Intercom

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Intercom	Score 8.7 out of 10	N/A	Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.	$39 per month per seat

Pricing

Intercom

Editions & Modules

Essential: $39
per month per seat
Advanced: $99
per month per seat
Expert: $139
per month per seat
The Early Stage program: From $65 for 5 support seats
per month
Proactive Support Plus add-on: from $99
per month

Offerings

Pricing Offerings
Intercom
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

AI customer service features included in every plan. Intercom integrates Help desk, AI Chat bot, and Proactive support.

More Pricing Information

Pricing Info

Community Pulse
	Intercom
Considered Both Products	Intercom Verified User Executive Chose Intercom The only other platform of similar function we use is Guru. That we are using for our internal knowledge base. As to why we selected Intercom, I had no input into that decision. I believe we chose Intercom as our primary service due to its reasonable price and multitude of … Incentivized Helpful? Verified User Team Lead Chose Intercom We used omni channel chat in Salesforce but Intercom is more user friendly. Also Intercom is less stagnant and more reliable. Incentivized Helpful? JF Jessica Festa Customer Success Manager Chose Intercom I don't see it in the list but we were using Gleap prior to gaining Intercom. It's functionality was suuuuuper limited in comparison. It was like the kindergarten version of Intercom if that makes sense. Incentivized Helpful? Verified User Analyst Chose Intercom Intercom is easier for inbound + outbound comms and has more tooling overall Incentivized Helpful? Verified User Project Manager Chose Intercom Unlike Zendesk, Intercom has done it right, and continues to do so. Don't underestimate how important this is, we are many out in the market that feels this way Incentivized Helpful? Verified User Representative Chose Intercom Intercom is a lot smoother and has more integration ability. It's macro features are a lot easier to navigate and control as well. The help center is also a huge bonus and the way it integrates into the chat is a lot less stressful to put together and utilize. Intercom makes … Incentivized Helpful? Verified User Manager Chose Intercom I tried Drift, Chili Piper, etc. This one seems to be the lowest in customer service We chose it for the AI capabilities, but that is very expensive and the ROI has yet to prove itself. Incentivized Helpful? Verified User Account Manager Chose Intercom Beats them all in my opinion, Intercom's ease of use and intuitive design cannot be beat compared to others. We had a look at both Zendesk and Freshchat in the past and we saw very quickly that we're already using the best tool for the job. My only "complaint" would be the cost … Incentivized Helpful? Verified User Consultant Chose Intercom Not applicable as my company chose the product. Incentivized Helpful? Branden Abushanab Manager of Customer Success Chose Intercom It's better overall from a learning and stand-up perspective. Incentivized Helpful? Verified User Team Lead Chose Intercom We use this product with other products, but I enjoy using Intercom for our product as it's way more functional and easier to use than other platforms. I was not involved in the direct choice of using this platform, but I am happy with the decision as it is very easy for this … Incentivized Helpful? RY Rinako Yoshizawa Customer Success Manager Chose Intercom Customerly had a better chat widget design and easier to understand management screen, but it didn't have Japanese support, so I chose Intercom. I have used Zendesk in the past and considered it, but I decided to use Intercom because it was difficult to segment users and … Incentivized Helpful? Verified User Account Manager Chose Intercom Since I have first-hand experience with Intercom, this is what I suggested with our director and highlight the uniqueness of Intercom from others Incentivized Helpful? Verified User Manager Chose Intercom We knew the intercom, and we thought it was a complete tool for solving our customer's needs in a fast and easy fashion. Incentivized Helpful? Verified User Employee Chose Intercom NA Incentivized Helpful? Alejandra Campero Customer Success Analyst Chose Intercom Has more useful features and is constantly improving Helpful? RB Ryan Bernstein Customer Success Manager Chose Intercom Intercom was selected because it integrates email/chat with user documentation. That is the main benefit. Incentivized Helpful? Verified User Project Manager Chose Intercom Simpler to use, cheaper, but less robust. Incentivized Helpful? PA Pedro Allan CEO (Chief Executive Officer) Chose Intercom ManyChat does not permit i use a chatbot on my site, and Botpress don't permit a agent on the loop when i'm looking for a chatbot, i'm needing one with the possiblitie to change the conversation to a live person from bot. Intercom helps me in these and on a lot of other features Incentivized Helpful? Verified User Employee Chose Intercom Firs time user. Have not used other programs that are similar. Incentivized Helpful? Verified User Employee Chose Intercom I have used Microsoft outlook before in my previous company and it can only be used to email. I have also used gmail and it was all over the place. Somewhat hard to navigate and familiarize with. Integration with other tool was difficult. On the other hand Intercom have the … Incentivized Helpful? Verified User Director Chose Intercom We used to use HubSpot to communicate with leads via their live chat tool and also message our client points of contact. We then used Mailchimp to communicate with our entire user-base. With Intercom we no longer need either of those tools. Incentivized Helpful?
Top Pros	Pro Easy to use Pro Live chat Pro Ease of use
Top Cons	Minus Pop up Minus Help articles Minus Ease of integration

