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
View PricingOverview
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…
Recent Reviews
How Intercom Differs From Its Competitors
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
- Email support (105)8.888%
- Ticket creation and submission (104)8.383%
- Ticket response (109)7.878%
- External knowledge base (114)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
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
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).
Comparisons
Compare with
Reviews and Ratings
(645)Attribute Ratings
Reviews
(1-25 of 189)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 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
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 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
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 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 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
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 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
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 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 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.