Intercom Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
197 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Do you work for this company? Manage this listing

TrustRadius Top Rated for 2019

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Filtered By:

Reviews (1-25 of 61)

Alexa Fuhrman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • We have reached more customers by using this system.
  • We have been able to gain more employees since using this because it "created" a job for people to do. Chat with customers!
  • I have not witnessed any negative impact and I am not sure what our ROI would be since that is not my department.
Read Alexa Fuhrman's full review
Ben Gelsey | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • We fixed a key UI bug with one of our custom form fields based on customers reporting it in Intercom
  • We wrote our original FAQ page based on questions from users chatting with us in Intercom
  • Eventually we discontinued our Intercom plan when the users chatting with us were mostly time-wasters with bad questions/comments
Read Ben Gelsey's full review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • It's allowed us to quickly offer a chat solution and increase checkout conversions on our e-commerce page.
  • Their pricing structure is ideal, where they don't charge by the seat. They instead charge by the number of chats. This is advantageous since it allows multiple members of our team to chat and our price only increases if our chats increase - not staffing.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Intercom saved us time with back and forth between Support and the Customer by allowing us to gain insight into the customer's actions within our product without having to ask. This alleviates some frustrations for clients.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • They have a nice low price point for the Lite versions but you need to upgrade to unlock a lot of the valuable resources.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Helped us to manage 35000 users and 1M+ leads
  • Too expensive for a marketing, sales and support automation tool (We are not able to justify the price paid after reaching this volume)
  • Live chat application is working very well, integrated with other messaging tools
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Intercom has allowed us to automate messaging to our users at every step of the funnel. Message engagement is between 3-5%.
  • Intercom's cost escalated to unbelievable heights for very little usage we did because of how our app is configured and how their pricing is. An events-based pricing model rather than QAU (quarterly active users) was very difficult to work with.
Read this authenticated review
Dailius Wilson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Conversion to trial has increased
  • Net number of customer interactions has increased
  • Consolidation of tech stack has occurred saving $75-100k per year in cost
  • Customer satisfaction is very high based on response time and ease in which help articles can be surfaced
Read Dailius Wilson's full review
DJ Kline | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Intercom has been positive in website reputation with visitors. Having a real live person able to assist is great for us.
  • Intercom's ability to chat with visitors has brought us revenue.
  • Intercom's automation around messaging to welcome visitors has helped us save time.
Read DJ Kline's full review
Nikhil George | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • We've seen an increase in number of registrations for webinars by advertising them in-app using intercom.
  • Greater awareness of product releases which has help reduce frustration and promote satisfaction and ultimately stickiness to product.
  • Greater number of leads because visitors to website are more likely to submit a query in a chat box than send a direct email.
Read Nikhil George's full review
Anonymous | TrustRadius Reviewer
February 13, 2019

All in with Intercom

Score 9 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Higher customer satisfaction
  • Faster response time
  • Better organization
  • Easier to hold team members accountable
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Return on Investment

  • Intercom has enabled us to increase our NPS score by surveying clients while they’re actively using the product.
  • Intercom has been at the core of package upgrade campaigns, driving revenue.
  • Intercom’s custom bots are expensive, but they are saving us a lot of time.
Read this authenticated review

About Intercom

Intercom is designed to provide modern business messaging at scale, allowing users to build better customer relationships with scalable messaging that provides a more personal experience. Intercom supports:

Lead Generation:
Qualify more leads automatically and close more deals around the clock with chatbots and live chat.

Customer Engagement
Onboard, activate and retain customers with targeted messages and interactive product tours to help them get the most out of a product.

Customer Support:
Provide real-time, personal help at scale with a collaborative inbox, automation, and self-service support.

What sets Intercom apart?

The vendor states Intercom is built to provide everything teams needs to provide personal experiences to every customer—consistently and at scale.
  • Business Messenger: Drive action and resolutions with chat, interactive apps, conversational bots, and product tours.
  • Management tools: Manage multichannel customer interactions at scale with collaborative inboxes, automated workflows, and reporting.
  • Customer data platform: Target, personalize, and contextualize every interaction with behavioral and customer data from across the stack.
  • Apps & integrations: Automate actions in conversations, sync data between tools and connect to an existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces.

Intercom Screenshots

Intercom Video

Watch Scale both faster growth and personal connection with the #1 Business Messenger.

Intercom Integrations

https://www.intercom.com/app-store

Intercom Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

Intercom Support Options

 Free VersionPaid Version
Live Chat
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Intercom Technical Details

Deployment Types:SaaS
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, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.