What is Intercom?
Pros from reviewers
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Quick response and solution provision: Intercom is designed to provide quick answers or solutions to user queries, either through relevant articles or by deploying a customer success manager for more complex issues
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Time-saving tool: Intercom is valued for its ability to save time, particularly through features like macros that prevent the need for retyping responses to similar questions across multiple chats or emails
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Comprehensive all-in-one solution: Intercom is seen as a comprehensive solution for customer support, with features like the Help Center, proactive supports, and integrations with other software like Slack.
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Ease of use: Intercom is praised for its user-friendly interface and intuitive features, making it easy for both administrators and users to navigate and utilize the software
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Automation capabilities: The software allows for a significant amount of customer support to be automated, simplifying the delivery of support through articles and a growing knowledge base
Cons from reviewers
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Limitations in language support: Intercom does not support multiple locales in articles and messages, necessitating the creation of multiple versions of the same messages in different languages
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Lack of real-time customer input visibility: Some users miss a feature from previous software that allowed them to see the customer's input before they sent it, enabling quicker responses
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Limited chat flow capabilities: Some users have found the chat flows to be less advanced and customizable than they would like, and have reported that they cannot export contact information with their leads
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Bugs and technical issues: Some users have reported that the software is plagued with bugs, with updates often being lost or rejected due to server-side exceptions. The technical support has also been criticized for denying the existence of issues or blaming them on the user
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High pricing and confusing pricing structure: Some users have criticized Intercom for its high pricing and confusing pricing structure, with many features requiring additional payment and being locked behind additional pricing plans.
Main features
Starting Price
Free Plan
Access data to personalize customer conversations
Customer feedback and surveys
Automate conversations
Collaborate with your team
Multilingual support
Starting Price
$74
/ month
Free Plan
No
Access data to personalize customer conversations
Customer feedback and surveys
Automate conversations
Collaborate with your team
Multilingual support
How Intercom compare to similar software?
Product
Price
$74
/ month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales. Zendesk started as a customer support request SaaS, a legacy that continues today with its robust ticketing and customer messaging solutions. In contrast, Intercom aims to provide an all-in-one business communication platform to support, engage, and convert customers with sales and marketing functions. An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t.
Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell,...
Freshchat and Intercom are two leading customer messaging platforms designed to enhance customer engagement and support for businesses. While they share common functionalities, key differences can significantly influence your choice between the two.
One of the most noticeable distinctions is the user interface and overall user experience. Freshchat is known for its intuitive and streamlined interface, making it accessible for teams with varying levels of technical expertise. It offers a straightforward setup and easy navigation, which is particularly appealing to small to medium-sized businesses looking for a user-friendly solution. Intercom, on the other hand, provides a more feature-rich interface, which, while powerful, may present a steeper learning curve. Its comprehensive toolset is designed for businesses that require advanced customization and deeper engagement analytics.
Another critical factor is the approach to customer engagement. Freshchat excels in providing a unified...
Intercom and Front are two powerful tools designed to enhance customer communication and support team collaboration, but they differ significantly in their feature sets and approaches to managing customer interactions.
Intercom is an all-encompassing customer engagement platform that integrates live chat, automated messaging, and comprehensive customer data analytics. It offers a robust solution for businesses seeking to optimize their customer support and marketing efforts by providing tools that facilitate real-time communication, personalized messaging, and targeted engagement. Intercom’s platform includes advanced features such as customizable chatbots, product tours, and in-app messaging, making it easier to guide users through the customer journey. The platform’s data-driven approach also allows businesses to segment their audience, track user behavior, and tailor their communication strategies accordingly. Intercom is ideal for companies looking for a unified solution to...
Who is Intercom best for according to our reviewers?
B2B SaaS Businesses: Intercom is a comprehensive all-in-one solution for B2B SaaS businesses, offering a range of features from chat support to product tours
Small Businesses: Despite some criticisms about pricing, small businesses may find value in Intercom's advanced features and integrations, such as the chatbot and product tours
Content Creators: Those responsible for creating and maintaining help articles can benefit from Intercom's easy-to-use platform and continuous improvements to the help center.
Customer Support Teams: Intercom is ideal for customer support teams as it allows a significant amount of customer support to be automated and simplifies its delivery through articles and a growing knowledge base
Sales Teams: Sales teams can benefit from Intercom's quick response feature and the ability to automate responses to common queries, saving time and increasing productivity
Intercom Reviews
4.3
Intercom rating
0.0
Ease of use
0.0
Customer service
0.0
Value for money
0.0
Likelihood to recommend
0.0
Features
24 Intercom Reviews
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Jesse Smith
Intercom: Empowering Customization for Tailored Solutions and Branding
I appreciate the customization options that Intercom offers. It allows us to tailor the software to fit our specific needs and branding
September 17, 2024
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Patrick A
Incredibly User-Friendly.
