Intercom is complete and intuitive
I use Intercom for client communications, sending emails, pop ups or low-touch learning journeys with tours and checklists.
Starting at $39 per month per seat
View PricingOverview
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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Popular Features
- Email support (108)8.888%
- Ticket creation and submission (106)8.383%
- Ticket response (111)7.979%
- External knowledge base (116)7.474%
Reviewer Pros & Cons
Senior customer experience analyst
Softplan - Prevision (Construction, 1001-5000 employees)
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
Features
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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.
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
Intercom Video
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 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.
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
(652)Attribute Ratings
Reviews
(1-19 of 19)Companies can't remove reviews or game the system. Here's why
March 26, 2024
Good Product
5
Implement features needed by the team
November 28, 2023
Amazing all-rounder tool
35
customer service skills, communication skills, technical skills,
May 22, 2023
user appreciates Intercom
15
not many needed
April 14, 2023
Great communication tool!
15
All of our staff, should have technological abilities which lead to use Intercom with no problems.
February 13, 2023
Best support solution on the market. Not perfect, tough.
2
Head of CX and Support manager
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.
July 11, 2022
Intercom is great to humanize automated messaging
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
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
The Best
1
We don't need too many people to support Intercom, just one teammate who can update technical aspects of Intercom like new SDKs for our mobile app.
July 08, 2022
Intercom Review
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.
July 06, 2022
Quick and easy support for small teams
2
Once set up, Intercom requires very little in the way of technical know-how to get set up and running properly. The main skillset required is an understanding of the workflows you are looking to implement to deliver customer support.
July 05, 2022
3+ years in and still in love!
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.
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
July 05, 2022
Great bang for the buck
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.
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.
(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.
September 13, 2017
Would Highly recommend
October 06, 2016
Intercom, a great way to connect with your customers in real time and in the right context
7
We have a few admins and the BI team that maintains Intercom's API and connects it with our CRM and Salesforce.
April 27, 2015
I'm into Intercom!
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