Intercom

Intercom

by 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.

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

Customer Service Software
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
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
Contact Database
Data Import/Export
Lead Capture
Lead Database Integration
Lead Nurturing
Lead Scoring
Lead Segmentation
Lead Verification/Validation
Pipeline Management
Prospecting Tools
Canned Responses
Customisable Branding
Geo Targeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integration
Transfers/Routing
Website Visitor Tracking
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

Vendor has not completed this information.

Intercom Reviews

Showing 5 of 703 reviews

Overall
4.5/5
Ease of Use
4.4/5
Customer Service
4.4/5
Features
4.3/5
Value for Money
4.1/5
Liam M.
People Operations Manager
Computer Software, 13-50 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
Peter C.
Dir. User Experience
Health, Wellness & Fitness, 2-10 Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    5/5
  • Customer Support
    4/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 13/12/2019

"Complete Package"

Comments: We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Pros: Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Cons: While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Vendor Response

by Intercom on 18/12/2019

Hi Peter,

We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.

Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.

Kate (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 13/12/2019
Verified Reviewer
Founder
E-Learning, 2-10 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 30/04/2020

"One software that follow the complete journey of a site visitor and interact with them"

Comments: Have gathered fair amount of success with Intercom. If you are looking for a professional looking website chat, email marketing and self service solution you are at the right place.

Pros: - Best live website chat software in the industry.
- Great at following a visitor whether through chat, email or support desk.
- Allows you to use bots when a agent is not available.
- Great UI/UX.

Cons: They need to work on the pricing model. It can really begin to hurt startups or small companies when they are ready to scale up. Apart from that their documentation can be improved a bit.

Vendor Response

by Intercom on 06/05/2020

Thanks so much for leaving us this review. It's always great to hear when customers are seeing success with our products!

I'd love to hear more feedback on how we can improve our documentation so please do get in touch via the Messenger. The team can also help review your pricing options as we always aim to align costs with the value you're seeing.

Kate (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 30/04/2020
Tasha D.
Director of Customer Success
Hospital & Health Care, 51-200 Employees
Used the Software for: 1+ year
  • 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 25/10/2019

"Awful product with terrible support"

Comments: Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

Pros: Admin interface is visually appealing. Widget is not.

Cons: Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

  • Reviewer Source 
  • Reviewed on 25/10/2019
Verified Reviewer
CX Supervisor
Food & Beverages, 13-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 28/04/2020

"Great intuitive software "

Comments: Using this to answer incoming customer inquiries, resolution not, faq, and more

Pros: Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard

Cons: Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

Vendor Response

by Intercom on 06/05/2020

Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support.

I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these.

Thanks again,
Kate (Intercom - Customer Engagement)

  • Reviewer Source 
  • Reviewed on 28/04/2020