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

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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

(1-14 of 14)
Companies can't remove reviews or game the system. Here's why
July 08, 2022

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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