Intercom

The #1-rated Business Messenger for customer relationships.

About Intercom

Intercom is a <b>Conversational Relationship Platform (CRP)</b>.

With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.

Key benefits of Intercom

  • With automated answers and interactive apps, Intercom’s Business Messenger enables more than just chat, so you and your customers can get things done efficiently.

  • Build segments and trigger-based auto messages, allowing you to increase engagement by 2X and new feature adoption by serving the right messages at the right time.

  • Cut first response times to support questions in half with an end-to-end support solution, and deliver great, real-time customer experiences with live chat.

  • Connect to your existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces. Intercom fits neatly into what’s already working for you and your team.

  • With Intercom, you’ll be supported by a dedicated team of sales and support specialists, providing best practices, industry insights, and help scaling your team with Intercom.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, Germany, United Kingdom, United States

    Supported Languages

    Arabic, Chinese, Czech, Danish, Dutch and 17 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish

    Images

    Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
    Segment customers in order to target the right groups of people with the right messaging, at the right time
    A/B test messages to continually improve performance
    Announce new features and products with targeted emails to users
    View team performance and plan ahead with Intercom reports
    Modern Messenger
    Send auto-messages to website visitors
    Save commonly used replies
    Suggested Articles
    Smarter Knowledge Base
    Smart campaigns for marketing automation
    View 12 more
    Intercom video Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles Intercom screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right time Intercom screenshot: A/B test messages to continually improve performance Intercom screenshot: Announce new features and products with targeted emails to users Intercom screenshot: View team performance and plan ahead with Intercom reports Intercom screenshot: Modern Messenger Intercom screenshot: Send auto-messages to website visitors Intercom screenshot: Save commonly used replies Intercom screenshot: Suggested Articles Intercom screenshot: Smarter Knowledge Base Intercom screenshot: Smart campaigns for marketing automation

    Features

    Total features of Intercom: 86

    • @mentions
    • A/B Testing
    • API
    • Access Controls/Permissions
    • Activity Tracking
    • Alerts / Escalation
    • Analytics/ROI Tracking
    • Appointment Management
    • Auto-Responders
    • CAN SPAM Compliance
    • CRM Software
    • Campaign Management Software
    • Canned Responses
    • Cataloging/Categorization
    • Chat/Messaging
    • Collaboration Tools
    • Contact Database
    • Contact Management Software
    • Conversion Rate Optimization
    • Customer Database
    • Customer Segmentation
    • Customer Service Analytics
    • Customer Surveys
    • Customizable Branding
    • Customizable CTAs
    • Customizable Fields
    • Data Import/Export
    • Drip Campaigns
    • Dynamic Content
    • Email Campaign Management
    • Email Management Software
    • Email Marketing Software
    • Email Response Control
    • Employee Profiles
    • Engagement Analytics
    • Event Triggered Actions
    • File Sharing Software
    • Geotargeting
    • Help Desk Management
    • Inbox Management
    • Knowledge Base Management
    • Lead Capture Software
    • Lead Database Integration
    • Lead Management Software
    • Lead Nurturing Software
    • Lead Qualification
    • Lead Segmentation
    • Lead Verification/Validation
    • List Management
    • Live Chat Software
    • Marketing Automation Software
    • Mobile Access
    • Mobile Optimized Emails
    • Multi-Channel Communication
    • Multi-Channel Marketing
    • Performance Metrics
    • Personalization Software
    • Proactive Chat
    • Prospecting Tools
    • Push Notifications Software
    • Queue Management
    • Real Time Notifications
    • Real-time Consumer-facing Chat
    • Reporting/Analytics
    • Role-Based Permissions
    • Screen Sharing Software
    • Search/Filter
    • Segmentation
    • Self Service Portal
    • Social Media Integration
    • Spam Blocker
    • Subscriber Management
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Template Management
    • Third Party Integrations
    • Transcripts/Chat History
    • Transfers/Routing
    • Virtual Assistant
    • Visitor Management Software
    • WYSIWYG Editor
    • Website Integration
    • Website Visitor Tracking
    • Workflow Management Software
    • eCommerce Management

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    Zoho CRM

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    Bitrix24

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    Agile CRM

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    Reviews

    Overall rating

    4.5 /5
    (757)
    Value for Money
    4/5
    Features
    4.3/5
    Ease of Use
    4.4/5
    Customer Support Software
    4.3/5

    Already have Intercom?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 757
    Liam M.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Weekly for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Not Much Competition

    Reviewed on 2019-08-01

    Everything has been fantastic from the Customer Success-led implementation process to it being...

    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.

    Verified Reviewer
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 8.0 /10

    Engagement with Customers is Great!

    Reviewed on 2021-02-25

    It is an easy choice if you want to create unique, engaging customer journeys! It also connects to...

    It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

    Pros

    I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

    Cons

    There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

    Response from Intercom

    Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :)

    Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    Tasha D.
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 0.0 /10

    Awful product with terrible support

    Reviewed on 2019-10-25

    Support was terrible. They often provided 'create something custom through our API' as the solution...

    Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

    Pros

    Admin interface is visually appealing. Widget is not.

    Cons

    Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 6.0 /10

    More than a messaging platform

    Reviewed on 2021-02-13

    We are using Intercom as our main costumer messaging platform in all our ends, from emails to...

    We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

    Pros

    In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

    Cons

    The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

    Response from Intercom

    Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams.

    Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    Damola B.
    Overall rating
    • Industry: Internet
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Supercharge Your Customer Interactions

    Reviewed on 2020-10-06

    I am able to deploy a simple interface that helps customers interact with our team while they use...

    I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries.

    I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past.

    Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc.

    All together, Intercom is one of the best decisions we've made as a startup so far!

    Pros

    I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer.

    I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

    Cons

    To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

    Response from Intercom

    Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way!

    You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    Showing 5 reviews of 757 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    Intercom offers the following pricing plans:

    • Starting from: US$38.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Intercom Essential: from $38/month Intercom Pro: from $75/month Intercom Premium: Custom pricing Recommended add-ons: - Custom Bots from $99/mo - Answer Bot from $99/mo - Product Tours from $119/mo - Help Center Articles from $49/mo

    We do not have any information about Intercom features

    Intercom has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    Intercom supports the following languages:

    Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish

    Intercom supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Intercom integrates with the following applications:

    Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, PieSync, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk

    Intercom offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Chat

    Related categories

    See all software categories found for Intercom.