Intercom

Intercom

4.5 / 5 263 reviews

Who Uses This Software?

Intercom has 17,000 paying customers all over the globe, ranging from startups like General Assembly, ZenPayroll and Invision, to public companies like Ancestry.com, New Relic and Shopify.


Average Ratings

263 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $49.00/month
  • Pricing Details
    Visit www.intercom.com/pricing for a quote.
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Intercom
  • www.intercom.com/
  • Founded 2011
  • United States

About Intercom

Intercom is a fundamentally new way for internet businesses to communicate with customers, personally, at scale. It's a customer communication platform with a suite of integrated products for every team including sales, marketing, product, and support. Intercom's products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.


Intercom Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • A/B Testing
  • Channel Management
  • Customizable CTAs
  • Dynamic Content
  • Landing Pages/Web Forms
  • Lead Nurturing
  • Lead Scoring
  • Sales Intelligence
  • Search Marketing
  • Segmentation
  • Social Marketing
  • Website Visitor Tracking

Intercom Reviews Recently Reviewed!


Jack of all trades, master of emoticons.

Nov 16, 2017
1/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 1.0/10 Not
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Pros: Intercom does have a lot of features and is easy to get started with. Sign up, go into segment, activate it, and you're done. You can see who's online, send them automated messages, write support tickets.

Cons: The only problem with Intercom is that EVERYTHING is half baked. They've basically taken as a model to release everything, but only basic versions of it. Except for Emoticons. They are everywhere. You want to sort conversations? You can't. You want to bulk edit them? You can't. You write an article and the connection dies? Too bad for you. You want to change the layout of the Support Page? You can't. You want to have a qualification bot that's not a marketing gimmick? Well sorry. You can't. You want to assign conversations base don rules, have reminders, flows, SLAs.... well.. you know the answer. And when you invariably contact support and tell them about it, they will almost always say "Oh that's a great idea. Let me mention it to the Product Team"... and of course they instead roll out the next half-backed emoticon feature. Seriously. Unless you want a fancy chat for a side project of yours, stay away.

Just awesome

Feb 28, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams

Cons: Hard to understand the differentiation between their product lines

Overall: Intercom sets a new standard for software. Our team relies on it heavily for communication with our userbase and for note taking on issues. It's got really useful integrations to link to other efficiency tools for software teams as well. The team behind it is really helpful and answers support questions quickly and thoroughly. They also practice a lot of transparency so it is a company that feels good to work with and support. They're rolling out improvements constantly and keep their userbase informed about them. They also use the tool themselves and its nice to work with a company that "eats their own dog food", as the saying goes.

The one thing that is confusing about their platform is the differentiation between their different product lines. We've been with them for years and maybe it is clearer for new accounts what they're using, but for us we often scratch our heads over whether or not we've got access to something.

Other than that, amazing product for communicating with new and old users alike! Couldn't recommend more highly.

Great platform for Customer Service

Mar 24, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Nice interface, easy to communicate with customers. Another bonus is the mobile application that helps for direct contact with customers and enables me to answer questions whenever and wherever. Also, it has the ability to intergrades third-party tools. We like triggers to let us know which customers need to be engaged. We use it as an interactive tool to keep in touch with our customers. Without Intercom, we would have never been able to grow to have thousands of customers. Also, we use it as a view to seeing client usage data and as a support too. Our customers write to our support team using intercom through our technology. Intercom is very well-suited for providing an authentic and human interaction with customers when it comes to technical support, predominantly (in my opinion) through their in-app chat. Intercom also has suited us well as a simple, clean, and intuitive knowledge base.

Cons: Setting up automated emails within intercom is an issue. The HTML editor for emails is clunky and emails often end up in spam boxes, more HTML templates would definitely be helpful.

Intercom: Customer service is getting better and easier

Mar 15, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom will help you organize all employees and establish their work. You can capture a large number of potential customers by sending them targeted messages. The ability to use Intercom not only on the desktop but also on your mobile device. In addition, you can create templates for answering frequently asked questions from your customers, this helps to save a lot of time. You can keep statistics and use it to understand which messages generate the most traffic and conversions on your site. In addition, you can easily understand the performance of your team, this will help to identify the weak employees who slow down the whole process. Working in Intercom allows our team to cooperate with our customers in a qualitative and productive way, as they can ask us questions, learn about updates and so on. We are always in touch with our customers and this is different from other teams. This service has a large number of functions that will be useful to both large teams and small ones.

Cons: I would have liked that the mobile application worked faster; otherwise, there are delays in the work. At the beginning of the work, it was difficult for me to master the user interface, but now it does not cause any pain to me.

Makes Everything Easier

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: I love Intercom - nearly every function it has makes my job easier, and it makes sharing information between teams regarding a single customer really easy. Bonus functions like notes/mentions, giphys, and integrations with other software systems we use really make it the best thing since sliced bread.

Cons: The messenger app. We use our own live chat system and maintain use of Intercom for email communication only. Unfortunately the messenger app looks and feels exactly like live chat, which we do not want, because we use it for email communication. Users perceive it as chat, and when they do not get an immediate reply they get frustrated. I have been told that this cannot be turned off nor is there any solution for us regarding this problem.

Overall: This allows us to provide top notch customer service while maintaining an organized system on the back end that would only be a headache anywhere else. We are able to flow live chats and email tickets as well as any other inbound activity to one main hub.

Capterra-loader

Beyond a customer helpdesk solution.

Jun 06, 2018
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Multipurpose use : Intercom goes beyond just being a tool for support agents , it is also used by our customer success team and my organizations sales team.
In a sales capacity ,we use Intercom to prompt new web visitors to signup for our services ,and existing web visitors to make a purchase; thus becoming repeat customer. We achieve this by leveraging on trigger messages and lead routing functions to maximize our website visit to purchase ,conversion ratio.
For helpdesk purpose , we use Intercom to communicate with ease with web visitors. We are able to effectively manage customer tickets and respond to customer queries in real time.

Cons: The user interface is un-intuitive and takes time for new helpdesk agents to get used to Intercoms dashboard navigation. Also the more our users and customers get larger , the higher the pricing.

Capterra-loader

Addresses more than Live chat issues.

