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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 7.8

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

(660)

Attribute Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I honestly do not think you will require many skills to understand and use Intercom since the platform is very easy to understand. Yes, depending on which team you are working for and the functionality that you need to fulfill there will be a difference in the requirement of skills.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
1
An understanding of processes and flows so you can build bots that direct people to the correct teams. Am understanding of your own product and where intercom would assist and what questions the user is facing then. Some technical knowledge to leverage events and triggers for more nuanced messaging
July 08, 2022

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
7
They have good customer support skills to answer any form of support. Technical knowledge to help with answering any form of product usage questions. They are well verse in bringing people into an appointment as well.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
3
A representative from Support manages tickets, but the primary owner of Intercom is actually Marketing. It could be any team, really, but our Marketing folks are more operationally driven and understand software design and subsequently set up. That said, Intercom is very intuitively designed so no formal expertise is required to manage the tool.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
4
  • You need someone from the development team to help integrate Intercom with the product.
  • You will need an analyst to extract reports from intercom, analyse them and report on performance of chat reps
  • You will need a content team to create help articles. This is an extensive task and requires continuous work
Score 8 out of 10
Vetted Review
Verified User
Incentivized
1
The only person currently used to support Intercom is myself. I am the Director of Operations here at CoverHound. A lot of my experience comes from previous roles in IT and Analytical positions. I have done the majority of system roll outs here at CH and most of the training on these systems as well. This made me the most qualified to be the administrator of Intercom and with me jumping in to the Director role, it became my responsibility and duty as well.
Ariana Thompson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
4
We have 4 people who field incoming requests, and it grows based on active number of customers in the system as well and incoming conversations.
(If you're looking to put a number on things, it might make sense to look at acceptable response time - ours is 5 minutes)
We occasionally get a developer to work and implement API connections, which has a time and cost commitment, but it will worth it for the segmentation.
Everyone who uses intercom either messages directly to customers, or they work on messaging to customers.
April 27, 2015

I'm into Intercom!

Joris Brabants | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
2
First of all our development team implemented the Intercom API so data can go to Intercom. Based on the events and properties the marketing team has set up a couple of communication flows in order to help our users through the product. Since we're using it we increased our customer success dramatically
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