Intercom

Intercom

Customer Verified
Top Rated
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Score 8.4 out of 100
Top Rated
Intercom

Overview

Recent Reviews

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 and Support Rating highest, with a score of 8.

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

 (319)

Ratings

Reviews

(1-12 of 12)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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