Jul 05, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom is very user friendly .and provides our helpdesk department with prompt timely support whenever it has been needed.It integrates well with Slack ,allowing us receive Intercom messages via the Slack interface.
Intercom provides us with more than just Live chat features , thus I see it as a marketing necessity for the modern day organization.Intercom provides helpdesk teams with bots and messenger apps to gather and analyze sales leads.

Cons: As much as I have talked about Intercom addressing more than Live chat needs, I will also say "trying to do too much " is the major bane of Intercom. It does address a little bit of problems in helpdesk solutions , email marketing and customer relationship management ; therefore making Intercom a jack of every trade ,but master of none.

Great communication tool

Jun 26, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: This is a great tool to automate messages to our users in times of downtime, problems or simply to inform them of a new feature.

Customizable messages, conditions can make quick work of a message automation! User info can be tracked easily.

Cons: Although it is improving its customer support ticketing system, there is a lot of ground to cover, still. No ticket number for easy reference, a bit of a black box when it comes to how the customer will see their "emails". Anything outside of the in-app messenger system is still to me improved.

Their customer support is average and can take a bit of time to answer.

Still some clarification/features to add to have the customer/user (our user) understand this may not be realtime, even though it looks like chat.

It's a pretty nifty Email Software that links with our LiveChat system!

Oct 05, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: I like its functionality in terms of how you can assign tickets to each other and the NOTES part is a really useful function for communicating with your team about the email. Also, I love how our Livechat software is synced with Intercom so that the chats come in as tickets and are also saved so you can always look up correspondence for a difficult issue. And thanks for the new feature where you can now add additional emails to "cc." That one REALLY comes in handy for us!

Cons: More often than not I have to reload the page to see the most recent tickets in queue. Also, if I'm working on a laptop with a mouse track pad, there's a strange glitch where you swipe or tap wrong and your whole message is erased. Lame.

Intercom is great for high touch interactions with clients

May 28, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We use Intercom in a sales capacity to nurture initial visitor traffic. At the same time, we can use it both in the office and in mobile applications. The mobile application is friendly and, although it requires some settings, makes it amazing for communicating with potential customers at any time of the day when we are away from the computer. This service allows us to create a client base and provides an opportunity for segmentation of the audience, which greatly facilitates the work. Also, I really like the integration with the LinkedIn API to personalize the conversation and provide recommendations.

Cons: The user interface is a little unorganized, it was difficult for me to understand it. The initial setup process was complicated and long, but in fact, our developers had to spend significantly more time than expected to complete the setup.

Capterra-loader

Makes communication with customers super easy.

Jan 10, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: It allows you to reach the customer anywhere. If they have left the chatbox, the reply will reach their inbox. You see a lot of information about your customer/lead already when talking to them. Where are they located at, what browser they are using, etc?

I also like the operator function that asks leads for email addresses and/or feeds help articles to conversations that I haven't yet attended to.

The help article section is also great because it's integrated with the messaging so I can send help articles straight from the app.

Cons: There's no integration with HubSpot CRM but it is what it is - they're competitors so that makes sense.

It's also sometimes tricky to make sure that I am not 'seeing' messages after signing in as one of my clients. The chatbox is sometimes not quick enough to understand that a person has signed out and it still shows messages relevant to that person. That is how I accidentally read them and so they might not reach the recipient's inbox.

Essential if you are building a SaaS App

Jan 17, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is specifically designed to support SaaS applications. If you sell software as a subscription, your users develop a relationship with your software. Intercom allows you to be apart of that relationship. I love being able to see when my users are logged in, statistics about how they are using the system, and chatting with them. I have found that very few users abuse the system. I thought that this would be a bigger issue, but it has not been.

Cons: Occasionally Intercom has had issues with spam. It has taken a week or two to adjust the filters to catch the spam. However, they did a good job communicating progress and spam hasn't been an issue.

Capterra-loader

Full of features, but half-baked and annoying to use at scale.

Oct 22, 2017
3/5
Overall
4 / 5
Ease of Use
1 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Intercom is an easy solution to adopt and get running. It provides an easy way to add a chat, a support ticket and push notifications / messages out to customers.

Cons: Most of the features are at best half-baked. They focus on "cool" new features (styling of the chat window, robot to automate some stuff), but as consequence they've dropped the ball on the elements that should sit at the core of their product: managing and prioritizing conversations. You can't bulk modify conversations, you can't add routes to automate some of the more important flows (reminders, closing,...) and as a consequence it's a horror to work with if you have more than a few messages.

Capterra-loader

Intercom has been amazing for us

Mar 26, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is easy to set up, our clients love being able to connect with us directly through chat and the attributes make creating tutorials much simpler than designing and developing yourself. The help center is very easy to setup and edit on the fly and the reporting on respond lets us stay on track and make sure we are hitting our goals with response times.

Cons: Since you can sync so many items to intercom (slack, trello, email, etc.) one issue we encounter is having support tickets duplicated or sent to different teams and not being able to merge te conversations. But overall it is a great product.

Overall: What I love about intercom is it does everything you want but isn't overly complicated like other platforms out there ie zendesk. They have really taken a complex mixture of features and simplified into an easy to use interface.

Great in-app and email for smaller businesses

Jan 26, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: For those new to marketing automation it is very simple to get going, with no prior knowledge of even HTML. It has lots of helpful prompts to make sure you stay on track. Most importantly the customer support team really do make an effort to help, and they are improving the software all of the time in response to customer feedback. The ability to easily send in-app campaigns, rather than the usual pop-ip messaging is a major USP.

Cons: Adding and updating data at times can be painful, especially as the system allows emails to be duplicated. The campaign system is quite simplistic, meaning that you have to be careful that you layer an automation using exclusions - which is one of the reasons it could be unsuitable for a larger/more complex product and or organisation.

Capterra-loader

Power tool for marketing automation and a more human customer service

May 30, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom has a set of products that really talk with each other and follows the user's flow since a visitor to your product's website until the part where you're trying to drive engagement. It's integration via REST API helps getting data that is important to create powerful segments to target via in-app message which has higher CTR than email.

Cons: Its price can be something of an initial barrier if you do not have resources, specially if you're dealing with a huge user base. Besides that, you also need an initial effort to integrate with API to get the full power of the platform.

