About Intercom

Intercom is a Customer Communication platform, allowing businesses to connect with their customers in product, in the moment, and on their terms. We break down silos, unifying data and systems to create an ongoing dialogue, so companies can make the most of every opportunity.

Pricing starting from:

US$67.00/month

  • Free Version
  • Free Trial
  • Subscription

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.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Australia, Canada, Germany, France, United Kingdom , Hong Kong SAR China, Ireland, Netherlands, New Zealand, Singapore, Taiwan, United States

    Supported Languages

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

    Pricing starting from:

    US$67.00/month

    • Free Version
    • Free Trial
    • Subscription

    Images

    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles
    View 8 more
    Intercom video
    Intercom video
    Intercom Software - The Intercom Messenger
    Intercom Software - Shared Inbox
    Intercom Software - Support Bots
    Intercom Software - Advanced Ticketing
    Intercom Software - In-product Engagement
    Intercom Software - Suggested articles

    Features

    Total features of Intercom: 161

    • @mentions
    • AB Testing
    • AI/Machine Learning
    • API
    • Access Controls/Permissions
    • Activity Dashboard
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Appointment Management
    • Asynchronous Learning
    • Audience Targeting
    • Auto-Responders
    • Automated Responses
    • Automated Routing
    • Behaviour Tracking
    • Blended Learning
    • CAN SPAM Compliance
    • CRM
    • Call Routing
    • Campaign Analytics
    • Campaign Management
    • Campaign Scheduling
    • Campaign Segmentation
    • Canned Responses
    • Chat/Messaging
    • Chatbot
    • Click Tracking
    • Code-free Development
    • Collaboration Tools
    • Communication Management
    • Configurable Workflow
    • Contact Database
    • Contact Management
    • Contextual Guidance
    • Conversion Rate Optimisation
    • Customer Communication
    • Customer Database
    • Customer Experience Management
    • Customer History
    • Customer Journey Mapping
    • Customer Segmentation
    • Customer Service Analytics
    • Customer Support
    • Customer Surveys
    • Customisable Branding
    • Customisable CTAs
    • Customisable Reports
    • Customisable Templates
    • Customizable Fields
    • Customization
    • Dashboard
    • Data Import/Export
    • Data Visualisation
    • Drag & Drop
    • Drip Campaigns
    • Dynamic Content
    • Email Campaign Management
    • Email Management
    • Email Marketing
    • Email Templates
    • Email Tracking
    • Employee Management
    • Employee Onboarding
    • Engagement Tracking
    • Event Triggered Actions
    • Feedback Management
    • File Sharing
    • For Sales / Marketing
    • For Startups
    • Geotargeting
    • Help Desk Management
    • In-App Training
    • Inbox Management
    • Interaction Tracking
    • Interactive Content
    • Knowledge Base Management
    • Language Detection
    • Lead Capture
    • Lead Database Integration
    • Lead Generation
    • Lead Management
    • Lead Nurturing
    • Lead Qualification
    • Lead Segmentation
    • Lead Verification/Validation
    • List Management
    • Live Chat
    • Macros/Templated Responses
    • Marketing Automation
    • Mobile Access
    • Mobile Optimised Emails
    • Multi-Campaign
    • Multi-Channel Communication
    • Multi-Channel Data Collection
    • Multi-Channel Marketing
    • Multi-Language
    • NPS Survey Structure
    • Natural Language Processing
    • Negative Feedback Management
    • Performance Management
    • Performance Metrics
    • Pre-Configured Bot
    • Prioritisation
    • Proactive Chat
    • Process/Workflow Automation
    • Progress Tracking
    • Prospecting Tools
    • Query Suggestions
    • Queue Management
    • ROI Tracking
    • Real Time Analytics
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Real-time Updates
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • Rules-Based Workflow
    • SMS Marketing
    • SMS Messaging
    • SSL Security
    • Screen Sharing
    • Search/Filter
    • Segmentation
    • Self Service Portal
    • Self Service Tools
    • Self-Learning
    • Sentiment Analysis
    • Service Level Agreement (SLA) Management
    • Single Sign On
    • Social Media Integration
    • Spam Blocker
    • Subscriber Management
    • Subscription Management
    • Support Ticket Management
    • Support Ticket Tracking
    • Survey/Poll Management
    • Surveys & Feedback
    • Tagging
    • Task Management
    • Task Progress Tracking
    • Task Scheduling
    • Template Management
    • Text Analysis
    • Third Party Integrations
    • Ticket Management
    • Transcripts/Chat History
    • Transfers/Routing
    • User Onboarding
    • Virtual Assistant
    • Visual Analytics
    • WYSIWYG Editor
    • Website Integration
    • Website Visitor Tracking
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4.5 /5
    (877)
    Value for Money
    4.0/5
    Features
    4.3/5
    Ease of Use
    4.4/5
    Customer Support
    4.3/5

