Intercom

Intercom

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.5 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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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 …
Continue reading
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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 highest, with a score of 9.2.

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

 (324)

Ratings

Reviews

(1-25 of 100)
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Score 9 out of 10
Vetted Review
Verified User
Review Source
I use Intercom, more or less on a daily basis, to address several customer concerns, specifically on matters that involve billing. Sometimes, the customers have multiple concerns that include issues outside the billing process therefore I pass it on to other teams via Intercom by re-assigning the conversation to a team or a team member.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is our primary chat assistant to capture leads from our website. We drive growth with targeted messages, and convert website visitors into loyal customers with personalized messages, bots, and real-time chat right when they need it. We increase engagement with coordinated campaigns, and onboard and activate new customers while re-engaging current ones with targeted messages, product tours, and email campaigns.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use the platform to provide support to our customers when they need some kind of support regarding our system. Generally, the support provided is related to the use of Our platform and specific questions about its functionalities. Was the most fluid way we can find to solve our customers' problems directly.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Intercom was very useful to chat with our website visitors. My sales team was able to instantly connect with potential buyers and remove potential friction. We were also using intercom mailing system at some point to onboard our clients.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Direct connections with consumers. We were too distant before Intercom, but now we are right there waiting for them to interact. The ability to respond when a thought strikes them in priceless.
Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used by our demand sales team, supply sales team, customer care and account management. It allows users to find content or get in touch with us via the right means and if that means is live chat it facilitates that in real-time.
July 08, 2022

The Best

Becky Jewell Laughton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 at lightning speed and deliver a solid, seamless customer service experience when our customers need it most. It's easy to use for our employees and for customers alike.
July 08, 2022

Intercom Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
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 time to the needs of the leads. It allows us to create personalized messages and follow up with them as quick as possible. It is used across the whole organization.
Thomas Harding | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used across our entire organization to manage customer support issues. It allows us to communicate in real-time with customers to identify, diagnose and resolve issues. We also use Intercom to automate communication on components of our onboarding process.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Intercom for support primarily, but also to facilitate sales engagement on our marketing site and landing pages. Intercom also provides our Help Center and allows us to send direct mass messages to customers. We love the interface and especially the fact that the company is so dedicated to customer success with constant product improvement and thoughtful resources. Intercom is robust enough to help us meet our customers' needs but also simple for new employees to learn.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are a B2B SAAS company and Intercom is used for 3 main purposes: Live chat support on the platform Sending out feature update announcements on the platform Product tours for new users as well as new features getting launched for existing users Works pretty well for all of these use cases. Intercom also has chatbots and marketing capabilities but we do not utilize that much.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Currently we use it across three departments only. This helps us start the selling process online, helping the customer get information before they have to call in. We gather necessary information via Intercom chat and direct them to the correct department for insurance purposes. It allows us to reach more customers who may not have the availability to call in during work hours.
Klaas Schippers | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
You always want to be in the know about what your customers are thinking. The phone used to be the way that customers communicate with you but this is more and more into chat nowadays. For that, you need a tool that can not just handle a lot of chats but is also easy for customers and prospects alike. Intercom does so much more than just inbound chat, with SEO options, Marketing options, and more.
Jonathan Yarbor | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Providing support for your customers involves a lot of thinking from their perspective. If you compare the customer experience from a Chick-Fil-A to that of KFC for example, you'll find that Chick-Fil-A spent more time feeling the customer's pain points in how they order and consume their food. Weird analogies aside, that's what Intercom does to earn a multi-thousand dollar a month bill and have us pretty happy to do so. From providing easy gifs and other normal chat functions in 2022 to being one of the few accessible chat widgets for folks who are vision impaired, or being one of the few chat widgets that are optimized for the web to not impact your SEO. Further, the extensibility of Intercom makes it more useful for marketing, customer messaging, and deep support problems where you may have to dig into the issue your customers are facing. Intercom helps you prioritize and celebrate the support experience and that is what makes it a significantly better product than most others.
Susan Hurrell | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom lives on all four of our product sites, to allow us to communicate with prospects, clients, and admins/end users. In addition to synchronous chat, we use it to broadcast communications to select recipients. It is used by our sales/business development team, as well as our Client Care team.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is used for all front office inbound customer service, collections, and customer success email inquiries. The teams use different tags and workflow routing rules to monitor and transfer requests to the correct response team. Inbound volumes, SLAs, handling time, and throughput are all measured via Intercom's built-in dashboard facility.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Intercom on the Business side to provide in-app, live customer support. The business problems that this software addresses are numerous. Prior to Planhat, we had to use an email-driven support setup - this leads to problems as many of our customers don't want to have to leave our app to get support, and it's not instant. Additionally, Intercom's in-app overlay provides a great experience for the customer, in that it is clean, and just a good feeling for the customer as it's almost like we are always right there with them.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom helps us streamline the user experience by providing guided account tours inside our product, highlighting new features, and promoting upcoming events and webinars. It also helps our support team with online chat. Specifically, we have been able to reduce the response time and thus improve the customer experience by encouraging in-app chat with Intercom.
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use the Intercom on a daily basis to stay in constant communication with our end-users, as well as link it directly to our external phone application. This allows us to get notified if we miss a call and follow up. We also integrate our help guides into the Intercom, so we can update those guides easily and quickly as well.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We used Intercom on our home page to intake questions about sales, services, features, scheduling, and occasionally support. Inside our app, we implemented Intercom as part of our real-time support imitative. On the home page, we'd often receive questions from BDRs about pricing, and seeing demos, but that information didn't flow into any other system so we moved to use Intercom to combine prospect and customer communications into a single platform so support agents could jump in and help answer questions.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is currently used to correspond with the customer with regards to products and services offered. Escalations are also handed between agents and support. Chats are assigned to agents automatically, which will help with ensuring that our customers are assisted in a timely manner. We also access reporting to ensure that all agents are performing optimally for the success of our business.
Will Goad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Intercom is used as a Help Center across all three of our products. In two of our products, it is accessed as a standalone Help Center. In one, it is accessed In-App. Additionally, we use Intercom to manage chat for both sales and customer support on our SaaS product. This tool is also used to house our Tips & Tricks Videos and Release Notes.
Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Intercom is used in BUSSI as our main communication channel with our users (passengers) and our drivers. For passengers, we collect all customer service channels such as Facebook, mail, website chat, and application chat so every conversation enters Intercom and our customer care agents are able to reply and follow-up from a single place. For Drivers instead of using isolated WhatsApp groups we have implemented a driver application that has embedded the Intercom chat and it works as a bidirectional channel to support them in any situation.