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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

View all alternatives
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Reviews and Ratings

(644)

Attribute Ratings

Reviews

(1-25 of 168)
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
Usability
5
While the platform is quite usable for me, it genuinely took a significant amount of time for me to figure out how it worked. And even with that, I'm sure I am not taking advantage of all of its features and functionalities. It feels like there needs to be more video guides and tutorials on how to effectively use the platform, potentially organized by things such as job roles.
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
Usability
10
I find it easy and intuitive to navigate and I think it's pretty easy to find answers when I get stuck. I think there's been a lot of effort on creating webinars and things where customers get a view of what's new and what's coming and insight into industry trends which I LOVE.
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
Usability
10
Everything is pretty clear. I have been working with this for a few years and anytime there's an update, it's never a problem because everything is easily found and in 'common sense' places. I don't experience message failures or any issues so it's really smooth.
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
Usability
10
Easy to use, very intuitive, ability to route conversations to correct support agents / teams, ability to proactively reach out to our customers, share surveys and ask for other forms of feedback, social media message integrations, customer satisfaction analytics. I cannot imagine our support team without Intercom anymore, it's the first tool we would always recommend to someone.
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
Usability
8
The interface is easy to use, you can interact quickly with customers and even attach easily screenshots in case you need them.
March 21, 2024

Our startup journey with intercome

Dineshan Sithamparanathan | TrustRadius Reviewer
Dineshan Sithamparanathan
CEO (Chief Executive Officer)
Streos technologies inc (Computer Software, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The layout is structured logically, with clear menus, buttons, and icons that differentiate functionalities without confusion, and the dashboard offers an overview of key metrics and activities, providing a quick snapshot of interactions, conversations, user data, and other important information.
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
Usability
8
We use Intercom exclusively for support, this is also where I work. It seems to me that the tool could work in the departments mentioned, but there are a few shortcomings that would make it difficult:
- If a customer writes to an agent's email (without Intercom), the message will still go to an external mailbox
- Without adding a full footer (with graphic elements, etc.) we may seem less reliable / professional to people who do not yet work with us.
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
Usability
8
The user interface is very self explanatory and does not have any confusing features. Everything is easy to turn on and off if I'm trying something, and recovery from mistakes is very easily provided too. The messaging system, especially through the use of customer tags, is very concise and organized.
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
Usability
9
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.
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
Usability
7
I'm used to it, so I don't find it that difficult to use, but when introducing it to other users within my company, I find it difficult for first-time users to understand where it can be done and what it can do. There is no problem if you follow the tutorial properly.
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
Usability
9
Easy to use for beginners with a really clear UI for starting staff in support.

The process of creating help guides in the platform is also incredibly easy with easy drag and drop functionality.

Some of the more complex areas like automation can however be a little challenging to begin with, but are supported by Intercom's great wealth of guides.
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
Usability
7
I Think since I'm not so familiar with the whole features of Intercom, I only focus on things that our business needs to get started. I hope that your customer support is easy to get in contact to so it won't eat up much of our time just looking for an answer
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
Usability
9
I feel Intercom has much more features than I can really use and handle. I need time to understand how to implement to my day-to-day job all the new tools that the service add to the interface. I find difficulty to filter all the data when I'm looking for an specific information.
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
Usability
9
It immediately feels very natural and familiar to use Intercom. Plus points for the Dark mode really appreciated. I like the note feature and I like the Hubspot integration. I like the quicklinks and I like to have customer data on the right sidebar. Overall is just a better experience for the customer compared to an asynchronous system
February 07, 2024

A Masterpiece.

Verified User
Employee in Customer Service
Human Resources Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Regarding marketing teams, I think using Intercom will be more efficient because it can make it easier to communicate with our clients.
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