Intercom

Intercom

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Top Rated
Score 8.6 out of 10
Top Rated
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

I love Intercom

10 out of 10
November 29, 2022
In my work, we use Intercom so that we can communicate with users and answer all their inquiries and assistance to know how to use the …
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How Intercom Differs From Its Competitors

Integrations

It integrates seamlessly with Jira (our project management and bug reporting software), so we can easily keep track of the status of bugs and issues customers are facing.
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Integrations

So, we have the data of the users account numbers on the side for detail and their email address which makes it easier for us for finding the users accounts on our own software
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Integrations

I personally use it with Linear and Zapier, to get some numbers from the users based on their usage of the Opteo platform. This helps us make informed decisions and easily get breakdowns for a specific segment of users.
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Integrations

We do integrate with GitHub. It makes it easier to create tickets for the tech department directly from Intercom conversation.
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Integrations

We integrated Zoom, Stripe, Google Analytics, Article inserter, WordPress, and Zapier. It's great because it allows us to share and centralize information!
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Integrations

We integrate Intercom with Canny, Calendly, Macros, Articles, Gifs, Surveys, Tickets, Pipedrive, Salesmachine, Stripe, Linear, and a lot of other apps. They are very easy to integrate and work really well with shortcuts, reducing the time of response to the clients and improving our communication …
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Integrations

We integrated Intercom with Slack. This is helpful as the messages can also be sent to our Slack workspace. Messages can come with intercom links which will redirect us to the intercom conversation. It's also a way for our company to rest assured that all queries will be addressed especially with …
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Integrations

This is true, as we connect the Intercom with our back-end and the application, so all user data is connected, and thus extracting a product for us helps us know all the data we need, such as user data and the last time they used the service and do they benefit from all the features or not, and we …
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Integrations

we use it with Upscope to screen share with our clients to onboard them. we also have it linked to our companies help center and blog postings. :) Can't live without Intercom
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Integrations

We integrate with Slack to improve our response speed to customer inquiries as we use Slack as our primary staff communication tool. Since integrating with Slack, we have been able to easily respond to customers' inquiries- even on our mobiles when we are out of the office.
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Integrations

Yes we integrate Intercom with other tools such as Amplitude so we can use product data and also with our new customer success tool, Vitally so that we can easily see customer platform interaction where we see all of the other customer data. Our product team also uses it for announcements.
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Integrations

We have connected Intercom directly with our website, and it collects information from new leads and newly created users on our platform. We also connected Intercom with ClickUp, ProfitWell, and Slack using Zapier to transfer important information for Churn reporting, our cancelation process, for …
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Integrations

We use an intercom plugin in our proprietary platform to measure user behavior. Our Intercom accounts are connected with HubSpot, our CRM, to direct our Customer service and account management teams. Our marketing team also uses this API connection to build and refine marketing lists as an outcome …
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Integrations

We display Salesforce account and user data in the sidebar with every conversation that comes in. We also use the Jira integration, so if I need to make a formal Engineering bug report, I can do that with just a couple of clicks. I also send video instructions to customers, so the Loom integration …
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Integrations

Intercom makes it easy to find, discover and install other tools that can be used alongside Intercom. We've been able to successfully integrate tools such as Typeform to be able to ask for customer feedback via surveys in the product via the intercom messenger, and Slack to be notified of any …
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Integrations

Our organization uses an Intercom daily. This is the heartbeat of our support team and the way we get to interact with customers each day. I would say that Intercom is a one-stop shop when it comes to Customer Support and Live Chat speeds. An intercom is a wonderful tool with not many crashes!
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Integrations

We use tools like Calendly along with Intercom. Tools like ClickUp, Zoom works amazingly great. Wonder if the store also had a gif maker free for its users then it would have been really great. We also use Intercom for internal training as for some cases the chat interactions are helpful for the …
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Integrations

We use a few tools along with Intercom and a lot of integration with our own website to provide easy insights into a customer journey. Using tools for chat surveys, Product Nps and Marketing helps us track and trace a client's journey effectively. InMoment survey is one of the integrations I'm …
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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

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Unavailable

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…

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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Product Details

What is Intercom?

Intercom offers customer service software that aims to redefine how businesses communicate, enabling them to connect directly to customers using messaging and automation. Intercom enables teams to scale support without investing more resources, with the goal of creating happier customers and more efficient support teams.

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: Self-Serve/Automation
  • Supported: Chat/Human Support
  • Supported: Early & ongoing onboarding
  • Supported: Announcements

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: Let in-context customer surveys take business to the next level. 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 Videos

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 Support Suite, Freshdesk, and HubSpot Service Hub 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).
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Comparisons

