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 …
Starting at $39 per month per seat
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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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Popular Features
- Email support (105)8.888%
- Ticket creation and submission (104)8.383%
- Ticket response (109)7.878%
- External knowledge base (114)7.474%
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Pricing
Essential
$39
Cloud
per month per seat
Advanced
$99
Cloud
per month per seat
Expert
$139
Cloud
per month per seat
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- 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 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.
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
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 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.
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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Reviews and Ratings
(644)Attribute Ratings
Reviews
(26-50 of 260)Companies can't remove reviews or game the system. Here's why
February 06, 2024
Intercom is mostly useful albeit with a lot of setup and not great support on their end.
My company uses Intercom for support requests, user documentation, and onboarding guides for trialers. It is meant for users to be able to get the help they need without necessarily involving a support person. The Bug and Feature requests that come in through Intercom are tied back to tickets in Jira for tracking and notification when and if a Jira ticket gets picked up.
- Integrates the chatbot with the user documentation for self help by users.
- Onboarding guides help trialers use the app.
- Workflows enable specialized messaging where appropriate per user type.
- The email chains can be confusing as they are not necessarily in order.
- Using the documentation feature for internal docs can be confusing as they can't be in a collection like the public-facing user documentation can be.
- Their support team should track requests and be able to give status updates on them. They do not do this.
February 06, 2024
Intercom Review.
We use it for customer success; a lot of it uses the in-app chat for our customer support.
- In-app chat and organization.
- Easy to navigate UI.
- Easy to implement in-app popups, banners, and surveys.
- CSMs/intercom's customer success team could be more unified -- sometimes we will have a question, and our CSM says that is not something I am sure about.
- Some more robust CRM features would be great.
- Live chat support could be quicker.
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 24, 2024
Intercom 2024 Review
We use it to talk to customers in real time to answer technical and sales questions for them. We can interface with our website and give them direct links to products, order information, quotes, etc. They ca do this without waiting on the phone, and it can be much quicker than back and forth emails.
- Ease of use
- Quick response times
- Macro options
- Appearance settings like font size, colors
January 24, 2024
most useful tool for you
as we use Intercom to give the client a good experiences while taking all the step to have a good connection to our customers and help them in a good way , and make it organized for all our team to have a good handling of the tickets and make it looks fresh as well the support icon
- URL TRACK
- easy development
- full account on the client
- it would be like merge all tickets for 1 client
- send transcript to email
- the macros feature t have "client name on it"
January 22, 2024
Intercom at its best
I use Intercom in our organization as the main tool in communicating with guest and clients via email and chat. We also use it for documentation and creating follow ups. I love how we are able to customize macros and the addition of AI feature for composing messages is just awesome.
- Real time sending of message.
- Almost accurate paraphrasing, correcting grammar and changing the tone of messages using AI.
- I love how we can access messages on someone else bucket for research purposes and for faster coordination.
- Everything is great so far.
- Maybe I would love if to-do process is straightforward. Sometimes it keeps coming back to me when I unassign myself before I can snooze the email.
- Maybe I am doing it wrong.
January 22, 2024
Intercom is a great tool for SaaS products
We use Intercom to support the onboarding and communications with all new trialists and paid plan customers, as well as send out our NPS survey and general marketing emails.
- Series that incorporate both product tours, in-product posts and tooltips with emails.
- Personalised content for different user segments.
- Campaigns that can use both emails and in-product notifications, plus target users based on actions they take.
- More customisation options with email templates
- Additional branding and content option for product tours
- More custom report options
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.
January 09, 2024
Support Specialist review of Intercom
Score 10 out of 10
Vetted Review
Verified User
Replying to emails/chats about billing, account and software issues. We do troubleshooting for different kinds of things, from problems with the interface of vidIQ to refunds and credits.
Intercom serves as the bridge to communicate this to our customers in an efficient and empathetic manner. Especially since the introduction of AI tools
Intercom serves as the bridge to communicate this to our customers in an efficient and empathetic manner. Especially since the introduction of AI tools
- Help with empathy and rephrasing words/phrases that need to be adjusted
- Easy to use platform. It is user-friendly and easy to understand
- Customization: It offers various apps that can be integrated for a better experience, such as translations tools
- The AI tools should have a make shorter option
- The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
- I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
Score 9 out of 10
Vetted Review
Verified User
At Owl Labs, we use Intercom for our live website chat for sales and support. We have Intercom integrated with the rest of our tech stack, including Salesforce, Calendly, and Zoom. While we don't use Intercom for traditional ticketing or knowledge articles, we've found the integrations they offer to meet our needs completely and ensure they work well with our existing use cases.
- Onboarding and Support.
- Documentation
- Integrations
- Many opportunities to lean on AI.
- Navigation is a little bit clunky/confusing at times.
- Wish we had the ability to customize a few features more than we can.
