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Intercom REVIEW

Customer Support Software

19 user reviews
USER SATISFACTION 96%
OUR SCORE 8.9

What is Intercom?

Intercom is a customer support platform that utilizes user intelligence and behavioral targeting to help businesses better understand, improve, and benefit from customer communication. The software gives you insights into who is using your product and provides tools to send personal communicators. You can utilize Intercom to send targeted, in-app messages and behavior-driven emails.

The solution offers a new and better way to acquire, engage and retain customers and is ideal for your sales, marketing and support teams to better connect and communicate with customers and help your business grow faster. Utilizing features for live chat for sales, customer engagement, and customer support, you can capture, qualify, and nurture leads to convert prospects into customers; send targeted messages to onboard users, make announcements, and re-engage people; and solve customer problems faster with an integrated help desk and public knowledge base.

Intercom’s live database of customers is constantly updated. The software offers features to get feedback from your users, and to send event invites and other communication. The app also enables users to send emails and in-app messages across mobile and web devices. You can track customer data and events, and see who your customers/users are and what actions they do or don’t do. You can even segment your users by the actions they take and create live segments based on them. It provides you the intelligence and data you need to acquire and engage customers more effectively and efficiently.

Overview of Intercom Benefits

Capture more leads

You can instantly engage your best leads with targeted messages instead of forms. The software helps qualify leads for you, routing the right ones to the right sales person while keeping Salesforce in sync. This allows you to convert leads faster and connect your sales team to the best leads and chat or engage them in real-time.

Live segments and filters

View and get notified about client status updates, such as new clients, active clients, and clients moving away. Create custom segments based on user attributes or events. You can get a complete picture of every customer including their activity, location, social profiles, and more. Having live information on customer behavior gives you vital insights to build targeted campaigns to your desired audiences.

Rich user and company profiles

View all your customer data on a single platform including location, contact details, company name, interaction history, and their current activity. It helps you get much needed intelligence and data to further fine tune your campaigns and communication to improve your customer support and service.

Real-time metrics

Monitor how your campaigns are performing in real time. Access data such as click-throughs, open rates, and other desired actions so you’ll never miss out on important metrics and indicators and can quickly introduce improvements to make your campaigns more effective and meaningful.

Triggered messages

Set up behavior triggered campaigns to target select users who perform certain actions or are at specific stages, like new, active, and inactive users.

Overview of Intercom Features

  • A/B testing
  • Audience segmentation
  • Behavior triggered messages
  • Conversation search
  • Customer user profiles
  • Email campaign creation
  • In-app message/email composer
  • Inbound email address
  • Intercom app for iOS
  • Issue resolution
  • Key message grouping
  • Live user data
  • Message tagging
  • Personalized reply templates
  • Real-time performance monitoring
  • Real-time updates
  • Rich message composer
  • Team assigning
  • Team inbox
  • User event tracking

Intercom Position In Our Categories

Position of Intercom in our main categories:

10

Intercom is one of the top 10 Customer Experience Management Software products

20

Intercom is one of the 20 Customer Support Software products

20

Intercom is one of the top 20 Help Desk Software products

10

Intercom is one of the 10
Customer Experience Management Software products

20

Intercom is one of the 20
Customer Support Software products

20

Intercom is one of the 20
Help Desk Software products


If you are considering Intercom it might also be beneficial to check out other subcategories of Best Customer Experience Management Software gathered in our base of B2B software reviews.

Each company is different, and can call for a specific Customer Experience Management Software solution that will be designed for their company size, type of clients and staff and even particular industry they deal with. It's not wise to count on finding an ideal solution that will be suitable for every company regardless of their background is. It may be a good idea to read a few Intercom reviews first and even then you should keep in mind what the software is intended to do for your company and your workers. Do you require a simple and intuitive app with only basic features? Will you really make use of the complex functionalities needed by pros and big enterprises? Are there any particular tools that are especially practical for the industry you work in? If you ask yourself these questions it is going to be much easier to find a solid software that will fit your budget.

How Much Does Intercom Cost?

Intercom Pricing Plans:
Free trial
Respond
$53/month
Engage
$53/month
Educate
$49/month
Live Chat for Sales
$106/month
Customer Engagement
$53 /month
Customer Support
$102 /month

A 14-day free trial is available. Companies such as small teams, early stage startups, those with small user base, or new customers who meet qualification requirements are eligible for a flat rate of $49 a month for up to one year. You can contact the vendor for details. The following packages are offered:

  • Respond: from $53/month – Manage conversations with leads and customers at scale.
  • Engage: from $53/month – Send targeted messages to the right people at the right time.
  • Educate: $49/month flat rate – Create, organize and publish help articles
  • Live Chat for Sales (powered by Respond + Engage): from $106/month – Capture, qualify, and nurture leads to convert them to customers.
  • Customer Engagement (powered by Engage): from $53 /month – Send targeted messages to onboard users, make announcements, and re-engage people.
  • Customer Support (powered by Respond + Educate): from $102 /month – Solve customer problems faster with an integrated help desk and public knowledge base.

