About Intercom

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.
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.
Intercom Software - Workflows - Build powerful automations with our no code visual builder.
Intercom video
Intercom Software - AI Agent - Resolve 50% of support volume. Instantly. - thumbnail
Intercom Software - AI Copilot - A personal AI assistant for every support agent. - thumbnail
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox. - thumbnail
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration. - thumbnail
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support. - thumbnail

Intercom pricing

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

Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes

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Intercom Reviews

Overall rating

4.5
Write a Review!

Feature rating

Value for Money
4.0
Functionality
4.4
Ease of Use
4.4
Customer Support
4.3
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All Intercom Reviews

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1,080 reviews
Liam
Liam
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

5.0
Reviewed on 1/08/2019

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.

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.

Alternatives Considered

Olark, Confluence and Zendesk Suite

Reasons for Choosing Intercom

Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.

Switched From

Confluence

Reasons for Switching to Intercom

The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.
Lillian
Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4.0
Reviewed on 7/08/2023

Intercom is a great support system tool

Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pros

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Cons

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Mathieu
  • Industry: Accounting
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5.0
Reviewed on 11/09/2024

Really good but expensive

Good interface, quick search, easy to use for all the team

Pros

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Alternatives Considered

Crisp

Reasons for Switching to Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Response from Intercom

Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts.

It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.

Replied 17/09/2024
Rick
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Features
5
Ease of Use
2
Customer Support
1

1.0
Reviewed on 22/10/2024

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

Replied 25/10/2024
Gustavo
  • Industry: Management Consulting
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5.0
Reviewed on 11/10/2024

My pleasant experience with Intercom

Intercom has completely changed how we interact with our customers. The live chat feature is a game-changer, and the automated bots save us so much time by handling common questions and qualifying leads. The ability to segment and personalize messages based on user behavior has made our marketing much more effective.

It took a bit to set up, but once running, it’s incredibly efficient. The knowledge base has also reduced our support workload. While it’s not the cheapest option, the value it adds to customer engagement and sales conversions makes it worth the investment.

Pros

What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.

Cons

Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.

Rafael
  • Industry: Banking
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
5

4.0
Reviewed on 26/09/2024

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.

Tiffany
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 26/09/2024

Great for Support Teams

Pros

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

Cons

I wish the platform had a flat rate for billing vs usage based

Samuel
  • Industry: Media Production
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4

5.0
Reviewed on 27/09/2024

Streamlining Customer Engagement

Pros

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

Cons

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

Joel
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 25/10/2024

Fantastic Product For Managing Your Support Chats

In my experience, Intercom has been great to work with. They have released some new features that are part of our general subscription which is always a bonus.

Pros

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Cons

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Damien
Damien
  • Industry: Media Production
  • Company size: 2–10 Employees
  • Used Monthly for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 4/10/2024

Intercom is the real Ai conversational bot

Intercom is amazing. I rate it up there with Drift but better.

Pros

Amazing tech and very comprehensive platform.

Cons

Can get a bit technical with the new Ai features.

Thomas
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
4

5.0
Reviewed on 19/06/2023

All in one support tool that can grow with you from early stage startup to established...

Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Pros

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Cons

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Alternatives Considered

Tidio and LiveAgent

Reasons for Choosing Intercom

The Intercom Startup programme is awesome with the features it was able to unlock vs Tidios freemium option.

Switched From

Tidio

Reasons for Switching to Intercom

The startup programme was the main driver for choosing Intercom over the alternatives.
Beat
  • Industry: Internet
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
2

5.0
Reviewed on 17/07/2020

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.

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.

Alternatives Considered

Help Scout

Reasons for Switching to Intercom

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.

