Intercom is Powerful but Pricey, Feature Rich but Bloated
April 06, 2021

Intercom is Powerful but Pricey, Feature Rich but Bloated

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Intercom

During my time at the company, we used Intercom to handle our support inbox as well as customer lifecycle marketing communication, including onboarding content, engagement content, and more. We used Intercom's outbound communication features to send targeted emails to folks both as one-offs and using the Series function. In addition to funneling support emails into Intercom's inbox, we also utilized the widget within our web app.
  • 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)
  • Improved customer engagement
We selected Intercom because at the time, it was the only tool available that offered inbox functionality, help docs, and campaign features all in one product. We stayed with them for so long, despite the convoluted and expensive pricing, because it would have been equally costly (time-wise and expertise cost) to switch everything to a different tool, given how enmeshed our integration was with other processes at the company.

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Intercom is well-suited for mid-to-large sized Customer Experience and Marketing Sales teams that can take full advantage of their wide array of features, and the ability to assign permissions by person or team is robust.

For smaller companies, this product is very expensive compared to the value provided. Lower-cost alternatives that are also easier to use and less bloated (albeit with fewer features) would be recommended for smaller teams.