Overall: High power targeting of customised segments with a powerful tool for messaging users. Also, it has a more human and real-time approach of costumer support, which helps to solve faster user's issues.

Great for live chat, not so much everything else

Aug 01, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Really good live chat functionality with the ability to pull in custom parameters from all our customers. The ability to add in other team members at any point (e.g. when escalating an issue) is great.

Cons: Other than live chat, Intercom doesn't feel like it offers much. As a CRM it's very lacking - a dedicated CRM tool is a must for any serious business. As a helpdesk, a self-hosted helpdesk on your site is more customizable and effective than using Intercom's. Another issue is that customers see Intercom as live chat when in reality it's an email replacement for us, but it allows no way to communicate that. Customers expect an instant response 24/7, even when our support teams are offline, and can become frustrated by this.

This product is a joke. The user interface is complicated and there is no one available to assist

Jun 06, 2018
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Pros: Nothing! Poor customer service to say the least. The product is a joke and does nothing it says it will. The customer service support does not exist. Just a bunch of bots with animated messages that are unable to assist you with anything. They do not help with integration, set up, monitoring, support etc. When you have a problem - good luck! This is such a joke of a product and a company. Waste of money and time and would NEVER recommend it.

Cons: The interface, the customer service, the functionality, the reporting, and integration basically everything about this product is a con. Do not waste your time or your money and do yourself a favor and go anywhere else for a product. Having nothing is better than this company

Overall: NOTHING at all. Do not use this product you will regret it every single day and good luck trying to cancel it. You will have to dispute it with your credit card company

Now we solve problems fast with confusing users.

Mar 17, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I'm glad that I can easily keep track of my entire conversation. In addition, I like this platform, on which I can keep and monitor all the information that goes. Of course, the ability to find the old information I had in the past. Intercom improved our interaction with customers, and I regularly receive letters of appreciation for the prompt and efficient customer service! For many users this is a silver bullet.. I believe that Intercom is growing rapidly and will soon overtake many competitors. They are on a strong growth path and will get what I desperately need, but may not be fast enough.

Cons: The only thing I do not like about Intercom is the inability to filter past convoys on their topics. It is rather tedious to scroll and open each individual convoy, which is looking for a specific topic for repeated viewing / observation.

So simple, easily integrated with Salesforce.

Jul 22, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: A good portion of our qualified leads comes in through chat/Intercom, and as a director of sales, the fact that Intercom is so easily integrated with Salesforce make my life a breeze. We have had a couple of instances where we needed customer support and everyone there was quick to respond and resolved the issues. My experience has been great thus far.

Cons: There is not much that I would change. Intercom is my only experience with a "chat" software but it has been excellent thus far. No complaints.

Capterra-loader

Intercom is a fantastic platform. We absolutely love it.

Jan 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's very easy to use, it's well designed and aesthetically pleasing, and with the updates they've made to reporting over the last few months, it's very easy to see real-time stats and get a sense of how busy our team is.

Cons: It's difficult to send manual messages to individual Users and use a Saved Reply, but that's very minimal. Other that that, it's fantastic and does everything we need.

Overall: It makes it incredibly easy for us to stay in touch with our customers, respond to their questions, and proactively message them about new features.

The best way to communicate with software customers

Jun 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: Our developers were able to quickly setup the software and implement it into our website. We launched a brand new SaaS product and used it to engage users as they were figuring out how to use our product. Intercom was essential in executing our customer success strategy.

Cons: There is a learning curve and it does take some time to get it setup before it will add value. Once it is ready to go, your team will gain valuable insight into how users interact with your software.

Overall: Excellent Tool for User Engagement.

Capterra-loader

Solid product that keeps innovating with new feature releases

Apr 11, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that the features keep coming, I enjoy knowing that the team behind Intercom is always striving at improving. I'm using the campaigns really nicely for my drip emails. A/B testing them and continually improving my open and ctr. The core of the product is excellent.

Cons: It's slightly on the expensive end. The more users you get the more they will charge you. You have to make sure you delete users who are not needed anymore by setting up certain criteria to keep the costs in check.

Capterra-loader

Pretty good solution for a helpdesk

Jun 14, 2018
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom can cover almost all processes if you're selling SaaS solution. It has really good solution for help center and allows to easily find chats with your users. As well it's good in getting additional information like users LinkedIn profiles etc.

Cons: It's not really easy to setup Intercom messenger properly, the price is high enough since they are billing for each additional user. Intercom support is pretty useless, each time we asked them something they sent us a link that we already saw.

It is a really solid product with a lot of functionality

Apr 18, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like the design of the application as a whole. Easily integrate into web applications and mobile applications. It is very easy to use. The chat and assignment features are great but what I like the most of the operator bot. Intercom is ideal for tracking sales, marketing, and customer support. I like that I always have a complete history of each user's messages. Also, I can filter clients and segment them, this function is very useful for work.

Cons: This software has more pluses than minuses. Well, if it goes deeper, I'd like to see more settings for using chats. Also, the marketing email interface is a bit unwieldy, at least for me.

Capterra-loader

Nice software but needs a market niche.

Jan 12, 2018
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom puts our customers chat and email messages together ,making it easier to follow our clients conversation history with the helpdesk team. This tool also makes it super easy to add my team members into conversations (email/chat) with our clients ,simply by typing their name . Is backed by an intuitive user interface ,making it very easy to get around even for first time users.

Cons: Over the last two year ,Intercom has focused on releasing regular new features without perfecting their effectiveness. Thus, Intercom is currently in between being an helpdesk tool and a CRM : without it actually fully getting the job done in both markets.

Incredible Value for the Price

Jan 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Intercom is incredible. From the first week of using Intercom, our engagement increased exponentially and has allowed people to interact, reach out, and purchase our services far earlier than they ever did before with the pop-up chat feature. I also love that you can target certain groups (customers, leads etc) with specific, targeted messages via the website popup or by email. You can also save canned/saved responses that you frequently answer to save time, as well as create and attach "help center" articles to educate and engage your customers (way better than an FAQ!)

Cons: Because Intercom is so robust, it took a little time to get used to the system and all of the features it provides, but once you get the hang of it, it's amazing what it can do for you and your business!

