Intercom Reviews & Ratings 2024

Q: What are Intercom's top competitors?

Zendesk Suite , Freshdesk , and HubSpot Service Hub are common alternatives for Intercom.

Starting at $39 per month per seat

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.

Recent Reviews

Intercom is complete and intuitive

9 out of 10

April 30, 2024

Incentivized

I use Intercom for client communications, sending emails, pop ups or low-touch learning journeys with tours and checklists.

If you are looking for a solution to get closer to your customer, Intercom is the tool

10 out of 10

April 30, 2024

Incentivized

Currently in my company we use Intercom to create and manage user segmentations, monitor their engagement in our solution, create and …

Intercom helps us give 'white glove' customer support.

9 out of 10

April 29, 2024

Incentivized

We use it strictly for support. We have it built into our application and have the chat bubble on the screen for logged in users. We also …

Building a Help Center and Communicationg with Customers

7 out of 10

April 16, 2024

Incentivized

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 …

Intercom is the best for customer support

10 out of 10

April 15, 2024

Incentivized

In my organization we use Intercom to offer service to our clients, resolve their doubts, offer advice and carry out outreach activities.

Amazing Product and User Friendly!

10 out of 10

April 11, 2024

Incentivized

We use Intercom to chat with our customers and assist in trouble shooting products, explaining in detail about products and create quotes. …

Love Intercom!

10 out of 10

April 10, 2024

Incentivized

We use Intercom for reactive and proactive support. We need to be able to consistently and effectively communicate with our customers and …

Intercom is good for financial services companies

9 out of 10

April 10, 2024

Incentivized

We use Intercom to manage investor communications, guide users through onboarding, ask questions to our investor relations team, and for …

If you are not using Intercom you are missing out!

10 out of 10

April 09, 2024

Incentivized

Fastpaced, continously developing, intelligent and UX friendly. Intercom cements itself as one of the great ones out there when it comes …

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 …

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 …

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 …

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 …

Our startup journey with intercome

10 out of 10

March 21, 2024

Incentivized

We mainly use Intercome to support and engage customers across the web and mobile. Intercom's conversational interface and workflows make …

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 …

Read all reviews

How Intercom Differs From Its Competitors

Integrations

Intercom is integrated with the saas platform where I work and is very important for segmentation and monitoring.

Incentivized

Integrations

I don't know if my use case applies to the question. But if this is the case, our Intercom database is integrated with customer success tools, user behavior analysis in our solution and countless charts in power bi. And I guarantee it works very well. Cross-feeding data across different solutions …

Incentivized

Integrations

We integrate with Hubspot, and we also integrate with an internal tracking tool as well. We've been pleased with the level of integration possible.

Incentivized

Integrations

Our company has integrated Intercom with our Slack channel along with email as well, ensuring that we get notified of customer inquiries across multiple platforms so that we can reply in a convenient and timely manner. I do not know what other services Intercom connects to as setting up those …

Incentivized

Integrations

The case create option works well with another platform we use. Easy transfers information created Intercom to create case in separate platform. Accessible with link created in chat.

Incentivized

Integrations

Right now we don't have any of our other tech stack integrated with Intercom. We will likely connect to Jira and would love to connect to Hubspot if we can. Maybe Slack as well. We're pretty slim with our tech to ensure we're not unnecessarily spending, so when we use something it has to have tons …

Incentivized

Integrations

We use it mainly with social tools. We don't have the ability for it to integrate into our other programs, like our customer database, currently but we are switching those so perhaps with the new programs we're going to be working with, this will integrate better.

Incentivized

Integrations

It is not working with other tools ... even simple applications like Chili Piper and Pardot have proven to be challenging with Intercom

Incentivized

Integrations

We use plenty of other apps from Intercom's app store including: Slack, Instagram, Facebook, Statuspage, Twitter, Zapier, Supportman. Most helpful is definitely supportman app which is 3rd party I believe and allows us to send agents performance metrics directly to a Slack channel on a weekly …

Incentivized

Integrations

We use social media interagtions to support users, alongside Segement, Hubspot, Stripe and calanderly intergation to intgerate intercome into our tech stake.

Incentivized

Integrations

We have an integrated Intercom with Jira, but I personally do not cooperate in this area, so I am not able to say anything more.

Incentivized

Integrations

Intercom conversations with customers also feed to the relevant contact in our CRM (Hubspot).<br>Intercom conversations are also visible in a slack channel for anyone who cares to watch the conversations unfold. <br>Stripe syncs with Intercom so we can see customer subscription info right in …

Incentivized

Integrations

I use Intercom and Stripe for my organization to take customer billing issues and look deeper into their origin, helping reset billing periods to keep customer accounts active, and more. I also use Stripe to make sure free staff memberships are credited and that duplicate accounts do not get …

Incentivized

Integrations

We use it with Slack, but there could be some improvements here. I recommend copying the functionality Supportman offers at a charge and providing this directly to users. This would be an incredible value add.

