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Intercom Reviews

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197 Ratings
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Score 8.6 out of 100

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TrustRadius Top Rated for 2019
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Reviews (1-25 of 62)

Veronika Baranovska | TrustRadius Reviewer
February 18, 2020

Great tool for businesses that want one tool to do it all (or at least most of it)

Veronika Baranovska
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom cemented their position in the SaaS world with their chat, and that indeed remains one of the strongest features of the platform. We used to use Intercom across the whole company, but after implementing a different marketing automation tool, Intercom is now only used by our support team for live chat and the marketing team for some notifications.
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Manan Vora | TrustRadius Reviewer
January 17, 2020

The best for your online sales, engagement, and support systems

Manan Vora
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Intercom for the following:
  • Talk to website visitors to enable sales.
  • Book Demos and register interest for visitors.
  • Provide an onboarding tour for new sign-up.
  • Send onboarding emails to new sign-up.
  • Provide support via live chat on our software dashboard.
  • Provide a knowledge base/self-service support system via the article.
  • Send marketing emails based on actions/interactions from the user.
  • Track current software usage and map user journeys for our sign-ups.
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Brad Crabtree | TrustRadius Reviewer
October 31, 2019

Intercom for small teams

Brad Crabtree
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom is used in our Customer Support and Marketing departments to manage customer support through live chat, email marketing campaigns and customer update emails, virtual site tours, and on-page pop-ups.

It acts as our CRM and keeps a record of customer communication history and webpage visits, giving us the ability to identify new users or those at risk of slipping away.

The email tool allows for manual, scheduled or automated emails based on specific event triggers.
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Anonymous | TrustRadius Reviewer
February 22, 2020

Great product for chat like support

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We were using Intercom for customer service purposes at 2 of the companies I have worked at. It was used by customer support, product, and sales at the beginning and the end by customer support primarily. It was a good experience overall. We implemented it, so it's embedded on our website, and people can reach out using Intercom to our product team.
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Anonymous | TrustRadius Reviewer
January 10, 2020

Leads at your fingertips

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Our sales and marketing team manages intercom 5 days a week. It is accessible to prospective clients, current customers, and anyone else who gets on our website. We direct current customers to our support email and phone or answer any simple questions they have. We also gather and qualify potential leads that come in and ask questions about our product.
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Anonymous | TrustRadius Reviewer
January 08, 2020

The right platform for SaaS platforms to engage with their users

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Intercom to communicate with all of our platform users, manage user activation, user engagement, send marketing campaigns to inactive users, answer doubts and work with other funnels. This includes articles and product tours. We also use their bot to automate answering basic doubts, generating leads via the platform and other activities that can be automated with that.
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Anonymous | TrustRadius Reviewer
October 31, 2019

Intercom is a great tool and needs just a few improvements to be truly perfect!

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Intercom to communicate with our partners, which we have thousands of (hotels, airlines, car rentals, activities vendors, and so on). Intercom is a chat integrated on our website so that our clients can contact us and get an immediate response. When it comes to travel, emergencies happen all the time and our partners reach out to us all the time to investigate past/ongoing /or future travel issues of our mutual customers (travelers).
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Jacob Pitcher | TrustRadius Reviewer
May 21, 2019

Intercom is now part of the foundation for developing amazing customer relationships.

Jacob Pitcher
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom was used at HeyOrca primarily by the Customer Support team, but we would regularly pull Product, Dev, & Sales folks into the platform to provide more context on our customers' problems. Intercom was instrumental in helping us forge relationships with customers and bring to light the issues they were having or the successes they were seeing.
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Alexa Fuhrman | TrustRadius Reviewer
July 23, 2019

Interested in Intercom!

Alexa Fuhrman
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom is being used for our customer experience team. We use it to speak with customers and to chat on our online site! It's very easy to use and I've never had any trouble dealing with it. This platform allows our team to divide up the work load by seeing who is available. We each have our own log in's under the company account. Overall, it is very customizable as well for what you want for your website.
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Ben Gelsey | TrustRadius Reviewer
July 01, 2019

Invaluable for new websites but only occasionally needed for established sites

Ben Gelsey
Score 7 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We installed Intercom on our website to allow our users a low-friction way to get in contact with us if they needed customer support. Living directly on your website, Intercom is much lower friction contact method than expecting your users to open up their email client to send you a message if they have a problem. Both our cofounders had accounts on Intercom to interact with our users.
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Brandon S | TrustRadius Reviewer
June 27, 2019

Don't Run Your Online Company without This

Brandon S
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

In the past, we've enhanced the revenue of our Saas clients by leveraging Intercom. The great thing about Intercom is that you can use it to track every interaction within a specific Saas platform. For example, if our client was an email marketing company, we can track everything a specific person did inside that email marketing platform. This helped us, and our clients, find the most engaged customers and find out the most important tools they used.
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Anonymous | TrustRadius Reviewer
June 09, 2019

Perfect For Small Companies Who Want To Quickly Offer Chat Support

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom allows our support team to assist our e-commerce customers through the checkout flow without breaking our company's bank. It's reliable, stable, and easy to implement. We predominantly use Intercom by integrating it onto our Shopify pages. This allows our customers to reach out to us when they're checking out. By offering Intercom's elegant chat solution here we are able to increase sales and answer our customers' most prudent questions.
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Anonymous | TrustRadius Reviewer
May 17, 2019

Intercom for Customer Insights

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Intercom to send mass communications, in-app and via email to our users. It is also used by our Customer Experience department to gather insights on user sessions within our software (i.e number of times they have logged in, which browser is being used to access our software, features being utilized).
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Anonymous | TrustRadius Reviewer
April 26, 2019

Really useful product.