We use Intercom as our chat software

Jul 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The product is easy to implement and use. No need for trainings all users understand what is needed to be done in 15 minutes of explainations.

Cons: The pricing model that makes us work in deleting contacts on a weekly basis. We usually interact with useres ones, they ask question and we answer. The pricing is based on number of users, so continuing paying for a user that we dont have any interaction with is waste of money. So every week we delete the contacts just for paying less.

Overall: This product make the process of dealing with people asking for info and help on line easy to handle. It is easy to forward application to the right professional in the organization and manage the FAQ. Great product

A powerful tool for you and your customers

Mar 25, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We use this program mainly for support. We receive and process a lot of feedback from our customers. We also use the program to notify our customers about new versions of our product. This is an excellent platform for customer support and general analytics. Also, the program is great for internal marketing and support. You can easily contact your customers using email or messages in the application. I used internal communication in several of my applications as customer support and I can say that it was a really good experience. I recommend the program to you, and I think you'll like it. You will have an automatic system that will help you improve the work of the marketing system. The platform has all the working tools that we need.

Cons: To get the most out of the service, you need high-tech personnel. You need to keep up with all the automatic communications so that the messages are not obsolete. Crowded user interface. The program began to work slower and not stable enough, as before. It is difficult to control all notifications. I would not refuse more detailed reports.

Super useful way to connect with our users, though as a user I find it annoying

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Love this tool for our team. It helps us connect directly with users. They seem happy to find out it's a real human on the other end and the speed of getting questions answered is a big deal. It's a great touchpoint for us to connect with potential and existing customers.

Cons: As a user, I get annoyed with these pop ups but I think it's up to the company to use them in a respectful and productive way that is not too intrusive.

Capterra-loader

We better address our users need.

Mar 04, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Intercom merges our chats and email conversations with every user as a single conversation loop ,making it easy to review past conversations of users easily.
It i the most suitable helpdesk program for targeted emails and in-app trigger messages ,making it easy for us to better address issues faced by our users.

Cons: There have been times when our users have complained of sending us messages on Intercom and the messages failing to send ,for basically no explainable reason.This happens when our users have tried chatting with us via a mobile web browser and we happen to be offline.

Amazing suite of products to complete your application

Feb 15, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love the design of Intercom, their attention to details and the fact that it literally takes 5 minutes to integrate with your web or mobile application. The Intercom widget is ubiquitous and people already know how to interact with it!

Cons: Intercom has a suite of products with different scopes and it's not very clear from the beginning what product does what. The configuration settings are plenty and not very easy to navigate.

Great features... but way too expensive for BtoC usages

Feb 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom is great for internal marketing and support purposes. You can easily reach your customers using emails or in-app messages.

Cons: But while this is great, Intercom is also really expensive. If you have a BtoB business it's probably not an issue because the profit generated by the user retention gained from Intercom could probably cover the costs. But if you have a BtoC business you might want to consider another option.

Watch out your bills

Dec 07, 2017
3/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
4 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: easy to use, good support,
you can use it mobile apps, any computer systems.
Being able to quickly and efficiently communicate with our customers is a big help.
Allowing customers to chat in even when we are offline is also a great way to always insure that their issue or concern will always be addressed.

Cons: they have a very complicated pricing system will steal your money away.

at first, we thought we only answer 10-20 customers's questions every day, but end up we got 10000 per month,

this is what they explain to me:

"Best place to check the total number is not through the conversation reports but number of Users and Leads in your Platform page +1

Here's how people are added to your Intercom database:

If visitors to your website start a chat with you they are stored in Intercom as Leads

If you have Intercom installed on your web or mobile app, Users are added when people sign in
You manually add Users and Leads via our CSV Import and the Intercom REST API
If you forward your email to your team inbox, new people that email you will be added as Leads"

Great product, but they nickel and dime you a bit

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Generally makes customer service easier, however there is no knowledge base or any slick way of mining the data from the your customers.

Cons: You need to watch when typing a long response, the interface might crap out or freeze, etc.. It becomes annoying at times.

Overall: Overall I really like this product. Their UI is a bit wonky (although they think it's great), but it's been getting better. There are a few quirks that are annoying and the service experiences more service interruptions than other platforms we use.

For what they do, versus what they charge however, we probably would switch quite quickly if something less expensive came along. Customer support is good though.

Good product, but full of pricing traps

Jul 19, 2016
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Comments: Intercom seems to be a great solution at all, potentially acting as a central cockpit for chat, support, app tracking, web site tracking and lead nurturing. So you can trigger actions regardless the client touch point and measure your goals.

Pros: If well explored, it can easily replace a bunch of other solutions by a single one.

Cons: Pricing plans are pretty confusing and full of traps. The "fantastic all-in-one product" is dramatically separated in packages that are in fact ridiculous limitations of the very same functionality. And all packages are divided in Pro / Std ¿ than you get 6 variations of the same thing + scale for quantity of contacts / visitors. Confusing? Wait¿ They used to have 4 packages, removed one by merging two and unconditionally charged me the just merged package (that I don¿t need).

All in one: support, mailing, mobile apps

Dec 07, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like to have all the information of my clients on the same site. Working with such an extensive database is very useful for any business.

Cons: Sometimes, having so many features makes the platform not accessible to smaller businesses. The price is high, and it takes quite some time to take advantage of everything it offers.

Overall: It is a very efficient tool to control the basic and advanced aspects of our customers.
For example, you can quickly access a complete record of any customer and see how he has interacted with your business: use, shopping, interaction.

Perhaps it is a somewhat complex tool because it has many characteristics.

Great onboarding tool and more!

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is the best tool if you are running SaaS! There is no better tool for onboarding. You can use Intercom as a chat, you can create onboarding funnels, you can easily create the knowledge base and more!

Cons: I think the price could be lower. There are currently many solutions that try to imitate Intercom and they offer a better price. But none of those tools is as good as Intercom.

Very easy to use and perfect for quick and clear communication with your customers.

Aug 11, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's easy to use and you can build a customer support team within the tool.

Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever

The ability to intergrade third party tools.

Cons: Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part.

Overall: Great tool for customer engagement. Praise from our own customers for our quick response times.

Solid communication platform that is easy for customers to use

May 15, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Customers find it easy to use, the reports information is solid, and it's pretty easy to send out messages that are automated or manual.

