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
(51-75 of 260)Companies can't remove reviews or game the system. Here's why
November 27, 2023
Pretty Satisfied
- Filters for outbound messaging
- Easy set up
- User friendly
- Nice community of other users
- Reports could be better
- Pricing is very complicated, especially if you're not in the US
- Being able to change a value from text to number would be awesome
November 27, 2023
A review for customer support
- Report dashboard, dashboard is easy to use and see everything in 1 glance
- Interactive and fun UI/UX
- Flexible in terms of integration with other tools
- Inbox rule is a pain, there is no way for you to manage it in one glance and grouping
- Customer support is not efficient, often take more than 1 day to respond to you
- Lack of flexibility in report customisation, you can't customise the report as you wish and will have to follow the template
November 24, 2023
Intercom is a complete software
- checklists and tours
- segmentations
- access and user control
- editing communications, personalization features, email layout
- metrics and filters, some period filters are made in the chacklist and do not impact on all the metrics presented, requiring manual export and organization
November 22, 2023
Very Useful to Have
- Survey creation
- Survey design
- Education of the tool, too many technical things to learn if you’re not an expert on pushing out surveys to specific audiences
November 17, 2023
Great Customer Support Tool
- Easy to use
- Great for internal communication
- Great for tracking tickets with tags
- It would be great if you could put up an away message after hours that was a form that people could fill out and it sends an after hours email.
November 13, 2023
Wouldn't use anything else!
- Really easy to use
- Notifications that let us know when we have a questions which allows us to reply asap
- Easy to keep track of past and current conversations
- Sometimes the sound alert doesn't come through to my computer even though i haven't changed anything
November 07, 2023
Good tool with room for improvement to easily become the best asset
- managing chats it's easy
- integrations
- macros and faqs are awesome!
- write a response and program it to be sent at a later time
- make it clearer when we are live and when the robot is
- preview what the customer is typing before he sends the message
November 02, 2023
Intercom Review
- Case creation.
- Data Availability
- Case Review
- Downloading Data takes long
November 02, 2023
Support Simplified
- Customer Ticketing
- Reporting
- More 'plug and play' functionality like Jira for Tickets. I would love to figure out how to use rest api calls and zaps but I don't have the time to learn.
November 02, 2023
Intercom from customer support perspective
- Self-serve content creation
- Workflows editing
- Reporting
- Great customer support!
- Very interactive
- Reporting - for example, we would benefit if outbound conversations are included in the "conversations made" report. Often times we send credentials to our clients and they are not supposed to respond back, so in such scenario we cannot track and identify such conversations (only via tags).
- Macros to include email subjects.
- Including external recipients in conversations has issues every now and then.
- Send conversation number in automated email reply.
November 01, 2023
My Experience
- Its shortcuts facilities
- Easy to use macros and create your own as well
- Friendly interface
- Some times it take time to to jump from one chat to another
- There should be auto assign chats to those who have less chats
- There should not be smileys reaction after closing a chat, because most of the customers did not write reviews because of those smileys reaction
October 25, 2023
Intercom Supports Support Teams!
- Intercom bots are extremely capable
- Intercom is just FAST, there are no delays in sending messages
- Intercom is extremely robust with its macro options
- Intercom notifications to the back end user could be improved. We don't always hear the chat notification until after the user has sat there for a couple of minutes waiting for a response.
- The intercom bot got a little sassy with a gif the other day? No idea how that happened. It sent "Kissing Keanu" which is less than professional
October 24, 2023
I would choose Intercom everytime!
- Saved responses
- Navigation made easy
- Resolve issues quickly
- Combining messages would be nice
- Blocking certain spam messages
October 17, 2023
Great Customer Support tool
- Platform design
- Customer Support
- Detailed customisable data about interactions and ratings
- Loading faster when there are a lot of tickets
- Better search engine
- More filter
- Product Tours for new users or new features
- Interactive chat and search experience for help center content.
- Feature announcements and product alerts without the need for dev involvement.
- Every new feature you need requires an upgrade to a paid add-on.
- I sometimes find it hard to segment my audience in the nuanced ways I'd like to.
