About Intercom
Intercom is a <b>Conversational Relationship Platform (CRP)</b>.
With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.
The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.
Pricing starting from:
US$38.00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Intercom
Key benefits of Intercom
Devices
Business size
Markets
Australia, Canada, Germany, United Kingdom, United States
Supported Languages
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish, zh-hant and 17 others
Pricing starting from:
US$38.00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Intercom
Images
Features
Total features of Intercom: 79
- @mentions
- AB Testing
- API
- Access Controls/Permissions
- Activity Tracking
- Alerts / Escalation
- Analytics/ROI Tracking
- Appointment Management
- Auto-Responders
- CAN SPAM Compliance
- CRM
- Campaign Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Contact Database
- Contact Management
- Conversion Rate Optimisation
- Customer Database
- Customer Segmentation
- Customer Service Analytics
- Customer Surveys
- Customisable Branding
- Customisable CTAs
- Customizable Fields
- Data Import/Export
- Drip Campaigns
- Dynamic Content
- Email Campaign Management
- Email Management
- Email Marketing
- Engagement Tracking
- Event Triggered Actions
- File Sharing
- Geotargeting
- Help Desk Management
- Inbox Management
- Interaction Tracking
- Knowledge Base Management
- Lead Capture
- Lead Database Integration
- Lead Nurturing
- Lead Qualification
- Lead Segmentation
- Lead Verification/Validation
- List Management
- Live Chat
- Marketing Automation
- Mobile Access
- Mobile Optimised Emails
- Multi-Channel Communication
- Multi-Channel Marketing
- Performance Metrics
- Proactive Chat
- Prospecting Tools
- Queue Management
- Real Time Notifications
- Real-time Consumer-facing Chat
- Reporting/Analytics
- Role-Based Permissions
- Screen Sharing
- Search/Filter
- Segmentation
- Self Service Portal
- Social Media Integration
- Spam Blocker
- Subscriber Management
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Virtual Assistant
- WYSIWYG Editor
- Website Integration
- Website Visitor Tracking
- Workflow Management
Alternatives
Zendesk
Drift
Crisp
Help Scout
Reviews
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- 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.
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.- 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
ZendeskReasons 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)
- 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 7.0 /10
I like the company
Reviewed on 14/11/2021
Pros
I like the way they teach. Their book and the product
Cons
In my opinion the product is very expensive
Response from Intercom
Hi Naor - thanks for taking the time to leave Intercom a review and letting us know what you like about our product. It's great to hear that you like the way we teach - our product education team will be happy to hear that!
Sorry to hear that you find our product expensive, we try to create a pricing model that reflects the value of our product while letting both our businesses to succeed. We know that the same pricing model doesn't suit everyone at the same time, hopefully you will continue to see the benefit in Intercom at the price point you're paying.
Thanks,
Eabha (Customer Engagement)
- Industry: Hospital & Health Care
- 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 0.0 /10
Unreponsive and caused a severe service disruption
Reviewed on 2/12/2020
When COVID hit, we were evaluating our software solutions and inquired about switching from an...
When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.
A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.
Pros
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Cons
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
Response from Intercom
Hi Susanna,
I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.
I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.
Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.
Thanks again for this post,
Kate (Intercom - Customer Engagement)
- Industry: Computer Software
- Company size: 5,001-10,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent option for live chat!
Reviewed on 24/8/2021
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone...
Intercom was great to use for day to day work. I wouldn't hesitate to recommend it to someone looking for chat software.
Pros
The interface of this software is extremely clean and easy to use. It's very easy to keep track of all of the different chats you're currently handling and to see who is waiting in the queue.
Cons
Honestly there isn't much that I didn't like. The reporting wasn't quite as robust as it could have been, but that was my only qualm.
Response from Intercom
Thanks for taking the time to leave Intercom a review, Tyler!
I love the interface too so always like hearing customers feel the same. It's great to hear that Intercom is allowing you track your customers better and know who is a priority in your queue in terms of SLAs.
Thanks for your feedback around reporting, we are always looking for ways to improve and reporting is something that we are constantly evolving. We have some exciting stuff coming down the line which I hope you will be pleased about!
Thanks,
Eabha (Customer Engagement)
Intercom FAQs
Below are some frequently asked questions for Intercom.Q. What type of pricing plans does Intercom offer?
Intercom offers the following pricing plans:
- Starting from: US$38.00/month
- Pricing model: Subscription
- Free Trial: Available
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
Q. Who are the typical users of Intercom?
Intercom has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+
Q. What languages does Intercom support?
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, Turkish, zh-hant
Q. Does Intercom support mobile devices?
Intercom supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Intercom integrate with?
Intercom integrates with the following applications:
Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook for Business, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, 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
Q. What level of support does Intercom offer?
Intercom offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Chat
Related categories
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