Cons: Not all the functionality is easy to find or understand. The help is prompt, but some navigation improvements may help. But these are small.

Overall: We use this to track customer support inquires when the customer is in-product. Makes it easy to chat and communicate in real time.

Capterra-loader

Most advanced live chat solution.

May 19, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself.

Cons: We have had complaints from web visitors in time past of them attempting to send us messages when we are offline and the message failing to send through. This happen on rare occasions but I can confirm it does.

Capterra-loader

More than an helpdesk program

Apr 09, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom makes it easy to promote sales leads and trigger users to take action via targeted email, and in-app information triggered by time or website location.
It integrates well with some of our favourite tools like Salesforce. Overall,Intercom is surely more than just an helpdesk program : as it provides us some email marketing feature too.

Cons: There have been times where we have been offline and web visitors have had issues sending us messages. which in such case is sent as a ticket.This happens very often.

Capterra-loader

Great support tool, misses a few things for CS or sales

Mar 07, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Everything that supports conversations with users, integrations, automation. They introduced reports not long ago and they are great.

Cons: Could be releasing updates more often, especially in the fields of automation and bots - this is something that competition does better for the moment but I hope they will manage to get there.

Overall: My company can provide excellent support to our customers.

Your customer service is getting better

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom will help you organize all employees and establish their work. In addition, you can easily understand the performance of your team, this will help to identify the weak employees who slow down the whole process.

Cons: I would have liked that the mobile application worked faster. Also, at the beginning, it was difficult for me to understand the user interface.

Such an easy to use software

Jun 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love that this gives us an overall look at our customer experience. It shows us what pages they most recently viewed and what customers maybe have not visited our site for a while.

Cons: It's hard to say what I like least about the software because there isn't much. One thing I wish there was more of was the ability to collab on a conversation with other employees instead of communicating with notes.

Overall: This software gave us the best overall view of our customer experience and gives them a great point of contact where they get a response within minutes.

Fantastic chat app, one of the best in it's league.

May 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: What I like most about this software is that it allows us to deliver quality customer support for all of our apps in real time. Also, it's reporting and data collection features are second to none.

Cons: What I like least about this software is the clarify of fees/charges. We were surprised by the amount we were being charged due to a lack of clarity on product pricing. It wasn't clear about how they charge you per month. Once we understood, it was easy to see the value, but it would be good for users to know up front.

Can't imagine life without it.

Jun 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Mobile app is amazing. Quick and easy interactions with customers/potential customers. Able to talk to clients instantly with their interest is highest. Sets a wonderful first impression of your company.

Cons: They just changed the interface which I don't like. It is trying to do too much when they should just focus on what they are best at = chat support.

Capterra-loader

I'm leaning on intercom to the extent of having it a major part of doing my daily job

May 16, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support

Pros:
The functionalities that help me my work daily in the best possible way
The continuous updates that keep making this product alive and growing

Cons: The new interface is not comfortable to me, specially the the left navigation bar of conversations
The bunch of frequent emails that I get lost to follow them all
Their price is really expensive

Intercom - it was cool, it's getting annoying

Nov 10, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Intercom's a product that we do like, we do use a lot. Our customers find it easy to use. The biggest issue to date has been their change in their apps UI/UX and the customer support during this migration. It wasn't great. I also feel like the value for money

Pros: - UI/UX - Ease of learn - Integration with your app (depending on your stack I suppose) - Client facing quality / customisation options of the tool

Cons: - Price point for different packages. Because you have to pay per month for each and there are 2 tiers for each, for a smaller startup it's expensive. Have to work with them to grow into it. - The product isn't that great relative to a self build if you got big enough. You'd want to look at building your own solution.

Recommendations to other buyers: This is a great product to just plug and play. Don't commit long term to this product. And certainly don't consider it your one stop shop for your customer support. You need to have and house your own data.

Capterra-loader

We use Intercom to engage with our customers through chat and messages

Nov 10, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to use, you can learn very quickly about almost all features. You can easily edit the information about your team, like work hours, automatic messagens, time to answer, segment your customers based on a lot of different features and create rules to automatize the communication.

Cons: They take a few hours to answer in the customer service, sometimes It is not good to wait this time to solve some problem or have an answer from their team. Also I would like more options to create flows of automatic communications, also would be great to provide ways to calculate customer health scores and track this overtime.

Overall: Easy way to integrate with my system and communicate with our customers.

I use intercom daily to respond to quick messages and questions clients have about our program

Mar 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Intercom is very easy to use and they are constantly adding new features and improving the software. It also has a ton of benefits as you could use it to answer your clients' questions, set automated messages when visitors land on your site, and create help centres for FAQ's.

Cons: I love that it has so many uses but they keep changing the name of the sections, ie. Messages, Help Centre etc. They change it quite frequently but its not too hard to keep track of unless you're talking to coworkers about it.

Intercom easily integrates with our crm

Oct 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: the way we can share emails.. make notes to each other and easily manage all incoming emails.. there is a history of all communications that is great and makes it easy to track customer activity and with which representative

Cons: I can not easily edit the information of a contact. I also can not easily create a new message to a user from within intercom.

Brilliant for segmenting, personalizing and targeting customers!

Mar 23, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Creating Custom Groups and Segments based on multiple criteria. Individualizing and personalizing communication. Scheduling of communication A wide array of filters, attributes, and provision of custom attributes for maximizing efficacy

Cons: SMS channel would've been great. It's currently Notification and Email only. Push notifications do not have an image-based version. It's plain text only. Cannot delete custom attributes as of now, only archiving can be done (which counts against your limit)

Capterra-loader

Pretty good but could be made a lot better!

Jun 28, 2018
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: Managing customer service, marketing emails, and docs/articles in the same platform is the best. I am a big fan of how professional everything they make looks.

Cons: It gets so expensive and the docs/articles are super limiting. Why don't they build a better email support helpdesk solution? It would be the perfect complement to all of this.

Intercom is excellent. Great combo of chat, messaging, and website & customer analytics!

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The integration of support desk, chat, messaging, customer & website analytics is so seamless. It's a real strength to have everything together in the right spot ready to act on .

