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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 7.9

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

(657)

Attribute Ratings

Reviews

(1-23 of 23)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Marketing, Sales, and Support teams usually use the product the most. Relatively easy to understand, the functionality of the product makes training or mentoring other users of the platform easy and the Intercom certification takes it to another level considering its a product onboarding of its users that makes sure everyone's on the same page.
July 08, 2022

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
7
It is more of a support desk for answering question and connecting with our future prospect than anything else. It definitely allow the ease of usage and allow for thorough communication with our website visitors at a faster rate. This allow us to build credibility and support with our users.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
15
Support, Success, Sales, and Marketing all use Intercom for different purposes. Support manages tickets through Intercom, Sales and Success engage with prospects and customers through chat, and Marketing uses the software to set up Product Tours, guiding newly onboarded customers, as well as long-term customers, through orientation, feature releases, utilization campaigns, and different learning opportunities.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
12
All the team members using Intercom represent the customer success / support function. Chat functionalities are used by the chat support team. Product tours are used by the onboarding team. Announcements features are used by the product release team. Additionally, the growth team is planning on using chat bots on the website to expand usage to capture leads.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
8
Majority of people who use Intercom within our CoverHound team are sales reps. We have one service agent who uses it and 2 Ops team members (myself included). For our sales group we have our Personal Lines Sales reps which service auto, home, and renters. We also have our Commercial Sales reps which sell Commercial Auto, Small Business, Liability Insurance, Cyber Insurance, and a few others.
Ariana Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
12
C-Level - Communication with partners where they need to pass on the conversation later
Operations - Procuring product and connecting with leads
Sales - Supporting sales partnerships and initiatives
Marketing - PR, Outreach, new customer acquisition, coupon campaigns
Customer Service - Day to day issues and proactive communications about delays, missing items, changes to expected deliveries, or general FYIs
April 27, 2015

I'm into Intercom!

Joris Brabants | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
25
Customer Service: our customers can contact us at any time through Intercom.
Customer Success: event based messaging helps our users navigate through our apps
Marketing: easily set up A/B tests and get powerful insights into user behaviour
Sales: close deals faster by following up key prospects and help them during their demo
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