Intercom is complete and intuitive
I use Intercom for client communications, sending emails, pop ups or low-touch learning journeys with tours and checklists.
Starting at $39 per month per seat
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What is Intercom?
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
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Popular Features
- Email support (108)8.888%
- Ticket creation and submission (106)8.383%
- Ticket response (111)7.979%
- External knowledge base (116)7.474%
Reviewer Pros & Cons
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
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Intercom?
Intercom brings AI-first Customer Service to improve experiences for customers, support agents, and managers. The AI-first platform is built on a single AI system, with three major components:
AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant responses, 24/7, to most questions. Only complex interactions transition to tickets.
AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.
AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.
Intercom states that customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, currently use Intercom to deliver efficient and personal customer experiences at scale.
AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant responses, 24/7, to most questions. Only complex interactions transition to tickets.
AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.
AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.
Intercom states that customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, currently use Intercom to deliver efficient and personal customer experiences at scale.
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
Intercom Video
Intercom Integrations
Intercom Competitors
Intercom Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Languages | Arabic, 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 is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
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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(651)Attribute Ratings
Reviews
(1-25 of 136)Companies can't remove reviews or game the system. Here's why
April 29, 2024
Intercom helps us give 'white glove' customer support.
We use it strictly for support. We have it built into our application and have the chat bubble on the screen for logged in users. We also use the tool frequently for banner announcements to our customers.
- I like the way we can integrate our application's data into Intercom and make rules from that data.
- I like the way it tracks support conversations, even if the user has logged off.
- It's been very reliable, and I don't recall ever having an outage.
- When a customer gets an email from Intercom and replies to it, often, that email address becomes the default email address for my name in their contact list. So in the future when they email me, instead of going to my email address, it goes to Intercom. I mean, I get the message, but these are conversations that aren't necessarily support related, etc.... I get this is a complicated issue. It involves how the user uses their email client, etc... But I've occasionally been frustrated by it.
April 16, 2024
Building a Help Center and Communicationg with Customers
We use Intercom for three primary cases. The first use as as a help center, developing a number of articles explaining how to best use our product. To complement these articles, we create tours and tool tips to help users out during their use of the product. Secondly, we use Intercom to track users and send them emails about changes, outages, and feature updates. Lastly we use Intercom to live chat with users when they have questions or encounter any problems.
- Creating articles
- Creating/Tracking emails
- Allowing for live chat, and letting those chats be auto assigned to representatives in our company
- More customization in email and article creation
- Tooltips seem to regularly lose their placement
- I wish it would stay in dark mode across all aspects of the platform
April 10, 2024
Love Intercom!
We use Intercom for reactive and proactive support. We need to be able to consistently and effectively communicate with our customers and make it simple and easy for them to reach out to us. We were using a different product that made it hard to filter our proactive messages effectively and didn't have as much functionality and our customers weren't having a great experience. We switched to Intercom to better create multiple campaigns, like product updates and onboarding paths.
- Ability to filter audience
- Very spiffy proactive support tools
- User friendly interface
- Excellent communications about Intercom product updates
- I don't handle this directly, so take this with a grain of salt, but it seems like the integration process can be intense just based on second hand information
- Would love to see some Hubspot integration!
April 09, 2024
If you are not using Intercom you are missing out!
Fastpaced, continously developing, intelligent and UX friendly. Intercom cements itself as one of the great ones out there when it comes to customer support and customer engagement. It has become one of the most important pillars in our business, not only for providing customer support, but also to gather analytics from customer usage. There's then also the endless integration opportunities, where the integration towards crm is the most outstanding one. Highly recommend Intercom for your business.
- Integrations
- User Interface, best in class
- Omnichannel marketing
- Not an issue really, but would appreciate even further enhancements on setting default views for internal users
April 06, 2024
Love Intercom!
We use it to handle all incoming correspondence from customers, including some social media integrations, and we also use it to handle all published articles for our help center. This is especially helpful as customers have access to help themselves before needing further assistance from us, which is a win win for everyone.
