Intercom

Intercom

by Intercom

Who Uses This Software?

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.

Average Ratings

670 reviews
  • Overall 4.5/5
  • Ease of Use 4.4/5
  • Customer Service 4.4/5
  • Features 4.4/5
  • Value for Money 4.1/5

Product Details

  • Starting Price US$38.00/month
  • Pricing Details Visit www.intercom.com/pricing for a quote.
  • 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

Vendor Details

  • Intercom
  • https://www.intercom.com/
  • Founded 2011

About Intercom

Intercom is modern business messaging at scale.

Build better customer relationships with scalable messaging that provides a more personal experience for you and your customers throughout their lifecycle.

The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to drive growth through chat, bots, and personalized customer communications.

Intercom Features

  • Alerts / Escalation
  • Appointment Management
  • Call Centre 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
  • Mailing List Management
  • Mobile Optimised Emails
  • Reporting/Analytics
  • Subscriber Management
  • Template Management
  • WYSIWYG Email Editor
  • Contact Discovery
  • Contact Import/Export
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Visitor Identification
  • 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 Most Helpful Reviews

Not Much Competition

Reviewed on 01/08/2019
Liam M.
People Operations Manager
Computer Software, 13-50 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
5/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

Complete Package

Reviewed on 13/12/2019
Peter C.
Dir. User Experience
Health, Wellness & Fitness, 2-10 Employees
Used the Software for: 1+ year
Reviewer Source 
4/5
Overall
3/5
Ease of Use
5/5
Features & Functionality
4/5
Customer Support
4/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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)

A Great Lead Capture

Reviewed on 15/10/2019
Jennie Z.
Marketing Manager
Internet, 2-10 Employees
Used the Software for: 6-12 months
Reviewer Source 
5/5
Overall
4/5
Ease of Use
3/5
Features & Functionality
4/5
Customer Support
5/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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

Awful product with terrible support

Reviewed on 25/10/2019
Tasha D.
Director of Customer Success
Hospital & Health Care, 51-200 Employees
Used the Software for: 1+ year
Reviewer Source 
1/5
Overall
1/5
Ease of Use
1/5
Features & Functionality
1/5
Customer Support
1/5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

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.

Integral to our support team

Reviewed on 04/12/2019
Hannah S.
Customer Success Associate
Education Management, 13-50 Employees
Used the Software for: 1+ year
Reviewer Source 
4/5
Overall
5/5
Ease of Use
4/5
Features & Functionality
Customer Support
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: Overall it's been great! I came into my office shortly after we switched from our previous platform and it's apparently been quite the upgrade.

Pros: -Provide great support (would be super ironic if they didn't)
-Make it really easy to train other people on the platform
-Reporting options since we moved to Inbox Pro have really improved
-Now that we've figured out the tags, we're getting super great data.

Cons: -The way they set up how you pick your hours of availability really annoys me
-While not common, we have experienced issues that we're pretty sure aren't user error (ie. need to refresh your page after turning on your beeping sound)
-A lot of the integrations require you to share out the emails of all of your clients which is annoying

Vendor Response

by Intercom on 05/12/2019

Hi Hannah, thanks so much for this review. I'm so happy to hear you're getting great use out of our tags - they're a game changer!

I've passed your feedback on availability settings and integrations to our product teams. Comments like these really help us continually improve our product. The issue you've seen with your audio notifications sounds odd to me so please do get in touch via the messenger if it happens again.

Kate - (Intercom - Customer Engagement)

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