Intercom is used as chat base service for our users, often times to problem solve, respond to inquiries, complaints, and provide great costumer service in a timely & professional manner!
- Easy to manage multiple chats at one time, quickly switching through details of customers.
- Quick organization tools provided to streamline the process of chatting!
- Beautifully designed to stay focused and manage chats!
- Freedom to customize certain features to have the best personal experience!
- A KEY for Keyboard Shortcuts! Lots of combinations can be used, and would help to provide quick clarity on whats what.
- I wish I could save certain layout settings that I prefer.
- I appreciate the options offered, but wish I could save my preference for Chat Layout.
- Easier ability to mute sound from chats notifications.
January 05, 2024
"Intercom: An Awesome Tool You Should Try!"
- Message synchronization is rapid.
- Instant and detailed customer support is swift.
- Customized reports can provide more flexible options and design solutions.
- Although tutorial videos on YouTube can be translated through YouTube's features, some videos may still lack translations. For users who do not have English as their native language, it can be more challenging during the initial learning phase.
January 02, 2024
A key part of our client delivery
We use Intercom to respond to client questions and troubleshoot issues in live time, so that we can provide a timely service to our clients. It also allows us to monitor and respond to clients when the individual responsible for them is busy or out of office. Further, it ensures that a constant line of communication can be open with clients, such that we can be seen as trusted advisors
- Allows clients to interact with the support team in live time
- Messaging to clients directly
- Added features costing extra, such as automations
- Notifications can fail sometimes
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.
Score 8 out of 10
Vetted Review
Verified User
I work as a Customer Service Specialist, and we handle user queries and feedback through the intercom. Our game-fy and social-fy app allows users to connect with users directly through the app. With its polished and user-friendly interface and robust features, Intercom emerges as a holistic solution catering to customer support, marketing automation, and sales outreach needs. We connect with the user and address their queries on blockchain and web3. The Intercom provides a smooth conversation experience. While the platform is generally user-friendly, there is a learning curve, especially for users new to customer messaging platforms. However, the comprehensive documentation and responsive support team help mitigate this challenge.
- Intercom's ability to centralize customer communication is a game-changer.
- Intercom's automation features have saved us time and streamlined workflows.
- Help desk for users.
- Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
- While the platform is generally user-friendly, there is a bit of a learning curve.
- training videos in native languages might help.
- Intercom's pricing can be a bit on the higher side, especially for smaller businesses.
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
December 04, 2023
INTERCOM ALL THE WAY.
Intercom helps our company to communicate with our customers. It helps us bridge gaps to our services that we provide and solve ongoing issues that our customers face everyday. By this, we can come up with a solution right away and it keeps our customer service a very good output.
- Communication
- Efficiency
- Problem-Solving
- Organization
- User Interface
- System updates
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
November 30, 2023
Easy Customer Support!
We are using Intercom to manage support requests in our digital product Casai. Casai is designed to help control annd regulate the economics of construction projects and it can take some time to learn. So our clients contact us if mostly if they are struggling with using the program, need help with certain features or if there are bugs.
- Manage Support Requests
- Working together with colleagues
- Awesome Customer Service
- Easy to learn
- Being able to sort users by name under "All Contacts".
- Improved Filter/Search options for contacts.
November 28, 2023
Amazing all-rounder tool
We use it as a main customer support channel on our platform, and also considering using it as a feedback tool, and CS checklist tool.
- Handels automations
- Great chat handling
- Loads of options to choose
- Become more user friendly
November 27, 2023
A solution for a user-centric support style
Intercom helps us to manage all our customer service and support communications, both reactive and proactive. We receive online chats, WhatsApp messages, and e-mails, all in a single help desk. In this aspect, the most pressing problem Intercom solves for us are the out of office hours queries by users who have a significant time difference with us.
We also house our self-service resources, which helps us to deliver insightful articles at the right time for our users.
We also house our self-service resources, which helps us to deliver insightful articles at the right time for our users.
- Real time conversations via online chat and WhatsApp.
- AI suggestions for online conversations and article enrichment.
- Insightful reports, both default and customized.
- Easy to upload in-app messages, for communicating contingecies for example.
- Easy to integrate to a wide variety of apps.
- Editing tools for articles are a little too basic.
- Not all sorts of messages are available to integrate in series.
- It's not very easy to manage users with multiple companies, also users with more than one profile can't be merged.
- Series, and single messages are not easy to test beforehand, which leads to various trial/error instances.
November 27, 2023
Intercom Review
At our company, we use Intercom to lend a hand to customers who encounter any hiccups while integrating our widgets onto their websites. It's a fantastic tool that allows us to swiftly tackle any issues they face, answer questions, and guide them through the process seamlessly. Our main goal is to ensure that using our widgets is a breeze for them, making their web experience smooth and hassle-free!
- Technical Glitches
- General Support and Guidance:
- Enhanced Multilingual Support
- Integration Challenges