Intercom

The #1-rated Business Messenger for customer relationships.

4.5 /5 (742 reviews) Write a Review!

Intercom Overview

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 Overview

Pricing

Starting from
$38.00/month

Pricing options

Free Trial
Subscription
Value for money

Intercom Essential: from $38/month

Intercom Pro: from $75/month

Intercom Premium: Custom pricing

Recommended add-ons:

- Custom Bots from $99/mo
- Answer Bot from $99/mo
- Product Tours from $119/mo
- Help Center Articles from $49/mo


Intercom Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, Germany
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish and 17 others, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish

Media

Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Segment customers in order to target the right groups of people with the right messaging, at the right time
A/B test messages to continually improve performance
Announce new features and products with targeted emails to users
View team performance and plan ahead with Intercom reports
Modern Messenger
Send auto-messages to website visitors
Save commonly used replies
Suggested Articles
Smarter Knowledge Base
Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Intercom screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right time Intercom screenshot: A/B test messages to continually improve performance Intercom screenshot: Announce new features and products with targeted emails to users Intercom screenshot: View team performance and plan ahead with Intercom reports Intercom screenshot: Modern Messenger Intercom screenshot: Send auto-messages to website visitors Intercom screenshot: Save commonly used replies Intercom screenshot: Suggested Articles Intercom screenshot: Smarter Knowledge Base

Intercom Reviews

Intercom Reviews

Overall rating
4.5
/
5
Excellent
488

Very good
181

Average
49

Poor
9

Terrible
15

Value for Money
4
Features
4.3
Ease of Use
4.4
Customer Support
4.4
90% recommended this app
Liam M.

Not Much Competition

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.


Beat R.

Advertising for Intercom in every E-Mail

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.


Verified Reviewer

Amazing customer support

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price


Susanna N.

Unreponsive and caused a severe service disruption

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 September 20. 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.


Damola B.

Supercharge Your Customer Interactions

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!


Liam M.
Industry: Computer Software
Company size: 11-50 Employees

Not Much Competition

Used Weekly for 6-12 months
Reviewed on 01/08/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Beat R.
Industry: Internet
Company size: 2-10 Employees

Advertising for Intercom in every E-Mail

Used Daily for 6-12 months
Reviewed on 17/07/2020
Review Source: Capterra

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.

Response from Intercom

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)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

Verified Reviewer
Industry: Internet
Company size: 11-50 Employees

Amazing customer support

Used Weekly for 6-12 months
Reviewed on 19/01/2021
Review Source: Capterra

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Pros

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

Cons

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Susanna N.
Industry: Hospital & Health Care
Company size: 11-50 Employees

Unreponsive and caused a severe service disruption

Used Daily for 2+ years
Reviewed on 02/12/2020
Review Source: Capterra

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 September 20. 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)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

Damola B.
Industry: Internet
Company size: 2-10 Employees

Supercharge Your Customer Interactions

Used Daily for 6-12 months
Reviewed on 06/10/2020
Review Source: Capterra

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.

Response from Intercom

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)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

User recommendation
8.4/10
Based on 742 user ratings
Compare user recommendation rating with alternatives
Compare with alternatives

Intercom Pricing

Intercom Pricing

Starting from
$38.00/month
Free Trial
Subscription
Value for money

Intercom Essential: from $38/month

Intercom Pro: from $75/month

Intercom Premium: Custom pricing

Recommended add-ons:

- Custom Bots from $99/mo
- Answer Bot from $99/mo
- Product Tours from $119/mo
- Help Center Articles from $49/mo

Intercom Essential: from $38/month

Intercom Pro: from $75/month

Intercom Premium: Custom pricing

Recommended add-ons:

- Custom Bots from $99/mo
- Answer Bot from $99/mo
- Product Tours from $119/mo
- Help Center Articles from $49/mo

Value for Money
4/5
Based on 742 user ratings
Compare value for money rating with alternatives
Compare with alternatives

Intercom Features

Intercom Features

A/B Testing
API
Activity Dashboard
Automatic Notifications
Campaign Analysis
Campaign Management
Campaign Segmentation
Content Management
Customizable Branding
Customizable Templates
Data Import/Export
Drag & Drop Interface
Engagement Analytics
Monitoring
Multi-Channel Marketing
Real Time Analytics
Reporting & Statistics
Social Media Integration
Template Management
Third Party Integration
Features
4.3/5
Based on 742 user ratings
Compare features rating with alternatives
Compare with alternatives

Categories

Additional information for Intercom

Additional information for Intercom

Key features of Intercom

  • A/B testing
  • Audience segmentation
  • Behavior triggered messages
  • Collaborative team inbox
  • Conversation search
  • Customer user profiles
  • Email campaign creation
  • In-app message/ email composer
  • Inbound email address
  • Intercom app for iOS
  • Issue resolution
  • Key message grouping
  • Live user data
  • Message scheduling
  • Message tagging
  • Personalized reply templates
  • Real-time performance monitoring
  • Real-time updates
  • Rich message composer
  • Team assigning
  • Team inbox
  • User event tracking

Benefits

  • With automated answers and interactive apps, Intercom’s Business Messenger enables more than just chat, so you and your customers can get things done efficiently.

  • Build segments and trigger-based auto messages, allowing you to increase engagement by 2X and new feature adoption by serving the right messages at the right time.

  • Cut first response times to support questions in half with an end-to-end support solution, and deliver great, real-time customer experiences with live chat.

  • Connect to your existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces. Intercom fits neatly into what’s already working for you and your team.

  • With Intercom, you’ll be supported by a dedicated team of sales and support specialists, providing best practices, industry insights, and help scaling your team with Intercom.

  • Intercom FAQs

    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: $38.00/month

    Pricing model: Subscription

    Free Trial: Available

    Intercom Essential: from $38/month Intercom Pro: from $75/month Intercom Premium: Custom pricing Recommended add-ons: - Custom Bots from $99/mo - Answer Bot from $99/mo - Product Tours from $119/mo - Help Center Articles from $49/mo

    Q. What are the main features of Intercom?

    Intercom offers the following features:

    • A/B testing
    • Audience segmentation
    • Behavior triggered messages
    • Collaborative team inbox
    • Conversation search
    • Customer user profiles
    • Email campaign creation
    • In-app message/ email composer
    • Inbound email address
    • Intercom app for iOS
    • Issue resolution
    • Key message grouping
    • Live user data
    • Message scheduling
    • Message tagging
    • Personalized reply templates
    • Real-time performance monitoring
    • Real-time updates
    • Rich message composer
    • Team assigning
    • Team inbox
    • User event tracking

    Q. Who are the typical users of Intercom?

    Intercom has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does Intercom support?

    Intercom supports the following languages:

    Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish

    Q. Does Intercom support mobile devices?

    Intercom supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Intercom integrate with?

    Intercom integrates with the following applications:

    Bitium, Campaign Monitor, ChurnSpotter, Front, Klipfolio, PARiM, Slack, Stripe, Zapier, Zendesk

    Q. What level of support does Intercom offer?

    Intercom offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Video Tutorials