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Intercom

Intercom

Overview

What is Intercom?

Intercom creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more…

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Recent Reviews

Good Product

9 out of 10
March 26, 2024
Incentivized
I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions …
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Works good!

8 out of 10
March 08, 2024
Incentivized
I work at Customer Success and use Intercom as a tool to communicate with my clients. I use quite a few features. Through snoozing, I plan …
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Intercom

7 out of 10
February 29, 2024
Incentivized
I use Intercom in order to respond to customers' questions and issues involved in interacting with our app, and to resolve billing and …
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Hard to top!

10 out of 10
February 19, 2024
Incentivized
Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages …
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Intercom review

10 out of 10
February 12, 2024
Incentivized
I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I …
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A Masterpiece.

9 out of 10
February 07, 2024
Incentivized
As client support, we do what our clients need to do, like their tasks, schedules, and adjustments on their accounts. We gave them …
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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 (96)
    8.5
    85%
  • Ticket creation and submission (96)
    8.0
    80%
  • External knowledge base (106)
    7.6
    76%
  • Ticket response (101)
    7.4
    74%

Reviewer Pros & Cons

View all 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

7.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.5
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.

8.2
Avg 7.7
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Product Details

What is Intercom?

Intercom is a Customer Service solution that aims to provide a seamless customer experience across automation and human support, with the goal of delivering increased customer satisfaction while reducing costs. Intercom aims to ensure customer conversations are successfully resolved without needing human support, freeing up the team to work on higher value customer conversations.

According to the vendor, customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, use Intercom to deliver more efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom states their mission is to make internet business personal.

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 Support Bots: Intercom brings upleveled support automation that scales support teams by resolving 33% of common questions.Screenshot of Shared Inbox: From quick to complex questions, the Intercom Inbox workflows helps 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, lets users send cohesive messages across channels—inside the app and out.Screenshot of Intercom Surveys: In-context customer surveys, Intercom Surveys connects users to valuable customer insights—and then helps to turn those insights into action, automatically.Screenshot of The Intercom MessengerScreenshot of Advanced Ticketing

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 creates modern Customer Service software that aims to redefine how businesses support their customers. The platform connects businesses directly to customers using powerful messaging and automation. According to the vendor, Intercom enables teams to scale support without investing more resources - leading to happier customers and more efficient support teams.

Zendesk Suite, Freshdesk, and HubSpot Service Hub are common alternatives for Intercom.

Reviewers rate Help Desk CRM integration highest, with a score of 8.7.