Incentivized

Integrations

We use several tools to develop and integrate into our apps, such as ADA, Forest, AppFollow, Typeform, and a few other tools to manage our day-to-day. The intercom makes things very easy to use. It is super simple to add software if required. I have never had any issues adding new features and …

Incentivized

Integrations

I haven't set it up yet, but I'm considering linking it with Salesforce and Stripe in the future.

Incentivized

Integrations

We use Intercom alongside Intercom and Whatsapp to allow our clients to message us through external platforms to support their needs.

This was incredibly easy to set up!

Incentivized

Integrations

We integrate different tools to make our process easier like, hubspot, Justcall, Aloware and if the tool is not available we use Zapier to connect to Intercom.

Incentivized

Integrations

My company integrates Intercom with a CMS to handle all the subscribers information: new subscription, cancelled subscription, sessions, devices used by the customer, status of the subscription, etc.

Incentivized

Integrations

We mainly integrate 2 other tools on Intercom. Satismater for our CSAT score and Hubspot for sales support and leads. This worked great so far and we are very very happy about these 2 integrations. I am not sure if it counts but also the integration via quick links with our own platform works …

Incentivized

Integrations

Since we are only for the internal team using the intercom, we can quickly escalate to our tech team to expedite our client's concern.

Incentivized

Integrations

This is something we are currently doing so we do not have much feedback.

Regarding the emails, sometimes we do not receive all the emails in this tool, which is something that can be improved

Integrations

Intercom integrates with our app to enable the trialer onboarding guides.

Incentivized

Integrations

Honestly, it could be much better; right now, our biggest issue is with the Jira integration to make tickets for our Eng team. There is a real issue because we can only have one associated person - the person who downloaded the Jira integration- so all Jira tickets made through the intercom are …

Incentivized

Integrations

Intercom, my digital maestro, seamlessly integrates with every tool in my arsenal, transforming collaboration into a symphony of efficiency. It dances effortlessly with WordPress, turning my ideas into engaging content. HubSpot harmonizes with Intercom, synchronizing marketing efforts for maximum …

Incentivized

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 (108)
8.8
88%
Ticket creation and submission (106)
8.3
83%
Ticket response (111)
7.9
79%
External knowledge base (116)
7.4
74%

Reviewer Pros & Cons

View all pros & cons

User-friendly communications interface and editing
Email editing - more email customization features

ÉB

Érica Barros

Customer Marketing

Prevision (Civil Engineering, 51-200 employees)

segmentation
Articles

Mateus Mateus

Senior customer experience analyst

Softplan - Prevision (Construction, 1001-5000 employees)

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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

8.1

Avg 7.9

8.4
Organize and prioritize service tickets
(103) Ratings
Prioritize tickets to ensure most urgent are tackled first
8
Expert directory
(69) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
7.7
Subscription-based notifications
(68) Ratings
Users subscribe to notifications for ticket updates
8.2
ITSM collaboration and documentation
(76) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
8.3
Ticket creation and submission
(106) Ratings
Users and agents can easily enter new support requests.
7.9
Ticket response
(111) Ratings
Agents can easily follow up with customers.

Self Help Community

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

7.3

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 7.6

8.5
Customer portal
(91) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
7.7
IVR
(37) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
7.5
Social integration
(70) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
8.8
Email support
(108) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
8.5
Help Desk CRM integration
(82) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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Product Details

About
Integrations
Competitors
Tech Details
FAQs

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

Watch There's a new way to deliver customer service. And that's with a complete AI-first customer service platform that comes with an AI agent for customers, an AI Copilot for agents, and an AI Analyst for leaders.

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

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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February 12, 2024

Intercom review

Verified User

Employee in Customer Service

E-Learning Company, 11-50 employees

Score 10 out of 10

Vetted Review

Verified User

Incentivized

Use Cases and Deployment Scope

I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I need to help customers to solve their issues so they can use the app the best way possible. We also use Intercom to understand who are the non renewal customers and communicate with them.

Pros and Cons

Macros
Data organization
The possibility to work with other teammates in the same conversations
snooze the conversations

when I email a user, and I make a mistake, if I cancel the mail the user receives it anyway
sometimes the information regarding the user is not reliable
when I snooze a conversation and after a few days this conversation appears again on my inbox, should appear with a different look, so I can differentiate it from the others

Likelihood to Recommend

I think Intercom it's suited to handle a large amount of conversations with different users Also easy to work contemporary with different teammates. It's also suitable to work with a subscription based business. The only thing that I find complicated it's when it duplicates an user that has the same email address, so the conversations split into two users that are the same.

Intercom Feature Ratings

Incident and problem management

N/A

Self Help Community

N/A

Multi-Channel Help (2)

100%

10.0

Email support: 100%
10.0
Help Desk CRM integration: 100%
10.0

Return on Investment

greater customer satisfaction
reduced response and resolution times
reduced churn thanks to the push actions

Usability

I feel Intercom has much more features than I can really use and handle. I need time to understand how to implement to my day-to-day job all the new tools that the service add to the interface. I find difficulty to filter all the data when I'm looking for an specific information.

Integrations

My company integrates Intercom with a CMS to handle all the subscribers information: new subscription, cancelled subscription, sessions, devices used by the customer, status of the subscription, etc.