Powerful and fast for modern teams
We use Intercom as our main messenger on our website, and also the Help Center tools to offer support to our customers seeking support. …
Intercom
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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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Awards
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Pricing
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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
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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.
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
Intercom Videos
Intercom Integrations
Intercom Competitors
Intercom Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| 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, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian). |
Intercom Downloadables
- Free eBook: The Intercom Customer Support Trends Report 2022
- Free guide: How to Build an Expert Onboarding Strategy
- Free eBook: The Ultimate Modern Support Tech Stack
- Free eBook: Supercharge Your Support: How In‑context Support Can Boost Your Bottom Line
- Free eBook: Future-Proofing Businesses with Modern Customer Engagement
- Free eBook: Unlocking Customer Engagement: Drive Action With In‑Product Messaging
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.
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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February 02, 2023
Powerful and fast for modern teams
- 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.
February 02, 2023
Must use Intercom - Very efficient and easy to use
- Closing emails down quickly
- Assigning emails out automatically
- Using smart software to pick up common replies and using them by pressing #
January 25, 2023
A tool that makes support easy.
- 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.
January 04, 2023
Great tool ! In good hands incredibly useful
- keep track of every comunications
- keep the team informe
- be able to share the comunications of our clients with team
- add new recipients in the emails
- search sometimes is hard
- a chat for the team members
January 03, 2023
Great Value for Customer Support
- 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
December 29, 2022
Yes, you can be in love with a system!
- 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.
December 29, 2022
Using Intercom in a coaching company.
- 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..)
December 24, 2022
Intercom - Everything you need and more!
- The visuals of the platform are awesome.
- Very complete program.
- Customer service from Intercom is very good !
- If we could custom the colour of the chatbox.
- Even though the platform is easy to use, it can be hard to find what you're looking for.
- 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
December 09, 2022
A game-changing approach to elevating our customer comms
- 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
December 08, 2022
Flexible, Convenient and Efficient Communication Channel
- 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.
December 05, 2022
Providing Support with Real Human Touch Thanks to Intercom
- 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
November 14, 2022
Can't live without Salesmate
Score 10 out of 10
Vetted Review
Verified User
- screen sharing with upscope
- viewing clients store information
- sharing articles
- easier scrolling of macros
November 10, 2022
Intercom for better customer communication
- Live chat
- Survey
- NPS
- Client journey reporting
- Tracking
- The onboarding is a little difficult.
- Dashboard can be little more intuitive.
- Deleted messages are not fully deleted.
November 04, 2022
Intercom is a top tier front office comms platform.
- Email handling.
- Routing.
- Dashboard.
- Workflow rules.
- Would love to see Intercom become more of a full scale CRM tool.
- Dashboard customisation and ease of integration with Power BI or Tableau.
- 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.
September 22, 2022
Intercom improves how you interact with your customers.
- Communication
- Data Collection.
- Usability
- Improved email templates.
- Easy to create customer journeys/sequences
- In product tours
- In product tool tips
- customer support could be better
- wish posts looked less like pop ups
- the interface is difficult to use at first
September 21, 2022
Customers at the reach of your fingertips
- In-app posts
- Multimedia sharing
- Email for specific audience
- Reporting
- Tag Integration post
- Dinamic messages (Include buttons with links or actions)
September 14, 2022
Intercom is every start-up/scale-ups friend.
- 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.
September 14, 2022
Is there anything better than Intercom? Can't imagine my day without it.
- Customer communications management.
- Third-party integrations.
- Reporting and insights.
- Read my mind?
- Voice control?
- Really, it doesn't need much.
September 13, 2022
Intercom is helping us stay connected to customers with ease
- 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
September 09, 2022
Wonderful Customer Interactions.
- Live Chat.
- Reports on Metrics.
- Customer Service.
- Glitchy updates.
- Macro abilities.
September 09, 2022
Great, but needs to be best
- customer information
- Customer interaction
- Custom Updates
- Outbound Messaging
- Usage of Gifs
- Their own customer support
- Pricing - allowing some bot sessions at a lower price