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About Intercom
Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.
Intercom pricing
Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$39.00/month.
Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes
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Intercom Reviews for UK Users
Feature rating
5 reviews of 1,071
View all reviews
Liam
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
-
Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5
5
Reviewed on 01/08/2019
Not Much Competition
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.
Reasons for Choosing Intercom
Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.Switched From
ConfluenceReasons for Switching to Intercom
The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.
Lillian
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5
4
Reviewed on 07/08/2023
Intercom is a great support system tool
Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.
Pros
Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.
Cons
Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.
Mathieu
- Industry: Accounting
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4
5
Reviewed on 11/09/2024
Really good but expensive
Good interface, quick search, easy to use for all the team
Pros
Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie
Cons
Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.
Alternatives Considered
CrispReasons for Switching to Intercom
We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensiveResponse from Intercom
Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts.
It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.
Replied 17/09/2024
Allison
- Industry: Real Estate
- Company size: 51–200 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
2
Features
5
Ease of Use
4
Customer Support
5
3
Reviewed on 08/08/2024
Great product if you don't mind the pay per hit pricing structure.
Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.
Pros
Great design and easy to use editor in their article creation feature.
Cons
Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit".
Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.
Reasons for Switching to Intercom
There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms.Response from Intercom
Hi Allison,
Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan.
I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at [email protected].
Thanks!
Replied 20/08/2024
Joemar
- Industry: Consumer Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 16/06/2024
Intercom Review
I am very satisfied in using intercom especialy in communicating with my customers
Pros
It is not buggy and the user interface is not complicated
Cons
Application linked to it is very limited to none