Features

Intercom

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	Intercom 8.1 111 Ratings 2% above category average
Organize and prioritize service tickets	8.4101 Ratings
Expert directory	8.068 Ratings
Subscription-based notifications	7.767 Ratings
ITSM collaboration and documentation	8.275 Ratings
Ticket creation and submission	8.3104 Ratings
Ticket response	7.8109 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	Intercom 7.3 115 Ratings 6% below category average
External knowledge base	7.4114 Ratings
Internal knowledge base	7.299 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	Intercom 8.2 111 Ratings 7% above category average
Customer portal	8.589 Ratings
IVR	7.736 Ratings
Social integration	7.569 Ratings
Email support	8.8105 Ratings
Help Desk CRM integration	8.580 Ratings

Best Alternatives
	Intercom
Small Businesses	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Medium-sized Companies	Agiloft Flexible Service Desk Suite Score 9.0 out of 10
Enterprises	Salesforce Service Cloud Score 8.7 out of 10
All Alternatives	View all alternatives

User Ratings
	Intercom
Likelihood to Recommend	9.0 (260 ratings)
Likelihood to Renew	8.9 (19 ratings)
Usability	8.8 (168 ratings)
Availability	9.1 (1 ratings)
Performance	9.1 (1 ratings)
Support Rating	7.1 (10 ratings)
Online Training	8.1 (2 ratings)
Implementation Rating	7.5 (5 ratings)
Product Scalability	9.1 (1 ratings)

User Testimonials
	Intercom
Likelihood to Recommend	Intercom Well suited for real time customer support needs - that's where it really shines. Well suited for proactive outreach and the ability to gather feedback from customers + surveys. Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer. Incentivized Verified User Anonymous Read full review
Pros	Intercom Intercom's ability to centralize customer communication is a game-changer. Intercom's automation features have saved us time and streamlined workflows. Help desk for users. Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack. Verified User Anonymous Read full review
Cons	Intercom The AI tools should have a make shorter option The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...) I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity Verified User Anonymous Read full review
Likelihood to Renew	Intercom 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. Incentivized Verified User Anonymous Read full review
Usability	Intercom Everything is very straightforward and easy to see, explore, and use. Intercom provides walkthroughs and helps guides in case something is not apparent to the user and has their agents available to help. I always feel confident when exploring new features or making changes that I can have it accomplished due to the service they provide. Incentivized Verified User Anonymous Read full review
Reliability and Availability	Intercom always there Incentivized Verified User Anonymous Read full review
Performance	Intercom works perfect Incentivized Verified User Anonymous Read full review
Support Rating	Intercom Intercom is the premier customer support/engagement model and it definitely has one of the top tier customer support teams as well. I don't think I have ever waited more than 5 minutes to get the information I need or get help with an issue. They are incredible and I aim to model our customer service department after them. Incentivized LW Lukas Washack Operations Manager Read full review
Online Training	Intercom Easy to know the learning path Incentivized Verified User Anonymous Read full review
Implementation Rating	Intercom The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom. Incentivized Verified User Anonymous Read full review
Alternatives Considered	Intercom We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient. Jeanette Wiley Project Manager Read full review
Return on Investment	Intercom I like how easy it is to spot the user data needed to assist our members. Love how easy it is to link articles on the chat that will help both us and the customers. I like that the sales force or the tickets is already connected on the chat Incentivized CM Cristine Kaye Masucol Customer Service Experience Read full review
ScreenShots	Intercom Screenshots