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Intercom reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Intercom. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

243

NEGATIVE SOCIAL MENTIONS

10

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
Language Support
  • English
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE

Intercom User Reviews

What are Intercom pricing details?

Intercom Pricing Plans:
Free trial
Respond
$53/month
Engage
$53/month
Educate
$49/month
Live Chat for Sales
$106/month
Customer Engagement
$53 /month
Customer Support
$102 /month

A 14-day free trial is available. Companies such as small teams, early stage startups, those with small user base, or new customers who meet qualification requirements are eligible for a flat rate of $49 a month for up to one year. You can contact the vendor for details. The following packages are offered:

  • Respond: from $53/month – Manage conversations with leads and customers at scale.
  • Engage: from $53/month – Send targeted messages to the right people at the right time.
  • Educate: $49/month flat rate – Create, organize and publish help articles
  • Live Chat for Sales (powered by Respond + Engage): from $106/month – Capture, qualify, and nurture leads to convert them to customers.
  • Customer Engagement (powered by Engage): from $53 /month – Send targeted messages to onboard users, make announcements, and re-engage people.
  • Customer Support (powered by Respond + Educate): from $102 /month – Solve customer problems faster with an integrated help desk and public knowledge base.

What integrations are available for Intercom?

Intercom offers an API and integrates with the following applications:

  • Salesforce
  • Segment
  • Slack
  • Github
  • Facebook
  • Twitter
  • Clearbit Reveal
  • WordPress
  • Stripe
  • Zapier
  • Hipchat
  • Zendesk
  • Mixpanel
  • Mailchimp
  • Marketo
  • Trello
  • ChargeDesk
  • FullStory
  • Shopify
  • Statbot
  • SatisMeter
  • AirCall
  • AskNicely
  • ProductBoard
  • Wootric
  • AddCharts
  • Hull
  • Landingi
  • Nomnom
  • Privy
  • Front
  • Tray.io
  • Microsoft Teams
  • Adespresso
  • GeckoBoard
  • Meya
  • Notion
    PieSync
  • StamPlay
  • DataHero
  • Chameleon
    JustCall
  • Toky
  • Leadsbridge
  • Automate.io
  • Blendo
  • Smartlook
  • SalesSeek
  • Insycle
  • CloudApp
  • Upscope
  • Droplr
  • Fivetran
  • Median
    Jira
  • Stitch
  • DriftRock
  • Grow

User reviews


User reviews in total: 19

12
7
0
0
0

Average Rating:

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The most favorable review

Israel

7 months ago


Pros: This tool's automated messaging is jaw dropping. By hitting users with the right message done at the perfect time, you're able to control their experience of the app and get them to come back time and again. In-app messaging is a lot more effective through e-mail since it results to improved response.

Cons: At times I feel as if both campaigns and messages are getting more complex and bigger. This makes it nerve racking to make Intercom updates since it could break the great flow I'm having. I can't think of a better platform than this. But as of the moment, it's a minor problem.

The least favorable review

Lindsey

2 months ago


Pros: Intercom makes it simple to communicate with users in real time. It has helped us move beyond using email triggers and we can engage with users right inside the system. The app has helped us to reduce churn, and boost revenue and customer satisfaction.

Cons: If you add events via the REST API, they don’t trigger actions immediately. The events are added to a queue and the client has to log in to trigger an action. This causes problems as events like payments don’t trigger immediate actions. The vendor should make this instant. Another glitch is the app doesn’t allow triggering/segmenting/reporting based on events. Instead of needing to create multiple events, it’d be great if actions were triggered based on the triggering of certain event values.

Published 2 months ago
Verified
user
Intercom makes it simple to communicate with users in real time. It has helped us move beyond using email triggers and we can engage with users right inside the system....



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
We use Intercom to send out targeted messages to our customers and we also get useful insights on them.



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
The segment section enabled me to easily reach out and target all of my customers. Their automation section is a lot stronger thanks largely to the possibly including...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
This tool's automated messaging is jaw dropping. By hitting users with the right message done at the perfect time, you're able to control their experience of the app and...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
The in-app messaging feature is very useful for CSMs. The app helps to deliver personalized content and support and we get valuable insights about our users. Plus, the...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
I love how it's able to help me personalize and concentrate on each customer. I love how you can contact customers in real-time and get the chance to quickly share...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
This messaging app completely turns the tables around for CSMs. Having the abiity to carry out content and suport personally helped us link to our users and acquire...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
In terms of having a customer communications platform, I noticed this product not as overwhelming and simple to utilize. Its pricing schedule helped me carry out decision...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
I love that it is easy and straightforward to import users and to create segments based on various attributes.



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
I love how this tool offers you a line to directly interact with you end user. This makes it even more possible even if the user is located internationally.



What do you think about this review? Great Poor

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