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Intercom

Intercom

Overview

What is Intercom?

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

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Learn from top reviewers

Intercom review, a quick glance

Rating: 8 out of 10
January 14, 2025
IncentivizedVetted ReviewVerified User
We use Intercom as the primary source of contact with our customers. With the intention of fazing out Jira for our service desk and enabling AI-assisted customer support. Ever...
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Ray Zwankhuizen
Manager - Information Technology
Product Manager
Vurbis
Intercom1 year of experience
Verified on LinkedIn

Wanna know how Intercom can help? (read!)

Rating: 10 out of 10
January 12, 2025
IncentivizedVetted ReviewVerified User
We use Intercom to help our experts answer the tickets routed to them. With the help of Intercom, they can ask us for assistance if they can't find an answer or don't know how...
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Sunday Tejada
Employee - Customer Service
People Operations Coordinator
Simplr
Intercom2 years of experience

Intercom Supports Product Managers

Rating: 10 out of 10
November 18, 2024
IncentivizedVetted ReviewVerified User
I use Intercom in my capacity as a product manager. I rely on the Proactive messaging features to deliver timely feature announcements, product guidance and feature updates. I...
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Chelsea Kharakozova
Team Lead - Product Management
Senior Product Manager
Blueprint Test Prep
Intercom3 years of experience

To bring your vision into reality.

Rating: 10 out of 10
October 26, 2024
IncentivizedVetted ReviewVerified User
I use it throughout my entire customer journey, both for proactive engagement and for onboarding, service, issues, improvements, and even to manage the sale of additional prod...
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Davi Pegoraro
Manager - Customer Service
Head of customer success
Clínica nas Nuvens
Intercom6 years of experience

Powerful and adaptable communications manager.

Rating: 10 out of 10
October 23, 2024
IncentivizedVetted ReviewVerified User
I've used Intercom for several years at multiple companies. Currently, my main use case is managing one-time and ongoing messaging campaigns to users enriched with custom data...
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Eben Marks
Employee - Product Management
Product Owner
ConnectWise
Intercom7 years of experience
Verified on LinkedIn
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How Intercom Differs From Its Competitors

Integrations

We use Intercom to keep our experts' records. We also use it to create cases to address feedback from the partners that we are supporting. We also extracted data from Intercom to view the trends in our network better. This also helps us keep track of our specialist's performances.
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Integrations

Yes, Intercom offers many integrations, and the best part is its API, which gives us total flexibility for generating reports. We use Intercom alongside other tools in our tech stack, seamlessly integrating them to enhance our workflows, improve communication across platforms, and ensure all our …
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Integrations

We had to create connections between Intercom and our legacy systems, especially because of the limited support for companies Intercom provides. Also we're looking at the Jira Service Desk connection, that could do with more extensive documentation.
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Integrations

I usually integrate Intercom with Hubspot, or Salesforce. We have mixpanel integrations as well. It is usually pretty easy integration. The only problem I saw was no connection with woocommerce.
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Integrations

We have it integrated into our app, Salesforce, and Calendly. It would be nice if the Calendly integration offered more flexibility for what can and can't be booked through the Intercom messenger.
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Integrations

We are well aware of the possibilities of integrating Intercom with our tools in our stack, but the specifics of our use case mean that it's not really necessary/relevant to us beyond a basic email and call integration.
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Integrations

Our biggest and most commonly used integration is with SalesForces. The integration itself is very simple to set up and change, although rather basic. We wish the integration with TalkDesk would've been better, too - but that may be on their side and not Intercom's necessarily. Our internal …
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Integrations

We use Intercom with Stripe and Hubspot.
Our hubspot contact is synchronized with hubspot, so we can easily create trigger in hubspot based on Intercom event.
We track every euros that is spend in our application with stripe integration.
those integrations is very usefull when you are in a …
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Integrations

We use it with Asana and Slack. We found the Slack integration very useful, and we use it all the time. For the Asana one, we think it would be better if the integration allowed intercom users to create Asana tickets right on the Intercom side. This would help our ticket management and speed.
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Integrations