- Respond to any issues in a very quick manner.
- The organization of the platform is very clear and things aren't hard to find.
- There are rarely any technical issues so everything always goes smoothly.
- Grouping conversations together in the inbox if they're from the same email address would be nice. We have several customers who like to send multiple messages so if they could automatically group, that would be awesome.
- Have the ability to add an integration to link to the most recent order associated with their account would be awesome.
- Along the same line, have a link to access their account in our customer database software.
- The ability to delay sending the email. So say up to 60 seconds, so we can undo the message and edit anything if we notice a typo or something right after we hit send.
March 29, 2024
Intercom review
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 product without Intercom anymore. It solves a major challenge for us - communicating with our customers efficiently. We love everything about it - from the routing conversations feature, to letting us update our customers about the current status in the product, etc.
- Help desk features - live chat with customer support
- Routing and handling many conversations / tickets at the same time
- Analytics of each individual customer support agent
- Pricing - it is not a cheap product and more features could be included in lower tier packages
- Customer segmentation is not as simple as I would like it to be
- For being a help desk / customer support company, they are not the fastest at responding to any questions we might have
March 21, 2024
Our startup journey with intercome
We mainly use Intercome to support and engage customers across the web and mobile. Intercom's conversational interface and workflows make communicating with customers easy and natural. The breadth of integrations with complementary tools has extended
Intercom’s capabilities for us. Being able to incorporate solutions like
Slack is the core of our stack makes Intercom more
than a standalone application.
- Bot and the al powered features
- Centralize customer data and ability to integrate
- Great user-centric design and the ability to integrate with a variety of tools.
- Need to solve the latency issue
- Bit expensive and complex for solo and small business
We have been using Intercom for 3 years to support the users of our SaaS platform and it's integral to our day to day ability to keep our customers happy. We absolutely love how easily it integrates into our application directly, so to the user their experience is seamless, and on our end we have all of the information we need about that contact right at our fingertips during the course of the interaction. In the end, this increases product adoption among the real estate agents that work under our real estate brokerage customers.
- Contact Segmentation
- Communication with customers (series, emails and chats)
- Help center
- Product Tours
February 29, 2024
Intercom
I use Intercom in order to respond to customers' questions and issues involved in interacting with our app, and to resolve billing and technical situations for them.
- Organized messages
- First in, first out
- Displaying images
- Macros pre-established to reduce repetitive typing
- Area to view closed messages
- Undo option remaining longer after closing messages
- Ability to mark messages as unread
February 26, 2024
Intercom: Easy To Use and Feature Rich!
Intercom has significantly helps our organization scale our CS (customer success) operations. We have streamlined all of our internal operations using the new tool and are grateful to the Intercom's team in supporting our team's growth. The tool is incredibly easy to learn and train on.
- Workflows -> customizing the user experience
- CSAT (customer satisfaction score) -> very easy to collect data and analyze
- Help Center Article creation
- Reporting and analyzing data from the tool is very easy
- The ability to merge conversations would be nice.
- Customizing the survey for CSAT a bit more would be nice.
- Being able to send over survey ratings using the Slack integration where a link to open conversation would be nice.
- A daily CSAT high level overview email would be nice.
February 26, 2024
Intercom for small start-up enablement function
We use Intercom for its knowledgebase and support functionality. It addresses our need for a centralized system with access for both our support people and our partners support people as we scale.
I love the automations, the AI functionality and ease of building our knowledge base. It's also been easy to set up and to manage permissions.
I love the automations, the AI functionality and ease of building our knowledge base. It's also been easy to set up and to manage permissions.
- Ease of adding articles and creating collections
- AI responses
- Ticketing!
- Jira integration
- My only feedback is making articles and collectiosn easier by connectign to google drive, I need to maintain our documents locally and having to copy and paste and reformat into Intercom is time consuming.
