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Intercom Review

Intercom
Our score: 8.9 User satisfaction: 96%

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

Knowing that businesses have specific business-related requirements, it is only sensible that they avoid selecting an all-encompassing, ”best” system. Just the same, it would be hard to try to find such a software product even among sought-after software products.
The logical step to do would be to note down the different vital aspects that entail careful thought like crucial features, pricing, skill levels of staff, organizational size, etc. The second step is, you must conduct the product research thoroughly. Go over some Intercom reviews and look over the other solutions in your list in detail. Such all-encompassing product research makes sure you steer clear of unfit apps and select the one that includes all the tools you require business requires.

Position of Intercom in our main categories:

TOP 20

Intercom is one of the top 20 Customer Experience Management Software products

TOP 20

Intercom is one of the 20 Customer Support Software products

TOP 20

Intercom is one of the top 20 Help Desk Software products

If you are considering Intercom it may also be sensible to investigate other subcategories of Customer Support Software gathered in our base of B2B software reviews.

Since each enterprise has particular business needs, it is prudent for them to refrain from looking for a one-size-fits-all perfect software solution. Needless to say, it would be useless to try to find such an app even among market-leading software solutions. The intelligent thing to do would be to catalog the various important factors that need consideration such as required features, finances, skill levels of workers, company size etc. Then, you should do your research thoroughly. Read some Intercom Customer Support Software reviews and check out each of the other solutions in your shortlist in detail. Such exhaustive groundwork can make certain you weed out ill-fitting applications and select the system that offers all the features you require for business success.

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

Positive Social Media Mentions 243
Negative Social Media Mentions 10

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.

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac

Deployment

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Intercom Comparisons

Intercom user reviews

Best of breed application

Read full review >
Lindsey
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2018 Company Size: 1-10 Employees Industry: Management Consulting

Helpful features, but the user interface is a bit confusing

Read full review >
Lowell
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 31.08.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

Re-creating customer service is a significant idea to begin with.

Read full review >
Beverly
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 27.08.2018 Company Size: More than 100 Employees Industry: https

Every SaaS business should have this!

Read full review >
Israel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.05.2018 Company Size: More than 100 Employees Industry: Agency

A great tool for SaaS companies

Read full review >
Bob
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.04.2018 Company Size: 11-50 Employees Industry: Internet

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

Intercom average rating:

Average score
5/5 (19 user reviews)
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

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The most favorable review

Tammy

PROS: 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.

CONS: I noticed Intercom has a tendency to make changes. But then again, it's a product in development. So this is expected for an evolving tool that gets better over time.

Reviewed 2 years ago

Read full review >

The least favorable review

Eduardo

PROS: This tool makes it a lot simpler to interact with users in real-time. Going past e-mail triggers and simply having the ability to engage directly with users within the app is valuable. This led to an increase in revenuw, reduced churn, and enhanced customer satisfaction.

CONS: Events included through REST api doesn't trigger immediate actions. Instead, it puts them to a queue unless a log in is done by a client, which then leads to an action. This can be a problem since payment won't lead to any action until late. Also, the tool won't do any reporting or triggering or segmenting according to an even context. It would be an improvement if an event value is triggered instad of making multiple events.

Reviewed 2 years ago

Read full review >

More reviews from 19 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Best of breed application

Read full review >
Lindsey
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2018 Company Size: 1-10 Employees Industry: Management Consulting

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.

What do you think about this review? Great Poor

Helpful features, but the user interface is a bit confusing

Read full review >
Lowell
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 31.08.2018 Company Size: More than 100 Employees Industry: Information Technology and Services

PROS: We use Intercom to send out targeted messages to our customers and we also get useful insights on them.

CONS: I find the user interface cluttered and invasive for our users. The app takes up too much screen space. We have received suggestions to use Intercom for chat purposes, but it takes up too much screen space to be helpful for customer support chats.

What do you think about this review? Great Poor

Re-creating customer service is a significant idea to begin with.

Read full review >
Beverly
4/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

4/5

Ease of Use

Published on: 27.08.2018 Company Size: More than 100 Employees Industry: https

PROS: 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 custom rule to the target user.