We integrate it into our web, Android, and iOS properties, where customers can chat with us directly. We also incorporate Intercom into other platforms, such as Stripe and GitHub, to exchange key information in certain processes requiring feedback and initiate actions on these platforms. Finally, …
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Integrations

It helps us work proficiently and be productive in our everyday work routine. Having Intercom as a one-stop shop made our lives easier. Intercom is a game changer in today's modern era. It's easy to work with our Salesforce and website accounts, having them related to and synced with our tools.
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Integrations

My organization handles it very well. We have so many people using Intercom as their main app, and all I can say is that it's very comfortable to use. I don't think there would be a need for so many people to use it as their main app in this timely manner.
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Integrations

The (not-so) recent whatsapp intergration finally removed our only channel which wasn't integrated to Intercom yet. We now solely handle customer queries and tickets from Intercom, often using Intercom to send outbound emails instead of from outlook. Intercom is bound with our SAP and backend …
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Integrations

We use some automations outside Intercom with n8n. But unfortunately we cant use Intercom to send whatsapp active templates with variables, this resource is very important to us.
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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

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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

8
Avg 7.9

Self Help Community

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

7.8
Avg 7.8

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 7.7
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Product Details

What is Intercom?

Intercom brings AI-first Customer Service to improve experiences for customers, support agents, and managers. The AI-first platform is built on a single AI system, with three major components:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant responses, 24/7, to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Intercom states that customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, currently use Intercom to deliver efficient and personal customer experiences at scale.

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 AI Agent - The agent resolves 50% of support volume.Screenshot of AI Copilot - A personal AI assistant for every support agent.Screenshot of Omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Tickets - Intercom tickets are designed for collaboration so complex issues are resolved faster.Screenshot of Help Center - The help center powers AI and self-serve support.Screenshot of Workflows - Automations are built using the Intercom no code visual builder.

Intercom Video

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).

Frequently Asked Questions

Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.

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

Reviewers rate Email support highest, with a score of 9.

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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 312)

Wanna know how Intercom can help? (read!)

Rating: 10 out of 10
Incentivized
January 12, 2025
ST
Sunday Tejada
People Operations Coordinator
Simplr (Consumer Services, 51-200 employees)
Vetted Review
Verified User
Intercom
2 years of experience
Likelihood to Recommend
I would say that the Intercom is best suited for chat services. It can cater to multiple chats at the same time. It can be real-time, or it can be an email ticket. If you're fond of organized reporting, using Intercom or having it integrated into your tools would be best.

Intercom Supports Product Managers

Rating: 10 out of 10
Incentivized
November 18, 2024
Likelihood to Recommend
Intercom is phenomenal for connecting with customers quickly and elegantly. It is also highly effective at leveraging AI to "learn" from help articles to provide precise answers to customers who chat it. This saves me, a product manager, a lot of time answering individual questions from sales and service team members.

For deeper analysis of customer behavior, Intercom is not my preferred tool.

To bring your vision into reality.

Rating: 10 out of 10
Incentivized
October 26, 2024
DP
Davi Pegoraro
Head of customer success
Clínica nas Nuvens (Medical Practice, 501-1000 employees)
Vetted Review
Verified User
Intercom
6 years of experience
View profile
Likelihood to Recommend
I will recommend it to all companies that need to implement integrated omnichannel communication and want to tie it to their product and transform their usage journey, making it assertive and dynamic. It's amazing for technology companies, but I can see it working in any niche. You need to create your journey.

Powerful and adaptable communications manager.

Rating: 10 out of 10
Incentivized
October 23, 2024
Likelihood to Recommend
Intercom is the best tool I've used for syncing data from our product about individual users and companies and creating messaging based on that. It works well for both one-time messaging blasts and personalized drip campaigns, such as onboarding or reactivation email journeys. I would always recommend it for that use. I haven't used Intercom for high-volume two-way communication for a long time, so I'm less sure about that side, but I recommend that people consider it.
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