February 20, 2024
Intercom: A Valuable Tool for User Analysis and Beyond
There are three issues we wanted to solve using intercom:1. Multilingual support page/support2. Collection and analysis of user behavior logs3. Securing a means of communication with users who do not respond via email. Currently, there are still some parts that have not been completely resolved for 2, but most of 1 and 3 have been achieved.
- Ease of searching, filtering and exporting users
- Users can be identified and registered by company.
- We can send messages to individual companies and users.
- Customizability of showing/hiding the support chat widget - Some of it is currently supported, but code implementation is required for things like displaying it on your body when you press a specific button on the site.
- I can't get logs for some users, but I don't know the cause.
- Help page design is poorly customizable
February 19, 2024
Hard to top!
Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages and supports our 2500 global clients. Without Intercom, we'd really struggle to viably return support messages to this volume of clients.
- Help Guides
- Chat Support
- Marketing
- Tags
- In-app translations
- Pricing
- Workflows
February 12, 2024
GREAT TOOL FOR CUSTOMER SUPPORT BUT NOT CHEAP.
WE USE INTERCOM TO SOLVE OUR CLIENT'S DOUBTS USING OUR GOLF MANAGEMENT SOFTWARE -SAAS- THAT IS QUITE COMPLEX TO CONFIGURE. SO, WE RECEIVE OUR CLIENTS' DOUBTS AND PROBLEMS, AND WE TRY TO SOLVE THEM WITH THE LEAST HUMAN INTERACTION POSSIBLE.
- CONVERSATION MANAGEMENT.
- BOT FLOW DESIGN.
- CRM
- CONTACT MANAGEMENT
- REPORTS
- PRODUCT TOURS
February 12, 2024
Intercom review
I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I need to help customers to solve their issues so they can use the app the best way possible. We also use Intercom to understand who are the non renewal customers and communicate with them.
- Macros
- Data organization
- The possibility to work with other teammates in the same conversations
- snooze the conversations
- when I email a user, and I make a mistake, if I cancel the mail the user receives it anyway
- sometimes the information regarding the user is not reliable
- when I snooze a conversation and after a few days this conversation appears again on my inbox, should appear with a different look, so I can differentiate it from the others
February 12, 2024
Intercom a GEM across the Customer Support Software Sea
In our organization, we use Intercom to deal with customer support tasks. We also use the proactive message combined with Workflow and are fans of the tag to track broader issues, customer feedback, and feature requests. We only use have conversations and not tickets because we are a small company and that suits us the best. Our helpcenter is also connected to Intercom and is a great resource of information.
- Manage conversations with customers in a simply and accessible manner for both the CS team and the customer
- Great help center feature
- Macros are particularly helpful
- Workflows are still somehow hard to use at first. Especially find a meaningful way for the business to use them.
- FIN still has room for improvement, especially in the multilanguage accuracy.
- Proactive answers triggered by user behavior could be improved to include more behaviors
- Bulk exporting all the help center articles can be done only via API.
February 06, 2024
Intercom experience
Score 7 out of 10
Vetted Review
Verified User
To registrate and communicate with clients and also between the people from inside the company. We also use the "note" feature a lot, and that way we can comment on external emails and be on the same page
It is very useful also for bulk emails
It is very useful also for bulk emails
- Possibility to leave inside notes on the emails
- Register clients/people
- Connection with inbox
- Not all of the emails arrive on the Intercom platform
- It is not very "user friendly"
- Not all the features are released in the European Union (like Finn)
January 25, 2024
A Incredible app to manage costumer relationship and run a SAAS
I used to talk with my clients on multiple social media and websites; it helps me to automatize a lot of work, and Intercom is a great app for creating chatbots, building customer relationships, tracking my clients, and creating a lot of automation that easy my whole work. Intercom it's a great partner that helps my business a lot.
- Chatbots
- COstumer Relationship
- Time savier
- Automations
- omnichannel
- Support on site
- More funcionalities on chatbots builder
- Fin
- easier Creation of apps
- Phonecalls
January 19, 2024
Intercom Review
We leverage Intercom to drive our Customer Support initiative. With Intercom's chat feature, our customers can communicate easily when they have a question, need help, or would like to submit a feature request.