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.
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Anonymous | TrustRadius Reviewer
March 29, 2019

Intercom - A Chat tool that has scaled to more things, but remains a B2B tool

Verified User
Score 6 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

It is being used primarily by the marketing department for in-app messaging/user segmentation and broadcasts inside our app. Largely the messages sent via Intercom to our users are for retention, funnel improvement or promotional in nature. Occasionally it may be used to make announcements that are sensitive in nature e.g. a security concern.
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Dailius Wilson | TrustRadius Reviewer
October 11, 2018

Feature Rich. A Game Changer. Intercom saves me $75,000 per year

Dailius Wilson
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom is a fantastic product used across various aspects of our organization.

  • We use Intercom in a sales capacity to nurture initial visitor traffic and repeat visitor traffic using a combination of automated messaging and lead routing sequences to make sure we stay on top of all opportunities. Furthermore, as visitors return to our site, we are able to use rule based messaging to create impetus for them to convert to enquiry or convert to trial.
  • From a customer success perspective we use intercom to manage all of our support ticket workflow and to make sure clients are supported in real time as they onboard through the product and in the later stages of their life cycle.
  • From a marketing perspective, we enjoy that we can easily message our uses in app or on a number of different platforms to run promotions and to provide education around further use cases for GetAccept
  • From a billing perspective, all customer data is managed within Intercom allowing us to facilitate full lifecycle management of our customers
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DJ Kline | TrustRadius Reviewer
January 18, 2019

Intercom is great for sales

DJ Kline
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

The two main department users of Intercom for us are sales and marketing. In sales, we use it for chatting with website visitors in real time. We have integrated Intercom with Slack to get alerts and respond in real-time. Marketing has set up welcome messages on our website to welcome visitors and let them know we are here to help in any way.
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Nikhil George | TrustRadius Reviewer
September 11, 2018

Intercom - the one stop shop for all SaaS and other businesses

Nikhil George
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use intercom across our marketing, training and product departments. Marketing uses it on certain webpages to generate interest for special resources or to enables visitors to contact us if they have questions. Training uses intercom to advertise training sessions or to show how to use a particular feature. Product uses intercom to notify users of new releases. Intercom allows us to quickly and easily send messages to our entire user base or to targeted users.
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Tim Berman | TrustRadius Reviewer
September 10, 2018

Every sales team needs Intercom

Tim Berman
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use live chat all day, every day with our site visitors. We like how Intercom does not ask for a name and email address up front, so there is very little friction. Very nice looking chat interface as opposed to Zendesk and LiveChat, which look and feel like live chat from the 1990s. It makes us easier to reach.
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Sundeep Gopal | TrustRadius Reviewer
September 05, 2018

Customer success made easy!

Sundeep Gopal
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom has been a real game changer for us in the way we operate. We have used many tools and platforms before to track user activity on WaveMaker, and they had very limited capabilities. However, with Intercom that has changed because everything can be customized inside the platform and the best thing is you can also interact with users within Intercom. Tracking user activity provides valuable inputs and helps us serve our users better. With the help of Intercom we have changed how we nurture users and have been helping our users better.
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Anonymous | TrustRadius Reviewer
February 13, 2019

All in with Intercom

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

We use Intercom as a chat, support and communication tool. It is heavily used by our Support/Experience team (much more than other departments) but is also used across the entire organization. With a client base of nearly 1,000, we were finding it difficult to keep track of "tickets" that came in through Zendesk. It was overwhelming and didn't provide the capabilities we needed to provide world-class service. With Intercom, we're now able to have real-time conversations with our clients and address their issues in a much more timely manner.
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Anonymous | TrustRadius Reviewer
January 07, 2019

Intercom needs customer ratings customization, and auto-import to CRM

Verified User
Score 5 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

My former company temporarily used Intercom as a live chat tool with prospective customers. It was a lead generation tool to generate sales.

Goals, and business problems we wanted it to address:
  1. Manage all chats on our website for sales purposes.
  2. Automatically import all conversation to our CRM, the most common CRM that exists :)
  3. Manage a simple 1-3 CES (Customer Effort Score) with a custom range and editable question to our customers to rate their satisfaction with the chatter who spoke to the customer.
Intercom could handle #1 with grace, but could not handle #2 or #3 as of May 2018.
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Anonymous | TrustRadius Reviewer
November 27, 2018

Intercom: Revolutionary user communication tool

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom was used by our organization for 3 primary purposes. One was to facilitate the sales process on our website and keep users engaged. Our sales team used Intercom's automated alerts to reach out to potential customers while they were on our website and help them through the buying decision process. The second primary department using Intercom was our support team. Support executives used the chat feature to help current users navigate through our website with helpful automated suggestions and the support chat feature. Finally our data analytics and marketing team used Intercom to send targeted notifications to different users based on usage statistics and user segmentation which was facilitated by Intercom's powerful technology stack.
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Anonymous | TrustRadius Reviewer
February 08, 2019

Real customer connections happen on Intercom

Verified User
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

Intercom is used across multiple teams in our company for multiple purposes. It runs on our website as a live chat solution for communicating with prospects. It's also integrated with our product to support customers/users and share announcements. Finally, our marketing team uses Intercom to deliver NPS surveys and drive revenue through up-sells/cross-sells.
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Intercom Scorecard Summary

Likelihood to Recommend (197)
8.6
Likelihood to Renew (3)
9.6
Usability (1)
9.0
Support (2)
7.2
Implementation (1)
10.0

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.
Categories:  Chatbot,  Customer Success,  Email Marketing,  Help Desk,  Push Notifications,  Live Chat

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.