About Intercom

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without the need for human support, freeing up the team to work on higher value customer conversations.


Key benefits of Intercom

  • Increase operational efficiency:
    Use AI, Bots and Rules to reduce support costs by freeing up your team from repetitive questions and tasks.

  • Maximise productivity and keep service teams happy:
    Service teams only work on high value questions, in a fast, easy-to-use, AI powered, collaborative Inbox.

  • Solve known customer issues by helping them before they get in touch:
    Send proactive messages to get ahead of known issues and reduce inbound support volume.

  • Increase customer engagement by providing direction:
    Show customers what to do next, don’t wait for them to contact you and ask.

  • Increase customer satisfaction by delivering conversational support:
    Answer questions immediately in the channel they arise, or the channel that customers prefer.

  • Deliver excellent, cohesive, customer service:
    Get everything you need working seamlessly together in one easy-to-use platform.

  • Images

    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles
    View 8 more
    Intercom video
    Intercom video
    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles

    Not sure about Intercom? Compare with a popular alternative

    Intercom

    4.5 (1,042)
    VS.
    Highly reviewed

    Starting Price

    $39.00
    month
    $55.00
    month

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    173
    99

    Integrations

    41
    13

    Ease of Use

    4.4 (1,042)
    4.2 (3,328)

    Value for Money

    4.0 (1,042)
    4.3 (3,328)

    Customer Service

    4.3 (1,042)
    4.3 (3,328)
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    Reviews

    Overall rating

    4.5 /5
    (1,042)
    Value for Money
    4.0/5
    Features
    4.4/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.3/5

    Already have Intercom?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 1,042
    Nathaniel
    Nathaniel
    Overall rating
    • Industry: Computer Software
    • Company size: 2–10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    The really bridge the gap between customers and our service

    Reviewed on 06/08/2019

    Their customer success team is great, even on the days when I'm not the most gracious customer. I...

    Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

    Pros

    The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too.

    Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use.

    Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

    Cons

    There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky).

    It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

    Verified Reviewer
    Overall rating
    • Industry: Wireless
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    My favourite support tool

    Reviewed on 15/03/2021

    Only good experience overall
    Great support team
    Price could be better

    Only good experience overall
    Great support team
    Price could be better

    Pros

    Easiest support tool to have.
    Makes your team very accessible, also makes the support process simple for the end users
    Good integrations and useful statistics provided

    Cons

    Pricing - it is not very cheap. Pricing also often changes
    Help center tool - it could really use some help and updates
    Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

    Response from Intercom

    Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.

    I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    Susanna
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 0.0 /10

    Unreponsive and caused a severe service disruption

    Reviewed on 02/12/2020

    When COVID hit, we were evaluating our software solutions and inquired about switching from an...

    When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

    A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

    Pros

    When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

    Cons

    Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

    Response from Intercom

    Hi Susanna,

    I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

    I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

    Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

    Thanks again for this post,
    Kate (Intercom - Customer Engagement)

    Michelle
    Overall rating
    • Industry: Marketing & Advertising
    • Company size: 5,001–10,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Intercom is a helpful tool that can help your company expand

    Reviewed on 03/11/2023

    As the capabilities of Intercom become more widely understood, customer service can only improve....

    As the capabilities of Intercom become more widely understood, customer service can only improve. At the same time, my productivity in the office has increased because of my newfound familiarity with the team's workflow and methods. Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better.

    Pros

    Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon.

    Cons

    If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly.

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Great customer service tool for internet companies

    Reviewed on 21/06/2021

    Great software, one of the few CRM that actually delivers real value and fosters taking care of...

    Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.

    Pros

    Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

    Cons

    They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

    Response from Intercom

    Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    Showing 5 reviews of 1,042 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    Intercom offers the following pricing plans:

    • Starting from: $39.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    AI customer service features included in every plan – start your free trial today. Intercom integrates Help desk, AI Chat bot, and Proactive support to help you stay on top of your support volume and provide exceptional service. Sign up for a free trial today - no credit card required.

    Intercom has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    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

    Intercom supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Intercom integrates with the following applications:

    Aircall, AskNicely, Automate.io, ChargeDesk, DataHero, Driftrock, Droplr, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Meta for Business, Microsoft Teams, Mixpanel, Notion, 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)

    Intercom offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat

    Related categories

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