- Support when learning the platform has been great
- Knowledge Center is really helpful.
- Product Tours could be easier to use, especially if you are not experienced in HTML.
January 18, 2024
Excellent Tool for SaaS Companies!
Intercom allows us to quickly communicate new updates and features to all of our subscribers. Our client success team is also able to respond more efficiently to questions and requests. We really love having everything centralized in one place versus a bunch of email inboxes and other tools.
- broadcasting updates via news
- building FAQs and support documents
- live chatting with clients
- easier integration with our database of users
- being able to send messages to just certain types of users (admins)
January 17, 2024
A great support tool
As a web3 game, we use Intercom to help players resolve in-game queries, bugs, problems, feedback and situations that arise while playing the game. We have found a use for the tickets, and we are able to troubleshoot bans and appeals by using player information (such as eth addresses, their player ids, locations, etc). Additionally, we've made amazing work flows to pre-answer a lot of our player's regular queries and it has cut down the support work by quite a lot.
- Tickets
- Workflows
- Providing Data
- The support team is fantastic
- It would be nice if a conversation wasn't marked as "Seen" if another teammate was scanning conversations
- Actually in general it would be nice if these weren't marked as "Seen" as sometimes we do need to gather info from tickets and marking them as "Seen" forces us to do generic replies
- Being able to see specific conversations within specific teams would also be nice
- Also if you could limit someone from seeing someone else's inbox (this might actually be a feature and I just havent done enough research yet) but I would like each team member to focus on their specific inbox, unless they tag someone else into it, or if the inbox is unassigned.
December 22, 2023
December blues
We use intercom for:
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.
Support: Our users send us support messages with questions both basic and complex. Also they report technical issues when these appear.
Outbound messaging: New products releases, news, surveys, adoption, event or webinars invitations. We also use Intercom to manage or Help Centre and we have tried to use it for onboarding purposes,too but we haven't had much success in this area.
- For building Help Centre articles is very good
- I love the surveys
- The options in messenger are very helpful
- Tooltips feel a bit glitchy
- The search options for conversations should have better filters (when you look convos using keywords for example or the lack of filter to leave out posts and outbound messages
- Suggested articles not all the time matches what the customer is asking or from the page the customer is opening the chat. It seems that Intercom bot shows the same article all the times.
December 08, 2023
Great solution that does what it was bought for.
Score 8 out of 10
Vetted Review
Verified User
We use intercomm to support clients that use our software
- The chatbot is working very well, allowing use to gain a lot of time.
- The chat service is easy to use and clear
- It would be great to have a sleep mode for tickets, allowing us to put a chat on hold waiting for the solution.
December 06, 2023
AI Integration Is Amazing
Score 9 out of 10
Vetted Review
Verified User
We find the AI integration amazingly helpful both for our team writing emails but also for the Fin Bot function.
This has reduced the amount of inbound emails we receive and has been invaluable at helping us stay on top of our customer service.
We do find that customers can assume this is a live chat function (which it is not) which can be a slight draw back but the Intercom team are very helpful and showed us how to filter these messages so our team can prioritise the response times on these emails.
This has reduced the amount of inbound emails we receive and has been invaluable at helping us stay on top of our customer service.
We do find that customers can assume this is a live chat function (which it is not) which can be a slight draw back but the Intercom team are very helpful and showed us how to filter these messages so our team can prioritise the response times on these emails.
- AI Integration
- Assigning tickets - the ability to still find these tickets once assigned
- Personality
- Ease of use
- Articles and help centre
- Live chat - if there was a way to have the live chat pop up as it does for the receiving end this would be a lot better
- Allocate the correct sending email when an email address is forwarded rather than bunch all email addresses together
- Option to forward an email to an outside email supplier for example Gmail
November 30, 2023
an associate's view
We use the platform to assist and to respond our clients
- integration with others platforms
- usability
- IA Assist
- the command's key needs a improvement
- the macros better placed
- the search for closed chats in determined organization should be more easy