Intercom

Intercom

Customer messaging platform for sales, marketing and support

4.5/5 (554 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
4.5/5
92% positive reviews
371
Excellent
139
Very good
29
Average
5
Poor
10
Terrible

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

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
Alexis D.

Easy-to-use tool with great features to make supporting customers a breeze!

Used Daily for 1+ year
Reviewed on 2018/11/12
Review Source: Capterra

We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pros

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Scott B.

Intercom Is (mostly) Great!

Used Daily for 1+ year
Reviewed on 2019/04/25
Review Source: Capterra

We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.

Pros

Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!

Cons

The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing!

We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Thomas Y.

I'm so glad we switched to Intercom!

Used Daily for 2+ years
Reviewed on 2018/11/20
Review Source: Capterra

It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.
They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!

Pros

It's a tool that gives you what you need and it does it well.
They are ahead of the game in all ways.
It makes customer success seamless and proactive.
It's a multi-tool.
It's changed the way people perceive customer support because it makes it fast, effective and fun.
They write their own books (Awesome!) and they host seminars to help use the tools better.

Cons

They take a while to release new features, this is no surprise as companies will need different things.
It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users.
They can take a while to respond to support inquiries.
They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

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
  • Engagement Analytics
  • Social Media Integration
  • Tagging
  • Third Party Integration

  • Activity Dashboard
  • 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
  • Social Network Marketing

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 Flow, 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