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Intercom

Intercom

Overview

What is Intercom?

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

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Recent Reviews

Love Intercom!

10 out of 10
April 06, 2024
Incentivized
We use it to handle all incoming correspondence from customers, including some social media integrations, and we also use it to handle all …
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High Cost, Low Value

3 out of 10
April 01, 2024
Incentivized
we use it on the home page and in the service section. <br>the product is pretty good, but the customer service and post sale support is …
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Intercom review

10 out of 10
March 29, 2024
Incentivized
We use Intercom as our go to help desk, communication with our customers across two different apps and a website. I can't imagine our …
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Good Product

9 out of 10
March 26, 2024
Incentivized
I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions …
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Works good!

8 out of 10
March 08, 2024
Incentivized
I work at Customer Success and use Intercom as a tool to communicate with my clients. I use quite a few features. Through snoozing, I plan …
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How Intercom Differs From Its Competitors

Integrations

I don't know if my use case applies to the question. But if this is the case, our Intercom database is integrated with customer success tools, user behavior analysis in our solution and countless charts in power bi. And I guarantee it works very well. Cross-feeding data across different solutions …
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Integrations

Our company has integrated Intercom with our Slack channel along with email as well, ensuring that we get notified of customer inquiries across multiple platforms so that we can reply in a convenient and timely manner. I do not know what other services Intercom connects to as setting up those …
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Integrations

The case create option works well with another platform we use. Easy transfers information created Intercom to create case in separate platform. Accessible with link created in chat.
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Integrations

Right now we don't have any of our other tech stack integrated with Intercom. We will likely connect to Jira and would love to connect to Hubspot if we can. Maybe Slack as well. We're pretty slim with our tech to ensure we're not unnecessarily spending, so when we use something it has to have tons …
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Integrations

We use it mainly with social tools. We don't have the ability for it to integrate into our other programs, like our customer database, currently but we are switching those so perhaps with the new programs we're going to be working with, this will integrate better.
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Integrations

It is not working with other tools ... even simple applications like Chili Piper and Pardot have proven to be challenging with Intercom
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Integrations

We use plenty of other apps from Intercom's app store including: Slack, Instagram, Facebook, Statuspage, Twitter, Zapier, Supportman. Most helpful is definitely supportman app which is 3rd party I believe and allows us to send agents performance metrics directly to a Slack channel on a weekly …
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Integrations

We have an integrated Intercom with Jira, but I personally do not cooperate in this area, so I am not able to say anything more.
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Integrations

Intercom conversations with customers also feed to the relevant contact in our CRM (Hubspot).<br>Intercom conversations are also visible in a slack channel for anyone who cares to watch the conversations unfold. <br>Stripe syncs with Intercom so we can see customer subscription info right in …
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Integrations

I use Intercom and Stripe for my organization to take customer billing issues and look deeper into their origin, helping reset billing periods to keep customer accounts active, and more. I also use Stripe to make sure free staff memberships are credited and that duplicate accounts do not get …
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Integrations

We use several tools to develop and integrate into our apps, such as ADA, Forest, AppFollow, Typeform, and a few other tools to manage our day-to-day. The intercom makes things very easy to use. It is super simple to add software if required. I have never had any issues adding new features and …
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Integrations

We use Intercom alongside Intercom and Whatsapp to allow our clients to message us through external platforms to support their needs.

This was incredibly easy to set up!
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Integrations

We integrate different tools to make our process easier like, hubspot, Justcall, Aloware and if the tool is not available we use Zapier to connect to Intercom.
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Integrations

My company integrates Intercom with a CMS to handle all the subscribers information: new subscription, cancelled subscription, sessions, devices used by the customer, status of the subscription, etc.
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Integrations

We mainly integrate 2 other tools on Intercom. Satismater for our CSAT score and Hubspot for sales support and leads. This worked great so far and we are very very happy about these 2 integrations. I am not sure if it counts but also the integration via quick links with our own platform works …
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Integrations

Since we are only for the internal team using the intercom, we can quickly escalate to our tech team to expedite our client's concern.
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Integrations

This is something we are currently doing so we do not have much feedback.

Regarding the emails, sometimes we do not receive all the emails in this tool, which is something that can be improved
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Integrations

Honestly, it could be much better; right now, our biggest issue is with the Jira integration to make tickets for our Eng team. There is a real issue because we can only have one associated person - the person who downloaded the Jira integration- so all Jira tickets made through the intercom are …
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Integrations

Intercom, my digital maestro, seamlessly integrates with every tool in my arsenal, transforming collaboration into a symphony of efficiency. It dances effortlessly with WordPress, turning my ideas into engaging content. HubSpot harmonizes with Intercom, synchronizing marketing efforts for maximum …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Email support (108)
    8.8
    88%
  • Ticket creation and submission (106)
    8.3
    83%
  • Ticket response (111)
    7.9
    79%
  • External knowledge base (116)
    7.4
    74%

Reviewer Pros & Cons

View all pros & cons
ÉB
Érica Barros
Customer Marketing
Prevision (Civil Engineering, 51-200 employees)
Mateus Mateus | TrustRadius Reviewer
Mateus Mateus
Senior customer experience analyst
Softplan - Prevision (Construction, 1001-5000 employees)
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Pricing

View all pricing

Essential

$39

Cloud
per month per seat

Advanced

$99

Cloud
per month per seat

Expert

$139

Cloud
per month per seat

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.intercom.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.1
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.3
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.2
Avg 7.6
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Product Details

What is Intercom?

