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Intercom

Intercom

Overview

What is Intercom?

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…

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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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Intercom

7 out of 10
February 29, 2024
Incentivized
I use Intercom in order to respond to customers' questions and issues involved in interacting with our app, and to resolve billing and …
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How Intercom Differs From Its Competitors

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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Integrations

It's used as a direct connection between the customer and our website. We can link them to items, orders, quotes, etc. in an instant. They don't need to log into email or anything else. The whole order plus tech support/questions can be done on one page. It links up with our own internal ordering …
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Integrations

we use Intercom as based on live chat and emails and social media which is the basic ones, and they are the main one we use if there were Discord as well would be great as well as a lot of people use Discord as well as we have a a large community
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Integrations

This is one of the very useful feature of Intercom. It is integrated with our telephony tool and it automatically assign the conversation log to the guest, client, partner. It has a tag if interaction is through phone, chat, email. Intercom is also very accessible across all of our stations.
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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 (105)
    8.8
    88%
  • Ticket creation and submission (104)
    8.3
    83%
  • Ticket response (109)
    7.8
    78%
  • External knowledge base (114)
    7.4
    74%

Reviewer Pros & Cons

View all pros & cons
Verified User
Executive in Customer Service
Information Technology & Services Company, 11-50 employees
Verified User
Representative in Information Technology
Information Services Company, 51-200 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 7.7
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Product Details

What is Intercom?

Intercom is a Customer Service solution that aims to provide a seamless customer experience across automation and human support, with the goal of delivering increased customer satisfaction while reducing costs. Intercom aims to ensure customer conversations are successfully resolved without needing human support, freeing up the team to work on higher value customer conversations.

According to the vendor, customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, use Intercom to deliver more efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom states their mission is to make internet business personal.

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 Support Bots: Intercom brings upleveled support automation that scales support teams by resolving 33% of common questions.Screenshot of Shared Inbox: From quick to complex questions, the Intercom Inbox workflows helps resolve issues in real time and improve team efficiency—without sacrificing CSAT.Screenshot of Product Tours: Connect the dots from sign-up to success with Intercom' interactive product tours.Screenshot of Campaign Builder: Series, Intercom's visual campaign builder, lets users send cohesive messages across channels—inside the app and out.Screenshot of Intercom Surveys: In-context customer surveys, Intercom Surveys connects users to valuable customer insights—and then helps to turn those insights into action, automatically.Screenshot of The Intercom MessengerScreenshot of Advanced Ticketing

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 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.

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

(644)

Attribute Ratings

Reviews

(1-25 of 260)
Companies can't remove reviews or game the system. Here's why
April 16, 2024

Building a Help Center and Communicationg with Customers

Verified User
Executive in Customer Service
Information Technology & Services Company, 11-50 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is great for building a knowledge base for customers to use, and is wonderful at allowing us to share information with our users. So if somebody is trying to build a help center or just keep tabs on and contact their users, it's wonderful. It is not particularly useful if youd like highly customizeable emails, help center, articles, etc. in terms of layout and design.
April 11, 2024

Amazing Product and User Friendly!

Verified User
Team Lead in Customer Service
Education Management Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is a great tool to provide quick and productive chat support. It provides an easy to use platform to communicate with customers.
It does provide an email option but this option can be time delayed and not as efficient as the chat option.
April 10, 2024

Love Intercom!

JF
Jessica Festa
Customer Success Manager
Rentopian (Computer Software, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It can help reduce the need for increased staffing by creating proactive support that helps customers in the moment. The scenario I think might not be the best option is for sales and marketing but that's because it's designed for support.
April 10, 2024

Intercom is good for financial services companies

Verified User
Analyst in Customer Service
Financial Services Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is super helpful for managing conversations with multiple clients and for tracking what is working and what isn't working. The reporting has improved dramatically and it leaves you with actionable insights and takeaways. The introduction of FIN has also been a huge bonus for our team and company at large. It won't make sense to use for a small customer base, but it is super helpful for managing many customers
April 09, 2024

If you are not using Intercom you are missing out!

Verified User
Project Manager in Customer Service
Information Technology & Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Having worked multiple years with competing services, Intercom beats them on every aspect. You can tell their product is catered around improvements that actually makes sence. i.e. they are easy to use, makes sense for customers and for internal users. Iff you are not using Intercom, you are missing out
April 06, 2024

Love Intercom!

