Intercom

Who Uses Intercom?

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.

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 Details

Intercom

https://www.intercom.com/

Founded 2011

The Messenger & Inbo
Smart Campaigns
Instant customer feedback
Auto-suggest help article
Message composer
Intercom video
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The Messenger & Inbo-thumb
Smart Campaigns-thumb
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Intercom pricing overview

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at $38.00/month.


Starting Price

$38.00/month

Pricing Details

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

Free Version

No

Free Trial

Yes

Intercom deployment and support

Support

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

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training Software

  • Live Online
  • Webinars
  • Documentation
  • Videos

Intercom Features

  • A/B Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Behavior Tracking
  • CRM Software
  • Campaign Analytics
  • Campaign Management Software
  • Chat/Messaging
  • Churn Management
  • Communication Management
  • Community Management
  • Content Creation
  • Content Management System (CMS) Software
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  • Customer Experience Management
  • Customer Segmentation
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  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
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  • Event Triggered Actions
  • Feedback Management
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  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Marketing
  • Multi-Language
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Video Support
  • Visual Analytics
  • Widgets
  • Workflow Management Software

View full list of Customer Engagement Software

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  • Activity Tracking
  • Alerts / Escalation
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  • Communication Management
  • Contact Database
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  • Customer History
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  • Customizable Templates
  • Data Import/Export
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  • Inbox Management
  • Knowledge Base Management
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  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On Software
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management Software

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  • Reporting/Analytics
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  • Third Party Integrations

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Intercom Alternatives - Capterra UAE 2021

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Intercom Reviews

Read all reviews

Overall rating

4.5/5

Average score

Ease of Use 4.4
Customer Service Software 4.3
Features 4.3
Value for Money 4

Review software

Share your experiences with other software buyers.

Write a Review!
Liam M.
People Operations Manager
Computer Software, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 01/08/2019

"Not Much Competition"

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.

  • Reviewer Source 
  • Reviewed on 01/08/2019
Verified Reviewer
PM
Computer Software, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 25/02/2021

"Engagement with Customers is Great!"

Comments: 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.

Vendor Response

by Intercom on 04/03/2021

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)

  • Reviewer Source 
  • Reviewed on 25/02/2021
Tasha D.
Director of Customer Success
Hospital & Health Care, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    1 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    1 /5
  • Customer Support Software
    1 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 25/10/2019

"Awful product with terrible support"

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.

  • Reviewer Source 
  • Reviewed on 25/10/2019
Verified Reviewer
IT Specialist
Internet, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 13/02/2021

"More than a messaging platform"

Comments: 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.

Vendor Response

by Intercom on 17/02/2021

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)

  • Reviewer Source 
  • Reviewed on 13/02/2021
Damola B.
Managing Director
Internet, 2-10 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 06/10/2020

"Supercharge Your Customer Interactions"

Comments: 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.

Vendor Response

by Intercom on 28/10/2020

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)

  • Reviewer Source 
  • Reviewed on 06/10/2020