Cons: Definitely Price. Their pricing model is geared toward SAAS model businesses and is a bit pricing e-commerce.

Overall: Better communication and grasp on understanding our customers

The Must Have For SaaS

Oct 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to implement. Real Time communication with customers.

Cons: No complaints.

Overall: From the beginning of our company Intercom has been in our stack. We absolutely love the ease and flexibility of the tool. At DigiQuatics customer driven development is everything. Every feature we release represents a myriad of customer feedback and that feedback is collected via none other than Intercom. We are so impressed by the entire product.

Lovely product with great customer support!

Oct 08, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love how easy it is to set up for mostly non-technical users. The configuration options are extensive and the support team is extremely responsive and helpful.

We've actually seen an impact on our website engagement after switching to Intercom, and the mobile apps are excellent to engage new leads.

Cons: We use Respond, and the only gripe we have with Intercom is that we can't use different messages per page for our website. We need to switch to Engage, which is more than double the price for just this one extra feature we need. Having a small limited number of messages instead of just one would make us long-term happy customers!

Capterra-loader

Made our customer support processes professional

Mar 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I love that we can get in touch with our customers through various mediums like in-app, mobile, web-app, email etc. Also, their support icon isn't obtrusive at all.

Cons: It's expensive and they don't have a cheap starting plan. Pricing based on the no. of users is fine, but atleast try to keep it cheap when a business starts out.

Intercom Improving

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Lovely Interface
Powerful Analytics and Dashboard
Great way to maintain strong Customer ongoing relationshiops
API is sweet

Cons: COST COST COST
Incomplete product keeps engagement high and drops the ball as it can't fully function as a helpdesk by itself so you end up with intercom + helpdesk software still needed to keep helpdesk tickets/cases organized

Overall: Tested Intercom for several months, loved the experience, loved how it made the customer interaction easier and less intrusive (which is important when users already are having problems) but wow overpriced!

Recommendations to other buyers: Would love to migrate to this software permanently, API work already done for our Saas but without a complete helpdesk solution we can't afford this PLUS helpdesk licenses.

Easy way to create funnels to communicate with your clients.

Mar 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: Great tool to automate and create triggers to send automated emails to our clients.
We can set different conditions and based on the conditions select the email that should be sent.

Cons: Pricing can increase if your user list becomes a lot. Overall a good product that makes communication easier with clients.

Excellent customer messaging and development solution

May 26, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Super easy to chat with customers when they're considering purchase, and customers after they've signed up too. Rules to help set up appropriate auto-messages help us do this contextually.

Cons: Messaging rules and behaviors are still pretty rudimentary, so you can't be too programmatic about it (e.g. after a user completes a custom action on website, message them - or only message during certain times of day). But I assume they will only continue to develop this!

great web plug in to keep in touch with visitors

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We use intercom to make step by step and interactive pop ups during the on-boarding process.

It makes it easy for new customers to ask us questions during and after regular business hours.

Cons: I think its hard for people to know how to interact without making pop ups that can scare away some people.

Top Rated!

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Working as a virtual assistant collaborating with employees across the globe is something that is with great advantage. Intercom is our number one communication channel with our customers. The feature that I truly appreciate so much is the ability to integrate with our company websites. Its chat feature is impressive because it allows customers and leads to interact with support agents 24/7 without making a single phone call.

Cons: What I have been looking from Intercom is the ability to identify the 1st response time the moment a customer chats in and the average handling time for every ticket logged.

Your swiss army customer support tool

Apr 10, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Great tool if you want to support your customers in a brand new way. There are no ticket numbers. You can create segments and target specific customers with a message based on their behavior!

Cons: It is super hard to imagine the entire workflow without a visual composer. Creating a campaign with more than 10 automated messages without a visual composer is a rocket science. Take a look at ActiveCampaign's visual builder or even Mautic's (which is open source)

Capterra-loader

Strong customer engagement tool with traditional support tools as a bonus

Jul 13, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money

Pros: - Nice User Interface
- Easy integration with APIs and drop in scripts
- Seamless experience for customers across services, emails, chat, in app support and knowledge centre

Cons: - Lack of roadmap visibility
- Good at many things, not great at one thing.
- Lack of internationalisation support

Working at Walgreens pharmacy it was really easy simple

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Working as a pharmacy tech at Walgreens. We use intercom plus everyday to do our job! It's easy to teach oncoming future techs the system!

Cons: As a pharmacy technician with Walgreens. Intercom plus crashes a lot. Especially at random times. Gets frustrating if we are loaded and running behind.

We are able to keep up with our customers, and convert new users.

Jul 09, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: We love the ability to chat with all users currently on our site. This helps us walk new users through the process and help our conversion rate significantly.

Cons: A few years ago the pricing was way too high for us, but recently they lowered the price so it is more affordable for us now.

It's a very good software to track the customer retention and customer drop rate. Very much useful..

Jul 19, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The real time interaction option is very good. If properly used it can be very beneficial in getting the feedback on the go for the software. Tracking the customer drop off data is very good for analytics.

Cons: May be the UX needs a bit more enhancement as it is a bit complex to understand the usability. But it's not that big a drawback.

Overall: It has helped us track the drop rate . We have also got an insight on the most viewed pages which helped us on updating the same feature.

The best online business solution with the best customer support

Aug 01, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The Intercom team has always been extremely responsive, whenever we had a problem or a feature request. It's part of our daily flow, we use the software for messaging, customer support and as a help center.

Cons: I don't like how the test user space is hidden in the parameters. We didn't see it while developing until we discovered there was no way to update/delete the data we already put in. Had to contact support and lost a day or so.

Intercom is an amazing piece of software that we just couldn't run our business without!

Apr 10, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Everything, I love everything! Its such a powerful tool for our support, our knowledge base, profiling our clients, a smart CRM and more!

Cons: I just wish segments in the product would also save the columns I have open at the time , this would allow much more flexible reporting.

Capterra-loader

Great tool to speak with your customers

Nov 10, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: - Integration with great amount of services (Facebook, Email, etc)
- Easy to use
- Great design
- New features development
- Customer Support
- Stability

Cons: - Cost
- Some features are not developing right now (e.g. they are not going to support multilanguage for articles)

Capterra-loader

Excellent company and product allowing instant customer support via live chat

May 04, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy implementation, low cost, user friendly. Intercom's live chat tool was quickly enabled on our cloud-based SaaS client platform. It's ease of use allows customers to instantly interact with our support team and quickly address their needs. Has great reporting tools and great customer support.

