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Score 8.3 out of 100
Top Rated


Recent Reviews

A great tool to engage customers

8 out of 10
June 06, 2021
We are an Ed-Tech Start-up. We provide courses on various topics like App development, website development (Frontend and Backend), Cloud, …
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Intercom Review

9 out of 10
May 29, 2021
Intercom is used as a support widget for us. It helps to address problems that new leads faces and ensure that we have a quick response …
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Support for all levels of tech

8 out of 10
May 24, 2021
We are using Intercom as a way for our members to contact support and success departments regarding questions and concerns when using our …
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Product Details

What is Intercom?

Intercom is a Customer Communications Platform.

Intercom aims to help users build better customer relationships through personalized, messenger-based experiences across the customer journey. The vendor boasts companies like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.

What sets Intercom apart?
The vendor states Intercom is built to provide everything teams needs to provide personal experiences to every customer—consistently and at scale.
  • Business Messenger: Drive action and resolutions with chat, interactive apps, conversational bots, and product tours.
  • Management tools: Manage multichannel customer interactions at scale with collaborative inboxes, automated workflows, and reporting.
  • Customer data platform: Target, personalize, and contextualize every interaction with behavioral and customer data from across the stack.
  • Apps & integrations: Automate actions in conversations, sync data between tools and connect to an existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces.

Intercom Screenshots

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Intercom Downloadables

Intercom Integrations

Intercom Competitors

Intercom Technical Details

Deployment TypesSaaS
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, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.


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Frequently Asked Questions

What is Intercom?

Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.

What is Intercom's best feature?

Reviewers rate Implementation Rating highest, with a score of 10.

Who uses Intercom?

The most common users of Intercom are from Small Businesses (1-50 employees) and the Computer Software industry.

Reviews and Ratings




(1-25 of 84)
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Will Goad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is used as a Help Center across all three of our products. In two of our products, it is accessed as a standalone Help Center. In one, it is accessed In-App. Additionally, we use Intercom to manage chat for both sales and customer support on our SaaS product. This tool is also used to house our Tips & Tricks Videos and Release Notes.
  • Chat within SaaS applications.
  • Creation of simple tutorials or articles.
  • Housing of training/customer-facing videos.
  • The ability to track and catalog service tickets by ID/Customer/Etc.
  • Reporting functionality could be stronger, I believe.
  • I believe that the ability to build out asynchronous learning plans.
If your product is simple and intuitive and your service requests can be solved in a quick chat, Intercom is excellent at solving customer success challenges. Additionally, the ability to recommend articles housed in Intercom is very valuable.

The searching is extremely helpful and easy to use.

