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

202 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

  • Action Management
  • Analytics
  • Customer Segmentation
  • Dashboard
  • Feedback Management
  • Knowledge Management
  • Multi-Channel Collection
  • Sentiment Analysis
  • Survey Management
  • Text Analysis
  • Trend Analysis
  • 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
  • A/B Testing
  • Auto-Responders
  • CAN SPAM Compliance
  • Customer Surveys
  • Drip Campaigns
  • Dynamic Content
  • Event Triggered Email
  • Image Library
  • Landing Pages/Web Forms
  • Mailing List Management
  • Mobile Optimized Emails
  • Reporting/Analytics
  • Subscribe/Unsubscribe
  • Template Management
  • WYSIWYG Email Editor
  • Agent Scheduling
  • Call Me Option
  • Co-Browsing
  • Geo Targeting
  • Knowledge Database
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Shortcut Messages
  • Transfers / Routing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Analytics / ROI Tracking
  • Campaign Segmentation
  • Channel Management
  • Drip Campaigns
  • Landing Pages / Web Forms
  • Lead Management
  • Lead Nurturing
  • Lead Scoring
  • Multivariate Testing
  • Search Marketing
  • Social Marketing
  • Website Visitor Tracking
  • Channel Attribution
  • Contextual Targeting
  • Coupons
  • Email Marketing
  • Engagement Monitoring
  • Location-Based Marketing
  • Push Notifications
  • Text Messaging
  • Text-to-Win
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

Intercom Reviews Recently Reviewed!


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
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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

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

Has really made us conversational with our customers

May 16, 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: 8.0/10 Not
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Pros: Really robust platform with amazing scalability. All of our interactions with the users are happening via Intercom and it has proved to be transformational on how easy our customers think it is to get to talk to us.

Cons: The new design is messy. However, with the new launch of apps and platformization of Intercom, I expect they have good reasons to do so.

Capterra-loader

A great customer management tool

May 15, 2018
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: When Intercom first came out, it felt like the missing piece to many web applications customer tracking. It was more useful for SaaS than most CRMs and a better customer support tool as well. Being able to track user activity in it also made it a nice dashboard to get insights on active/inactive users.

Cons: Cost is our biggest problem with Intercom. Since we started using it, it became more and more expensive. Upon just checking the pricing page now, it seems like prices have come down slightly since what I remember, but while it is a great tool, I do not feel that I can recommend it to every new app coming out because of price.

Simply the best!

May 15, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
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Pros: The best and most comprehensive software to automate your business functions in this fast-paced world. It provides the most value for money and is far superior compared to the competitors.

Cons: Some glitches are there in the internal side which restricts usage at times and also causes lead drop downs at times. These should be fixed.

Capterra-loader

Intercom is an absolute game changer in customer tracking and support.

May 10, 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 makes it easy to keep track of customers and potential customers. By fully integrating Intercom into our platform, we have increased productivity in helping our clients. The "Slipping Away" feature has been very helpful in staying on top of clients that may not be using our software as much as they should be. I also love sending gifs, which are integrated in the messenger, at the end of conversations. It really lightens the mood.

Cons: Intercom can be a little tricky to set up. To get it integrated, you'll need some knowledge of coding and where to place different snippets of code. Their support team is there to help, but if you have 0 knowledge of coding, it might be a bit of a learning curve.

Overall: Customer Tracking. Easier outreach. Tons of integrations. Staying organized internally.

Intercom has changed the way run our business

May 10, 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: We use all of their features and using them all together is what really makes using their software a positive experience.

Cons: One small con is the fact that their data can load slowly sometimes. This usually happens when we're looking to delete/archive data.

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.

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

Impressive and flexible software

May 08, 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: Filled to the brim with data of your clients - leads, current, lost ones, too. As a marketer, this is a useful way to see what people say about our business, at the same time analysing what segments and other variables we can use in order to curate our marketing campaigns.

Cons: There's way too much going on in setting up campaigns. I don't think I need to see EVERYTHING whenever I'm trying to create a campaign. Could be much simpler in terms of design.

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.

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
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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.

The perfect tool to provide awesome customer support.