Cons: Needs more options to set icon on user site to draw attention to live chat feature available. Pop-ups, icon scrolling, etc. would be a nice addition.

Overall: Excellent way to decrease time customers get answers to their needs. Reduction of case creation and elimination of language barrier from our Philippine-based staff.

We use this all the time for sales and marketing to engage with current customers and prospects.

Jul 24, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: I like that we can engage with prospects straight from the sight, and it's easy enough to use on your phone like text.

Cons: I haven't liked the new interface they released a couple of months ago. It's not as fluid as the old one. The old one was more appealing and easier to use.

The absolutely, single most terrible, customer service experience of my adult life.

May 19, 2017
1/5
Overall
1 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money

Pros: The product suite is incredible and would have integrated nicely into our organization. The suite of services, while a bit more expensive than the competition, are well worth the additional costs.

Cons: The miscellaneous representatives are useless. This is doubly maddening in that they know they are useless, they almost thrive on it. Imagine this, after two hours of being passed between three Intercom "Chat Pros", after requesting, at least five or six times, that they share my screen so that they can provide proper assistance, they finally tell me that they do not engage in screen-sharing. Well, that is two hours of my life that I will never get back. But it is just over 100 seats that they will not sell. Unless you lack serious self-respect, stay away from this company. There are too many other companies that will "Jump the Moon" the earn your business. post script, as I was reviewing their package of services, I didn't even bother with the trial. Instead, I threw down the company AMEX and bought the full suite of services. They had me. It was their complete disregard for a my initial request for support that lost me.

Overall: Nothing.

The best system to communicate with your customers

Nov 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It has many ways to use it and customize it, also having the capabilities that your API offers you can use it for practically any company whatever your needs.

Cons: Maybe the only thing I can say is that the price is somewhat high, since being based on the number of customers, is something delicate for startups that try to capture as many people as possible without worrying about amortizing them.

Overall: The communication system for you and your business

Great platform for Customer Service

Aug 17, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Nice interface for customers, Easy to communicate with customers. Nice to have the possibility to trigger events using other tools like Mixpanel. Easy to create automated messages.

Cons: Lack of information on whether an email can be sent once / twice etc. Not the most intuitive interface for the organisation side. Shame you can't exclude people who received a sequence of email without having to tag them (unless I am wrong)

Decent product but support is slow and not helpful.

Oct 05, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Easy to get started and customize data we send to them. Filtering within their UI is nice and helps our support team find customers quickly.

Cons: It is very costly for what it does. There are many other similar pieces of software for about the same price that can do more.

Intercom is pretty awesome. I just wish they hadn't changed their UI.

May 31, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The platform allows you to A/B test all kinds of messaging via a native app chat bubble or email series and helps you track user engagement in an extremely user-friendly manner.

Cons: Support time wasn't as fast as I liked and the new mandatory UI change was not welcome. Setting up strings (rules) isn't easy without a decent tech background.

Overall: User tracking bliss and segmented messaging depending on where a user is during the onboarding process.

Capterra-loader

Intercom has been a great way to bridge the gap to our customers.

Nov 27, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Being able to quickly and efficiently communicate with our customers is a big help.
Allowing customers to chat in even when we are offline is also a great way to always insure that their issue or concern will always be addressed.

Cons: I dislike that you have to purchase a separate installation for each website that you have if you want to customize the end-user experience to match the website they are currently on.

Capterra-loader

Perhaps the most useful software for user engagement.

Dec 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It packs serious power, allowing us to do comprehensive user engagement. It's UI is squeaky clean and all the buttons are where you'd expect them to be.

Cons: It does get more expensive as your business grows. You need to be prepared for that when you sign up.

The whole process of satisfaction of your customers in one place

Apr 17, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: "Very friendly software", that is what I thought about after looking deeply into this system. First of all, it is because of all these smileys and stuff like this available in the chat, that is the nice diversity in the boring process of discussing the problems. In addition to this, the number of possible integrations is very huge and that is cool to have an ability to combine this help desk for example with slack, a lot of companies use such services and that is why integrations like this are crucial.

Cons: From time to time I get the useless notification regarding some updates and information about tickets. I would like to be able to configure this point because sometimes I really need them while some other time it is just bothering me.

Capterra-loader

Intercom is simply outstanding

Dec 11, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We started using Intercom for the in-app chat. Pretty soon we started using it for everything else. Lead-nurturing mails, notifications, and even our customer behavior metrics are taken from Intercom now.

Cons: There's too many features in Intercom and many new features keep getting added. A dedicated account manager would be great to identify our requirements. We would save time exploring other products.

Best app for client support

Jul 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is so easy to use that we use it for our customers support and marketing communications ! It's better than mailchimp ;-)

Cons: Maybe the fact that it is a bit expensive, otherwise I don't have any con's about intercom ! It works for us very well

Capterra-loader

A good tool for customer success management, best for startups and mid level companies who have SaaS

Jul 31, 2018
4/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
1 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: customized tracking of user activities
user nurturing - you can design day1 to day 90 flow
Website audience management

Cons: the new UI worst - they had a good UI earlier
Support slowest in the world
Not much customizations in depth

Overall: customer success

Capterra-loader

Complete tool to take care of your customer support department

Jan 17, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Enable you to integrate it with other tools such as Salesforce.
Intercom native tools offer a complete solution - chatbot, educate for a knowledge base, engage for automatic messages and so on.

Cons: We still did not implement bots enough, so the "human" work is still big.
I miss more material to learn how to better engage our users on Intercom Educate. This would make the support process faster.

Intercom is one of the best applications I have ever used.

Jun 14, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The amount of things that this software can do is amazing. It integrates with your product so you can track custom data on your users. You can use it as a marketing tool by setting up auto messages. You can handle support requests and assign specific requests to your team. That is just scratching the surface as to what this product can do for you.

Cons: With this being a very complex application there are times where you may feel overwhelmed with its capabilities and not know how to use everything. Also, the set up is a pretty big project.