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

(636)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
November 28, 2023

Amazing all-rounder tool

Temim Tabakovic | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use it as a main customer support channel on our platform, and also considering using it as a feedback tool, and CS checklist tool.
  • Handels automations
  • Great chat handling
  • Loads of options to choose
  • Become more user friendly
It plug and play solution and it is highly useful in smaller organizations that don't have the resources to adjust and tune everything.
Incident and problem management (6)
85%
8.5
Organize and prioritize service tickets
80%
8.0
Expert directory
60%
6.0
Subscription-based notifications
90%
9.0
ITSM collaboration and documentation
90%
9.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
85%
8.5
External knowledge base
90%
9.0
Internal knowledge base
80%
8.0
Multi-Channel Help (4)
92.5%
9.3
Customer portal
90%
9.0
Social integration
80%
8.0
Email support
100%
10.0
Help Desk CRM integration
100%
10.0
  • Improved customer satisfaction by 8% after implementation
It's an exceptionally versatile and effective tool.
-
3
Sales and Customer Success
3
-
  • Customer Support
  • Improvement of sales
  • Customer feedback
  • Customer Success Checklists
  • Expanding our sales channels
Its a really useful tool
No
  • Cloud Solutions
  • Scalability
  • Integration with Other Systems
  • Ease of Use
Ease of use was one of the main factors.
I wouldn't.
  • Implemented in-house
No
Change management was minimal
-
  • Setting up automations
More guided approach should be taken.
Support was great, only problem was with the wait time for support.
Did not, due to budget.
No
-
  • Chats
  • Modifying options when users are logged in or not and other features regarding automations
Yes
Works well
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Intercom for technical support and customer relationship. We are moving from another support solution to gain more productivity (bots, rules, etc), have more visibility of problems (reports, views, etc). In the future we plan to upgrade adding the Engage feature also to help our customers onboard our solution.
  • Bots are very customizable and reusable
  • Usability of the interface is very good
  • Vast and detailed documentation
  • Articles
  • Tickets
  • Rules
  • Slack integration
Pros
  • The chat widget works really well for both messages and articles
  • Bots are really easy to configure and reuse
Cons
  • Rules are too limited. Would be nice to send a message to a user based on some triggers.
  • Article sections are limited. At the end of each article, it would be nice to suggest other articles based on tags or any other criteria of similarity.
  • Views on Inbox are too limited. Would be nice to create filters almost like reports to list conversations and share with collegues.
  • Reduced resolution time
  • Faster replies with macros and actions
  • Better understanding of problems and needs with bots and reports
The interface is very easy to use and understand. It doesn't deserve a 10 because the side menu keeps collapsing on every page change and is very annoying. Could improve in menu navigation overall.
We currently use along side with Slack and Hubspot. Could improve the Slack integration so that replies to internal notes could happen inside a thread in Slack, just like Zendek does. This is VERY practical because only the support team that interact with customers have access to Slack. The Engineering and Product doesn't but could easily help with some questions that show up in the conversations. Benchmark with Zendesk on this!
Intercom has more features and is way easier to use and setup.
20
Support and Customer Success teams
2
Head of CX and Support manager
  • Support customers
  • Customer requests
  • Create product backlog based on user feedback
  • Connected to internal systems
  • User onboarding
We are very satisfied at the moment but cost may be an issue.
Yes
  • Live Agent
  • Zendesk
  • Product Features
  • Product Usability
  • Product Reputation
High price was the only point that set us back a few years before moving to Intercom.
Wouldn't necessarily change but would be more rigorous with the setup process that was very painful with other tools.
  • Implemented in-house
No
Change management was a big part of the implementation and was well-handled
  • Different approach to support and tickets compared to other tools
The implementation was surprisingly easy but we are having to adapt from our old process to work well with Intercom.
Slow in replies.
No. Didn't know it was available.
The documentation is fantastic and is something we can completely rely on.
  • Bots
  • Inbox
  • Rules
  • Tickets
Yes
Good for replying conversations on the go. Nothing else.
Ziv Peled | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Intercom allows me to connect with my customers on a daily basis in real time and keep them updated.
  • Real time engagement
  • Login statistics
  • GEO location of active users
  • Lack of analytics
  • Lack of advanced reports
Intercom is well suited for:
  • To connect with your customers in real time
  • Getting feedback from customers
  • Sending updates
  • Getting all the data I need about the usage of my customers in my platform
  • The ability to interact with my customers in real time
  • Being able to update my customers by segment or by the page their are at
  • Liveperson
Other chat tools are not well connected to any platform, Intercom was built for SAAS and it was also cost effective.
110
Customer Success Managers, Sales, Support, Finance
7
We have a few admins and the BI team that maintains Intercom's API and connects it with our CRM and Salesforce.
  • Real time communication with our customers
  • Communications with different end users
  • Identify the end user path/funnel and communicate with context and on the right time
  • Identify usage patterns
  • Stay connected with our customers at all times
  • We identify different scenarios (Positive and Negative) and communicate with customers in real time.
  • We are able to communicate with VIP and strategic customers with live proactive chat without providing it to all customers.
  • We are able to contact customers with debt in real time while they use our system.
  • We are in the process of adding many more attributes to Intercom to be able to segment our customer better and give them even better real-time service.
  • Our Customer Success Managers will be able to connect with more of their customers and end users in real time and decide who will get automated messaging and with who they will engage in real time.
  • As a SAAS service, we also want to celebrate our customers' success with them, we are going to use Intercom more for doing that as well.
One of the great things Intercom provides is the ability to communicate with our customers/end users in real time within our platform, this is by far the most important value we looked for.
No
  • Product Features
We have been using Intercom since we started serving customers. The main reason we decided to use Intercom was to be able to communicate with our customers and end users in real time within our platform. Intercom provided that with an amazing easy integration and at a great price which made our choice very easy. Since we started using Intercom 4 years ago their product has evolved; they provide great support and customer success service which is also very important to us.
I wouldn't change anything regarding our selection process.
  • Implemented in-house
No
Change management was minimal
  • There were no issues during implementation
Super easy implementation, no issues whatsoever, I can say I envy this part of Intercom
Yes
I'm paying for premium support for real time services that my system is relying on.
I got very good support so far. New product features and feature requests are a bit slow.
Yes
It wasn't a pure bug and the solution was a new feature that took around 4 months; it wasn't a critical issue.
They are always highly responsive which is very important to me (as a Customer Success Executive I can appreciate responsiveness). My Customer Success Manager at Intercom is also always happy to connect and offer ideas and enhance our usage.
  • Sending an auto message
  • Exporting lists
  • Creating lists
  • Checking usage
  • There is no proper analytics - Daily/Weekly/Monthly active users, trends, etc.
  • Salesforce integration lacks value.
Yes
It was very minimal in the beginning and it's evolving to a product now (Still mainly to enable real-time chat).
Intercom has really done a great job creating a focused product that provides huge value and is super easy to use. Our entire business group and a few engineering members are using it with no training whatsoever which is super rare for any platform.
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