    • Industry: Financial Services
    • Company size: 2–10 Employees
    • Used for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 1.0 /10

    NOT $39 starting price anymore. $59 a month for basic chat function

    Reviewed on 2021/05/26

    My overall experience with Intercom has been poor. we've been using them at the basic level for...

    My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.

    I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.

    If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.

    So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

    Pros

    It's "popular" and works well if your company is enterprise sized.

    Cons

    If you're a start up or a smaller business don't expect to get support.

    It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.

    Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

    Response from Intercom

    Hi De,

    Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.

    When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

    Igor
    Overall rating
    • Industry: Internet
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Decent software for Customer engagment

    Reviewed on 2023/12/09

    Pros

    The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs.

    Cons

    Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating.

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • 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 8.0 /10

    Amazing customer support

    Reviewed on 2021/01/19

    Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

    Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

    Pros

    The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

    Cons

    It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

    Alternatives Considered

    Brevo and SendGrid

    Reasons for Choosing Intercom

    Sendgrid actually lost all of our contacts and have terrible support

    Switched From

    SendGrid

    Response from Intercom

    Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid.

    I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us.

    Kate (Intercom)

    Showing 5 reviews of 1 042 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

    AI customer service features included in every plan – start your free trial today. Intercom integrates Help desk, AI Chat bot, and Proactive support to help you stay on top of your support volume and provide exceptional service. Sign up for a free trial today - no credit card required.

    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.