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 Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.
Intercom Software - Workflows - Build powerful automations with our no code visual builder.
Intercom video
Intercom Software - AI Agent - Resolve 50% of support volume. Instantly. - thumbnail
Intercom Software - AI Copilot - A personal AI assistant for every support agent. - thumbnail
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox. - thumbnail
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration. - thumbnail
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support. - thumbnail

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

Alternatives to Intercom

Intercom Reviews for UK Users

Feature rating

Value for Money
4.0
Functionality
4.4
Ease of Use
4.4
Customer Support
4.3
5 reviews of 1,056 View all reviews
Liam
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.

Alternatives Considered

Olark , Confluence and Zendesk Suite

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

Confluence

Reasons 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
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.

Rilwan
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/05/2024

One step ahead of competition

Pros

The ease to incorporate into the business and handle all our customer enquiries make it the best option for our business. It is easier to incorporate with other apps we use as well.

Cons

So far, I don't have any cons with using Intercom as it provides great experience for the users.

De
  • Industry: Financial Services
  • Company size: 2–10 Employees
  • Used for 2+ years
  • Review Source
Value for Money
1
Features
4
Ease of Use
3
Customer Support
1

3
Reviewed on 26/05/2021

NOT $39 starting price anymore. $59 a month for basic chat function

My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up.

I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client.

If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support.

So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Pros

It's "popular" and works well if your company is enterprise sized.

Cons

If you're a start up or a smaller business don't expect to get support.

It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions.

Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

Response from Intercom

Hi De,

Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case.

When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

Replied 16/06/2021
Allison
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 25/03/2024

Top of the line customer support solution with lots of features.

Pros

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Cons

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

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