CONS: At this point in time, each product is done well. Also, I'd prefer to switch their business plan since we, as customers of Intercom, have an obligation to purchase all of their 4 modules. It would be an improvement if they can do something more of their insight-related functionality to employee.

What do you think about this review? Great Poor

Every SaaS business should have this!

Read full review >
Israel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.05.2018 Company Size: More than 100 Employees Industry: Agency

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.

What do you think about this review? Great Poor

A great tool for SaaS companies

Read full review >
Bob
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.04.2018 Company Size: 11-50 Employees Industry: Internet

PROS: 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 product is easy to use and delivers consistently high performance. Finally, the Intercom agents provide prompt and helpful support.

CONS: I have no major complaints as Intercom flaunts all the major features. The only minor issue is the A/B testing could be improved.

What do you think about this review? Great Poor

Intercom is well loved by Verbate.

Read full review >
Sergio
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 25.04.2018 Company Size: More than 100 Employees Industry: Administrator

PROS: 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 support from one team to another.

CONS: The tool's own Android app requires further functionality. At the moment, pricing is ok but I'm seeing others scale and that's starting to make question.

What do you think about this review? Great Poor

A critical tool for SaaS organizations and an ideal model for startups with a high model.

Read full review >
Catherine
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.04.2018 Company Size: More than 100 Employees Industry: User

PROS: 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 useful insight. What's more, Intercom did extremely well in terms of performance. It's simply to deploy, and product support has been helpful.

CONS: In terms of functionality, it has everything there. The downside that nitpick about is making enhancements with the A/B testing so I can make it easier to send to staff of Intercom.

What do you think about this review? Great Poor

A tool that’s never a pain and simple enough to use.

Read full review >
Brett
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 31.03.2018 Company Size: More than 100 Employees Industry: Administrator

PROS: 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 according to my current and future needs. Its integration is direct to the point. When we asked for support, the team from Intercom attended to whatever it is we wanted.

CONS: It may be a tiny problem, but since I'm currently headquartered in Australia, the free webinars are usually scheduled on Pacific time (way too early in the morning for me). To counteract that, they provide a simplified follow-on-demand tutorials. This meant going through the webinars are pointless.

What do you think about this review? Great Poor

The system is a bit buggy

Read full review >
Bill
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 29.03.2018 Company Size: More than 100 Employees Industry: Computer Software

PROS: I love that it is easy and straightforward to import users and to create segments based on various attributes.

CONS: The interface is clunky and slow. There are a few peculiar requirements about how the app shows data. For example, it won’t show companies unless there is a user from that company assigned to them. This is peculiar because you can create users and companies independently, and users can belong to multiple companies. The API documentation is poor and needs to be improved. In my opinion, the app needs to be improved a lot to make it more developer friendly.

What do you think about this review? Great Poor

A product that has been helpful for me the whole time.

Read full review >
Tammy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 06.03.2018 Company Size: More than 100 Employees Industry: Information Technology

PROS: 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.

CONS: I noticed Intercom has a tendency to make changes. But then again, it's a product in development. So this is expected for an evolving tool that gets better over time.

What do you think about this review? Great Poor

A must-have tool for SaaS companies

Read full review >
Kirk
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.02.2018 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: I am highly impressed with the messaging automation feature which helps us contact our users with effective messages at the right time. This helps us control their experience with our products so that they keep coming back for more. In-app messages are more effective than email as we get a much higher response with the former.

CONS: There is only a minor issue that I’m concerned about. As we are using Intercom for increasingly complicated campaigns and larger messaging needs, I’m hesitant to update anything in the app as I am worried I might do something wrong and break the flow.

What do you think about this review? Great Poor

A critical tool to effectively communicate with customers and support.

Read full review >
Calvin
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 07.02.2018 Company Size: More than 100 Employees Industry: User

PROS: I love how it makes it possible to send e-mails to a number of people simultaneously to a certain customer segment. I love their assignment functionality and the ability to make comments on any convo with customers without them being aware. Their built-in customer chat is a huge plus.

CONS: One thing this product is missing is a functional ticketing system. They appear to run a simplified ticketing system, but we later realized that this isn't a useful feature for the long term.

What do you think about this review? Great Poor

A recommended tool for SaaS — with some downsides.

