Building a Help Center and Communicationg with Customers
We use Intercom for three primary cases. The first use as as a help center, developing a number of articles explaining how to best use our …
Starting at $39 per month per seat
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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…
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Popular Features
- Email support (105)8.888%
- Ticket creation and submission (104)8.383%
- Ticket response (109)7.878%
- External knowledge base (114)7.474%
Reviewer Pros & Cons
Pricing
Essential
$39
Cloud
per month per seat
Advanced
$99
Cloud
per month per seat
Expert
$139
Cloud
per month per seat
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.intercom.com/pricing
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Intercom?
Intercom is a Customer Service solution that aims to provide a seamless customer experience across automation and human support, with the goal of delivering increased customer satisfaction while reducing costs. Intercom aims to ensure customer conversations are successfully resolved without needing human support, freeing up the team to work on higher value customer conversations.
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: Operational efficiency: Uses AI, Bots and Rules to reduce support costs by freeing up support teams from repetitive questions and tasks.
- Supported: Productivity: Helps to ensure service teams only work on high value questions in a collaborative Inbox.
- Supported: Solves known customer issues by helping them before they get in touch: Sends proactive messages to get ahead of known issues and reduce inbound support volume.
- Supported: Customer engagement by providing direction: Shows customers what to do next without waiting for them to contact support and ask.
- Supported: Customer satisfaction through conversational support: Answers questions immediately in the channel they arise, or the channel that customers prefer.
- Supported: Cohesive customer service: Supports working together in one platform.
Intercom Screenshots
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). |
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 Email support highest, with a score of 8.8.
The most common users of Intercom are from Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(644)Attribute Ratings
Reviews
(26-50 of 260)Companies can't remove reviews or game the system. Here's why
February 06, 2024
Intercom is mostly useful albeit with a lot of setup and not great support on their end.
- Integrates the chatbot with the user documentation for self help by users.
- Onboarding guides help trialers use the app.
- Workflows enable specialized messaging where appropriate per user type.
- The email chains can be confusing as they are not necessarily in order.
- Using the documentation feature for internal docs can be confusing as they can't be in a collection like the public-facing user documentation can be.
- Their support team should track requests and be able to give status updates on them. They do not do this.
February 06, 2024
Intercom Review.
- In-app chat and organization.
- Easy to navigate UI.
- Easy to implement in-app popups, banners, and surveys.
- CSMs/intercom's customer success team could be more unified -- sometimes we will have a question, and our CSM says that is not something I am sure about.
- Some more robust CRM features would be great.
- Live chat support could be quicker.
January 25, 2024
A Incredible app to manage costumer relationship and run a SAAS
- Chatbots
- COstumer Relationship
- Time savier
- Automations
- omnichannel
- Support on site
- More funcionalities on chatbots builder
- Fin
- easier Creation of apps
- Phonecalls
January 24, 2024
Intercom 2024 Review
- Ease of use
- Quick response times
- Macro options
- Appearance settings like font size, colors
January 24, 2024
most useful tool for you
- URL TRACK
- easy development
- full account on the client
- it would be like merge all tickets for 1 client
- send transcript to email
- the macros feature t have "client name on it"
January 22, 2024
Intercom at its best
- Real time sending of message.
- Almost accurate paraphrasing, correcting grammar and changing the tone of messages using AI.
- I love how we can access messages on someone else bucket for research purposes and for faster coordination.
- Everything is great so far.
- Maybe I would love if to-do process is straightforward. Sometimes it keeps coming back to me when I unassign myself before I can snooze the email.
- Maybe I am doing it wrong.
January 22, 2024
Intercom is a great tool for SaaS products
- Series that incorporate both product tours, in-product posts and tooltips with emails.
- Personalised content for different user segments.
- Campaigns that can use both emails and in-product notifications, plus target users based on actions they take.
- More customisation options with email templates
- Additional branding and content option for product tours
- More custom report options
January 19, 2024
Intercom Review
- Support when learning the platform has been great
- Knowledge Center is really helpful.
- Product Tours could be easier to use, especially if you are not experienced in HTML.
January 18, 2024
Excellent Tool for SaaS Companies!
- broadcasting updates via news
- building FAQs and support documents
- live chatting with clients
- easier integration with our database of users
- being able to send messages to just certain types of users (admins)
January 17, 2024
A great support tool
- Tickets
- Workflows
- Providing Data
- The support team is fantastic
- It would be nice if a conversation wasn't marked as "Seen" if another teammate was scanning conversations
- Actually in general it would be nice if these weren't marked as "Seen" as sometimes we do need to gather info from tickets and marking them as "Seen" forces us to do generic replies
- Being able to see specific conversations within specific teams would also be nice
- Also if you could limit someone from seeing someone else's inbox (this might actually be a feature and I just havent done enough research yet) but I would like each team member to focus on their specific inbox, unless they tag someone else into it, or if the inbox is unassigned.