Creating articles is SOOO easy. I can easily add video, images, text, etc. and publish the article quickly.
Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used in BUSSI as our main communication channel with our users (passengers) and our drivers. For passengers, we collect all customer service channels such as Facebook, mail, website chat, and application chat so every conversation enters Intercom and our customer care agents are able to reply and follow-up from a single place. For Drivers instead of using isolated WhatsApp groups we have implemented a driver application that has embedded the Intercom chat and it works as a bidirectional channel to support them in any situation.
  • Intercom integrates the majority of channels in a single place so it makes it easy to manage customer care teams
  • Intercom has a very dynamic style of conversation, forget about the boring ticketing systems. Intercom is the tool to go and users appreciate it a lot.
  • You can separate several intercom accounts, this way you may have a customer care team that only works for passengers and a logistics team that only works in drivers for example.
  • It has many other features like push notifications, mail marketing campaigns that are already built into intercom.
  • they just need a WhatsApp business integration and it could be the perfect tool out there.
  • They still can improve a lot the audio messages or features for voice communication
  • Intercom nowadays make use of tags which I think there is plenty of room for improvement.
I always recommend Intercom for implementation where you have to care about your customer If you have a customer-first policy no matter the channel the customer is trying to reach you, then Intercom should be your tool. In our case Bussi is a Mobility as a service platform, our users (the passengers) reach out from several channels and no matter the channel we can follow-up on the specific case and they are happy to solve the problem at the moment. If you are more like an old fashion domain web server seller where your customer is ok raising a support ticketing and wait up to 24 hours for an answer then just go with the ticketing but if your business is dynamic then go with intercom.
Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is our essential system that has developed two-way communication throughout the organization by connecting us with our customers through chat and email. Site visitors can start conversations with our team at any time and engaging with them often increases conversion rates. Customer interactions from multiple channels are at one place and highly effective.
  • Customizable messages and multiple screens to manage communication
  • Responding to conversations via email, social channels and mobile app
  • Customers are offered guided experiences about our products
  • Customer support tickets are not listed on their website
Intercom is useful in engaging site visitors and converting them into customers. You can use it to message customers, group them together and store data about them, and also understand where your customers come from and how many times they have visited your site.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are an Ed-Tech Start-up. We provide courses on various topics like App development, website development (Frontend and Backend), Cloud, graphic designing, UI/UX and many more. As a client focussed start-up it is very important for us to resolve queries immediately or as soon as possible. After all client satisfaction is our prime motto. Earlier we used to ask clients (mainly students, speakers and instructors) to contact us via email or, in urgent cases, call us. Now the problem with the calling feature was we used to get a lot of spam calls. It wasted our time and also reduced the chances so solving important issues, and in email too we faced such issues. Through email, we wanted to solve issues immediately, but with a large no of queries, we needed some other option, something that could give [us an] instant solution and which can help us separate spam messages from the relevant ones. That is when we started using tools like Intercom, Tawk and Fresh Chat, Live Chat.
  • User friendly and easy to use
  • Chances of increased collaborations within team [can assign, forward messages ]
  • Helps in providing support to clients without juggling or moving between multiple apps
  • It has helped us Increase the visibility of client conversations across our team [HR team, customer support team, operation team]
  • Customization can be improved
  • Filters like closed queries through date/time can be improved/added
  • Pricing model is a bit confusing
One of the best feature is the ability to filter questions based on preference (like which support team needs to handle), say the HR team or Operations team. It is already filtered by only members from that particular team needs to take care of the message. [However, in some situations] after the query is solved, it becomes difficult to identify if the customer has more issues. This feature can be added and becomes handy when a lot of queries are being asked.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is being used by the Customer Success department in my organization. It's a team focused on the user satisfaction of our product. I actually use Intercom everyday and, also, help other people to use it too. I wish Intercom was used by all my organization, because we should have more synergy between teams.
  • Usability - Using the Intercom is very simple and easy
  • Fast content delivery - messages arrive when and where I need them
  • Helps user to become more independent
  • New functionality (Series) is little more difficult to understand
  • There is no possibility to archive a communication
  • When the user doesn't open a message, it stays in the inbox, making it difficult to receive the others, and there is no way to clear this inbox
I recommend using Intercom for companies that need to communicate with their customers/users quickly, directly and assertively. The Intercom is very adaptable and works well when inserted into other systems. It is compatible with the vast majority of them. I can't think of a scenario where Intercom cannot be used.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Intercom is used by the customer service department whereby they use it to create a much more personal experience for users.

It is much easier to use, as it helps in addressing commonly asked questions. Our customer service representatives can easily communicate with prospective clients as well as address potential issues with them.
  • You can automate almost everything!
  • It is great to use in terms of automated messaging.
  • Intercom's customer service is awesome! They reply really fast in case there are some issues.
  • Personally, I think it best suits well-developed companies--the ones who have funds to spend.
  • Need to be a little more flexible
  • Must have notifications!
Enterprises dealing directly with customers will be more apt to use Intercom, as it is really a good software. Plus, it encompasses everything (if you are looking for a tool that does everything related to CRM).

