About Intercom












Intercom pricing
Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$39.00/month.
Alternatives to Intercom
Intercom Reviews
Feature rating
All Intercom Reviews

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
All-in one solution for customer service
Great software to use in the customer service section of businesses. It reduces time en resources spent. Easy to use and the options available makes sure you can cover everything
Pros
It is the all-in solution that goes so deep that it becomes a fully integrated part of business department
Cons
There are so many options that it takes sometime to figure everything out. Not in terms of difficulty but in terms of options
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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Review Source
A very basic CRM
Pros
Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.
Cons
Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.
- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for Free Trial
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Review Source
Intercom Software: The Good, the Bad, and the Pricey
Intercom stands out as a powerful tool for businesses looking to enhance customer support. Its features set an excellent choice for growing businesses, though its cost deter smaller teams. For businesses with the resources to invest in its capabilities, Intercom will be a game-changer in building meaningful customer relationships.
Pros
Intercom is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers.
Cons
It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system
Response from Intercom
Hey Jessica,
Bobby here, I lead the customer support team. I'm bummed to see this feedback, I like to think these are some of Intercom's strengths, so would love to chat and see and how I can help.
We completely rebuilt our pricing last year to offer more value -- lots of pricing flexibility and all plans have powerful functionality for helping customers.
We also have lots of customization for our AI Agent like tone, multilingual, teaching it guidance, the ability to read and write actions, and smoothly integrating into your help desk. Most customers tell us this is the most powerful AI Agent on the market.
Let me know if you open to chatting! My email is [email protected]
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Tools are great, but not level of support is very poor
The features are great, and show to be very powerful. The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI agent can offer. Should there be a technical error, and questions outside the articles available, you are on your own.
Pros
Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.
Cons
Customer service is terrible, and there is no interest in providing live support.
Response from Intercom
Hi Rick,
Thanks for your feedback. I’m sorry to hear that your experience with Intercom’s support didn’t meet your expectations, especially when you were excited to get started. Your satisfaction is important to us, and we're committed to making things right.
I understand how frustrating it can be to wait for a response after requesting to “speak to a person,” especially during urgent issues. Although we don’t offer live chat support, we’re working on ways to reduce response times.
I also recognize the hassle of managing multiple conversations to report a bug with our Reporting feature. I'm glad our team resolved it, though I understand it wasn’t an ideal start.
We’re here to support you moving forward, so don’t hesitate to reach out with any questions. Thanks again for your feedback—it's what drives us to improve, and we aim to make your next months with Intercom smoother.
Shay, Customer Support Manager - Intercom
- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
They have only few Integrations, and customer Support.
Overall its a good AI based Customer Service platform if they have more integration it can be used.
Pros
I like AI based Customer Service Platform.
Cons
They have only few Integrations, and customer Support.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Its very Costly as compare to other platform.
Overall its good for big Enterprises not for small one.
Pros
I like customer Support chatbot, It is very easy to share.
Cons
Its very Costly as compare to other platform.
- Industry: Architecture & Planning
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Customer Support is very good, smooth onboarding process
Customer Support is very good, smooth onboarding process
Pros
Customer Support is very good, smooth onboarding process
Cons
Its Cost is too expensive, price are not match with plan
- Industry: Logistics & Supply Chain
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Creating relationships with customers that last
It has allowed us to build a more personalized and engaging experience for our customers. Through improved customer experience of offering the right message at the right time, we have been able to drive customer satisfaction, decrease churn and build more effective high trust and high loyalty relationships.
Pros
Intercom has been an indispensable tool for managing our customer relationships and helping them grow. Segment audience and send customized messages, be proactive with targeted campaigns, and request feedback through app surveys. One of the most significant advantages of this platform is that it offers detailed analytics and reporting features for tracking customer behavior and engagement.
Cons
Pricing is on the higher side for small businesses or those with limited customer contact requirements, even though Intercom comes rich with features.
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Enhancing Communication and Customer Engagement
Overall I am very much satisfied with intercom, making handling chats so much more comfortable and easy
Pros
it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.
Cons
how it can lag at times which required us to reload the page

- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Fantastic interface for communication to our clients
Their support is excellent and they are very good at assisting.
Pros
How many features it has we have to go no where else for all the support we need for our clients
Cons
Sometimes tagging people doesnt work when importing csv (small issues)
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Intercom is the leading support tool for innovative fast growing businesses
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.
Response from Intercom
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!
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Intercom makes you feel at home.
I remember the first time I started working with Intercom. It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home.
Pros
Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation
Cons
Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Intercom Review
I am very satisfied in using intercom especialy in communicating with my customers
Pros
It is not buggy and the user interface is not complicated
Cons
Application linked to it is very limited to none
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent for emails management
My overall experience is very positive with Intercom and for sure I will keep using it
Pros
I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.
Cons
customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.
Response from Intercom
Thanks for sharing! We're happy to hear Intercom's working well for managing your inquiries. We'll check into that spam issue to keep things smooth. Your support means a lot to us!
- Industry: Construction
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
A Formidable and Iconic Customer Service Software.
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.
Response from Intercom
Thanks a bunch for this awesome review! Keeping customers happy is what we're all about.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Fairly unreliable tool
When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.
Pros
It has great features, when they are working correctly.
Cons
There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.
Response from Intercom
Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM!
I also wanted to follow up on your feedback regarding our processes.
We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email.
Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully.
The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody.
Bobby
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Weekly for 1+ year
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Review Source
The world of marketing
One of the best applications that I have used and still like you .For its activity and ease
Pros
It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing
Cons
It is a distinctive application, but it is one of the expensive applications for small companies
- Industry: Marketing & Advertising
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Intercom is a helpful tool that can help your company expand
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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
A love-hate relationship with intercom
Overall great but could be much better if some of the above mentioned pain points are sorted.
Pros
For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.
Cons
1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.
- Industry: Electrical/Electronic Manufacturing
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
an excellent tool for streamlining product onboarding and simplifying the adoption process.
With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable.
Pros
Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.
Cons
nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.
- Industry: Electrical/Electronic Manufacturing
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
A Powerful Marketing Tool For Business
Pros
I like the email and SMS markeitng features
it comes with great live chat features.
Cons
Not a single dislike to mention here. It is all good.

- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Easy way ro communicate with your customer
Pros
Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.
Cons
Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.
- Industry: Education Management
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Intercom review
Intercom is our customer support tool for support and internal communication
Pros
I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier
Cons
Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market
- Industry: Apparel & Fashion
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Intercom [sensitive content hidden] supports a convicted felon with over $300k
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
- Industry: Program Development
- Company size: 201–500 Employees
- Used Monthly for 2+ years
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Review Source
Live Chat support is awesome
Very happy for live support and chat feature
Pros
The ease of use and the option to use as a support chat tool and also as support article feature.
Cons
The email option isn’t easy to segment with our customer base