Apr 29, 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 is a great tool for customer support. It has lots of valuable features, such as the ability to embed help articles, leave notes for teammates, allow the users to leave a review, collect customer details, etc.

Cons: Don't have any specific complaints yet. I was a bit lost when using it for the first time, but once you figure out how things work, it becomes easy and intuitive.

Overall: Streamlined customer service

Great customer interaction software

Apr 25, 2018
5/5
Overall
4 / 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: - Plain and easy to use design
- Has most of the features that are needed for any industry
- Provides multiple platform options which helps to integrate in all platforms of any products

Cons: - Pricing is not freemium, so we need to pay at the day 1. There is no options to try out the feature before using the app.

Intercom is great to use and a standard way to handle the Customer support.

Apr 23, 2018
4/5
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: - Very intuitive design, Easy to use
- Have lots of features
- Helps the startup to easily handle customers from all the channels

Cons: - Price seems bit high for the feature sets
- There are no much freemium features, so we can try all the features before paying

One of the best ways to communicate with customers

Apr 22, 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: Great options for communicate with users in-app, excellent ability to create auto-messages based on rules and filters

Cons: Sometimes UI can be a bit confusing, doesn't refresh automatically to display new messages 100% of the time

Capterra-loader

Excellent set of apps for better understanding user experience and how to reach them.

Apr 20, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: Highly customizable and full of details. Recent UI overhaul has made seeing and using the information much easier and intuitive.

Cons: Most of the shortcomings I experiences were in UI, but those have recently been remedied. One aspect that I don't like is not every feature is self explanatory, and given how much information it is handling, an errant click can result in timely load for an unwanted action.

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.

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.

Super complete app for customer success

Apr 16, 2018
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Lots of features and good back office where you can set up filters to get potential clients, track a user's info and much more

Cons: It can be pricey if you begin to add features and features. However if you are able to take advantage of them all you'll get a good ROI on it

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.

conversational sales and marketing

Apr 11, 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 as our help desk and love the live chat aspect. it helps us streamline our sales and marketing directly into production.

Cons: i wish they had capabilities that helped bring customers from mid to bottom funnel. their top of funnel capabilities are great

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.

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.

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

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.

Very useful tool and makes client engagement easy

Apr 06, 2018
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I can easily chat with clients to answers the quick questions and concerns before they turn into big, frustration situations.

Cons: The support team never takes less than 2 hours to get back to me, and a lot of functionality has to be paid for to take full advantage of the Intercom's full capabilities.

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.

A great way to connect with your customers

Apr 04, 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: 9.0/10 Not
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Pros: Intercom is easy to use, even if you need to do some complex things it not a problem for it. It is more like all in one and you can get all the features you desire in one service. We currently use Intercom across a series of teams. I want to admit that we use it in all departments; our marketing team uses it for mass emailing current clients; also, our customer team used it for engagement tracking and our support team uses it for a live chat and to create tickets and control their execution.

Cons: Mobile support is not stellar and missing a few important features that the desktop suite offers. In addition, it has a few minor bugs, but nothing critical. Not recommended the free version, it is much simpler.

Powerful chat system to interact with your user/customers.

Apr 03, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Intercom can deliver an all-in-one tool set for customer communication in one platform. No need for various solutions and providers, that makes managing customer interaction easy. So it's definitely a good product.

Cons: Price is too high and too feature complex for small business. Chat is well done, but nothing earth shattering.

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
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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.

My advice is to try it

Mar 29, 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: Excellent integration with different services. It's easy to combine all communication channels in one place. Good video guides, they helped me to quickly understand the work of the service. There is a possibility of integration with my Google calendar. The interface is easy for beginners. Just great features for filtering and segmenting users. In addition, excellent support, the guys quickly contacted me. The support team is well versed in its product.

Cons: I would like to see more opportunities for reporting. Personally, I do not always have enough ready-made reports. In the rest, INTERCOM is great service.

