Skip to main content
TrustRadius
Intercom

Intercom

Overview

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…

Read more
Recent Reviews

Good Product

9 out of 10
March 26, 2024
Incentivized
I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions …
Continue reading

Works good!

8 out of 10
March 08, 2024
Incentivized
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 …
Continue reading

Intercom

7 out of 10
February 29, 2024
Incentivized
I use Intercom in order to respond to customers' questions and issues involved in interacting with our app, and to resolve billing and …
Continue reading

Hard to top!

10 out of 10
February 19, 2024
Incentivized
Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages …
Continue reading

Intercom review

10 out of 10
February 12, 2024
Incentivized
I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I …
Continue reading

A Masterpiece.

9 out of 10
February 07, 2024
Incentivized
As client support, we do what our clients need to do, like their tasks, schedules, and adjustments on their accounts. We gave them …
Continue reading
Read all reviews

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

View all 13 features
  • Email support (96)
    8.5
    85%
  • Ticket creation and submission (96)
    8.0
    80%
  • External knowledge base (106)
    7.6
    76%
  • Ticket response (101)
    7.4
    74%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all 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
Return to navigation

Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.5
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.2
Avg 7.7
Return to navigation

Product Details

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.

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

Screenshot of Support Bots: Intercom brings upleveled support automation that scales support teams by resolving 33% of common questions.Screenshot of Shared Inbox: From quick to complex questions, the Intercom Inbox workflows helps resolve issues in real time and improve team efficiency—without sacrificing CSAT.Screenshot of Product Tours: Connect the dots from sign-up to success with Intercom' interactive product tours.Screenshot of Campaign Builder: Series, Intercom's visual campaign builder, lets users send cohesive messages across channels—inside the app and out.Screenshot of Intercom Surveys: In-context customer surveys, Intercom Surveys connects users to valuable customer insights—and then helps to turn those insights into action, automatically.Screenshot of The Intercom MessengerScreenshot of Advanced Ticketing

Intercom Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
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, 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.

Zendesk Suite, Freshdesk, and HubSpot Service Hub are common alternatives for Intercom.

Reviewers rate Help Desk CRM integration highest, with a score of 8.7.

The most common users of Intercom are from Small Businesses (1-50 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(636)

Attribute Ratings

Reviews

(1-25 of 179)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use this product with other products, but I enjoy using Intercom for our product as it's way more functional and easier to use than other platforms. I was not involved in the direct choice of using this platform, but I am happy with the decision as it is very easy for this team and me.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Customerly had a better chat widget design and easier to understand management screen, but it didn't have Japanese support, so I chose Intercom. I have used Zendesk in the past and considered it, but I decided to use Intercom because it was difficult to segment users and show/hide chat widgets according to segments, which is easy to do with Intercom. Zendesk has a function to create an inquiry form that automatically generates tickets, and it was convenient, so I would like to have it on Intercom as well. Also, I use a Japanese tool called KARTE, but Intercom is better in that it allows segmentation by company and makes it easier to search for users.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
ManyChat does not permit i use a chatbot on my site, and Botpress don't permit a agent on the loop when i'm looking for a chatbot, i'm needing one with the possiblitie to change the conversation to a live person from bot. Intercom helps me in these and on a lot of other features
January 22, 2024

Intercom at its best

Score 9 out of 10
Vetted Review
Verified User
Incentivized
I have used Microsoft outlook before in my previous company and it can only be used to email. I have also used gmail and it was all over the place. Somewhat hard to navigate and familiarize with. Integration with other tool was difficult. On the other hand Intercom have the best of both.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We used to use HubSpot to communicate with leads via their live chat tool and also message our client points of contact. We then used Mailchimp to communicate with our entire user-base. With Intercom we no longer need either of those tools.
Score 10 out of 10
Vetted Review
Verified User
I didn't make the call. It was my manager or leadership who decided that, so this one does not apply to me, unfortunately. However, as I've mentioned, it should've been for ease of use and efficiency. The exact reasons are not disclosed to me. Great job Intercom you're doing it great
Jeanette Wiley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We've used both Drift and Salesforce chat at Owl Labs in the past, and I didn't find them to meet our needs or customer needs the way Intercom has been able to. Intercom ranks higher for us regarding Integrations offered, customization, AI functionality, and user-friendliness. In the past, if chat visitors would click around our website, they'd have to start their chat over again from the start and lose their communication history with us. We also found that Salesforce chat did not have enough customization that we needed. One small example is that in Intercom, you can see when another teammate is looking at a chat and tag them in notes to collaborate. We didn't have access to anything like that when using Salesforce chat. Intercom has made it easy to work alongside one another to be more efficient.
December 22, 2023

December blues

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We prefer to use Intercom for communications in general since we can keep all in one place. However, we were using other features in CZ instead of intercom e.g journeys instead of series for onboarding since the ones created in Intercom didn't have great engagement
Score 8 out of 10
Vetted Review
Verified User
Zendesk Chat provides live chat functionality and is part of the larger Zendesk suite, which includes customer support and ticketing solutions. However, we chose Intercom after careful consideration of our specific needs, budget, and the level of integration with our existing tools. So all in all, Intercom was helpful and suitable.
December 06, 2023

AI Integration Is Amazing

Lily Goff | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Zendesk was very slow and clunky to operate.
The system often bugged out and the assigning of emails was poor at best, once assigned it would be very hard to find that ticket again unless it was assigned to you directly.
The search function and live chat function of Zendesk were more streamline and smoother than Intercom.
December 04, 2023

INTERCOM ALL THE WAY.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
In our industry, we do have a lot of customer outside of the US that speaks a different language. Lokalise and intercom helps us to translate the chats or emails from one language to another. This helps us to communicate effectively with our consumers and solve their issues or problems right away.
Return to navigation