I find Intercom extremely easy to work with, both as a platform and as a company. I have nothing but praise for its ease of use, available features, and usability.
September 8, 2024
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Orson S
Valuable Insights with Intercom's Reporting Feature
The reporting feature in Intercom is top-notch. It provides us with valuable insights into customer behavior, helping us make data-driven decisions
September 3, 2024
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Thomas Williams
Software is excellent, but pricing and support are appalling.
The software itself is unparalleled, and the AI bot (FIN) is quite impressive. The help center is also excellent. However, I find it a bit challenging to follow email streams, and personally, I prefer our previous software (helpcrunch), but I acknowledge that Intercom has superior functionality and features. The pricing, though, is exorbitant. As a small business, we're paying over $4 per month for just 5 seats. In comparison, our previous solution, which was almost as good, cost around $165. We're also charged $.99 for every AI bot answer, and many features are locked behind additional pricing plans. The pricing structure is confusing, and their claim of transparent pricing is laughable. Recently, we discovered that the AI bot, which we've been using for weeks and have already spent about $15 on, has been disabled. When we asked why, we were told it's suddenly 'not included in the plan'. Now they're asking about our usage, presumably to lock us into another year of higher pricing. Unlike other providers, everything is contracted; it's not pay-as-you-go. Overall, I can't stand the company, and I find their sales approach rep
August 26, 2024
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Denise Davis
Intercom: A Powerful Tool for Streamlined Support and Enhanced Productivity
I find Intercom to be a time-saving tool that allows me to easily access and update Macros and articles in the help center. It simplifies the process of submitting tickets to the appropriate department for addressing user issues. I appreciate its ease in finding articles and macros to share with my clients. The inclusion of emoticons and gifs in the conversation is a nice touch. However, I miss a feature from previous software that let me see the customer's input before they sent it, allowing me to respond quickly. I switched to Intercom mainly because the singing macros help me accomplish more in less time. I don't have to retype my entire response each time when answering similar questions in multiple chats or emails, which has significantly boosted my productivity.
August 18, 2024
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Benjamin Garcia
Clear method for adding custom responses
I find Intercom to be a transparent tool for adding custom responses automatically. However, I believe the case sorting feature could be optimized. Overall, I think it's a good tool.
August 13, 2024
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Christopher Davis
Unrivalled User Experience
I've had a wonderful experience with Intercom, from its customer success-led implementation to its deployment. I've received numerous compliments on its ease of use. The product's depth, from both an administrative and user perspective, is impressive. It allows a significant amount of customer support to be automated and simplifies its delivery through articles and a growing knowledge base. As a user, I value Intercom's focus on providing quick answers or solutions. For instance, typing "adding users" in an application with Intercom support promptly provides relevant articles or deploys a customer success manager for more complex issues. I also appreciate the feedback cycle. If no articles appear when I type a query, it becomes a new content topic. However, I've noticed a few instances where Intercom has been misused in other organizations, resulting in a subpar experience.
August 4, 2024
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Kathleen W
Intercom: Revolutionizing Customer Service
Intercom has been a game-changer for our customer service team
July 29, 2024
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Lysandra D
Improved Response Times with Intuitive Interface and Live Chat Feature
its intuitive interface and robust features have significantly improved our response times. The live chat feature, in particular, has enabled us to provide real-time support to our customers
July 21, 2024
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Victoria Brown
Exploring Intercom's Customer Interaction Features and Privacy Policies
I recently had an interaction with Intercom regarding a concern about customers having the ability to privately reply to my personal email. To my surprise, they assured me that it's a standard practice for customers to have access to everyone's internal email handle within the company. This was a fascinating revelation! I also tried their chat feature as recommended, and although I wasn't able to connect with anyone immediately, I'm confident that their team is working diligently to address my queries.
July 16, 2024
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Adam D
Solid Knowledge Base, Needs More Editing Features
I use Intercom for writing system KB articles, providing our users with easy access to this content within our application UI. However, I wish there were more editing/formatting improvements. For instance, table cells cannot be easily aligned and posts don't always display as anticipated in the draft, especially when adding extra lines to distribute content.
July 7, 2024
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Brittany Jones
Intercom's Knowledge Base: Empowering Customer Self-Service and Support Efficiency
The knowledge base feature of Intercom is excellent. It has helped us build a comprehensive self-service portal for our customers, reducing the load on our support team
July 1, 2024
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Daphne G
Intercom: A Mixed Bag of Impressions
Overall, I consider Intercom to be an excellent product, particularly valuing its clean and user-friendly chat function and its numerous beneficial features like the Help Center and proactive supports. However, I think there are several areas for improvement. Firstly, after using Intercom for around 3 years, I'm surprised that there's still no support for multiple locales in articles and messages, a feature common on other platforms. This has necessitated us to create multiple versions of the same messages in different languages. Secondly, when dealing with large or complex products, the extensive lists of event and user properties can be overwhelming and hard to navigate, especially for those unfamiliar with the terminology. Thirdly, support chats sometimes end up in the user's email, causing frustration among our users. Lastly, I find the navigation through Intercom to be quite slow, often having to wait after clicking on something.
