Intercom

Intercom

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Top Rated
Top Rated
Intercom

Overview

Reviews

Increase Communication with Intercom

8
Intercom is used primarily by our marketing team in order to engage visitors to our website. This in turn helps support sales by creating …
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Live chat customer service scaled properly!

9
Intercom is a telecommunications platform that we are using to manage chats as a system to help customers who need help. It is being used …
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Intercom Review

9
Intercom is used as a support widget for us. It helps to address problems that new leads faces and ensure that we have a quick response …
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Support for all levels of tech

8
We are using Intercom as a way for our members to contact support and success departments regarding questions and concerns when using our …
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A great tool to engage customers

8
We are an Ed-Tech Start-up. We provide courses on various topics like App development, website development (Frontend and Backend), Cloud, …
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Great product for chat like support

9
We were using Intercom for customer service purposes at 2 of the companies I have worked at. It was used by customer support, product, and …
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Reviewer Pros & Cons

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Pricing

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Start

$39

Cloud
per month

Grow

$99

Cloud
per month

Product Tours

$199

Cloud
per month

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 Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Intercom?

Intercom is a Customer Communications Platform.

Intercom aims to help users build better customer relationships through personalized, messenger-based experiences across the customer journey. The vendor boasts companies like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.

What sets Intercom apart?
The vendor states Intercom is built to provide everything teams needs to provide personal experiences to every customer—consistently and at scale.
  • Business Messenger: Drive action and resolutions with chat, interactive apps, conversational bots, and product tours.
  • Management tools: Manage multichannel customer interactions at scale with collaborative inboxes, automated workflows, and reporting.
  • Customer data platform: Target, personalize, and contextualize every interaction with behavioral and customer data from across the stack.
  • Apps & integrations: Automate actions in conversations, sync data between tools and connect to an existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces.

Intercom Screenshots

Intercom Video

Intercom Downloadables

Intercom Integrations

Intercom Competitors

Intercom Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android
Supported LanguagesArabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.

Alternatives

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Frequently Asked Questions

What is Intercom?

Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.

What is Intercom's best feature?

Reviewers rate Implementation Rating highest, with a score of 10.

Who uses Intercom?

The most common users of Intercom are from Small Businesses and the Computer Software industry.

Reviews

(1-25 of 65)
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Will Goad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I have also utilized Zendesk and YouTrack for ticketing. Intercom was chosen because of price and ease of use. Additionally, if you are integrating chat into your application, it is easier to plug in than Zendesk.

I think that Intercom's ease of use and cost will likely outweigh some of the challenges (support ticketing).
Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Before we had Zendesk as the main customer care system, but it wasn't the ideal tool for us. Tickets could be assigned to different people there was no certainty for the customer if he was gonna have an answer or a solution at the moment. Intercom in the other hand gives that certainty because you see the agents connected and agents can follow-up specifica customer until they solve the situation so the customer feels that we care. Also tried Zopim and smoochio in order to do a multichannel solution for us but at the end Intercom had already built in the solution we were looking for
Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Access customer behavioral data from a single system that will help in personalizing and targeting customer interactions. Communicate with your customers via targeted in-app messages and behavioral-driven emails so that customer acquisition and onboarding is made a smooth process.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I have never used any other products like Intercom but I have been on other companies' websites and used their chat features. I can say that based off what I have seen on other companies' websites, Intercom is good but could be better. Some companies have very interactive chats with a lot of functions within them. So far, Intercom is good, but in order to activate more futures, you need to continue to upgrade, which is very costly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It wasn't listed up there but Salesforce also has a program called Digital Engagement outside of Pardot that is its very own chat bot. The support that you get with Salesforce products can be a bit hit or miss, as well it is generally more expensive than programs like Intercom. The integration can't be beat, to be sure, but unless your chat bot is receiving dozens of messages a day the limitations of the Intercom-Salesforce integration are negligible the price of changing over to a new platform, having to work with a Salesforce specialist, and the literal price itself.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We tried to switch to HelpScout in past however, that is purely for support and inbox management compared to Intercom which does a lot more and hence, our company had to come back to Intercom. We have not evaluated other softwares in the market yet because we already hold massive data in Intercom that would be hard to export, and import into another software.
May 29, 2021

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is definitely more user friendly. It has an easier learning curve and implementation as compare to live agent as a support desk. Costwise it is about the same for both platform. But intercom is definitely something that is easy for us to implement. Great that everything is happenin well for us after switching from LiveAgent
Score 8 out of 10
Vetted Review
Verified User
Review Source
There are so many more features Intercom offers compared to Groove, such as product tours and chat support. It's also much easier to navigate compared to Groove. There are still similar features like email support and frequently asked questions articles. However, you can implement apps with Intercom, enhancing your support outreach.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom provides amazing quality of support. Although sometimes they might take few hours to respond but the response that you would receive will be very satisfactory and to the point. It has everything that a user needs. They are easy to do business with. Setting up the software on your PC is also very easy with proper walkthroughs.
Score 5 out of 10
Vetted Review
Verified User
Review Source
We selected Intercom because at the time, it was the only tool available that offered inbox functionality, help docs, and campaign features all in one product. We stayed with them for so long, despite the convoluted and expensive pricing, because it would have been equally costly (time-wise and expertise cost) to switch everything to a different tool, given how enmeshed our integration was with other processes at the company.
Score 8 out of 10
Vetted Review
Verified User
Review Source
tawk.to is better than intercom when it comes to ease of use, setup and customer support, while Intercom is better in terms of features like notification, targeted emails and database. Live Chat when compared to Intercom is again useful in terms of ease of use, setup, admin usage and quality of support. Zendesk is mainly used by Mid-market businesses (due to its pricing) though I won't say start-ups don't use, since we had the opportunity to use it for over 6-8 months.
Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have evaluated Zendesk multiple times, however, ultimately, their lack of support for React-based apps meant that the cost of setup was not going to be worth it for us.

Zendesk also appears to be a number of products that have been haphazardly glued together rather than a single cohesive solution.

It does, however, seem better suited for complex ticket management situations, that involve coordination across multiple teams - i.e. support and engineers.
Veronika Baranovska | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
Intercom is right in the middle of HubSpot and Drift. It would work well for a business just starting out, but you'd want something a little more robust later down the line.

If you want an all-inclusive marketing automation tool and have the budget, HubSpot is still my favourite tool.
If you already have a great CRM and live chat is a HUGE channel for generating leads for you, Drift would be stronger.
If you want an all-round marketing tool to do a little bit of everything (from marketing to sales & support), choose Intercom.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom very different because I think Zendesk is way more email-based and doesn't have that chat feature mentality to it. However, Zendesk does have much more robust reporting and tagging opportunities, which was very helpful for us. I would say they are both excellent solutions just for a different type of companies
Manan Vora | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom's UI/UX was the first reason why we decided to go with the product. After signing up, they made it very simple for us to start using, customizing and eventually scaling with the product. The automation, targetted messaging, engagement processes, etc. were incomparable at the time, which made it an easy decision for us to pick Intercom.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I use all three of these platforms in unison so it is difficult to decide which is best. I do think that I like Intercom the best visually as well as it is very user-friendly. I would say that my least favorite one to deal with would be Talkdesk but that is because I use it the least. Zendesk is very easy to use for emailing customers. Basically, we have chat, email, and phones covered and connected with all 3 software.
Ben Gelsey | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Drift
We ended up using Intercom because one of our team members had used it in the past. After using Intercom on our site for a while, we learned about Drift which seems like a good option since they have a forever-free plan. However, ultimately the quality of the chats from our users went downhill and thus we decided to remove the realtime chat functionality from our website entirely.