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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…

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Recent Reviews

Intercom Review

10 out of 10
November 27, 2023
Incentivized
At our company, we use Intercom to lend a hand to customers who encounter any hiccups while integrating our widgets onto their websites. …
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How Intercom Differs From Its Competitors

Integrations

We use Intercom for Customer support because it is easy to use and user-friendly as well. I think it is not just useful for the Customer service department but for all the departments out there. Through Intercom, not only tickets are created but business proposals and marketing proposals are sent …
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Integrations

We don't use a lot of tools outside of Intercom. We rarely do check our knowledge base center outside of it so it does not really matter. But it there is. I do believe the intercom will be as much efficient and helpful. Intercom is one of the best tools I have used so far in my 5 years of customer …
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Integrations

The initial installation made it very easy to migrate information from our previous platform. However, it wasn't so smooth for integrations with SF, CS or our own app it has taken up time from our developers team.
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Integrations

In my role as a support engineer, integrating Intercom with other tools is crucial for ensuring a smooth workflow and effective support delivery. At our organization, we leverage Intercom's versatility by integrating it with various tools such as help desk platforms
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Integrations

We got some personalized labels that gets data from our database, these are the most wholesome because we can treat our users based on their use and other parameters we need. Some other tools for scheduling meetings, and much more you can see on their app market place. Everytime I needed was …
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Integrations

So far most of the integration is working, however there will be a lot of adjustment required on the tools level to make sure it is working as expected. API integration is quite flexible and allowing tools which are not native integrated to work.
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Integrations

We have two big integrations with Jira and Trello, which is amazing as a big number of tickets are developer related or a more internal team that needs to action some updates for the user. This allows it to flow straight through to the other teams who then prioritise based on their own rules of …
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Integrations

We use Intercom along our CRM; it helps us visualize a client's or user's most critical information without leaving Intercom. We can get information such as IDs, emails, plan type, date of registration, etc. It is also very easy to integrate with Jira Cloud to keep track of bugs and issues …
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Integrations

As a freelancer and individual contributor, I don't have full visibility. I know there's some direct integration with our product itself, not just for in-product, customer-facing coms and product tours but also for audience targeting. For example, Intercom supports the ability to check attributes …
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Integrations

Our organization has fully leveraged Intercom's capability to integrate seamlessly with other tools in our tech stack. Specifically, we've integrated Intercom with WhatsApp, allowing for a synchronized flow of customer data between platforms. This integration ensures that our sales and support …
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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
  • Organize and prioritize service tickets (71)
    8.4
    84%
  • External knowledge base (80)
    8.0
    80%
  • Ticket creation and submission (75)
    7.9
    79%
  • Ticket response (77)
    7.4
    74%

Reviewer Pros & Cons

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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
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.9
Avg 8.1

Self Help Community

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

8
Avg 8.0

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.

8.1
Avg 8.0
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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 Videos

Intercom Integrations

Intercom Competitors

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).

Intercom Downloadables

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).
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Comparisons

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Reviews and Ratings

(566)

Attribute Ratings

Reviews

(1-25 of 222)
Companies can't remove reviews or game the system. Here's why
December 07, 2023

With its polished and user-friendly interface coupled with robust features, Intercom emerges as a holistic solution catering to customer support, marketing automation, and sales outreach needs.

Verified User
Employee in Customer Service
Information Technology & Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
It is well suited for a web3 space, social media, or technology service company as it connects the users directly with the clients and is very user-friendly in my case. However, for small businesses, it can be higher in price, but in the end, it is always worth it.
December 06, 2023

AI Integration Is Amazing

Lily Goff | TrustRadius Reviewer
Lily Goff
Administrative Services Manager
Drift Limits (Events Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is ideal for companies that have a large influx of customer questions, especially repetitive questions such as "Do you accept gift vouchers", the ability to "train" the bot to answer these questions correctly and feed it information is amazing and reduces the amount of emails our team receive/need to reply to.
This also speeds up and improves our overall customer service.
December 04, 2023

INTERCOM ALL THE WAY.

Verified User
Analyst in Customer Service
Accounting Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In our industry, we do need a tool that will help us communicate with our customers and address their issues. Intercom does everything for us. It helps us organize our chats and keeps our team in tact while tackling a lot of issues with our customers. Indeed, intercom is a helpful tool.
November 30, 2023

Easy Customer Support!

