Building a Help Center and Communicationg with Customers
We use Intercom for three primary cases. The first use as as a help center, developing a number of articles explaining how to best use our …
Starting at $39 per month per seat
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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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Popular Features
- Email support (105)8.888%
- Ticket creation and submission (104)8.383%
- Ticket response (109)7.878%
- External knowledge base (114)7.474%
Reviewer Pros & Cons
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
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
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- FAQs
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.
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
Intercom Integrations
Intercom Competitors
Intercom Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS, Android |
| Supported Languages | Arabic, 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.
Reviewers rate Email support highest, with a score of 8.8.
The most common users of Intercom are from Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(644)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
November 28, 2023
Amazing all-rounder tool
We use it as a main customer support channel on our platform, and also considering using it as a feedback tool, and CS checklist tool.
- Handels automations
- Great chat handling
- Loads of options to choose
- Become more user friendly
85%
8.5
85%
8.5
92.5%
9.3
- Improved customer satisfaction by 8% after implementation
-
3
Sales and Customer Success
3
-
- Customer Support
- Improvement of sales
- Customer feedback
- Customer Success Checklists
- Expanding our sales channels
No
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
Ease of use was one of the main factors.
I wouldn't.
- Implemented in-house
No
Change management was minimal
-
- Setting up automations
Did not, due to budget.
No
-
- Chats
- Modifying options when users are logged in or not and other features regarding automations
Yes
Works well
April 14, 2023
Great communication tool!
We use it for incoming emails and chats. Works perfectly fine and I like it is beyond a communication tool but also a CRM where we can see all our clients information.
- Friendly platform
- Intuitive
- Effective
- Training
- Support
- Easier before
- More intuitive before
100%
10.0
100%
10.0
100%
10.0
- lead conversion
- greater customer satisfaction
- reduced response and resolution time
Yes
None
15
Sales, Customer Success, CEO
15
All of our staff, should have technological abilities which lead to use Intercom with no problems.
- Customer Success
- Linking it to our internal platform to display our clients' information
- To see other features about our customers
Not Sure
- Integration with Other Systems
- Ease of Use
I would do it the same way.
- Implemented in-house
- I wasn't during that process.
- Online Training
No
No
I use Help Center most of the times.
- All of them
- You cannot change the recipient anymore, it's done automatically when the message is sent, but would like it to be more like before when at firsthand I was able to see my customers information without going anywhere else.
Yes, but I don't use it
February 13, 2023
Best support solution on the market. Not perfect, tough.
We use Intercom for technical support and customer relationship. We are moving from another support solution to gain more productivity (bots, rules, etc), have more visibility of problems (reports, views, etc). In the future we plan to upgrade adding the Engage feature also to help our customers onboard our solution.
- Bots are very customizable and reusable
- Usability of the interface is very good
- Vast and detailed documentation
- Articles
- Tickets
- Rules
- Slack integration
- Reduced resolution time
- Faster replies with macros and actions
- Better understanding of problems and needs with bots and reports
We currently use along side with Slack and Hubspot. Could improve the Slack integration so that replies to internal notes could happen inside a thread in Slack, just like Zendek does. This is VERY practical because only the support team that interact with customers have access to Slack. The Engineering and Product doesn't but could easily help with some questions that show up in the conversations. Benchmark with Zendesk on this!
Intercom has more features and is way easier to use and setup.
20
Support and Customer Success teams
2
Head of CX and Support manager
- Support customers
- Customer requests
- Create product backlog based on user feedback
- Connected to internal systems
- User onboarding
Yes
- Live Agent
- Zendesk
- Product Features
- Product Usability
- Product Reputation
High price was the only point that set us back a few years before moving to Intercom.
Wouldn't necessarily change but would be more rigorous with the setup process that was very painful with other tools.
- Implemented in-house
No
Change management was a big part of the implementation and was well-handled
- Different approach to support and tickets compared to other tools
No. Didn't know it was available.
The documentation is fantastic and is something we can completely rely on.
- Bots
- Inbox
- Rules
- Tickets
Yes
Good for replying conversations on the go. Nothing else.
