Intercom

Intercom

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.5 out of 100
Top Rated
Intercom

Overview

Recent Reviews

Track all matters in one go

9 out of 10
August 14, 2022
I use Intercom, more or less on a daily basis, to address several customer concerns, specifically on matters that involve billing. …
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Really useful product.

9 out of 10
July 08, 2022
Direct connections with consumers. We were too distant before Intercom, but now we are right there waiting for them to interact. The …
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The Best

10 out of 10
July 08, 2022
Intercom helps us automate answers to common questions and take work off the plate of our team. It helps us stay in touch with customers …
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Intercom Review

9 out of 10
July 08, 2022
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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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

Reviewer Pros & Cons

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Pricing

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What is Intercom?

Intercom is a Customer Communications Platform that powers in-context exchanges in order to drive an unparalleled user experience that engages customers across their lifecycle.

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 Scorecard

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Product Details

What is Intercom?

Intercom is presented as an Engagement OS, an open channel between customer and business that is in the product, in the moment, and on their terms. The solution breaks down silos, unifying data and systems to create an ongoing dialogue, so companies can make the most of every opportunity.

Intercom's key differentiators, as described by the vendor:
  • In-context communications: Communicate with customers more effectively by engaging them where they are: in-context, in the moment, and with a seamless handoff between channels. Deliver and respond to the right message, at the right time, in the right place, and with a seamless pass across channels — from messenger, email, SMS, WhatsApp and beyond.
  • Personalized experience: Make it personal at any scale by powering engagement with live, first-party data through the full customer journey. Use data insights to dynamically change and update messaging, adapting to content and delivery needs in real-time.
  • Unified platform: Break down silos and drive collaboration across the organization, with a central customer record that unifies every team and function that touches your customers. Build trust with enterprise-grade security that meets or exceeds global standards for availability, reliability, data portability, encryption, and authentication.
  • Next-generation software: Intercom promises to continuously improve their software to deliver greater intelligence, automation and functionality, and the solution boasts over 100 new features added every year. Their tools enable anyone to build and launch solutions in minutes, and engage customers in the way that works for them.

Intercom Features

  • Supported: Self-Serve/Automation
  • Supported: Chat/Human Support
  • Supported: Early & ongoing onboarding
  • Supported: Announcements

Intercom Screenshots

Screenshot of Messenger Engage customers in-context, when and where they are the most connected to the business – whether in product, website, or web or mobile app.Screenshot of Support Bots: Intercom brings you upleveled support automation that scales your team by resolving 33% of common questions for you.Screenshot of Shared Inbox: From quick to complex questions, our powerful Inbox workflows help you 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, is the only visual campaign builder that lets you send cohesive messages across tons of channels—inside your app and out.Screenshot of Intercom Surveys: Let in-context customer surveys take your business to the next level. Only Intercom Surveys connects you to valuable customer insights—and then helps you turn those insights into action, automatically.

Intercom Videos

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, 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 a Customer Communications Platform that powers in-context exchanges in order to drive an unparalleled user experience that engages customers across their lifecycle.

Zendesk Support Suite, Freshdesk, and Drift are common alternatives for Intercom.

Reviewers rate Usability highest, with a score of 9.2.

The most common users of Intercom are from Small Businesses (1-50 employees) and the Computer Software industry.

Comparisons

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Reviews and Ratings

 (324)

Ratings

Reviews

(1-12 of 12)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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.