    Already have Intercom?

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

    Showing 5 reviews of 877
    Liam
    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
    • Likelihood to recommend 10.0 /10

    Not Much Competition

    Reviewed on 1/8/2019

    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.

    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.
    Anirudh
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 51-200 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Decent support channel tool

    Reviewed on 9/11/2022

    Has been a decent experience with the tool getting the job done.

    Has been a decent experience with the tool getting the job done.

    Pros

    Like the way the conversations has taken life, very futuristic. Surely a great easy tool to get the job done. Efficient and easy to use.

    Cons

    When compared to a tool like Zendesk, have felt sometimes that the tool lacks some depth in features but that has not hampered my user experience as there are workarounds that I can do.

    Alternatives Considered

    Zendesk Suite
    Etienne
    Overall rating
    • Industry: Computer Software
    • Company size: 2-10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 4.0 /10

    Best product, the WORST company

    Reviewed on 9/11/2022

    If somebody want to program a software with the same features (even less), i'm switching.

    If somebody want to program a software with the same features (even less), i'm switching.

    Pros

    Their product is better than anything on the market

    Cons

    I hope you will never need them for anything. Do not count on them. It's only a sale team thinking only about money. We are paying over 1800$/month, and we are still not with useful persons.

    Verified Reviewer
    Overall rating
    • Industry: Internet
    • Company size: 501-1,000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Intercom is a support agent's delight!

    Reviewed on 11/8/2022

    Fantastic.

    Fantastic.

    Pros

    Intercom is easy to use and a supremely evolved support tool. It's a must have for early startups as they scale their businesses. Agent's can easily grasp and start using the product. The support articles are my favourite feature.

    Cons

    I didn't like that Intercom does not support WhatsApp templates triggering via system APIs basis user actions.

    Alternatives Considered

    Freshdesk, Haptik and Zendesk Suite

    Reasons for Choosing Intercom

    Yellow.ai was a super unintuitive product.

    Switched From

    yellow.ai

    Reasons for Switching to Intercom

    Cheap and easy to install.
    Alexander
    Overall rating
    • Industry: Accounting
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Intercom is an amazing tool that I use to talk with my customers.

    Reviewed on 25/9/2022

    It has been an amazing tool for our team because it allows us to keep track of all of our customer...

    It has been an amazing tool for our team because it allows us to keep track of all of our customer conversations in one place and because of this, our customer support has improved. Additionally, the team at Intercom is always available to help with any problem.

    Pros

    What I like intercom is that it makes it easy to communicate between team members. It also has a great way to keep track of conversations and be able to reference back to them later on.

    Cons

    The main downside of Intercom is that it can be expensive to maintain and keep updated. It can also make customer service slow to respond to issues and it can be difficult to find answers to questions that I have.

    Showing 5 reviews of 877 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    Intercom offers the following pricing plans:

    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

    Intercom has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

    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, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Meta for Business, Microsoft Teams, Mixpanel, Notion, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk Suite

    Intercom offers the following support options:

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

    Related categories

    See all software categories found for Intercom.