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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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Learn from top reviewers

Using Intercom for SAAS Support Teams

Rating: 9 out of 10
April 15, 2025
IncentivizedVetted ReviewVerified User
We use chat, WhatsApp, knowledge base and bots for user support. We have an average monthly chat volume of 1,000 chats. Currently, Intercom is our only support platform, and o...
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Lorrayne Soares
Manager - Product Management
Líder de Produtos
Mainô
Intercom5 years of experience

Intercom bringing excellence to our web experience

Rating: 10 out of 10
March 12, 2025
IncentivizedVetted ReviewVerified User
Intercom is used on our website as a search engine for content and as a chat bot that answers real time questions instantaneously. We also have a number of workflows and autom...
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Scott Meng, MA
Manager - Other
Lead Product Manager
CCV
Intercom2 years of experience

Good tool with room for improvement to easily become the best asset

Rating: 8 out of 10
March 1, 2025
IncentivizedVetted ReviewVerified User
Customers write in chat to seek support while using our software, and we reply live except for the night time where we take advantage of the automation and the "robot" (as we ...
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Medolago Alessandra
Representative - Customer Service
Customer service
Plateform
Intercom1 year of experience

Wanna know how Intercom can help? (read!)

Rating: 10 out of 10
January 12, 2025
IncentivizedVetted ReviewVerified User
We use Intercom to help our experts answer the tickets routed to them. With the help of Intercom, they can ask us for assistance if they can't find an answer or don't know how...
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Sunday Tejada
Employee - Customer Service
People Operations Coordinator
Simplr
Intercom2 years of experience

Intercom Supports Product Managers

Rating: 10 out of 10
November 18, 2024
IncentivizedVetted ReviewVerified User
I use Intercom in my capacity as a product manager. I rely on the Proactive messaging features to deliver timely feature announcements, product guidance and feature updates. I...
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Chelsea Kharakozova
Team Lead - Product Management
Senior Product Manager
Blueprint Test Prep
Intercom3 years of experience
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How Intercom Differs From Its Competitors

Integrations

Today we integrate Intercom with a video recording tool, with Upvoty, Wootric, with our own system as well. We would like to integrate with other tools, but since we are Brazilian, some of the tools we use are also Brazilian and Intercom does not integrate with them, only with tools from other …
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Integrations

We use Intercom to keep our experts' records. We also use it to create cases to address feedback from the partners that we are supporting. We also extracted data from Intercom to view the trends in our network better. This also helps us keep track of our specialist's performances.
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Integrations

Yes, Intercom offers many integrations, and the best part is its API, which gives us total flexibility for generating reports. We use Intercom alongside other tools in our tech stack, seamlessly integrating them to enhance our workflows, improve communication across platforms, and ensure all our …
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Integrations

I use entirely the Intercom tickets without an external tool, but we integrated to Intercom hubspot and other tools at some point.
I don't want to integrate Chargebee to Intercom with the AI Agent yet because we are updating the prices of our platform so i dont want it to give wrong answers.
Also, …
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Integrations

We had to create connections between Intercom and our legacy systems, especially because of the limited support for companies Intercom provides. Also we're looking at the Jira Service Desk connection, that could do with more extensive documentation.
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Integrations

I usually integrate Intercom with Hubspot, or Salesforce. We have mixpanel integrations as well. It is usually pretty easy integration. The only problem I saw was no connection with woocommerce.
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Integrations

We have it integrated into our app, Salesforce, and Calendly. It would be nice if the Calendly integration offered more flexibility for what can and can't be booked through the Intercom messenger.
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Integrations

Since we have gotten rid of DialPad, the only tool we have integrated with Intercom is Salesforce. And these two work like a carrot and stick. With how complicated Salesforce is, Intercom comes in to neutralize the difficulties in managing leads. They work well together and you wouldnd't be able …
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Integrations

We are well aware of the possibilities of integrating Intercom with our tools in our stack, but the specifics of our use case mean that it's not really necessary/relevant to us beyond a basic email and call integration.
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Integrations