It is a great tool for online businesses that rely on online sales.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Intercom is used primarily by our marketing team in order to engage visitors to our website. This in turn helps support sales by creating conversations with prospective customers and getting them in contact with the right person on our side. We are also able to steer existing clients to our internal support if they are looking for help, as well as announcing any new product launches or live events such as Webinars or trade shows.
  • Segmenting contact information into separate cohorts.
  • Creating engagement campaigns in both chat notifications and emails simultaneously.
  • Keeping a log of all chat bot conversations and routing them as needed.
  • Integration with CRM (namely Salesforce) could be more robust.
  • Integration with calendly can be buggy at times.
  • Would be nice if it auto removed hard bounces.
It is great for businesses that see the use in having a chat bot, or drip campaign to maintain relationships with their clients, but don't necessarily have the funds to support a larger scale operation. Having someone on your team that is already familiar with the product is a huge benefit as the training to get going on it can take a white glove approach due to the customizability of every businesses marketing and communication needs. I wouldn't necessarily suggest it to larger companies who require an explicit integration with SalesForce, unless they have the man power to have someone dedicated to verifying shared information to maintain integrity in the data/segmentation/frequency of engagement.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is a telecommunications platform that we are using to manage chats as a system to help customers who need help. It is being used to provide service delivery and other digital customer and experience solutions. The business problem solved is the need to scale support to many users efficiently.
  • Customer service
  • Technology for support
  • Intuitive interface
  • User friendly
  • Pricing is expensive
Intercom is great for scaling support across many users beyond traditional support tickets. It allows for real-time problem resolution allowing for happy customers. This allows for product support to be delivered in a way where fewer tickets are opened and pending and the support success rate stays high.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We are using Intercom for our Marketing and Support teams. Marketing team sends out newsletters and sets up different campaigns for different purposes, whereas the support team uses it for handling customer queries via email and live chat option, escalating relevant queries or bugs to the technical team. The technical team uses it to gather feedback from customers.
  • Marketing Outbound Emails
  • Customer Support
  • Inbox Screen
  • Intercom Customer Support Team Responsiveness
  • Help Articles
Intercom is well-suited for marketing, support as well as the technical team however, there are some issues that I would want them to address like the Inbox screen gets a bit messy, customer support responsiveness, and the help articles definitely need a lot of improvement. For example, [I feel like] the Inbox screen does not look good, needs better management when handling multiple chats. The emails in Inbox when received, do not look that great and appealing as much as live chat does. Help articles needs sectioning, and much more (not an expert in this area but surely it does need improvement).
Score 8 out of 10
Vetted Review
Verified User
Review Source
Used by the digital marketing team and marketing operations team to drive inbound leads and solve customer queries.
  • Create an inbound funnel.
  • Quick resolution of simple queries.
  • SF Integration
  • Pricey
Very well suited to guide customers through easy resolutions/products and capabilities. Takes load off our inbound sales team and customer services team. Chat is useful this way. However inbound sales conversion rate was higher through phone reps rather than leads acquired through just chat. A personal connection goes a long way.
Hayden Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Intercom in connection with MadKudu to predict and qualify which leads are the best "fit" and most "likely to buy" in realtime within the chatbot. The predictions are based on our own historical data trained in MadKudu, and the awesome chat/interface for that MadKudu predictive intelligence is Intercom in this use-case.
  • Providing a place where our sales and marketing teams can chat live with the best leads in real time, vs. waiting for them to book a meeting.
  • Very each to navigate and train others on using.
  • It is pretty easily integrated with several other tools in our stack.
  • It would be nice to have a better internal interface within the app. (UI)
  • They could have more integrations, or resources around how to find existing integrations.
  • It would be nice to have an easily findable place to learn about more complex use-cases like connecting predictive scoring solutions like MadKudu.
1. Incredible for real time lead qualification and prioritization as long as you have some predictive intelligence from a tool like MadKudu connected to Intercom as well.
2. Great place to push automation and AI to improve the website visitor experience.
3. It may not be suitable for certain industries.
May 29, 2021