June 25, 2024
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Jean
Intercom: A Robust Solution for Customer Support
I would recommend Intercom to clients who are looking for automation chat bots and customer support software. They provide a lot of resources and their new product tour feature improves the functionality of their software suite. The features we used most frequently at our software company were the knowledge center and live chat. These features, along with Intercom's automations, allowed us to serve our clients efficiently. However, when compared to ZenDesk, Intercom lacks in reporting and knowledge base customization. Also, the development of new features can sometimes be slow. We chose Intercom because it was easy to implement and it was directly integrated into Zoho by previous developers, which made it hard to consider switching. I appreciate the response from the vendor, Kate from Intercom's Customer Engagement, who thanked me for my review and acknowledged the power of Intercom as a support tool.
June 18, 2024
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Mary Rodriguez
Intercom: Truly Powerful and
Intercom is a highly potent and feature-packed application. It has transformed our customer interactions, reducing phone calls and increasing our productivity through chat and email transactions. It has also enabled us to develop self-help features for our customers, allowing us to assist them even during our off hours.
June 10, 2024
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Elizabeth G
Intercom's Automation Saves Time for Teams
I've found Intercom's automation capabilities to be a huge time-saver. The ability to set up automated responses for common queries has freed up our team to focus on more complex issues
June 4, 2024
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James B
Intercom's Segmentation Boosts Marketing Personalization
Intercom's segmentation feature has been instrumental in helping us target specific user groups with personalized messages, enhancing our marketing efforts
May 27, 2024
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David W
Streamlined Workflow: Intercom's Integration with Slack and HubSpot
Intercom's integration with other software we use, like Slack and HubSpot, has streamlined our workflow tremendously
May 19, 2024
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Sean Smith
Intuitive Features and User Interface: A Review on Intercom Software
I find Intercom's user interface and features intuitive. However, I have an issue when the email subject is large, as it reduces the space for reading the email body, making it difficult. It would be beneficial if this could be enlarged.
May 12, 2024
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Carl N
Intercom Mobile App: A Lifesaver for Staying Connected On the Go
The mobile app of Intercom is a lifesaver. It allows me to stay connected with my team and customers even when I'm on the go
May 7, 2024
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Timothy D
Incredible Enhancements to the Support Center
I am impressed with the amazing improvements Intercom has made to their help center, particularly with the articles. As someone who is responsible for maintaining all of our articles, these changes have significantly eased my job. The new features such as call out boxes with color, table formatting, resizing columns, new headers 3 and 4, chapters on the right when reading an article, the ability to hide the author, and more levels within collections are all fantastic. They keep making small tweaks that make a huge difference!
April 30, 2024
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Kathleen A
Most Overhyped Product in the Market
I would not recommend relying heavily on Intercom, particularly for crucial business operations. While the chat and message history functions work well and the integration with communication sources is a nice touch, the software is plagued with bugs. Updates can often be lost or rejected due to server-side exceptions. The technical support is below average, often denying the existence of issues or blaming them on the user. Intercom is also significantly overpriced. The importers are ineffective due to the lack of data transformation mechanisms, making it challenging to import large amounts of customer profiles. The API has limitations and some of the integrations provided by Intercom do not function properly. Despite these issues, I switched to Intercom from AutopilotApp because it seemed more promising.
April 21, 2024
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Richard Williams
Excellent Software for Engaging & Converting Site Visitors
Overall, I'm quite satisfied with Intercom and plan to keep using it. I appreciate its ease of use in engaging with our website visitors and assisting them. It's a great tool for generating leads for our sales team. I particularly like its integration with Slack, which allows me to not always have Intercom open. However, I find it frustrating that many features require additional payment. Also, some parts of the platform are not very intuitive in terms of navigation and understanding where everything is. I initially chose Intercom mainly because of its price.
April 15, 2024
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Christina B
Intercom: A Developer's Unique and Thrilling Experience
My experience as a developer with Intercom has been truly unique. It's one of the most intriguing software I've worked with that costs over $1 a year. I was pleasantly surprised by their customer support, which guarantees a response within 24 hours. It's quite impressive how they manage to maintain this standard in the customer support business. The developer side is filled with interesting challenges and unexpected surprises, which keeps me on my toes. It's absolutely thrilling! I'm eagerly waiting for a competitor to emerge so I can compare and appreciate the uniqueness of Intercom even more.
April 14, 2024