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)

Replied 30/07/2020
Kyle
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 29/08/2019

Adds Much More Value Than You Realise

While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Pros

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Cons

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

Alternatives Considered

Airship, JIRA Service Management and Zendesk Suite

Reasons for Switching to Intercom

The depth of features, native mobile experience for users, easy to implement push notifications & powerful management console trumped our experiences with the others available & unified several different but related requirements.
Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
3
Ease of Use
3
Customer Support
4

4.0
Reviewed on 26/01/2019

Lots of Features but Frustrating When Messages Get Lost

Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.

We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.

You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Pros

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Cons

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Guy
  • Industry: Information Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1.0
Reviewed on 25/02/2020

Horrendous company, be careful of getting locked in

Absolutely horrible in every possible way.

Pros

The UI allowing to construct auto-messages

Cons

They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps).
Unethical company, unethical staff, can't be trusted one bit as a business partner.
Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

Response from Intercom

Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.

We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.

I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.

Phil (Intercom - Customer Engagement)

Replied 4/03/2020
De
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used for 2+ years
  • Review Source
Value for Money
1
Features
4
Ease of Use
3
Customer Support
1

3.0
Reviewed on 26/05/2021

NOT $39 starting price anymore. $59 a month for basic chat function

My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.

I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.

If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.

So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Pros

It's "popular" and works well if your company is enterprise sized.

Cons

If you're a start up or a smaller business don't expect to get support.

It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.

Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

Response from Intercom

Hi De,

Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.

When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

Replied 16/06/2021
Verified Reviewer
  • Industry: Internet
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

3.0
Reviewed on 20/04/2021

Intercom is a decent tool with broad uses

While the tool has a great deal of potential, the quality of the support and account management teams are horrific. (They used to be much more skilled but as the company scaled the knowledge/expertise of the support and customer success teams dropped off a cliff, often knowing little to nothing about their own product).

Pros

Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra.

Cons

Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites.

The customer support and account management is absolutely horrible.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Intercom

Functionality

Response from Intercom

Hi there, thanks for letting us know about your Intercom experience and I'm glad to hear you've found it an effective customer marketing tool.

I'm sorry that our support and success management teams have not lived up to your expectations recently and I'd love to dog into this in more detail. If you'd like to discuss it further please get in touch via the messenger and ask for me directly :)

Thanks!
Kate Sugrue (Intercom - Customer Engagement)

Replied 5/05/2021
Verified Reviewer
  • Industry: Internet
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
3

5.0
Reviewed on 11/08/2022

Intercom is a support agent's delight!

Fantastic.

Pros

Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

Cons

I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

Alternatives Considered

respond.io, Freshdesk, Haptik and Zendesk Suite

Reasons for Choosing Intercom

Yellow.ai was a super unintuitive product.

Switched From

yellow.ai

Reasons for Switching to Intercom

Cheap and easy to install.
Maria
  • Industry: Food & Beverages
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

5.0
Reviewed on 26/01/2023

One of the best tools designed to enable us to quickly respond to customer inquiries

Most website users are afraid to use live chat to ask questions, so we helped Intercom attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns.

Pros

Intercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.

Cons

Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.

Katarzyna
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
3
Ease of Use
5
Customer Support
2

5.0
Reviewed on 24/05/2022

Intercome is up to something, but it's not there yet

In your everyday job, when you simply respond to incoming chats - Intercome is amazing. Once you want to do anything beyond that, it gets complicated, but not impossible. Also, their support is not really responsive, but you eventually get an answer from them.

Pros

The live chat! It's working perfectly, it's easy to set up, and easy to use by both the customer and the support agent - one of the best options on the market for me.

Cons

Everything besides the live chat - the knowledge base management has so little features and possibilities it hurt my soul everytime I needed to write an article :( Also, sending or receiving email is also quite a mess, it needs a little bit more work from Intercome.

Alternatives Considered

Zendesk Suite

Switched From

Help Scout
Matthew
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
4

5.0
Reviewed on 21/05/2021

A consolidated place for a lot of our support & customer success needs

Overall, Intercom has been very useful to our support team in consolidating systems and enabling us to respond to clients quickly and resolve their issues.

