15 years helping British businesses
choose better software

What is Intercom?

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. 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.

Who Uses Intercom?

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, rely on Intercom to deliver efficient and personal customer experiences at scale.

Where can Intercom be deployed?

Cloud-based
On-premise

About the vendor

  • Intercom
  • Founded in 2011

Intercom support

  • Chat

Countries available

Australia, Canada, France, Germany, Hong Kong SAR China and 7 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 17 others

Intercom pricing

Starting Price:

US$39.00/month
  • Yes, has free trial
  • No free version

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$39.00/month.

Pricing plans get a free trial

About the vendor

  • Intercom
  • Founded in 2011

Intercom support

  • Chat

Countries available

Australia, Canada, France, Germany, Hong Kong SAR China and 7 others

Languages

Arabic, Chinese, Czech, Danish, Dutch and 17 others

Intercom videos and images

Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.
View 6 more
Intercom video
Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.

Features of Intercom

  • 2-Way Messaging
  • A/B Testing
  • AI/Machine Learning
  • Activity Dashboard
  • Alerts/Escalation
  • Alerts/Notifications
  • Audience Targeting
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Cataloguing/Categorisation
  • Chat/Messaging
  • Chatbot
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Contact Management
  • Contextual Guidance
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Support
  • Customisable Branding
  • Customisable Forms
  • Customisable Templates
  • Customizable Fields
  • Dashboard
  • Data Import/Export
  • Data Visualisation
  • Drip Campaigns
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • Geotargeting
  • Human Handover
  • In-App Training
  • Interaction Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Distribution
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Mass Texting
  • Message Personalisation
  • Mobile Access
  • Mobile Optimization
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • Performance Metrics
  • Personalisation
  • Pre-Configured Bot
  • Prioritisation
  • Proactive Chat
  • Process/Workflow Automation
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real-Time Notifications
  • Real-time Consumer-facing Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Subscriber Management
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Template Management
  • Text Analysis
  • Third-Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

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Reviews of Intercom

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.4
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jacob
Jacob
Head of Customer Success in US
Verified LinkedIn User
Telecommunications, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is great for Startups

5.0 last month New

Comments: I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Pros:

I love the help center and live chat. The help center is super easy to customize and make good-looking docs.

Cons:

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought.

Intercom Response

4 weeks ago

Hi Jacob, Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders. I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected] Thank you!

Lucien
VP of GTM in UK
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is the leading support tool for innovative fast growing businesses

5.0 last month New

Comments: Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.

Pros:

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons:

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Intercom Response

last month

Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!

Susie
founder in US
Apparel & Fashion, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Intercom [sensitive content hidden] supports a convicted felon with over $300k

2.0 2 weeks ago New

Comments: Was an ok experience but now cancelling due to their support of a convicted felon.

Pros:

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

Cons:

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump

Gina
COL in US
Staffing & Recruiting, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Intercom for Startups is Awesome

4.0 4 months ago

Pros:

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Cons:

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Joseph
Information Technology Specialist in US
Construction, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

A Formidable and Iconic Customer Service Software.

5.0 last month New

Comments: Intercom delivers great and remarkable customer experience.

Pros:

It helps to provide exceptional customer support and services effortlessly.It provides quick and instant responses to customers enquiries thus keeping our customers happy always.It is simple to engage with our customers seamlessly using Intercom.

Cons:

So far so good,as I haven't experienced any flaws with Intercom.

Intercom Response

last month

Thanks a bunch for this awesome review! Keeping customers happy is what we're all about.