Albin Nerentoft | TrustRadius Reviewer
Albin Nerentoft
Surveyor/ Customer Success Manager
Diagona (Construction, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have only been using Intercom for a couple of weeks, but it is really easy to use and it has been a great tool for managing our clients that are reaching out for support. I love that it is built in to your own website so that it is easy for the users to find.
November 27, 2023

A solution for a user-centric support style

LA
Lucía Achigar
Support team lead
Bunker DB (Information Technology & Services, 51-200 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom has proven very useful to let our users know whenever we're having outage issues with providers or the platform itself. It is very easy to upload messages that'll be delivered to all users instantly.
The way Intercom defines and captures visitors/leads/users through its widget, is a little different from what we consider to be visitors/leads/users, so we can't fully depend on Intercom to segment our database.
November 27, 2023

Intercom Review

Verified User
Engineer in Customer Service
Consumer Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Providing immediate assistance to customers. For instance, when a user encounters an issue while navigating a website or using an app, Intercom's live chat feature enables instant communication, allowing support agents to address problems swiftly and guide users in real-time.
Delivering tailored messages and personalized interactions.
Intercom facilitates gathering feedback from users at various touch points.
November 27, 2023

Pretty Satisfied

Ismael Nascimento | TrustRadius Reviewer
Ismael Nascimento
Project Analyst and International Operations
Reportei (Computer Software, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I wouldn't recommend to companies that would see it as an expense. Using Intercom is an investment, and the more you use it, the better your Customer Experience will be.
It makes a lot of sense to have all their features, this will make both sides (you and your CS Team & end users) run smoothly. Be aware that they will charge for leads saved on their platform, so I would suggest having only active users live on your account while former trials and top-of-the-funnel leads could be stored in another place with cheaper costs.
November 27, 2023

A review for customer support

Verified User
Manager in Customer Service
Information Technology & Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would say 8, what is lacking from Intercom to be 10 are as follows:
1. Product support responsiveness, there is no immediate response from Intercom
2. High breakdown frequency, always have latency issue or the whole tool breakdown which impact business
3. Limited support channel, no voice call or email. You will have to use intercom chat tool to reach out to support, in the event of emergency you are on your own since their response is slow.
4. No business continuity plan function in the event of downtime, all business will stuck in the event of Intercom downtime
November 22, 2023

Very Useful to Have

Richa Khera | TrustRadius Reviewer
Richa Khera
Manager Design Research
ANZ (Banking, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It was super easy to design the survey through the templates they offer. However, someone who is not an expert with the software can struggle when launching and testing this out. It also has very specific use of short survey data collection, if you want to collect something longer and longitudinally over time this tool is not the best for that.
November 17, 2023

Great Customer Support Tool

Verified User
Manager in Customer Service
Sports Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a customer support team that needs to be able to communicate effectively, this is the product for you. Also, if you are managing multiple systems and you need tickets to go to specific teams, this is a fantastic tool to accomplish that. It is also great to be able to receive support emails and online chats all in one place.
November 13, 2023

Wouldn't use anything else!

Verified User
Account Manager in Customer Service
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is really good for allowing customers to get an immediate response to questions they might have about how to use a service because it saves them emailing a particular person who might be busy, because instead they get a response from anyone on the team who has seen the message.
November 07, 2023

Good tool with room for improvement to easily become the best asset

Medolago Alessandra | TrustRadius Reviewer
Medolago Alessandra
Customer service
Plateform (Marketing & Advertising, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Very well suited for customers that are easygoing, as the chat channel is immediate and more friendly. Less suited when customers expect a "real person" response and find the robot instead, as it is not so clear to them when we are live apparently, and also because we cannot see what they are typing in advance
November 02, 2023

Support Simplified

Verified User
Analyst in Customer Service
Computer Software Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
A user ticket comes in and immediately I know because of the attributes what needs to be actioned, shared or prioritised.

Inadvertently, users sometimes raise tickets in the wrong section so that cancels out the purpose of self serving ticketing, but it simply means an extra step for me to manually send it through to the right team.
November 02, 2023

Intercom from customer support perspective

Verified User
Team Lead in Customer Service
Financial Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We were able to advertise a product to only hand-picked audience.
Helped improve our customer support KPI metrics significantly as compared to the previous system.
Put together an initiative to reward the best survey agent at the end of each month.
Helped identify which agent is excelling and lacking in certain areas.
October 25, 2023

Intercom Supports Support Teams!

Verified User
Employee in Sales
Financial Services Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I find the UI on both the inbound and customer service side to be extremely intuitive and easy to understand. The ability to send pictures, gifs, and videos, is extremely helpful because we can send how-to examples quite easily instead of trying to describe everything.
October 17, 2023

Great Customer Support tool

Verified User
Representative in Customer Service
Computer Software Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Intercom is an excellent tool if you are in a customer-facing role since it makes it easier to interact with users of our platform and very easy to access their data. It's also great for them to send us screenshots, screen-recording, or links to see the issues they're facing. It's also easy to create different squads for each department and it makes it really easy to change the ticket from one team's inbox to another. It's also amazing for getting data on customer satisfaction or the team's performance regarding response times.
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