July 11, 2022
Intercom is great to humanize automated messaging
Intercom was very useful to chat with our website visitors. My sales team was able to instantly connect with potential buyers and remove potential friction. We were also using intercom mailing system at some point to onboard our clients.
- Instant chat with website visitors : very useful to connect with potential buyers who wish to remain anonymous
- Target specific people : you can trigger specific messages based on a user behavior either on your website or towards your product
- Product tours are great
- Mailing system had poor targeting rules, it was very difficult to control my overall workflow and make sure people would receive the message I wanted
- Pricing can be super expensive based on your user base
- product tour
- in-app messages
- emailing
- It was great to increase conversion on our website. Being a SaaS B2B product, people usually had questions or barriers preventing them from signing up. Having intercom was a key entry point for our sales team
- Great for support with our clients
Drift was not yet available when we chose Intercom, it was the most complete product available on the market at that time
12
Support & product marketing
13
The Support team is responsible for handling incoming user and visitors chats. Their skills are around the ability to handle multiple tasking, identifying a problem and solving it as quick as possible The Product Marketing team is responsible for designing and setthing up product experiences via product tour, in-app messages and/or banners to ease product adoption and usage. Lastly this teams handle newsletters
- Live Support
- Product onboarding
- Product updates
- N/A
- Can't think of anything
No
- Product Features
- Product Usability
- Product Reputation
I would carefully look at the pricing and "hidden" cost. At Intercom, monthly active users are calculated on a 90 days period, it becomes super expensive at some point
- Implemented in-house
Change management was minimal
- Wasn't part of it
No our team is tech-savvy and is able to understand the issue most of the time
No
Cant' remember one
- Sending an email campaign/banner
- Testing a workflow before pushing it live
Yes, but I don't use it
October 06, 2016
Intercom, a great way to connect with your customers in real time and in the right context
Intercom allows me to connect with my customers on a daily basis in real time and keep them updated.
- Real time engagement
- Login statistics
- GEO location of active users
- Lack of analytics
- Lack of advanced reports
- Getting all the data I need about the usage of my customers in my platform
- The ability to interact with my customers in real time
- Being able to update my customers by segment or by the page their are at
- Liveperson
Other chat tools are not well connected to any platform, Intercom was built for SAAS and it was also cost effective.
110
Customer Success Managers, Sales, Support, Finance
7
We have a few admins and the BI team that maintains Intercom's API and connects it with our CRM and Salesforce.
- Real time communication with our customers
- Communications with different end users
- Identify the end user path/funnel and communicate with context and on the right time
- Identify usage patterns
- Stay connected with our customers at all times
- We identify different scenarios (Positive and Negative) and communicate with customers in real time.
- We are able to communicate with VIP and strategic customers with live proactive chat without providing it to all customers.
- We are able to contact customers with debt in real time while they use our system.
- We are in the process of adding many more attributes to Intercom to be able to segment our customer better and give them even better real-time service.
- Our Customer Success Managers will be able to connect with more of their customers and end users in real time and decide who will get automated messaging and with who they will engage in real time.
- As a SAAS service, we also want to celebrate our customers' success with them, we are going to use Intercom more for doing that as well.
No
- Product Features
We have been using Intercom since we started serving customers. The main reason we decided to use Intercom was to be able to communicate with our customers and end users in real time within our platform. Intercom provided that with an amazing easy integration and at a great price which made our choice very easy. Since we started using Intercom 4 years ago their product has evolved; they provide great support and customer success service which is also very important to us.
I wouldn't change anything regarding our selection process.
- Implemented in-house
No
Change management was minimal
- There were no issues during implementation
Yes
I'm paying for premium support for real time services that my system is relying on.
Yes
It wasn't a pure bug and the solution was a new feature that took around 4 months; it wasn't a critical issue.
They are always highly responsive which is very important to me (as a Customer Success Executive I can appreciate responsiveness). My Customer Success Manager at Intercom is also always happy to connect and offer ideas and enhance our usage.
- Sending an auto message
- Exporting lists
- Creating lists
- Checking usage
- There is no proper analytics - Daily/Weekly/Monthly active users, trends, etc.
- Salesforce integration lacks value.
Yes
It was very minimal in the beginning and it's evolving to a product now (Still mainly to enable real-time chat).