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is used as a support widget for us. It helps to address problems that new leads faces and ensure that we have a quick response time to the needs of the leads. It allows us to create personalized messages and follow up with them as quick as possible. It is used across the whole organization.
  • Easy to use
  • affordable
  • great support
  • lots of competitors in the market
  • buggy at time
  • no roll out of updates
If you have a very big customer facing service, this is one platform that will definitely help to streamline your support ticket and process. Having intercom has greatly reduced the time we get back to our clients on support. Really a great initiative if you ask me. It is less appropriate if you have alot of support ticket that will require video help.
Gunjan Marwah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are using Intercom across a few different teams with the focuses of: inbound sales, customer support, technical education, and more. We love how it integrates with our CRM to keep all communications in a single view. We also use it to help guide our customers' support questions. Its flexibility in channeling visitors through different paths is very useful in automating quick help and getting them to the right human when needed.
  • Flexibility in use cases
  • Integrations with other systems
  • Automation for efficiency
  • Onboarding for new admins in an existing instance
  • A la carte add-ons
In a small but quickly growing team, it is important that the volume of inbound requests is routed appropriately and automated efficiently so that only the most business critical requests are routed to a human. Intercom helps facilitate this in an easy-to-set-up fashion, and the data integrations with our platform and CRM help us make the right decisions when revamping it on an ongoing basis.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We have deployed Intercom on our website as a chatbot to help direct visitors based on their needs. Intercom helps route to our support team for current customers, marketing resources to those browsing for information, and sales for those interested in a demo or pricing. The system is implemented and managed by our marketing team.
  • Routing to resources.
  • Fast response times.
  • Easy integration with WordPress.
  • Would be great to have website pop up features.
  • Would be great to have more AI-suggested pathways.
  • Would be great to have enhanced reporting and connectivity to Google Analytics.
Intercom is well suited for those who are looking to help direct people to various places on their website based on need. The chatbot can be very helpful when someone is coming and looking for something specific or if you have frequently asked questions from your website visitors that Intercom can quickly direct them to the right answer.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Intercom as a way for our members to contact support and success departments regarding questions and concerns when using our marketing platform. We have enabled various features like live chat, email support, product tours, frequently asked questions, and more. Multiple users are in Intercom throughout the day, monitoring our inboxes, responding to members, creating a positive working environment and positive member experience, and creating various tools to help our members navigate the platform.
  • Email support
  • Product tours
  • Articles
  • Editability
  • Ease of integration
  • More flexible platform
Intercom is perfect for support teams. Any company that needs to provide a seamless user experience can benefit from Intercom. If you want to have simple support via email and chat, this is a good product. It's not perfect, however. It's easy to use, but more advanced users may be frustrated by the lack of editability for certain features.
One of the great features about using Intercom is their support is going to be very similar to the support that you will be using with your customers. The chatbot is identical to your chatbot. So not only is user support easy to use and available, but it's a way to also learn how to use this feature.
It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.
Score 10 out of 10
Vetted Review
Verified User
Review Source
This is being used by the departments that directly interact with the customers. This acts as a bridge that fills the gap between organisation and the clients. Emails take too much of time to document and then send to wait for a reply. Intercom is a time saving tool which is recommended to be used if you want to save your time and work more efficiently.
  • Quick live chats.
  • Help pages and customer support.
  • Lots of add-ons.
  • Text format when copied from another application should be pasted just like the way it was copied.
  • Definitely not a cheap option.
  • Notification controls.
We can address a large number of customer issues by directly interacting with them. Although there are few restrictions like you cannot take control over the notifications. You cannot specifically set the users who should receive notifications and the ones who shouldn’t. All and all it has been a great experience.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Currently we use it across three departments only. This helps us start the selling process online, helping the customer get information before they have to call in. We gather necessary information via Intercom chat and direct them to the correct department for insurance purposes. It allows us to reach more customers who may not have the availability to call in during work hours.
  • Chat communication between customer and agent
  • Allows us to customize questions to get customer to correct department
  • Integration with Slack
  • Integration with email so that chats don't go unnoticed
  • Price point--they are a bit pricey when it comes to upgrading
  • Work on cursor tracking
  • More filtering options for assigning customers to Slack channels
I would say that Intercom is great for chatting or directing customers through your website. We have a dedicated group that takes care of customers who are looking for quotes through our website. Instead of calling in, they can send us some information via Intercom chat and we respond fairly quickly. Many people don't have the option to call in during work hours, so Intercom provides the platform for us to work with those customers via chat. Of course there are still customers who prefer to talk to someone on the phone. Sometimes a message doesn't come off as clear as when you can talk to someone and communicate via phone. It's easier to establish a relationship with some customers when they can talk to us and feel our urgency to help them. This is something that, personally, I feel chat can't do.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is being used across our Customer Success department. We use it to handle incoming questions from clients, and to ensure the proper inquiries assign to the correct user.
  • Assigning inquiries
  • Ability to tag other users and make notes
  • Ability to reassign as needed
  • Representing anonymous users better
Intercom is best suited for handling quick CS inquiries and providing context to where that user was on the website before reaching out.
Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used by our demand sales team, supply sales team, customer care and account management. It allows users to find content or get in touch with us via the right means and if that means is live chat it facilitates that in real-time.
  • Live Chat
  • Articles/Help Centre
  • Alerts/Banners to users
  • Flexibility for who to contact and how they respond - different bots
  • Reporting
  • Integration with Salesforce needs a bit of love
  • Being able to use properties of events to get details about the user
It is very well suited for communication with customers, alerting customers to certain features or news and is a good space for customer to find help articles.
Score 5 out of 10
Vetted Review
Verified User
Review Source
During my time at the company, we used Intercom to handle our support inbox as well as customer lifecycle marketing communication, including onboarding content, engagement content, and more. We used Intercom's outbound communication features to send targeted emails to folks both as one-offs and using the Series function. In addition to funneling support emails into Intercom's inbox, we also utilized the widget within our web app.
  • Customer Support (they usually get back to you relatively quickly)
  • Releasing new features and improvements
  • Customer Cohort Segmenting
  • Slow, bloated experience (though this is improving)
  • Confusing a la carte pricing
  • Slow execution of user-initiated actions (for example, email can be delayed because of a backlog, as can records export)
Intercom is well-suited for mid-to-large sized Customer Experience and Marketing Sales teams that can take full advantage of their wide array of features, and the ability to assign permissions by person or team is robust.

