Intercom

Who Uses Intercom?

Intercom has over 30,000 paying customers all over the globe including larger companies like New Relic, Sothebys, and Shopify, and smaller companies like Airtable and Coda.

What Is Intercom?

Intercom is a Conversational Relationship Platform (CRP).

With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.

Intercom Details

Intercom

https://www.intercom.com/

Founded 2011

Intercom Cost Overview

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at USD 39.00/month.

Intercom video
Play
-thumb
-thumb
-thumb
-thumb
-thumb

Starting Price

USD 39.00/month

Pricing Details

Intercom offers various premium plans starting at $39/month.

Free Version

No

Free Trial

Yes

Deployment

Cloud, SaaS, Web

Mobile - iOS Native

Mobile - Android Native

Training

Live Online

Webinars

Documentation

Support

Business Hours

Online

Intercom Features

  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • A/B Testing
  • Auto-Responders
  • CAN SPAM Compliance
  • Customer Surveys
  • Drip Campaigns
  • Dynamic Content
  • Event Triggered Email
  • Image Library
  • Landing Pages/Web Forms
  • List Management
  • Mobile Optimized Emails
  • Reporting/Analytics
  • Subscriber Management
  • Template Management
  • WYSIWYG Email Editor

View full list of Email Marketing Software

  • Contact Database
  • Data Import/Export
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Lead Verification/Validation
  • Pipeline Management
  • Prospecting Tools

View full list of Lead Generation Software

  • Canned Responses
  • Customisable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

View full list of Live Chat Software

  • A/B Testing
  • Analytics/ROI Tracking
  • Customisable CTAs
  • Drip Campaigns
  • Dynamic Content
  • Landing Pages/Web Forms
  • Lead Scoring
  • Sales Intelligence
  • Search Marketing
  • Segmentation
  • Social Marketing
  • Website Visitor Tracking

View full list of Marketing Automation Software

Intercom Alternatives

More Intercom alternatives

Intercom Reviews

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.4
Customer Service 4.4
Features 4.3
Value for Money 4

Review software

Share your experiences with other software buyers.

Write a Review!
Liam M.
People Operations Manager
Computer Software, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/08/2019

"Not Much Competition"

Comments: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pros: From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Cons: Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

  • Reviewer Source 
  • Reviewed on 01/08/2019
Damola B.
Managing Director
Internet, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 06/10/2020

"Supercharge Your Customer Interactions"

Comments: I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries. I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past. Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc. All together, Intercom is one of the best decisions we've made as a startup so far!

Pros: I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer. I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

Cons: To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

Vendor Response

by Intercom on 28/10/2020

Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!

You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.

Thanks again,
Kate (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 06/10/2020
Guy Z.
Manager
Information Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    1 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    1 /5
  • Customer Support
    1 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 25/02/2020

"Horrendous company, be careful of getting locked in"

Comments: Absolutely horrible in every possible way.

Pros: The UI allowing to construct auto-messages

Cons: They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps).
Unethical company, unethical staff, can't be trusted one bit as a business partner.
Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

Vendor Response

by Intercom on 04/03/2020

Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.

We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.

I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.

Phil (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 25/02/2020
Beat R.
Inhaber
Internet, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    2 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    2/10
  • Reviewer Source 
  • Reviewed on 17/07/2020

"Advertising for Intercom in every E-Mail"

Comments: We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Pros: + Beautiful design, with many useful details.
+ Good iOS and Android app with slightly limited operation.
+ An easy to understand messenger for the customer.
+ Customisable messenger with colours, text and details.

Cons: - High price and only monthly plans.
- Platform only in English.
- Minimal help center, but large but confusing Academy pages.
- Tedious setup help, although the setup itself is not complex.
- Support replies take up to two days, in English only.

Vendor Response

by Intercom on 30/07/2020

Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback.

Kate (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 17/07/2020
Jennie Z.
Marketing Manager
Internet, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    3 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 15/10/2019

"A Great Lead Capture"

Comments: Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pros: -Capturing emails and names
-Integrating to Hubspot and other software for easy lead closure
-Creating chat flows allows us to communicate to customers faster and saves us time

Cons: -Would like to combine actions on Intercom
-Hubspot Integration is not perfect; would like to have specific field matching
-Chat flow capabilities are limited

  • Reviewer Source 
  • Reviewed on 15/10/2019