Greatly increased interaction with potential customers, easy to automate and analyze

Mar 28, 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: 8.0/10 Not
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Pros: The freedom intercom gives you in creating mass campaigns, automated knowledge bases and exports of data to be analyzed extensively allowed us to much improve and increase interactions with potential clients

Cons: Intercom does not yet offer enough flexibility in managing multiple identities from one account which would have made some things for us easier

Capterra-loader

Lots of features, bit of a learning curve

Mar 27, 2018
5/5
Overall
3 / 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: The automation you can do for the operator is pretty sweet. Lots of conditional triggers you can use to target different users. The live chat is nice and does not slow down the website.

Lots of different integrations means you can capture lead information from various sources and targe them appropriately.

Has a robust API great for developers to extend. Currently writing a WordPress plugin that extends the API and I am finding it to have fairly good documentation.

Cons: You cannot change the icon on the operator. Does not integrate with Xero or Freshbooks. Bit of a learning curve

Complex business solution that you should invest your time in

Mar 27, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: The analytics metrics can help you build powerful customized messages. Intuitive interface, good knowledge base.

Cons: The fact that it is built like a messaging app, even if someone is not available on the other end. It could improve the user experience if it helped with setting the users' expectations upfront. On the other hand, you can set your own automatic replies taking that in consideration.

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.

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.

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.

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)

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.

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.

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.

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 was decent

Mar 11, 2018
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Intercom chat functionality was good. Pretty simple to use and a fairly intuitive user interface to use.

Cons: Didn't like the lack of functionality. This is a bare bones chat app and is targeted for SMB. Not sure how much they cost

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.

A simple to way keep in touch with clients

Mar 08, 2018
4/5
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: The Intercom platform is best for live chat customer support and setting up customer engagement campaigns.

Cons: The Educate product for setting up a help desk is rigid and doesn't support multiple languages so Intercom for us was not a one-stop-shop that we hoped it would be.

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.

Incredibly simple and powerful!

Mar 07, 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: Intercom saved us a lot of time, integrates nice with a lot of external apps and report incredible metrics that allow improving customer engagement and reducing churn.

Overall: Save hours of development, more customers, more active users.
The learning phase that may require a few days since a lot of features and options are available. However, almost all are nicely explained.

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.

Slightly Expensive but Great Software

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

Pros: Intercom is a great platform for customer support and general analytics. We installed it as a part of 2 week trial and were instantly hooked. The automation that they offer is great and it's simple to use.

Cons: It's a bit pricy for the features and there are cost effective competitors. However their level of polish more than makes it up.

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.

Capterra-loader

Great App for Website Chat !

Feb 24, 2018
4/5
Overall
4 / 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: Like the pictures, and remembering the last conversation. I always noticed when a company is using Intercom as it makes for a much better experience. I also like the email follow up after the chat or when there is no response.

Cons: Can be hard to integrate into all your tools depending on what you are using. However, if you are looking for a great chat app (and that is your main / only use) I have no complaints.

Overall: Great app for your website chat with all the features you need!

Industry leading chat software for support and sales

Feb 22, 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: We use it for support + faq and sales support. It's easy to use as a basic chat app with customer info on the same screen. Allows storage of custom data and automated messages via chat and email.

Cons: Drift is becoming very competitive in the Sales and Marketing use case for chat software. In some use cases, they are playing catchup to even newer players.

Overall: Realtime way to talk to customers as well as a help desk and automated messaging.

Awesome customer support tool

Feb 20, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I have used intercom in few off my apps as customer support, and can say that it was really good experience.

Cons: Did find that few time my app crashed due to intercom issue but it was really some use-cases that are hard to reproduce.

Love this app. Essential to our customer support operations.

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
1 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Hones in on the most important parts of our customer service operations
Chat is the most helpful.
Email marketing has the ability to go as deep as you need it to in terms of customer segmentation.

Cons: In order to get the most out of the service, you need ha highly technical staff
You need to keep up with all automated comms in order for messaging to not get out of date.

Overall: The ability to form and manage personal relationships with dozens (hundreds?) of customers is unrivaled to other products that I've used.

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.

Intercom brought all our sales need to the table.

Feb 15, 2018
5/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: So far it has worked for me without inconveniences. Intercom is an easy solution to adopt and execute. It provides an easy way to add a chat, a support ticket and send notifications / messages to customers.