- Product tours don't always integrate as expected and sometimes it feels more complicated than needed to write the rules for where/when/how they should appear.
- Customer Service - the main key to us going to intercom was the Customer Experience! Especially after Zendesk repeatedly left us high and dry
- Customization - not all companies have the same needs and Intercom does a great job of customizing the platform from the user side so that we can make any changes we want!
- Marketing - I actually want to take part in the community, the ads and videos on Linkedin, and any webinars because Intercom has a casual and fun yet professional way about it.
- Lots of information and resources - hard to find succinct answers to questions
- some technical issues don't seem to be getting solved and require too much input from the user to have them looked into
October 10, 2023
An honest review about Intercom
- comunication in app
- user segmentation
- countless forms of communication
- reports on communications performance
- more customization
- improve usability when creating tours
October 06, 2023
Intercom for me
- Live chat
- Summaries
- snoozing
- Notifications and follow up on chats
- spam inbox is not always spam
- manage it since the beggingn
September 29, 2023
Intercom has been great!
- Communicates first contact
- Opens up a line of communication
- Notifies us through the website and through email
- I think the interface could be a little more aesthetically pleasing.
September 28, 2023
Improving by Leaps and Bounds
- Intercom is continually improving the articles/Help Center feature on an ongoing basis. It was very sorely lacking two years ago, but during the intervening time they have vastly improved the feature. They're approaching to feature parity with more advance tools I've used elsewhere, and they now have some cool features that are better than some of their competition.
- Intercom seems invested in improving the outbound messaging feature, as well, though I don't interact with it as often. But they've been making improvements.
- Intercom seems to be striving to be competitive with the implementation of generative AI-driven features (and I'm not talking about chatbot). Specifically, an AI tool recently appeared in the articles editor--I haven't messed with it very much, but from what I can tell, it couldn't possibly be any easier to use, and seems reminiscent of other generative AI tools available externally.
- Getting into the nitty gritty, then--the articles/Help Center has improved vastly in two years and I believe that will continue. however, there are still some shortcomings/missing features and functionality. For example, there's no built-in grammar check (it does spell check, but can't detect usage mistakes).
- I'd also like the Help Center/articles feature to allow direct access to the HTML/CSS for quick edits of content created using the WYSIWYG editor.
- You can't control the font at all, other than applying broadly defined styles like H1, H2, H3, or H4. (For example, there's no control over font size, color, or background color/highlighting, although they have recently added some handy support for handsome plug-and-play callouts.)
- The outbound messaging feature--at least using the "Email" module--has a much more restrictive feature set compared to the Help Center/articles editor. I get the impression it's just not caught up yet.
- The Help Center/articles feature doesn't play nice with other popular text editors. If I copy and paste from an Intercom article into a Google Doc, for example--which is often necessary--the result is a train wreck of styling failures. Very much of the document styling, white space, table structure where applicable, image sizes, about half the RTF---the whole thing comes off completely wrong. I end up having to spend extra time reformatting the content for the benefit of the intended audience, just to avoid appearing as (more of ) a nincompoop when internal stakeholders review my content.
September 27, 2023
Revolutionizing Communication: Intercom's Impact on Customer Engagement
- Real-time Customer Engagement
- Targeted Messaging Campaigns
- Automated Workflows
- Unified Communication Channels
- Feedback Collection and Analysis
- Intuitive Reporting and Analytics
- Expanded AI Capabilities
- Enhanced Mobile Experience for Agents
- Multi-language Support
- Enhanced Workflow Automation
- Advanced Reporting Customization
September 19, 2023
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, 2023
Feedback
- Easy to use
- Good analytics
- Easy for non-tech users
- better customer support (talking to a person)
- easier integration with userguiding
- better integration with JIRA
September 13, 2023
The best support platform EVER! 🚀
- Visibility and Collaboration
- Easy Navigation
- Conversation Organization with Tags
- Honestly, nothing!
September 12, 2023
Intercom review
- User friendly interface
- Packed with great features
- Communicate updates frequently
- SMS and Calling support for our region
- Pricing is a bit dodgy
- Support responses can be improved