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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$39
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per month per seat
Advanced
$99
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per month per seat
Expert
$139
Cloud
per month per seat
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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
(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
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 15, 2024
Intercom is the best for customer support
In my organization we use Intercom to offer service to our clients, resolve their doubts, offer advice and carry out outreach activities.
- It organizes the conversation threads with users very well, keeping all the relevant information on a single screen.
- allows you to customize the interface to make the operator's work easier
- It has many reporting options to analyze the results
- shortcut key combinations
- more search options among conversations
April 11, 2024
Amazing Product and User Friendly!
We use Intercom to chat with our customers and assist in trouble shooting products, explaining in detail about products and create quotes. This is our main instrument for communication and it is used daily. We use the side conversations email, snooze and creates cases functions.
- organizes multiple chats
- provides extensive details of account information
- provides great shortcut options
- give better alert options when customer is responding in chat
- add different color options for backgrounds to separate menus
- add pop up chats to separate chat window
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 10, 2024
Intercom is good for financial services companies
We use Intercom to manage investor communications, guide users through onboarding, ask questions to our investor relations team, and for help center articles.
- Reporting has improved dramatically over the past year
- Take feedback from their users and implement the changes
- Organizes teams and flows easily
- Macros and shortcuts are easy to use
- Merging accounts and the duplication of messages
- Making chat vs. email more clear
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.
April 01, 2024
High Cost, Low Value
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 terrible. the Cust Success Rep refuses to give his contact info and you always have to escalate the issue to his manager for a response. time will tell if they will remain with us past contract renewal, but at the moment i would vote against. PS> their integrations are very limited... check carefully if need any APIs.
- requires you to work without their support
- does not provide you with help post support
- limits the APIs you can work with
- Much better customer support
- Your dedicated success rep should provide their contact info
- invest in launch, versus going straight to more add on sales (then they call you right away)
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 26, 2024
Good Product
I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions that we address through internal investigation, like for example issues they have, new features, etc.
- Real-time communication
- Easy to use
- Clear interface
- Sound notification when a message comes
- Organize messages in categories
- Better sound alert when a message comes
- Ability to change messages after sent
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
March 08, 2024
Works good!
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 further contact with each customer. As an organization, we use FIN. I also use filtering. Can't forget about macro too.
- Snoozing
- Filtering customers
- Workflow
- View
- Mark as unread (bolded text)
- Search engine
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 23, 2024
I like using Intercom and you will too!
We use Intercom for all customer communications and marketing emails. We strongly leverage the in-app communication and the help article feature. At this time, we do not use the chatbot feature, but we would be interested in it in the future. We used to use the rules feature, and I am trying to update these so we can use the platform more efficiently. I really enjoy Intercom as its interface is very easy to use and comfortable to learn. The addition of AI tools also helps make communication with customers on all scales (short & quick, to long and drawn-out) very easy to manage and complete. I don't have too much feedback in terms of recommendations, as we currently do not use enough of the features to critique them.
- Sort and manage in-app conversation.
- Leverage specific tags and filters to allow seamless transitions between products.
- Allow great visibility between users and leads.
- Possibly better languages support.
- Don't use enough feature to provide RFI.
- Nothing to add.
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
Intercom helped us more to getting started
Setting up Customer Service Management, Chat and Email ticketing support, creating internal and external knowledge base and integrating different third-party software to connect data from another software and do the transaction through Intercom. The only issue that I can think of, whenever we need support, the response from your customer service does not respond right away.
- Email Ticketing
- CRM
- Internal and External Knowledge base
- Customer Service Management
- Customer Support
- Placeholder
- CS portal
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 07, 2024
A Masterpiece.
As client support, we do what our clients need to do, like their tasks, schedules, and adjustments on their accounts. We gave them instructions, suggestions, and recommendations through the intercom so we could easily communicate with them by email. Their accounts and members are the product addresses that we need to do.
- Easily balanced assigned to our team.
- Get efficiency on what articles we need.
- Please create a new conversation with our clients.
- We can see if they read our emails.
- The snooze option.
- SLA
- The notification for all tickets.
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)