Pros

I particularly like Intercom's Inbox module. It supplies our support team with most of the tools they need to help our clients quickly, and share context with other team members.

The chat experience is top notch both internally for our team and for our clients.

Intercom's reporting is informative, specifically for tracking response times segmented by chat or email, or both.

Intercom's Articles feature for help docs helps us consolidate tools even more and makes it really easy to forward relevant articles to our clients quickly, while maintaining a consistent brand feel.

Cons

Intercom's campaigns (now Series) feature can be tricky to set up. Specifically, the sending logic can be confusing and is prone to accidents in our experience (i.e. accidentally sending to the wrong audience).

Messages inside of campaigns/series don't always seem to get sent out when they should. This means that some of our clients don't get messages at the right time (i.e. they get a welcome email 2 days after they sign up instead of immediately after signing up).

For new team members, Intercom has proven to be a little difficult to learn fully.

Response from Intercom

Thanks for taking the time to review Intercom Matthew! It's great to hear that Intercom is helping you consolidate your support systems and speed up resolutions.

I'll make sure to send you feedback regarding our Series product and onboarding/training experience to the relevant teams here as we really do value these insights.

Thanks again,
Kate (Intercom - Customer Engagement)

Replied 26/05/2021
Verified Reviewer
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
1
Ease of Use
1
Customer Support
1

1.0
Reviewed on 30/03/2022

Aggressive, Slow and Incompetent staff

They charge through the nose and treat long term customers like neglected children

Pros

It used to be good 5 years ago but now it’s overpriced

Cons

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and [SENSITIVE CONTENT] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next…

[SENSITIVE CONTENT]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor.

After I complained that [SENSITIVE CONTENT] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company.

Im cancelling my intercom account and moving to a company that appreciates their long term customers.

Katie
  • Industry: Education Management
  • Company size: Self Employed
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
3
Ease of Use
4
Customer Support
3

3.0
Reviewed on 9/06/2020

Simple to Administer, but Lacking Support Functionality

Overall, Intercom over-complicates the routing and automation for Support tickets, and customization and reporting are limited. Intercom provides a CRM solution that is simple and easy to administer, but for the cost, you will likely find a better long-term solution elsewhere.

Pros

Intercom was fairly simple to administer. Most features can easily be toggled on/off with a simple button and no complicated logic strings are required to set up permissions, workflow automation or campaigns.

Cons

Our company used the Pro version of the software and, for the price, there were several basic Support features that were lacking. There is no ability to merge or split tickets for example, and the Reporting is not very robust. One example is "Median Time to First Response" - Average Tfir was only available on the top tier version.
The "Inbox" system for sorting tickets can be cumbersome, and the ability to leverage bots was also limited by the subscription tier.
Also, tagging tickets as recommended by Intercom makes the task challenging for a Support team - the hierarchical structures are overly complex and can be created by anyone (there is no ability to restrict tag creation in the user permissions) which can result in many duplicates and poor tracking of customer sentiment data.

Response from Intercom

Hi Katie, thanks for taking the time to leave this review. I'm glad you found our features easy to utilize.

We're constantly evolving our support offerings so I've made sure to share your detailed feedback with our product team. We have some exciting releases in this space due later this summer which should help address some of your concerns :)

Thanks,
Kate (Intercom - Customer Support)

Replied 17/06/2020
Sylvina
Sylvina
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
3

5.0
Reviewed on 8/08/2019

Fast and easy

Pros

We used the chat system for our support team and Intercom made is super easy to get going. The chats were like personalized messages and we could set up introductory or absence messages for a duration set up. Automation is great.

Cons

No reporting at all. They have reports within the system which is not editable and if you want to download and run your own reports, it is not possible. Makes it difficult to audit.

Alternatives Considered

Crisp

Switched From

Conversational Cloud
Alexis
Alexis
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5.0
Reviewed on 12/11/2018

Easy-to-use tool with great features to make supporting customers a breeze!

We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pros

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

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