January 09, 2024
Support Specialist review of Intercom
Score 10 out of 10
Vetted Review
Verified User
- Help with empathy and rephrasing words/phrases that need to be adjusted
- Easy to use platform. It is user-friendly and easy to understand
- Customization: It offers various apps that can be integrated for a better experience, such as translations tools
- The AI tools should have a make shorter option
- The research is difficult compared to other platforms such as Zendesk where it is easier to find stuff (accounts, emails, messages...)
- I know that you could integrate better AI tools! The chatbot is amazing, so I'm just missing more AI tools to increase productivity
Score 9 out of 10
Vetted Review
Verified User
- Onboarding and Support.
- Documentation
- Integrations
- Many opportunities to lean on AI.
- Navigation is a little bit clunky/confusing at times.
- Wish we had the ability to customize a few features more than we can.
- Easy to manage multiple chats at one time, quickly switching through details of customers.
- Quick organization tools provided to streamline the process of chatting!
- Beautifully designed to stay focused and manage chats!
- Freedom to customize certain features to have the best personal experience!
- A KEY for Keyboard Shortcuts! Lots of combinations can be used, and would help to provide quick clarity on whats what.
- I wish I could save certain layout settings that I prefer.
- I appreciate the options offered, but wish I could save my preference for Chat Layout.
- Easier ability to mute sound from chats notifications.
January 05, 2024
"Intercom: An Awesome Tool You Should Try!"
- Message synchronization is rapid.
- Instant and detailed customer support is swift.
- Customized reports can provide more flexible options and design solutions.
- Although tutorial videos on YouTube can be translated through YouTube's features, some videos may still lack translations. For users who do not have English as their native language, it can be more challenging during the initial learning phase.
January 02, 2024
A key part of our client delivery
- Allows clients to interact with the support team in live time
- Messaging to clients directly
- Added features costing extra, such as automations
- Notifications can fail sometimes
December 22, 2023
December blues
- For building Help Centre articles is very good
- I love the surveys
- The options in messenger are very helpful
- Tooltips feel a bit glitchy
- The search options for conversations should have better filters (when you look convos using keywords for example or the lack of filter to leave out posts and outbound messages
- Suggested articles not all the time matches what the customer is asking or from the page the customer is opening the chat. It seems that Intercom bot shows the same article all the times.
Score 8 out of 10
Vetted Review
Verified User
- Intercom's ability to centralize customer communication is a game-changer.
- Intercom's automation features have saved us time and streamlined workflows.
- Help desk for users.
- Intercom seamlessly integrates with a variety of other tools and platforms, enhancing its functionality and making it a central part of our tech stack.
- While the platform is generally user-friendly, there is a bit of a learning curve.
- training videos in native languages might help.
- Intercom's pricing can be a bit on the higher side, especially for smaller businesses.
December 08, 2023
Great solution that does what it was bought for.
Score 8 out of 10
Vetted Review
Verified User
- The chatbot is working very well, allowing use to gain a lot of time.
- The chat service is easy to use and clear
- It would be great to have a sleep mode for tickets, allowing us to put a chat on hold waiting for the solution.
December 06, 2023
AI Integration Is Amazing
Score 9 out of 10
Vetted Review
Verified User
- AI Integration
- Assigning tickets - the ability to still find these tickets once assigned
- Personality
- Ease of use
- Articles and help centre
- Live chat - if there was a way to have the live chat pop up as it does for the receiving end this would be a lot better
- Allocate the correct sending email when an email address is forwarded rather than bunch all email addresses together
- Option to forward an email to an outside email supplier for example Gmail
December 04, 2023
INTERCOM ALL THE WAY.
- Communication
- Efficiency
- Problem-Solving
- Organization
- User Interface
- System updates
November 30, 2023
an associate's view
- integration with others platforms
- usability
- IA Assist
- the command's key needs a improvement
- the macros better placed
- the search for closed chats in determined organization should be more easy
November 30, 2023
Easy Customer Support!
- Manage Support Requests
- Working together with colleagues
- Awesome Customer Service
- Easy to learn
- Being able to sort users by name under "All Contacts".
- Improved Filter/Search options for contacts.
November 28, 2023
Amazing all-rounder tool
- Handels automations
- Great chat handling
- Loads of options to choose
- Become more user friendly
November 27, 2023
A solution for a user-centric support style
- Real time conversations via online chat and WhatsApp.
- AI suggestions for online conversations and article enrichment.
- Insightful reports, both default and customized.
- Easy to upload in-app messages, for communicating contingecies for example.
- Easy to integrate to a wide variety of apps.
- Editing tools for articles are a little too basic.
- Not all sorts of messages are available to integrate in series.
- It's not very easy to manage users with multiple companies, also users with more than one profile can't be merged.
- Series, and single messages are not easy to test beforehand, which leads to various trial/error instances.
November 27, 2023
Intercom Review
- Technical Glitches
- General Support and Guidance:
- Enhanced Multilingual Support
- Integration Challenges