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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

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 …
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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 …
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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 …
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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 …
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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 …
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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 …
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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
  • 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

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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

7.8
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
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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 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).
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Comparisons

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Reviews and Ratings

(636)

Attribute Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have been and will be continuing our journey with Intercom and nothing too concerning has happened that I have experienced or heard of that has us on the edge yet. If it ever happens it will be something along the lines of "Outgrowing" the use of need of the platform.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The pricing is way too high for our organization. We're looking for alternatives in order to have a better use of our financial ressources but so far we depend a lot on intercom with some features we really need. So far we haven't found a proper alternative to answer our needs that's why I think we'll renew our use. We can't afford to go back to manual actions neither
Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It’s an easy to user low code product that is always evolving. There product team is innovative and their support team is responsive. It has been east to build a sophisticated use case internally with little help from Intercom as the product is easy to use
July 08, 2022

The Best

Becky Jewell Laughton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We love Intercom and have been using it for years, it makes life easy for our customer support reps. Intercom is always adding new features and I feel like they are thinking about us, their customers, and what to make better for us. This year alone the SMS and Survey features have been so nice for us to utilize.
Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have used Intercom since the inception of our business. It's simple interface has been easy for us to onboard new team members while delivering exceptional results for our clients. The only thing holding me back from giving a 10 is the cost of the product.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Intercom's customer service is awesome, the platform is intuitive, and we don't have to manage multiple software subscriptions to accomplish what we do through Intercom: chatbots, ticketing, help center, product orientation and adoption campaigns, etc. Intercom's a one-stop shop for customer engagement and we love that they're constantly improving and innovating.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It's a very matured product with effective use cases. Help Centre, Chat Support, Announcements, Product Tours - all are very powerful and work really well. The only downside is the predictability of pricing. When deployed on the website, intercom calculates the monthly active users on the website and bills you accordingly - which can be very difficult to predict.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
I give it this rating because of pricing. One of the downsides is that for every new added function you want, there is a price tag with it. It would be nice to have package deals where you get majority of functions for one price point. Or special promotions for existing customers to upgrade to higher packages.
Ariana Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It's currently a perfect fit for our needs, and we are customer-focused and small. When we grow, we may need to re-evaluate, but our current team finds it easy. Reviewing conversations is simple and allows for great training. The canned replies make service fast and easy. Smart suggestions remove the need to re-write technical walkthroughs and explanations for our FAQ.
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