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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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Recent Reviews

Love Intercom!

10 out of 10
April 06, 2024
Incentivized
We use it to handle all incoming correspondence from customers, including some social media integrations, and we also use it to handle all …
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High Cost, Low Value

3 out of 10
April 01, 2024
Incentivized
we use it on the home page and in the service section. <br>the product is pretty good, but the customer service and post sale support is …
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Intercom review

10 out of 10
March 29, 2024
Incentivized
We use Intercom as our go to help desk, communication with our customers across two different apps and a website. I can't imagine our …
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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 (109)
    8.8
    88%
  • Ticket creation and submission (107)
    8.3
    83%
  • Ticket response (113)
    7.7
    77%
  • External knowledge base (117)
    7.5
    75%

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

8.2
Avg 7.8

Self Help Community

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

7.4
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.

8.1
Avg 7.6
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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 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 8.8.

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

(659)

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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