Read full review >
Eduardo
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 03.02.2018 Company Size: 1-10 Employees Industry: Management Consulting

PROS: This tool makes it a lot simpler to interact with users in real-time. Going past e-mail triggers and simply having the ability to engage directly with users within the app is valuable. This led to an increase in revenuw, reduced churn, and enhanced customer satisfaction.

CONS: Events included through REST api doesn't trigger immediate actions. Instead, it puts them to a queue unless a log in is done by a client, which then leads to an action. This can be a problem since payment won't lead to any action until late. Also, the tool won't do any reporting or triggering or segmenting according to an even context. It would be an improvement if an event value is triggered instad of making multiple events.

What do you think about this review? Great Poor

Intercom is indispensable for our company

Read full review >
Jodi
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 20.01.2018 Company Size: 1-10 Employees Industry: Internet

PROS: In my opinion, Intercom is indispensable for enterprise SaaS companies. We use it to offer real-time support to our customers, dispatch product updates, and monitor our usage stats. We also use the mobile app a lot to offer support on-the-go. And, we have integrated Intercom with Slack to keep our team updated.

CONS: I would appreciate if we could get dashboard views of historical usage trends. This would allow us to view historical data of visitors’ behavior on our website. I can do this through the API, but it is more difficult, and I would prefer to have this feature out of the box.

What do you think about this review? Great Poor

You can learn a lot about your users

Read full review >
Jesse
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 19.01.2018 Company Size: More than 100 Employees Industry: Internet

PROS: We simply needed to set up the system properly and after that all our team members could use it easily to engage with our users. We send out targeted messages to certain categories of users, which reduces the need to spend precious time manually tracking user behavior and characteristics.

CONS: There are a few glitches. The user interface to compose a new message is hard to use. The app’s performance is also slow. To be fair, Intercom is improving this area. It took a lot of time for our developers to set up the system. The setup is one-time but needs to tweaked if we wish to track more custom events in the future.

What do you think about this review? Great Poor

Robust tool to communicate with your users

Read full review >
Juan
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 02.01.2018 Company Size: 11-50 Employees Industry: Consumer Services

PROS: Intercom Events is an important feature for us because we run multiple campaigns based on visitor behavior on our website. We would have found it difficult to implement the functionality on our own, but Events has made it much easier for us. This is thanks to the reliable Ruby gem that the app uses. Finally, the filtering features help a lot to get the best results from our data.

CONS: I have come across a few issues. First, the UI separates events from regular data in an untidy manner. This could be made cleaner. The second issue is both the Intercom JavaScript for live messaging and the Ruby gem send info back to the system. I wish they both work harmoniously. We have stopped using the live messaging feature so that Intercom gets updated info. Finally, the website can be a bit slow at times.

What do you think about this review? Great Poor

An ideal app for SaaS companies

Read full review >
Essie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.12.2017 Company Size: 1-10 Employees Industry: Marketing and Advertising

PROS: I love the all concept. It gives me the ability to get a global view of what’s occurring in my system and personalize messages based on the information I can collect about our users.

CONS: In my opinion, the email builder interface needs improvement. I wish they had used a classic email interface as it is more efficient.

What do you think about this review? Great Poor

An ideal app for nurturing trials

Read full review >
Eric
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 17.12.2017 Company Size: More than 100 Employees Industry: Marketing and Advertising

PROS: The biggest benefit we gained from Intercom is it enables us to nurture our trials by approaching them differently, according to their usage, for example, logged in more than 10 times into our app, made a thing, new, etc.

CONS: I have no complaints at all as I like everything about Intercom.

What do you think about this review? Great Poor

The surpreme tool for marketing, chat, onboarding, and support.

Read full review >
Percy
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.12.2017 Company Size: More than 100 Employees Industry: Internal Consultant

PROS: When you've connected Intercom to your app, and you're able to transmit data to Intercom, you'll wind up building a powerful medium for marketeers. You can utilize this tool for coversion optimization, retention, customer support, and others --- just like how I was able to line out my business a few years back.

CONS: When you have more db, it stars to slow things a bit. But that's hardly any problem since I don't frequently work with this tool all day. So it's never a deal breaker.

What do you think about this review? Great Poor
Reviewed By Nestor Gilbert
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