For smaller companies, this product is very expensive compared to the value provided. Lower-cost alternatives that are also easier to use and less bloated (albeit with fewer features) would be recommended for smaller teams.
Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used across our entire organization to manage customer support issues. It allows us to communicate in real-time with customers to identify, diagnose and resolve issues. We also use Intercom to automate communication on components of our onboarding process.
  • Support.
  • Automation of messages.
  • Integrates well with other tools.
  • Simple set-up.
  • Ticket management for product requests or bugs.
Intercom is well suited to teams that need to get a support solution live in a very short space of time. It took us less than 10 minutes to get it set up and running.

We have however found limitations when trying to manage ongoing issues or for categorizing feature requests - i.e. it does not handle complex ticketing needs particularly well.
March 13, 2020

A Support Tool Hero!

Nikki Steinmetz, aPHR | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
We're using Intercom to support our customers through chat and help guides. We also utilize Intercom to distribute email campaigns to target certain audiences.
  • Targeted Email Campaigns
  • Support Chat
  • Integration with Slack
  • Cleaner View with Support Chat
  • Clearer Explanation of Offerings with Subscription Level
I like Intercom, however, I don't know much about other solutions similar to it, so I'm not sure how likely I would be to recommend it, not knowing what else is out there. I do enjoy that they have an app, it's pretty easy to use but there is somewhat of a learning curve before feeling comfortable with it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We were using Intercom for customer service purposes at 2 of the companies I have worked at. It was used by customer support, product, and sales at the beginning and the end by customer support primarily. It was a good experience overall. We implemented it, so it's embedded on our website, and people can reach out using Intercom to our product team.
  • Easy to implement
  • Good chat option
  • Could have better targeting and reporting
  • Better ability to tag conversations
Intercom is great for chat purposes and in companies where there is a need for fast support. It's excellent for short SLAs because it sets the expectation that the response will be quick. Great way to get the articles and FAQs as well. Overall a well-rounded support system
Veronika Baranovska | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Intercom cemented their position in the SaaS world with their chat, and that indeed remains one of the strongest features of the platform. We used to use Intercom across the whole company, but after implementing a different marketing automation tool, Intercom is now only used by our support team for live chat and the marketing team for some notifications.
  • Brilliant live chat functionality.
  • Easy to collaborate with teams when replying to customers (easy assigning in chat).
  • Poor marketing automation functionality and tracking.
  • Too many packages and add-on services since the rebrand (can feel limiting as a legacy user).
If you work in SaaS or e-commerce and want to have a solid live chat on your website, then Intercom is definitely worth checking out. There are plenty of other tools out there, but at the end of the day, you need to choose what's important to your business and go with that.

Intercom is great for startups - it has a lot of the features you'll need to successfully communicate with leads and customers. As for us, we outgrew Intercom and wanted a more robust CRM and marketing automation platform that would also integrate with our SQL database.
Manan Vora | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Intercom for the following:
  • Talk to website visitors to enable sales.
  • Book Demos and register interest for visitors.
  • Provide an onboarding tour for new sign-up.
  • Send onboarding emails to new sign-up.
  • Provide support via live chat on our software dashboard.
  • Provide a knowledge base/self-service support system via the article.
  • Send marketing emails based on actions/interactions from the user.
  • Track current software usage and map user journeys for our sign-ups.
  • The chat system is very easy to install, isn't too obstructive and provides visitors and users an easy way to interact with us.
  • Their engagement tracking for users and subsequent emails and in-app message sending system is very sophisticated. Our entire onboarding process relies on Intercom.
  • Their pricing is super steep and can get expensive for early stage companies.
It is perfect for any company that relies on websites to make sales and provide support. Their systems are very matured in terms of mapping user interactions, creating automated flows to match company processes and provide easy engagement for users and visitors. Whether you provide products, on-ground/ni-person services, online services, software services or anything similar via a website, Intercom is a great fit for you.