Intercom

Intercom

Customer Verified
Top Rated
Top Rated
Intercom

Overview

Reviews

Increase Communication with Intercom

8
Intercom is used primarily by our marketing team in order to engage visitors to our website. This in turn helps support sales by creating …
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Live chat customer service scaled properly!

9
Intercom is a telecommunications platform that we are using to manage chats as a system to help customers who need help. It is being used …
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Intercom Review

9
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 …
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Support for all levels of tech

8
We are using Intercom as a way for our members to contact support and success departments regarding questions and concerns when using our …
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A great tool to engage customers

8
We are an Ed-Tech Start-up. We provide courses on various topics like App development, website development (Frontend and Backend), Cloud, …
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Great product for chat like support

9
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 …
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Reviewer Pros & Cons

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Pricing

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Start

$39

Cloud
per month

Grow

$99

Cloud
per month

Product Tours

$199

Cloud
per month

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

Features Scorecard

No scorecards have been submitted for this product yet..

Product Details

What is Intercom?

Intercom is a Customer Communications Platform.

Intercom aims to help users build better customer relationships through personalized, messenger-based experiences across the customer journey. The vendor boasts companies like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.

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.

Intercom Screenshots

Intercom Video

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, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish and Vietnamese.

Alternatives

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Frequently Asked Questions

What is Intercom?

Intercom is a contextual messaging system that supports live engagement with customers via text, chat, or email. It also supports triggered emails, customer segmentation and analysis, as well as integrations with MailChimp and Salesforce, and further extensibility via APIs and webhooks.

What is Intercom's best feature?

Reviewers rate Implementation Rating highest, with a score of 10.

Who uses Intercom?

The most common users of Intercom are from Small Businesses and the Computer Software industry.

Reviews

(1-25 of 84)
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Will Goad | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Chat within SaaS applications.
  • Creation of simple tutorials or articles.
  • Housing of training/customer-facing videos.
  • The ability to track and catalog service tickets by ID/Customer/Etc.
  • Reporting functionality could be stronger, I believe.
  • I believe that the ability to build out asynchronous learning plans.
Ramón Carmona Medina | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Intercom integrates the majority of channels in a single place so it makes it easy to manage customer care teams
  • Intercom has a very dynamic style of conversation, forget about the boring ticketing systems. Intercom is the tool to go and users appreciate it a lot.
  • You can separate several intercom accounts, this way you may have a customer care team that only works for passengers and a logistics team that only works in drivers for example.
  • It has many other features like push notifications, mail marketing campaigns that are already built into intercom.
  • they just need a WhatsApp business integration and it could be the perfect tool out there.
  • They still can improve a lot the audio messages or features for voice communication
  • Intercom nowadays make use of tags which I think there is plenty of room for improvement.
Duane Thompson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Customizable messages and multiple screens to manage communication
  • Responding to conversations via email, social channels and mobile app
  • Customers are offered guided experiences about our products
  • Customer support tickets are not listed on their website
Hayden Anderson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Providing a place where our sales and marketing teams can chat live with the best leads in real time, vs. waiting for them to book a meeting.
  • Very each to navigate and train others on using.
  • It is pretty easily integrated with several other tools in our stack.
  • It would be nice to have a better internal interface within the app. (UI)
  • They could have more integrations, or resources around how to find existing integrations.
  • It would be nice to have an easily findable place to learn about more complex use-cases like connecting predictive scoring solutions like MadKudu.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Chat communication between customer and agent
  • Allows us to customize questions to get customer to correct department
  • Integration with Slack
  • Integration with email so that chats don't go unnoticed
  • Price point--they are a bit pricey when it comes to upgrading
  • Work on cursor tracking
  • More filtering options for assigning customers to Slack channels
Jono Child | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Live Chat
  • Articles/Help Centre
  • Alerts/Banners to users
  • Flexibility for who to contact and how they respond - different bots
  • Reporting
  • Integration with Salesforce needs a bit of love
  • Being able to use properties of events to get details about the user
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Usability - Using the Intercom is very simple and easy
  • Fast content delivery - messages arrive when and where I need them
  • Helps user to become more independent
  • New functionality (Series) is little more difficult to understand
  • There is no possibility to archive a communication
  • When the user doesn't open a message, it stays in the inbox, making it difficult to receive the others, and there is no way to clear this inbox
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Segmenting contact information into separate cohorts.
  • Creating engagement campaigns in both chat notifications and emails simultaneously.
  • Keeping a log of all chat bot conversations and routing them as needed.
  • Integration with CRM (namely Salesforce) could be more robust.
  • Integration with calendly can be buggy at times.
  • Would be nice if it auto removed hard bounces.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • Customer Support (they usually get back to you relatively quickly)
  • Releasing new features and improvements
  • Customer Cohort Segmenting
  • Slow, bloated experience (though this is improving)
  • Confusing a la carte pricing
  • Slow execution of user-initiated actions (for example, email can be delayed because of a backlog, as can records export)
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • User friendly and easy to use
  • Chances of increased collaborations within team [can assign, forward messages ]
  • Helps in providing support to clients without juggling or moving between multiple apps
  • It has helped us Increase the visibility of client conversations across our team [HR team, customer support team, operation team]
  • Customization can be improved
  • Filters like closed queries through date/time can be improved/added
  • Pricing model is a bit confusing
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • You can automate almost everything!
  • It is great to use in terms of automated messaging.
  • Intercom's customer service is awesome! They reply really fast in case there are some issues.
  • Personally, I think it best suits well-developed companies--the ones who have funds to spend.
  • Need to be a little more flexible
  • Must have notifications!
Veronika Baranovska | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Brilliant live chat functionality.
  • Easy to collaborate with teams when replying to customers (easy assigning in chat).
  • Poor marketing automation functionality and tracking.
  • Too many packages and add-on services since the rebrand (can feel limiting as a legacy user).
Manan Vora | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The chat system is very easy to install, isn't too obstructive and provides visitors and users an easy way to interact with us.
  • Their engagement tracking for users and subsequent emails and in-app message sending system is very sophisticated. Our entire onboarding process relies on Intercom.
  • Their pricing is super steep and can get expensive for early stage companies.