Intercom
About Intercom
Intercom is bringing AI-first Customer Service to the world before anyone else, dramatically improving experiences for customers, support agents, and managers. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:
AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.
AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.
AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.
Intercom is also the most innovative and fastest improving product on the market.
Key benefits of Intercom
For customers:
For agents:
For managers:
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Reviews
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- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Intercom is a powerful Customer Support Tool
Reviewed on 30/03/2021
Overall I would recommend intercom for clients looking for automation chat bots and customer...
Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.
Pros
The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.
Cons
Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.
Alternatives Considered
Zendesk SuiteReasons for Switching to Intercom
Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.Response from Intercom
Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool.
Thanks again,
Kate (Intercom - Customer Engagement)
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Engagement with Customers is Great!
Reviewed on 25/02/2021
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...
It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.
Pros
I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!
Cons
There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.
Alternatives Considered
Zendesk SuiteReasons for Switching to Intercom
At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.Response from Intercom
Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)
Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.
Thanks again,
Kate (Intercom - Customer Engagement)
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 0.0 /10
Awful product with terrible support
Reviewed on 25/10/2019
Support was terrible. They often provided 'create something custom through our API' as the solution...
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.
Alternatives Considered
Zendesk SuiteReasons for Choosing Intercom
My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching.Switched From
UserVoiceReasons for Switching to Intercom
Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it.- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Weekly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 10.0 /10
Comprehensive and easy to lift off
Reviewed on 30/06/2024
Pros
Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.
Cons
Wish the welcome tour feature would be available to lower paid tiers.
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
More than a messaging platform
Reviewed on 13/02/2021
We are using Intercom as our main costumer messaging platform in all our ends, from emails to...
We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.
Pros
In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.
Cons
The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.
Alternatives Considered
Zendesk SuiteReasons for Choosing Intercom
Our team needed a more robust messaging platform.Switched From
HelpCrunchReasons for Switching to Intercom
While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.Response from Intercom
Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams.
Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team.
Thanks again,
Kate (Intercom - Customer Engagement)
Intercom FAQs
Below are some frequently asked questions for Intercom.Q. What type of pricing plans does Intercom offer?
Intercom offers the following pricing plans:
- Starting from: $39.00/month
- Pricing model: Subscription
- Free Trial: Available
Q. Who are the typical users of Intercom?
Intercom has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Intercom support?
Intercom supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish
Q. Does Intercom support mobile devices?
Intercom supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Intercom integrate with?
Intercom integrates with the following applications:
Aircall, AskNicely, ChargeDesk, DataHero, Driftrock, Droplr, Front, Geckoboard, GitHub, Grow, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Meta for Business, Microsoft Teams, Mixpanel, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter/X, Wistia, Woopra, WordPress, Zapier, Zendesk Suite, Zight (formerly CloudApp)
Q. What level of support does Intercom offer?
Intercom offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat
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