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Reviews

(1-25 of 125)
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Score 10 out of 10
Vetted Review
Verified User
  • Inbox Management for internal support team is incredible.
  • Resolution bot is powerful and effective at solving common inquiries with no need for a human to have a touchpoint.
  • The inbox is easy to use and intuitive for customers.
  • Their reporting tools for custom reports and default reports aren’t super advanced, and would love to be able to dive into my data further.
Wojciech Wardaszko | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Letting people come back to their past conversations in chat.
  • Identifying customers based on internal IDs, so the service can be personalized without accessing any PIIs.
  • Pushing notifications to the whole user base in one go.
  • Intercom offers chats, but they are not treated like text calls - there is no continuous ringing or dynamic assignment of cases. Things that would help make Intercom chats instantaneous are missing.
  • On lower tiers reporting is really limited, so much I personally never use it.
  • Prices for feature packages are quite high.
Score 8 out of 10
Vetted Review
Verified User
  • Platform to communicate with users
  • Can also answer basic queries on the fly thanks to the mobile app
  • Easy to distinguish between tickets and assign teams based on them
  • Quite difficult to navigate to special notices
Score 10 out of 10
Vetted Review
Verified User
  • Easy user interface.
  • Many choices of communication (in=app messages, pop-ups, emails and etc.)
  • Quick and helpful support.
  • Keyboard shortcuts quite often cause actions to be done that were not intended.
  • Reports can be a bit overwhelming.
Score 10 out of 10
Vetted Review
Verified User
  • Classify and qualify entering questions.
  • Create Posts / Chats / Banners to enhance a new feature, something to share with our clients.
  • Create surveys to know more about prospects & clients.
  • Creating files in the Outbound sections (so we can differentiate the type of message sent).
  • How messages appear (always at the bottom of the message/conversation and not the beginning).
  • More personnalisation of the chats/post (square, round..)
Anamaria Rodrigues | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • Metrics from all users of the company, including first response time and a overall time of response
  • Metrics from written articles
  • Possibility to create tour guides
  • Custommer service always available for consults
  • Some improve at the notifications settings could be done
  • The snooze system at the chat could be more trained to understand how we usually snooze chats at intercom
  • The automatic snooze system could have more options, like a customized one
Score 10 out of 10
Vetted Review
Verified User
  • Case management - allowing other teams (dispatch, accounts) to all contribute
  • Snoozing - allowing us to come back to enquiries and ensure they're never forgotten
  • Simply on-site contact with our team with live response times that build confidence
  • Canned replies - allowing us to introduce consistency and high standards in all our comms
  • Outbound email - incredinly powerful, ensuring all our comms are in one place
  • Multi-branded messengers on two different sites - allowing us to centralised responses behind the scenes but maintain brand separation
  • Exporting conversations - we need to do this for things like customer disputes and chargebacks, however the export is a simple unformatted text file, which is not an acceptable capture of the threads as it can be simply edited. A clean and neat PDF export would be fantastic.
  • Better/simpler spam and abusive user blocking, maybe based on IP address or sender domain
  • A lower cost - there are many free/low cost platforms now, and I feel your costs are high
Harold Dimla | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
  • I love the Note feature, which helps us organize folks to share our ideas in resolving a problem.
  • Macro, this helps us to save our message templates. We also use this when we have seasonal offers that we send out to the customers through the convo. And for outages as well this is helpful.
  • Integration. Our intercom is integrated with Slack, Airtable etc.
  • Can provide us the data analytics we need.
  • I think the new GUI, needs improvement. It has fewer borders or lines. But I believe this can be improved.
  • I hope there will going to be some thumbnails one some file formats.
  • Their support should improve their response rate since taking long for them to reply.
Vojtěch Šobek | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
  • UX of the product. Very easy and intuitive to use.
  • Focus on the one thing and doing it well
  • Vision of communication in the future
  • All support materials like Academy
  • Tickets. They are not 100% perfect.
  • Pricing. It's kind of not fits to our needs. (but we still use it - it's the best option)
November 29, 2022

I love Intercom

Score 10 out of 10
Vetted Review
Verified User
  • Through it we set up macros that make it easier for us to send replies faster
  • We can launch campaigns from time to time to encourage our users
  • Following up with the users who doesn't commit well
  • I want the Rizo bot to work more professionally and not to make mistakes in the answers
  • Sometimes I became lost in team performance dashboard so I need more explanation
  • But overall everything is great
Susan Hurrell | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
  • synchronous communication
  • easy-to-deply chat bots to manage conversations
  • greatly improved interface for ease of use
  • data analysis and reporting could be better
  • More than one "sound" alert when a new chat starts - in an age of headphones, and online meetings, sometimes the single chime that a new chat has started gets missed.
  • editing and archiving of communication pieces could be improved, more editing options for past post titles, etc.
Score 9 out of 10
Vetted Review
Verified User
  • Live chat.
  • User comms.
  • Marketing comms.
  • API
  • Support inbox.
  • Tracking and metrics of user activity.
  • Email comms functionality and plugins.
  • Measuring email comms interactions.
  • Still required to run email support alongside cannot totally replace support@inbox just yet.
  • Easier data imports and exports.
Score 8 out of 10
Vetted Review
Verified User
  • Intercom is easy to use and understand regardless of your role or technical knowledge
  • They have contextual guides within the product to help you understand how to use their best features
  • They're always improving the product with new useful features such as banners, product tours, and surveys
  • I sometimes get confused about how to best target relevant customers for a specific campaign
  • I wish I could preview a whole series flow to see how it looks before pushing it live
  • Building out series ins't always clear when something will send and when it won't
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