Intercom

Intercom

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.6 out of 100
Top Rated
Intercom

Overview

Recent Reviews

Track all matters in one go

9 out of 10
August 14, 2022
I use Intercom, more or less on a daily basis, to address several customer concerns, specifically on matters that involve billing. …
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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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Alternatives Pricing

What is LiveAgent?

LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. The vendor states users can increase productivity by taking advantage…

What is Birdeye?

Birdeye is a customer experience platform boasting customers among 80,000 businesses, who use Birdeye every day to attract new leads with Listings, Reviews, and Referrals, convert them into customers with Webchat and Payments and engage those customers with Surveys, Ticketing, and Insights.

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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 highest, with a score of 9.

The most common users of Intercom are from Small Businesses (1-50 employees) and the Computer Software industry.
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Comparisons

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Reviews and Ratings

 (341)

Ratings

Reviews

(1-19 of 19)
Companies can't remove reviews or game the system. Here's why
Lilli Gordon | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
The user interface was confusing to figure out at first in terms of finding where things are located, but it gets easier over time. I do appreciate that I can easily copy and drag and move steps, which I am not always able to do in other tools. This makes making adjustments quick and easy.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The interface and usability are impressive; even if you want to use a new function you have never tried before, it is just so evident and easy to find. The names of the menus and options are logical and make sense, plus the minimized logos again is natural. They must have done a lot of UX research and testing, as despite being a drab blue and grey inside their platform, it's smooth and inoffensive.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I can't give it a ten yet because I'm still getting used to the new inbox. That said, I do find Intercom pretty intuitive and have managed to find new features over time. Like, it's really easy to use right off the bat. But it's also flexible and extensible enough that, over time, you can start to adopt new features and extensions to make it even more powerful. So I'd say the balance between usability and extensibility is quite a on point.
Score 8 out of 10
Vetted Review
Verified User
Review Source
The navigation makes it easy to find what you're looking for. The contextual links to guides, videos, and tours really make you feel that you can always easily work out how to use a specific feature, even if you've never used it before. The clean user interface also helps you focus, so that you're not overwhelmed by too much information at the same time.
Score 10 out of 10
Vetted Review
Verified User
Review Source
The features within Intercom are simple to use. As a new hire, I was able to move throughout the platform to find the best way to interact with our customers. Having the quick links on the side while in a conversation thread with a customer makes life so much easier and helps with response times.
September 09, 2022

Great, but needs to be best

Ashutosh Sharma | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom makes it much easier for us to provide good quality customer support without losing effectiveness in managing the various inboxes we currently have - with high volumes being a frequent reality, working with a tool that makes it easier to not skip on the quality while working down the numbers is vital.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have all of the teams mentioned above, The support, Sales, and Marketing team using the platform for their own requirements and we are able to achieve what we are aiming for as the three teams work together on the same page, since data remains in one place. This helps us ensure that there is no product gap being created while different teams communicate with the same client.
Score 8 out of 10
Vetted Review
Verified User
Review Source
It's easy to use, but I feel like some things don't make a lot of sense. Like if you put a negative event like "hasn't replied to a message" it doesn't naturally wait for a regular time, it just follows as soon as the message is sent. I have to foresee it and wait or do it like "has replied" and a time to it. That could be better made.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Actually, it is my first to use such a platform. So I have no basis for comparing it with others but with my job and my tasks, I can say that Intercom provides well to get my job done.
Score 8 out of 10
Vetted Review
Verified User
Review Source
They made a lot of improvements recently to set up workflows and ease product usage. Analytics are still difficult to follow up. Plus following up on the performance of a email within a workflow for example is super complicated and you cant' duplicate your content easily once it's used in a workflow
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is very easy to learn and use for newbies. They use their features to help the user learn how to work Intercom. I was guided by product tours several times during my initial training. Being slightly more advanced with technology, I wish I could make more changes to the platform, but they have designed it in a way to make it easier for all levels of tech users.
Ziv Peled | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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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