Intercom

4.5 (1,079)
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Intercom is bringing AI-first Customer Service to the world

About Intercom

Intercom is bringing AI-first Customer Service to the world before anyone else, dramatically improving experiences for customers, support agents, and managers. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Intercom is also the most innovative and fastest improving product on the market.


Key benefits of Intercom

For customers:

  • Deliver the best customer experience by instantly resolving 50% of support volume, in any language, any time and any channel.
  • Use actionable insights that report on Fin’s performance and help you optimize your support content by identifying gaps.
  • Deliver support content to your customers wherever they are with an on-brand and integrated help center that customers can access through any channel.

    For agents:

  • Dramatically increase your team productivity. Fin AI Agent can resolve over 50% of your customer questions instantly and accurately while Fin AI Copilot increases agent efficiency by 31%, so your team can focus on deeper relationships with customers.
  • Collaborate efficiently with teammates in real time, with co-presence indicators, notes, and @mentions in our shared inbox.
  • Resolve complex issues more efficiently with tickets designed to streamline collaboration between teams and keep customer conversations going. No switching tools, no lost context, no missed updates.

    For managers:

  • Increase your CSAT. Intercom customers have an average CSAT of 92%
  • Monitor, analyze and optimize your support operation with instant AI insights (coming soon), real-time performance data, customizable reports and actionable CSAT and customer feedback.
  • Automate repetitive tasks for customers and agents with our no-code visual builder—including triggers, conditions, rules, and Fin AI Agent.

  • Images

    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.
    View 10 more
    Intercom video
    Intercom video
    Intercom video
    Intercom video
    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.

    Not sure about Intercom? Compare with a popular alternative

    Intercom

    4.5 (1,079)
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    Starting Price

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    month
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    Pricing Options

    Free version
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    Features

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    Integrations

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    Ease of Use

    4.4 (1,079)
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    Value for Money

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    Reviews

    Overall rating

    4.5 /5
    (1,079)
    Value for Money
    4.0/5
    Features
    4.4/5
    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 1,079
    Brandon
    Brandon
    Overall rating
    • Industry: Internet
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Intercom is a powerful Customer Support Tool

    Reviewed on 30/3/2021

    Overall I would recommend intercom for clients looking for automation chat bots and customer...

    Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

    Pros

    The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

    Cons

    Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

    Alternatives Considered

    Zendesk Suite

    Reasons for Switching to Intercom

    Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.

    Response from Intercom

    Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool.

    Thanks again,
    Kate (Intercom - Customer Engagement)

    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
    • Likelihood to recommend 8.0 /10

    Engagement with Customers is Great!

    Reviewed on 25/2/2021

    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.

    Alternatives Considered

    Zendesk Suite

    Reasons for Switching to Intercom

    At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.

    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
    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
    • Likelihood to recommend 0.0 /10

    Awful product with terrible support

    Reviewed on 25/10/2019

    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.

    Alternatives Considered

    Zendesk Suite

    Reasons for Choosing Intercom

    My CEO didn't like how outdated some of their UI was. However, functionality wise it was far superior to intercom and I regret switching.

    Switched From

    UserVoice

    Reasons for Switching to Intercom

    Your product blog made it seem like you had solid product principles and thus a solid product. I found that not to be true once I started using it.
    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
    • Likelihood to recommend 6.0 /10

    More than a messaging platform

    Reviewed on 13/2/2021

    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.

    Alternatives Considered

    Zendesk Suite

    Reasons for Choosing Intercom

    Our team needed a more robust messaging platform.

    Switched From

    HelpCrunch

    Reasons for Switching to Intercom

    While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.

    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)

    Verified Reviewer
    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 8.0 /10

    Great live chat and marketing tool

    Reviewed on 20/11/2023

    Intercom is vital for our sales and customer service teams, we use it to communicate with our...

    Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

    Pros

    It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

    Cons

    Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

    Alternatives Considered

    Zendesk Suite

    Reasons for Switching to Intercom

    The original developers, decided it was a cost effective and easy to set-up and deploy tool, they were not wrong.
    Showing 5 reviews of 1,079 Read all reviews

    Intercom FAQs

    Below are some frequently asked questions for Intercom.

    Intercom offers the following pricing plans:

    • Starting from: US$39.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    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, ChargeDesk, DataHero, Driftrock, Droplr, Front, Geckoboard, GitHub, Grow, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Meta for Business, Microsoft Teams, Mixpanel, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter/X, Wistia, Woopra, WordPress, Zapier, Zendesk Suite, Zight (formerly CloudApp)

    Intercom offers the following support options:

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

    Related categories

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