Capterra-loader

Intercom made interacting with thousands of users on our Web 2.0 platform seemless.

Jun 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I worked for a startup for about a year and our main communication platform with our customers was Intercom. On our dashboard you could see our different users from all around the world and send them messages or reply to a customer service request in seconds.

Cons: Intercom is such a robust platform, I wish there were more optional trainings on what all the platform is capable of. I found myself sticking to what I know, which was typically answering requests and sending messages - but I know there was more that the platform could offer.

It allows us to set up Customer Success management in a way it's puts us ahead of our competition.

Aug 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Large range of features, excellent segmenting your audience for targeted messages, the interface is non intrusive for our users, but still visible enough.

Cons: The HTML editor for emails is clunky and emails often end up in spamboxes, more HTML templates would definitely be helpful.

Overall: We managed to give our userbase incredible fast support which often is what makes prospect trust us more than competitors.

An Essential Tool for Running Your SaaS Business

Oct 30, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: We've been with Intercom since the very early days. We originally signed up for their beta when it was just a tracking tool to find out how many users you had in your app, now it's a full blown CRM with email marketing ability, real-time chat with customers, user segmenting, automatic messaging and so much more. It's essential for our business and we rely on it every hour of every day. Their customer service is also fantastic, as you would expect.

Pros: - Real-time chat with customers - Email marketing and segmenting which helps converts leads - Lowers churn because you can capture and engage users who are dropping off - Very easy to use, with a lovely user interface

Cons: - Can get a little expensive as your users grow - Price is plan is not fixed, so you have to manually remove old users (or visitors to your site) to keep your price plan down or it will rocket without you realizing

Positively delighted customer

Sep 14, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: The general navigation of the platform is hands down stupid silly perfect. Intercom really is a perfect product

Cons: The lack luster settings page usually gets me riled up. I've not had great luck navigating around settings

Control more of your data

Mar 30, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I love being able to segment users based on their engagement in our platform. Our onboarding completely changed once we picked up intercom. We started parsing out inactive customers and trying to re-engage them when they hadn't logged into our platform in over 10 days. We're also able to see those that are the most active and encourage them to help us with case studies and testimonials

Cons: I think it would be fantastic to introduce something in the way of AI chatbots into the platform to save me some extra time trying to get back to people.

Capterra-loader

Great chat for clients and company

Jul 27, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money

Pros: This is a great product that was easily integrated to our website for easy communication between prospects and our team. Whenever an inquiry comes in, the right person is able to respond. We were even able to integrate it to Slack that the whole team gets notified and we do not miss a prospect or client. Being able to see the city where the prospect is writing from is also extremely helpful, and allowing them to leave their email makes it very convenient to follow-up

Cons: We often have people coming in and asking very similar questions regarding functionality or pricing. Having automated responses for common questions would be very useful. For an easy chat, it is quite good but has limited features.

An excellent tool to support customer relations

Apr 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: This software is for marketing, which we can use both in the office and in mobile applications. The program allows us to effortlessly interact with our users through messages in the application and automatic emails, tracking our user inputs into our tool. The platform provided customers with the opportunity to ask us questions in the chat when we are out of touch, and this ensures that all their problems will always be solved. This is an excellent tool for managing communications and campaigns. I do not feel like I've used it 100%, and I think it's wonderful.

Cons: Crowded user interface. The program began to work more slowly and is not stable enough, as before. It is difficult to control all notifications. I would not refuse more detailed reports. Tickets for support are duplicated or sent to different teams and can not combine conversations.

Fantastic way to communicate and manage users and leads

Jun 16, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom is extremely well-designed and very powerful. It's the core of our user management strategy.

Cons: It's expensive and since it's so full-featured it can be complicated to use. It's also quite pricey.

Capterra-loader

Easy to set up, easy to maintain

May 08, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom gave us invaluable communication with both users and visitors. Setting up custom messages as well as reviewing user data changed our product drastically.

Cons: In my case as the admin, it would be great to have more specific control over user permissions. I basically can say, "admin: yes or no" which has not proven to be enough for the needs of my team

Easy setup, customers loves it

Jul 26, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: intercom design and how it works catches customers attention which adds trust and confidence to our website. our customer service team also loves using it because on how its easy to use and additional data intercom provides about the customer

Cons: we dont have man power to have 24/7 availability on our agent, intercom does not provide offline mode.

Capterra-loader

A must have for any online business!!

Jan 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very well designed tool and has everything to make your customer support stand out. You can easily connect with customers and convert leads.

Cons: The software is a little expensive. I really hope they come out with a better plan than the total number of users that are being tracked.

Overall: You can easily convert leads and provide excellent customer support for your software.

Used for live chat with visitors on our website.

Jan 18, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its easiness of use and the multiple features available for client qualification and retention. Rather than just being a messaging platform, Intercom keeps track of your visitors and through the right filters you can have a very solid conversion funnel.

Cons: Setting up specific pop-up messages for live chat depending on exclusions for certain pages on our site. The conditions available are not too flexible.

Overall: A great chatting platform that allows us to give superb live support and factual information for potential users.

A great modern chat solution that integrates with a wide variety of other solutions

Aug 05, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom makes your website and product look and feel like you care a lot about your prospects. One of the best features of the software is that a prospect can come to your site, chat with a representative, leave, come back the next day and continue that exact conversation. With how popular Intercom is becoming it is more and more common that prospects are already accustomed with how it works as well.

So far since switching over to Intercom we are bringing in a larger amount of leads which should be converting to more revenue for us this year.

Cons: The UI for admins and reps to chat with is initially not very intuitive and there are some very confusing naming conventions, but after that learning curve it feels very good to chat with.

Overall: So far so good. We'll be looking to add more users by the end of the year if leads keep their current trajectory.

Capterra-loader

Intercom brought all our sales need to the table.

Dec 06, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is basically more than an helpdesk software.It is a sales/marketing software . Allowing us to generate leads,and target users all from one dashboard. Intercom basically is a life saver for startups.

Cons: It is overly expensive per month. Most companies will rather subscribe to different products each doing parts what intercom does and still pay way less than monthly charge.

Overall: Intercom removes the need to run different software for help desk,customer support, sales and marketing lead generation.Just makes sense.