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

Alternatives to Intercom

Airship

3.8 (4 Reviews)
Airship is a customer engagement solution, which enables businesses in media, retail, finance, airline, telecom and...

JIRA Service Management

4.5 (708 Reviews)
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks...

Gist

4.7 (149 Reviews)
Gist is a cloud-based help desk platform that helps small to large enterprises manage customer queries and streamline...

Brevo

4.6 (2694 Reviews)
Brevo is a cloud-based email marketing tool suited for organizations of all sizes. It offers marketing automation,...

Pendo

4.5 (219 Reviews)
Pendo is a product management solution that helps businesses in educational technology, healthcare and financial...

Confluence

4.5 (3557 Reviews)
Confluence is a project management solution that enables organizations to create, collaborate, organize and review...

HubSpot CRM

4.5 (4312 Reviews)
HubSpot is an AI-enabled, cloud-based CRM solution designed to support businesses of all sizes in the growth journey....

Crisp

4.5 (110 Reviews)
Crisp is a cloud-based helpdesk platform designed to help small to midsize enterprises improve communications with...

Podium

4.3 (511 Reviews)
Podium's lead conversion platform helps businesses manage converstions using artificial intelligence (AI) technology....

HubSpot Marketing Hub

4.5 (6167 Reviews)
HubSpot is a leading growth platform. Over 52,000 total customers in more than 100 countries use HubSpot’s award-winning...

HelpCrunch

4.8 (195 Reviews)
HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one...

Haptik

4.4 (41 Reviews)
Haptik is a conversational AI platform designed to help businesses in telecom, travel, hospitality, financial services...

tawk.to

4.6 (335 Reviews)
tawk.to is a live chat software designed to help businesses communicate with clients and website visitors to deliver...

Help Scout

4.6 (220 Reviews)
Help Scout is a customer support platform that caters to various industries such as SaaS, ecommerce, financial...

Ortto

4.6 (112 Reviews)
Build journeys that drive revenue. Your customer data, marketing automation & analytics, together. Since 2015,...

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
Loading...

All Intercom Reviews

Filter by:
Sort by:
1,096 reviews
Julian
Julian
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 4/02/2025

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

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
2
Features
3
Ease of Use
4
Customer Support
2

4.0
Reviewed on 6/01/2025

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.

Jessica
  • Industry: Hospital & Health Care
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Features
4
Ease of Use
3
Customer Support
4

3.0
Reviewed on 27/01/2025

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]

Replied 4/02/2025
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
Ambika
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 15/01/2025

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.

Gary
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 10/01/2025

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.

Amit
  • Industry: Architecture & Planning
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 26/12/2024

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

Jessica
  • Industry: Logistics & Supply Chain
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 26/12/2024

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.

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
3

4.0
Reviewed on 20/12/2024

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

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

5.0
Reviewed on 24/01/2025

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)

Lucien
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 16/05/2024

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!

Replied 17/05/2024
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.

Joemar
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 16/06/2024

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

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

5.0
Reviewed on 8/05/2024

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!

Replied 10/05/2024
Joseph
  • Industry: Construction
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 6/05/2024

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.

Replied 10/05/2024
Verified Reviewer
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
1

2.0
Reviewed on 12/10/2023

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

Replied 23/10/2023
Hanane
  • Industry: Marketing & Advertising
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 5/01/2024

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

Michelle
  • Industry: Marketing & Advertising
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
5

5.0
Reviewed on 3/11/2023

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.

Jo
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
4

4.0
Reviewed on 20/10/2023

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.

Farid
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 25/10/2023

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.

Zeckie
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5.0
Reviewed on 30/04/2024

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.

Carine Sylvie
Carine Sylvie
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Features
4
Ease of Use
4
Customer Support
5

5.0
Reviewed on 30/10/2023

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.

Sheila Olivia
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 17/08/2024

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

Susie
  • Industry: Apparel & Fashion
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Features
2
Ease of Use
2
Customer Support
3

2.0
Reviewed on 8/06/2024

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

Crystal
  • Industry: Program Development
  • Company size: 201–500 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5.0
Reviewed on 10/09/2024

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

Related categories