Last Updated
Overview
Intercom is a comprehensive AI-driven customer service solution that transforms communication with your customers. It empowers you in messaging integration, automation, and analytics and helps optimize sales, support, and engagement. Despite users initially facing difficulty with product tours, it tracks support conversations even after the user logs off.
Overall Rating
Based on 3163 users reviews
4.5
Rating Distribution
Positive
92%
Neutral
7%
Negative
1%
Starting Price
Custom
Intercom Specifications
- Contact Management
- Lead Management
- Opportunity Management
- Sales Forecasting
What is Intercom?
Intercom is a sales, marketing, and customer support platform that utilizes user intelligence and behavioral targeting to acquire, engage and support customers. The solution offers targeted behavior-driven emails, push mails and in-app messages, and an integrated help desk. Intercom gives users an insight into product users and offers tools to send out personal communicators. It caters to sales teams across all industries by helping them send automatically targeted messages on a 24/7 basis along with live chatting leads to eventually convert them into customers.
Intercom offers an innovative and effective way to acquire, engage and retain customers which is ideal for the company's sales, marketing, and support teams to better connect and communicate with customers and help your business grow faster. The solution offers an extensive range of features including CRM integration, customer context keeping, call-out collaborations, chat volume management, group conversations, meeting and scheduling, routing, and qualification.
Many renowned successful companies, including Atlassian, Shopify, and New Relic use Intercom to drive their growth through chat, bots, and personalized customer communications.
Pricing:
The starting price of Intercom Engage (Messenger) plan is $49/month. Intercom Essential plans start from $136/month, and Pro plans at $202/month. However, the software increases its rates frequently.
USP:
The app automates regular tracking of browsing behavior, Clearbit data, and referral URLs. Gives real-time metrics and indicators on running campaigns. Life info on customer details and behaviors to help users build more targeted campaigns for the desired audiences.
Support:
Support is provided via phone and web.
Product Advantages:
Depending on the account users, Intercom auto-assigns leads directly or through the round-robin-based accounts. Ability to send customizable, automated messages to users during downtime, any unexpected issues, or new offerings.
Product Limitations:
Prices spike up too frequently. Does not support right-to-left writing patterns or quote-texts.
Unsure about using Intercom? We're here to help – call us at (661) 384-7070.
Pros And Cons of Intercom
Pros
Building chat flows speeds up communication with customers and saves time
Streamlines the process of submitting and responding to tickets efficiently
Effective integrations and insightful statistics are offered promptly
Cons
Images can’t be sent through push notifications
Does not offer a vertical stack that handles both support and sales as per user reviews
Intercom Reviews
Total 3163 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars65%
4
Stars27%
3
Stars5%
2
Stars2%
1
Stars1%
Share your experience
Consumer Services, 51-100 employees
Less than a year
“Keeps all our emails and chats neatly organized”
Pros
Intercom keeps all our emails and chats neatly organized. The messaging is highly secure so only the right person can read each message. Plus problems do not happen often but when they do, you can get help from support right away or set up automated assistance.
Cons
Finding specific links inside the platform is pretty tough. It often shows results that are not relevant to what I am actually looking for.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
10
Functionality
10
Information Technology and Services, 51-100 employees
More than a year
“Fin AI is my favorite!”
Pros
Fin AI is my favorite feature because it is simple to set up and enhance and it keeps getting smarter. The analytics are also very strong and their customer experience scoring system is revolutionary for our team.
Cons
There is very little I dislike. But my main wish would be for a feature to schedule replies to conversations.Our team has specific working hours and if someone is working late, we do not want to give customers the idea that we are available around the clock.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Marketing and Advertising, 11-50 employees
More than a year
“highly customizable and scalable”
Pros
We can really make Intercom our own with all the customization choices, workflow rules and integrations. Whether we want to keep things basic with just a few features or build a very intricate messaging system, it can handle it all.
Cons
While AI is clearly the future of support, it feels like all the recent updates and communications are only about AI. So I would love to see more new content and features for the non-AI parts of the platform as well.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
9
Functionality
10
Frequently Asked Questions
Does Intercom offer an API?
Yes, Intercom offers an API.
What language does Intercom support?
The software supports the English language.
What other apps does Intercom integrate with?
Intercom integrates with Jira, Twitter, Slack, circle.Io, and Hubspot.
Does Intercom offer a mobile app?
Yes, the software offers a mobile application.
What types of pricing plans does Intercom offer?
Intercom offers the following pricing plans: Essential at $39 per seat/month, Advanced at $99 per seat/month, and Expert at $139 per seat/ month. For tailored Intercom pricing, contact us right away!
Who are the typical users of Intercom?
Intercom caters to various industries and sectors, such as financial services, e-commerce, healthcare, and software and technology.