Verified User
Representative in Customer Service
E-Learning Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It has been so great because all of the customer's inquiries come in through one platform. So, we have our contact form, direct emails, social media etc and it makes everything so easy to get back to people quickly.
I haven't come across an area where it's less appropriate as it does exactly what it intends to do.
March 29, 2024

Intercom review

Verified User
Account Manager in Customer Service
Sports Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
March 26, 2024

Good Product

Verified User
Consultant in Customer Service
Information Technology & Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is a powerful customer communication platform that can be effectively utilized in various scenarios across different industries. Here are some specific scenarios where Intercom is well-suited, as well as situations where it might be less appropriate: Well-suited scenarios for Intercom: Customer Support, Onboarding and Training, Product Announcements, and Updates. Scenarios where Intercom might be less appropriate: Low Website Traffic, Complex Support Needs.
March 08, 2024

Works good!

Verified User
Employee in Customer Service
Marketing & Advertising Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Good examples:
1. You have scheduled with a customer that you will contact them in a month. You snooze a conversation that goes back to open after a month.
2. You want to filter the list of customers (e.g. by the last contact or by the person assigned to the conversation).
3. You want to optimize your work by adding macros.

Bad examples:
1. You want to quickly find a conversation with a particular customer without remembering the full email address.
2. You want to work on a view similar to social media messaging (you can mark messages as unread).
February 29, 2024

Intercom

Josh Rosen | TrustRadius Reviewer
Josh Rosen
Customer Service Coordinator
Zupp (Restaurants, 11-50 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is excellent for responding to customers but is not great at directly reaching customers as a first point of interaction. Also great for having conversations throughout an extended time period. Intercom is also great for organizing customer demographics through the use of tags.
February 26, 2024

Intercom: Easy To Use and Feature Rich!

Branden Abushanab | TrustRadius Reviewer
Branden Abushanab
Manager of Customer Success
Smart Prop Trader (Financial Services, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is very easy to stand-up and learn as a team. It has a lot of useful features for CS teams and a good amount of customization options. I think the only features I would like would be to enable email reporting of daily CSATs with ratings to go out to a manager. Also, ability to see survey ratings when standing up the Slack integration would be nice. Currently, you have to still click the link to open the convo to then view the rating.
February 23, 2024

I like using Intercom and you will too!

Verified User
Team Lead in Customer Service
Financial Services Company, 51-200 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is well suited to tie in a product that is available via the web AND in-app. We currently have it assigned to both, but do not have web functionality for our users, so as a web platform, it's not used as well as it can be. However, I would recommend it to others as an effective all-in-one solution for customer communication.
February 20, 2024

Intercom: A Valuable Tool for User Analysis and Beyond

RY
Rinako Yoshizawa
Customer Success Manager
Rimo LLC (Computer Software, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I recommend chat support, help page creation, 1-to-1 messages to users, and user behavior collection all in one tool, and you can get started at a reasonable price.There are specialized tools for each, but I feel that the minimum plans are expensive and don't reach the areas you need.
February 19, 2024

Hard to top!

Verified User
Employee in Customer Service
Information Technology & Services Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is incredibly well suited to teams who are looking for an easy to integrate on-platform solution to their support-chat needs, and can also host support articles in multiple languages. This is great for teams with a global clientele.

With that said, we find ourselves having to use external tools to translate conversations with global clients, which could be better done with an in-house partnership with something like DeepL.
February 12, 2024

Intercom helped us more to getting started

Verified User
Account Manager in Information Technology
Marketing & Advertising Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Easy to use, user friendly and Intercom Knowledge base articles are easy to understand. You can also see when was the last time that the article was updated, the interface is aligned properly, no excessive buttons, you can find where you have to go to and there's always a demonstration the first time you access it.
February 12, 2024

Intercom review

Verified User
Employee in Customer Service
E-Learning Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think Intercom it's suited to handle a large amount of conversations with different users Also easy to work contemporary with different teammates. It's also suitable to work with a subscription based business. The only thing that I find complicated it's when it duplicates an user that has the same email address, so the conversations split into two users that are the same.
February 12, 2024

Intercom a GEM across the Customer Support Software Sea

Verified User
Employee in Customer Service
Computer Software Company, 11-50 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is a no-brainer for small teams and overall is very nice to have a very human way to interact with the customers using the familiarity of a chat like it was a normal conversation. I would love to see the use of AI for phone calls and it should still improve with the Fin AI editor. Currently is still feels worse than just using ChatGPT.
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