We currently have Intercom integrated with Google Chat to ensure we get notified whenever a customer asks questions or opens a chat without having to have Intercom open. This allows other team members to discuss the ticket internally for the next best action. This is a great duo.
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Integrations

Intercom is simple, easy to use, and great for website chats. It is very easy for customers to interact with. It has fair amount of rich content options, though they cost extra. I really like how it lets my team assist our customers in real-time. Aside from that, it lets us send pictures, links, …
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Integrations

We got some personalized labels that gets data from our database, these are the most wholesome because we can treat our users based on their use and other parameters we need. Some other tools for scheduling meetings, and much more you can see on their app market place. Everytime I needed was …
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Integrations

We use Intercom to notify all internal teams and members of any relevant incoming communications through Slack. This not only allows us to see intercom communications as they come in but also allows us to reference these communications past the time they may be active if any reviews may be …
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Integrations

This is an area we need to leverage better. We've looked into the Canny integration, but it's not suited to our needs. Besides that, we don't integrate Intercom with other tools.
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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

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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 8.1

Self Help Community

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

7.8
Avg 7.9

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.

8.3
Avg 7.9
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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 Fin AI Agent is designed to resolve 50% of support volume.Screenshot of Fin taking actions. It delivers instant answers in 45 languages from order updates to exchanges and returns.Screenshot of the omnichannel inbox - AI-enhanced to increase productivity.Screenshot of Fin for Intercom - works natively on Intercom - no integration requiredScreenshot of Fin for ZendeskScreenshot of Fin for SalesforceScreenshot of AI Insights & Reporting - get instant insights with AI reporting and analysis

Intercom Video

Intercom Integrations

Intercom Competitors

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 9.2.

The most common users of Intercom are from Small Businesses (1-50 employees).
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Comparisons

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 240)

Using Intercom for SAAS Support Teams

Rating: 9 out of 10
Incentivized
April 15, 2025
LS
Lorrayne Soares
Líder de Produtos
Mainô (Information Technology & Services, 51-200 employees)
Vetted Review
Verified User
Intercom
5 years of experience
View profile
Usability
9
I understand that the platform in general is very easy to use and adapt to, at least that's the feedback we get from new employees. Whenever someone new joins the team, with some recent layout changes, we sometimes get a little lost, but nothing that after 5 to 10 minutes of searching we can't find again.

Entendo que a plataforma em geral é bem fácil de usar e de se adaptar, pelo menos é o feedback que temos dos novos funcionários, sempre que entra alguém novo na equipe, com algumas mudanças que tem ocorrido recentes de layouts as vezes nos perdemos um pouco, mas nada que uns 5 a 10 minutos fuçando a gente não se encontre novamente

Wanna know how Intercom can help? (read!)

Rating: 10 out of 10
Incentivized
January 12, 2025
ST
Sunday Tejada
People Operations Coordinator
Simplr (Consumer Services, 51-200 employees)
Vetted Review
Verified User
Intercom
2 years of experience
Usability
10
Intercom's graphic user interface is easy to use. The side panels can be resized, and the inboxes can be customized. I also love that we can add an icon on the name to quickly identify the use of that folder. This also gives an intuitive look that's pleasing to the eyes.

Intercom Supports Product Managers

Rating: 10 out of 10
Incentivized
November 18, 2024
Usability
10
Intercom is one of the easiest sites to use, which is saying something considering its complexity. Everything from the filters and menus to the proactive support UI where I design messaging is easy to use. Plentiful tool tips mean that I can self-service most of the time I have questions, but everything is just intuitively laid out. And when they do make UI changes, they are well communicated and not a surprise.

Intercom bringing excellence to our web experience

Rating: 10 out of 10
Incentivized
March 12, 2025
SM
Scott Meng, MA
Lead Product Manager
CCV (Non-profit Organization Management, 501-1000 employees)
Vetted Review
Verified User
Intercom
2 years of experience
View profile
Usability
10
The FIN AI Agent is surprisingly easy to launch and powerful from the get go. It is always learning based on your content, and even gives you the option of providing alternative answers when FIN doesn't answer correctly the first time. I was skeptical at first, but quickly became FIN's biggest fan when I saw its capabilities.
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