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Intercom

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

Good Product

9 out of 10
March 26, 2024
Incentivized
I use Intercom to receive messages from customers and "chat" with them. The customer came to us asking technical and product questions …
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Works good!

8 out of 10
March 08, 2024
Incentivized
I work at Customer Success and use Intercom as a tool to communicate with my clients. I use quite a few features. Through snoozing, I plan …
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Intercom

7 out of 10
February 29, 2024
Incentivized
I use Intercom in order to respond to customers' questions and issues involved in interacting with our app, and to resolve billing and …
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Hard to top!

10 out of 10
February 19, 2024
Incentivized
Intercom is used to host our help center and our live chat functionality. The tool allows us to easily host guides in multiple languages …
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Intercom review

10 out of 10
February 12, 2024
Incentivized
I use Intercom to handle conversations related to app subscription issues. Refunds, malfunctions, suggestions, problems with log in. I …
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A Masterpiece.

9 out of 10
February 07, 2024
Incentivized
As client support, we do what our clients need to do, like their tasks, schedules, and adjustments on their accounts. We gave them …
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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

Popular Features

View all 13 features
  • Email support (96)
    8.5
    85%
  • Ticket creation and submission (96)
    8.0
    80%
  • External knowledge base (106)
    7.6
    76%
  • Ticket response (101)
    7.4
    74%

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all 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

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

7.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

7.5
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.2
Avg 7.7
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Product Details

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.

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

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: In-context customer surveys, 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 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 Suite, Freshdesk, and HubSpot Service Hub are common alternatives for Intercom.

Reviewers rate Help Desk CRM integration highest, with a score of 8.7.

The most common users of Intercom are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(636)

Attribute Ratings

Reviews

(1-25 of 251)
Companies can't remove reviews or game the system. Here's why
March 26, 2024

Good Product

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Real-time communication
  • Easy to use
  • Clear interface
  • Sound notification when a message comes
  • Organize messages in categories
  • Better sound alert when a message comes
  • Ability to change messages after sent
Dineshan Sithamparanathan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Bot and the al powered features
  • Centralize customer data and ability to integrate
  • Great user-centric design and the ability to integrate with a variety of tools.
  • Need to solve the latency issue
  • Bit expensive and complex for solo and small business
February 29, 2024

Intercom

Josh Rosen | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Organized messages
  • First in, first out
  • Displaying images
  • Macros pre-established to reduce repetitive typing
  • Area to view closed messages
  • Undo option remaining longer after closing messages
  • Ability to mark messages as unread
Branden Abushanab | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Workflows -> customizing the user experience
  • CSAT (customer satisfaction score) -> very easy to collect data and analyze
  • Help Center Article creation
  • Reporting and analyzing data from the tool is very easy
  • The ability to merge conversations would be nice.
  • Customizing the survey for CSAT a bit more would be nice.
  • Being able to send over survey ratings using the Slack integration where a link to open conversation would be nice.
  • A daily CSAT high level overview email would be nice.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Ease of adding articles and creating collections
  • AI responses
  • Ticketing!
  • Jira integration
  • My only feedback is making articles and collectiosn easier by connectign to google drive, I need to maintain our documents locally and having to copy and paste and reformat into Intercom is time consuming.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Sort and manage in-app conversation.
  • Leverage specific tags and filters to allow seamless transitions between products.
  • Allow great visibility between users and leads.
  • Possibly better languages support.
  • Don't use enough feature to provide RFI.
  • Nothing to add.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Ease of searching, filtering and exporting users
  • Users can be identified and registered by company.
  • We can send messages to individual companies and users.
  • Customizability of showing/hiding the support chat widget - Some of it is currently supported, but code implementation is required for things like displaying it on your body when you press a specific button on the site.
  • I can't get logs for some users, but I don't know the cause.
  • Help page design is poorly customizable
February 12, 2024

Intercom review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Macros
  • Data organization
  • The possibility to work with other teammates in the same conversations
  • snooze the conversations
  • when I email a user, and I make a mistake, if I cancel the mail the user receives it anyway
  • sometimes the information regarding the user is not reliable
  • when I snooze a conversation and after a few days this conversation appears again on my inbox, should appear with a different look, so I can differentiate it from the others
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Manage conversations with customers in a simply and accessible manner for both the CS team and the customer
  • Great help center feature
  • Macros are particularly helpful
  • Workflows are still somehow hard to use at first. Especially find a meaningful way for the business to use them.
  • FIN still has room for improvement, especially in the multilanguage accuracy.
  • Proactive answers triggered by user behavior could be improved to include more behaviors
  • Bulk exporting all the help center articles can be done only via API.
February 07, 2024

A Masterpiece.

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Easily balanced assigned to our team.
  • Get efficiency on what articles we need.
  • Please create a new conversation with our clients.
  • We can see if they read our emails.
  • The snooze option.
  • SLA
  • The notification for all tickets.
February 06, 2024

Intercom experience

Alejandra Campero | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
  • Possibility to leave inside notes on the emails
  • Register clients/people
  • Connection with inbox
  • Not all of the emails arrive on the Intercom platform
  • It is not very "user friendly"
  • Not all the features are released in the European Union (like Finn)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • 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.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • 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 22, 2024

Intercom at its best

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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)
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