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Intercom

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Top Rated
170 Ratings
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Score 8.7 out of 101

Likelihood to Recommend

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Intercom

Intercom is great for companies that have close relationships with customers or who want to have close relationships with customers. It's the ultimate tool for being able to communicate with customers in a personalized way, provide them with real-time answers, as well as allow them to help themselves with knowledge base tools and automated messaging.
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Pros

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Intercom

  • Easy user interface
  • Adaptable to several business needs
  • Not overly intrusive on websites
  • Easy to manage several users
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Cons

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Intercom

  • Automatically import all conversations to our CRM, the most common CRM that exists :)
  • Instead, our chat agents had to manually send every chat to our CRM after the conversation ended. This was not practical in a high-volume chat environment where agents would often understandably forget to import chats to our CRM after they were completed. If they missed this step, our customer data from that chat disappeared.
  • Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer. Expensive external add-ons for Intercom could not meet this need, either.
  • Overall customization. This is an elegant tool only if you are happy with the pre-built settings.
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Likelihood to Renew

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No score
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Intercom

Intercom 9.5
Based on 3 answers
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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Usability

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No score
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Intercom

Intercom 9.0
Based on 1 answer
Intercom has really done a great job creating a focused product that provides huge value and is super easy to use. Our entire business group and a few engineering members are using it with no training whatsoever which is super rare for any platform.
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Support

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No score
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Intercom

Intercom 7.2
Based on 2 answers
I got very good support so far. New product features and feature requests are a bit slow.
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Implementation

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No score
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Intercom

Intercom 10.0
Based on 1 answer
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
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Alternatives Considered

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Intercom

Both Intercom and Drift are comparable in terms of their abilities. Although Intercom came into the market first, Drift has done well to keep up with Intercom's updates and offer similar services of its own. Intercom edges out Drift in terms of its abilities and wealth of integrations. However it would still be worth it to see whether Drift could be integrated with your other services or not and exactly what your requirements are. Based on your usage requirements, Drift could be a cheaper alternative to Intercom. Its pricing structure is flat and easier to use in order to project costs. However both companies are relatively flexible if you opt for custom plans based on whatever you are looking for. Freshdesk is an extremely cheap alternative to the two but offers very little flexibility in terms of usage. The UI customization options, automated alert options. message types and targeting options are limited but considering the low cost, it's an extremely handy option to consider for startups on a tight budget.
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Return on Investment

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Intercom

  • I don't have metrics, but I'm positive clients have loved the quick and easy access to our support team. I'm sure it has impacted our customer satisfaction and adoption.
  • Internal collaboration is significatly easier. If I need help from a colleague, they can take over or simply contribute to a conversation and see previous chats and pick up where I left off. This has helped our support and customer success team be much more effective and professional in keeping our team aligned and rallied around a client.
  • Intercom also provides a Knowledge Base setup that we've used and the updates from what we had before have been very well received by our customers. They've found answers to their questions on their much more frequently than they did before with the improved UI and simplicity.
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Pricing Details

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General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Intercom

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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