Intercom brings AI-first Customer Service to improve experiences for customers, support agents, and managers. The AI-first platform is built on a single AI system, with three major components:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant responses, 24/7, to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Intercom states that customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, currently use Intercom to deliver efficient and personal customer experiences at scale.

Intercom Features

  • Supported: Operational efficiency: Uses AI, Bots and Rules to reduce support costs by freeing up support teams from repetitive questions and tasks.
  • Supported: Productivity: Helps to ensure service teams only work on high value questions in a collaborative Inbox.
  • Supported: Solves known customer issues by helping them before they get in touch: Sends proactive messages to get ahead of known issues and reduce inbound support volume.
  • Supported: Customer engagement by providing direction: Shows customers what to do next without waiting for them to contact support and ask.
  • Supported: Customer satisfaction through conversational support: Answers questions immediately in the channel they arise, or the channel that customers prefer.
  • Supported: Cohesive customer service: Supports working together in one platform.

Intercom Screenshots

Screenshot of AI Agent - The agent resolves 50% of support volume.Screenshot of AI Copilot - A personal AI assistant for every support agent.Screenshot of Omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Tickets - Intercom tickets are designed for collaboration so complex issues are resolved faster.Screenshot of Help Center - The help center powers AI and self-serve support.Screenshot of Workflows - Automations are built using the Intercom no code visual builder.

Intercom Video

Intercom Integrations

Intercom Competitors

Intercom Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).

Frequently Asked Questions

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

Zendesk Suite, Freshdesk, and HubSpot Service Hub are common alternatives for Intercom.

Reviewers rate Email support highest, with a score of 8.8.

The most common users of Intercom are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(652)

Attribute Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
August 31, 2022

Staying connected with clients through the user friendly Engagement OS, Intercom.

Verified User
Account Manager in Other
Information Technology & Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
July 11, 2022

Intercom is great to humanize automated messaging

Verified User
Project Manager in Marketing
E-Learning Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
7
The pricing is way too high for our organization. We're looking for alternatives in order to have a better use of our financial ressources but so far we depend a lot on intercom with some features we really need. So far we haven't found a proper alternative to answer our needs that's why I think we'll renew our use. We can't afford to go back to manual actions neither
July 08, 2022

Intercom - easy to use functionality, good personalisation and good reporting

Jono Child | TrustRadius Reviewer
Jono Child
Head of Data
The Plum Guide (Hospitality, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
It’s an easy to user low code product that is always evolving. There product team is innovative and their support team is responsive. It has been east to build a sophisticated use case internally with little help from Intercom as the product is easy to use
July 08, 2022

The Best

Becky Jewell Laughton | TrustRadius Reviewer
Becky Jewell Laughton
Operations Analyst: Customer Success
Zentail (Internet, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
We love Intercom and have been using it for years, it makes life easy for our customer support reps. Intercom is always adding new features and I feel like they are thinking about us, their customers, and what to make better for us. This year alone the SMS and Survey features have been so nice for us to utilize.
July 06, 2022

Quick and easy support for small teams

Thomas Harding | TrustRadius Reviewer
Thomas Harding
Chief Executive Officer
Mish Guru (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
9
We have used Intercom since the inception of our business. It's simple interface has been easy for us to onboard new team members while delivering exceptional results for our clients. The only thing holding me back from giving a 10 is the cost of the product.
July 05, 2022

3+ years in and still in love!

Verified User
Director in Marketing
Computer Software Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
Intercom's customer service is awesome, the platform is intuitive, and we don't have to manage multiple software subscriptions to accomplish what we do through Intercom: chatbots, ticketing, help center, product orientation and adoption campaigns, etc. Intercom's a one-stop shop for customer engagement and we love that they're constantly improving and innovating.
July 05, 2022

Intercom helps increase customer satisfaction with real time chats

Verified User
C-Level Executive in Customer Service
Education Management Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
It's a very matured product with effective use cases. Help Centre, Chat Support, Announcements, Product Tours - all are very powerful and work really well. The only downside is the predictability of pricing. When deployed on the website, intercom calculates the monthly active users on the website and bills you accordingly - which can be very difficult to predict.
July 05, 2022

Great bang for the buck

NN
Nestor Navarro
Workforce Manager
Coverhound (Insurance, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
8
I give it this rating because of pricing. One of the downsides is that for every new added function you want, there is a price tag with it. It would be nice to have package deals where you get majority of functions for one price point. Or special promotions for existing customers to upgrade to higher packages.
February 01, 2018

Intercom is the Customer-Centric Communication Platform for Small Teams

Ariana Thompson | TrustRadius Reviewer
Ariana Thompson
Support Operations
Hungry Harvest (Food & Beverages, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ.
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