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 84)
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Will Goad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
If your product is simple and intuitive and your service requests can be solved in a quick chat, Intercom is excellent at solving customer success challenges. Additionally, the ability to recommend articles housed in Intercom is very valuable.

The searching is extremely helpful and easy to use.

Creating articles is SOOO easy. I can easily add video, images, text, etc. and publish the article quickly.
Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
I always recommend Intercom for implementation where you have to care about your customer If you have a customer-first policy no matter the channel the customer is trying to reach you, then Intercom should be your tool. In our case Bussi is a Mobility as a service platform, our users (the passengers) reach out from several channels and no matter the channel we can follow-up on the specific case and they are happy to solve the problem at the moment. If you are more like an old fashion domain web server seller where your customer is ok raising a support ticketing and wait up to 24 hours for an answer then just go with the ticketing but if your business is dynamic then go with intercom.
Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is useful in engaging site visitors and converting them into customers. You can use it to message customers, group them together and store data about them, and also understand where your customers come from and how many times they have visited your site.
Hayden Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
1. Incredible for real time lead qualification and prioritization as long as you have some predictive intelligence from a tool like MadKudu connected to Intercom as well.
2. Great place to push automation and AI to improve the website visitor experience.
3. It may not be suitable for certain industries.
Gunjan Marwah | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
In a small but quickly growing team, it is important that the volume of inbound requests is routed appropriately and automated efficiently so that only the most business critical requests are routed to a human. Intercom helps facilitate this in an easy-to-set-up fashion, and the data integrations with our platform and CRM help us make the right decisions when revamping it on an ongoing basis.
Score 8 out of 10
Vetted Review
Verified User
Review Source
I would say that Intercom is great for chatting or directing customers through your website. We have a dedicated group that takes care of customers who are looking for quotes through our website. Instead of calling in, they can send us some information via Intercom chat and we respond fairly quickly. Many people don't have the option to call in during work hours, so Intercom provides the platform for us to work with those customers via chat. Of course there are still customers who prefer to talk to someone on the phone. Sometimes a message doesn't come off as clear as when you can talk to someone and communicate via phone. It's easier to establish a relationship with some customers when they can talk to us and feel our urgency to help them. This is something that, personally, I feel chat can't do.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I recommend using Intercom for companies that need to communicate with their customers/users quickly, directly and assertively. The Intercom is very adaptable and works well when inserted into other systems. It is compatible with the vast majority of them. I can't think of a scenario where Intercom cannot be used.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is great for businesses that see the use in having a chat bot, or drip campaign to maintain relationships with their clients, but don't necessarily have the funds to support a larger scale operation. Having someone on your team that is already familiar with the product is a huge benefit as the training to get going on it can take a white glove approach due to the customizability of every businesses marketing and communication needs. I wouldn't necessarily suggest it to larger companies who require an explicit integration with SalesForce, unless they have the man power to have someone dedicated to verifying shared information to maintain integrity in the data/segmentation/frequency of engagement.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is great for scaling support across many users beyond traditional support tickets. It allows for real-time problem resolution allowing for happy customers. This allows for product support to be delivered in a way where fewer tickets are opened and pending and the support success rate stays high.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Intercom is well-suited for marketing, support as well as the technical team however, there are some issues that I would want them to address like the Inbox screen gets a bit messy, customer support responsiveness, and the help articles definitely need a lot of improvement. For example, [I feel like] the Inbox screen does not look good, needs better management when handling multiple chats. The emails in Inbox when received, do not look that great and appealing as much as live chat does. Help articles needs sectioning, and much more (not an expert in this area but surely it does need improvement).
May 29, 2021

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
If you have a very big customer facing service, this is one platform that will definitely help to streamline your support ticket and process. Having intercom has greatly reduced the time we get back to our clients on support. Really a great initiative if you ask me. It is less appropriate if you have alot of support ticket that will require video help.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Intercom is well suited for those who are looking to help direct people to various places on their website based on need. The chatbot can be very helpful when someone is coming and looking for something specific or if you have frequently asked questions from your website visitors that Intercom can quickly direct them to the right answer.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Intercom is perfect for support teams. Any company that needs to provide a seamless user experience can benefit from Intercom. If you want to have simple support via email and chat, this is a good product. It's not perfect, however. It's easy to use, but more advanced users may be frustrated by the lack of editability for certain features.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We can address a large number of customer issues by directly interacting with them. Although there are few restrictions like you cannot take control over the notifications. You cannot specifically set the users who should receive notifications and the ones who shouldn’t. All and all it has been a great experience.
Score 5 out of 10
Vetted Review
Verified User
Review Source
Intercom is well-suited for mid-to-large sized Customer Experience and Marketing Sales teams that can take full advantage of their wide array of features, and the ability to assign permissions by person or team is robust.

For smaller companies, this product is very expensive compared to the value provided. Lower-cost alternatives that are also easier to use and less bloated (albeit with fewer features) would be recommended for smaller teams.
Score 8 out of 10
Vetted Review
Verified User
Review Source
One of the best feature is the ability to filter questions based on preference (like which support team needs to handle), say the HR team or Operations team. It is already filtered by only members from that particular team needs to take care of the message. [However, in some situations] after the query is solved, it becomes difficult to identify if the customer has more issues. This feature can be added and becomes handy when a lot of queries are being asked.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Enterprises dealing directly with customers will be more apt to use Intercom, as it is really a good software. Plus, it encompasses everything (if you are looking for a tool that does everything related to CRM).

It is a great tool for online businesses that rely on online sales.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Very well suited to guide customers through easy resolutions/products and capabilities. Takes load off our inbound sales team and customer services team. Chat is useful this way. However inbound sales conversion rate was higher through phone reps rather than leads acquired through just chat. A personal connection goes a long way.
Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is well suited to teams that need to get a support solution live in a very short space of time. It took us less than 10 minutes to get it set up and running.

We have however found limitations when trying to manage ongoing issues or for categorizing feature requests - i.e. it does not handle complex ticketing needs particularly well.
Veronika Baranovska | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
If you work in SaaS or e-commerce and want to have a solid live chat on your website, then Intercom is definitely worth checking out. There are plenty of other tools out there, but at the end of the day, you need to choose what's important to your business and go with that.

Intercom is great for startups - it has a lot of the features you'll need to successfully communicate with leads and customers. As for us, we outgrew Intercom and wanted a more robust CRM and marketing automation platform that would also integrate with our SQL database.
March 13, 2020

A Support Tool Hero!

Nikki Steinmetz, aPHR | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
I like Intercom, however, I don't know much about other solutions similar to it, so I'm not sure how likely I would be to recommend it, not knowing what else is out there. I do enjoy that they have an app, it's pretty easy to use but there is somewhat of a learning curve before feeling comfortable with it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is great for chat purposes and in companies where there is a need for fast support. It's excellent for short SLAs because it sets the expectation that the response will be quick. Great way to get the articles and FAQs as well. Overall a well-rounded support system
Manan Vora | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It is perfect for any company that relies on websites to make sales and provide support. Their systems are very matured in terms of mapping user interactions, creating automated flows to match company processes and provide easy engagement for users and visitors. Whether you provide products, on-ground/ni-person services, online services, software services or anything similar via a website, Intercom is a great fit for you.