Cons: We use Respond, and the only complaint we have with Intercom is that we can not use different messages per page for our website. Having a small limited number of messages, instead would make all customers happy in the long term, that would be my suggestion about it.

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.

Capterra-loader

I'm a developer and Intercom makes customer support a breeze

Feb 15, 2018
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: I'm definitely not a power user, but I'm on a weekly duty of customer support via Intercom. I like simple workflows, ability to hand-off conversations, the all-in-one-view and internal comments.

Cons: If you haven't spent a lot of time using Intercom sometimes it's hard to find all the necessary information. Mobile notifications are quite flaky.

I use Intercom every day at work to interact with our customers quickly and efficiently.

Feb 14, 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 find Intercom extremely easy to use and it has helped our company so much over the past month. We have it directly on our software so that our customers can message us whenever they are come across a problem or have a question. Implementing Intercom has decreased our number of phone calls and emails while also helping us get in contact with our customers faster than ever!

Cons: It would be nice if I could add attachments to my saved replies as this could save me from doing another step.

Overall: The benefits of Intercom are that it is very user friendly and helps us interact with our customers more efficiently!

Amazing! Once you start using intercom, you can't go back.

Feb 14, 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: Our customers love it. I work for a software company and we have recently implemented it on our software. It allows us to provide quick customer service and is reducing the amount of phone calls and emails we're receiving (which is a MAJOR win) It's easy to use, is really well known (everyone knows the little symbol on the bottom right corner) and is super effective! Also - LOVE the ability to send GIFs.

Cons: I wish settings were easier to play around with - ex. setting up push notifications, etc. Other than that, so far so good!

Overall: Amazing customer service for our customers =)

Best chat platform outhere for saas

Feb 14, 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: It's got a lot of integration, love the integration, especially with slack. It's very simple to use once you start using it.

Cons: The zapier integration seems very limited. I wish I could trigger when an automated email is sent. This drives me crazy that I cant'

Overall: Makes chatting easy for small businesses.

Capterra-loader

An impressive tool

Feb 09, 2018
5/5
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: I love the simplicity of Intercom. It is notably easy to use and manage. Our team that use it the most reports the engagement is really good. I had little experience with alternatives but Intercom seems to be better as far as I checked.

Cons: It slows down our products, given the huge amount of JavaScript. You know, it may be worth it but a more perfomant product would be lovely. Also, I know there are more feature-rich alternatives (but nonetheless it did not affected us AFAIK).

Overall: It is funny, the engagement increase we got in WeDeploy was great. And I find myself engaging with other products that use it too! I really recommend it.

Intercom is pretty simple and straightforward

Feb 09, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is a very easy tool to use. Perfect for tracking sales, marketing and customer support. I love the way it allows to filter clients and segment them.

Cons: I highly recommend it. Maybe the price scheme could be simpler, but ultimately a great product.

Overall: This tool has allowed us to boost our sales and track marketing campaigns in an easy and friendly way.

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.

We have really enjoyed our intercom experience so far!

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: I love the design and how easy it is to use. Our developers also found it very easy to implement into our software.

Cons: There are no real cons I can think of, however, I would love to see more customization available for the chat boxes.

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.

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.

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.

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

Excellent Chat Platform for Success Teams

Jan 16, 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: 10.0/10 Not
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Pros: It can be used by sales and support teams, and it has a one-click integration with Github and a similar integration with Salesforce.

Cons: I wish the help center/educate section was more robust and better organized, or more customizable - that said, it is a new feature.

Overall: Intercom manages all of our company's inbound chats and parses the chats into the proper bucket for the right team to manage. The sorting AI is very good and saves us time, helps us help customers and leads much more quickly.

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!

Great support and marketing tool

Jan 12, 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: 9.0/10 Not
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Pros: Dashboard is intuitive. You can grasp your users. So many services has integrations with Intercom. That means you can filter and segment your users with external data.

Cons: It's a bit expensive for small businesses or bootstrapping startups and it's getting more expensive.

Overall: Better knowing our users.

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.

Intercom helps our team keep a fluent conversation with our customers through chat or email.

Jan 11, 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's best feature is when customers leave the chat we are able to follow up with them via email since they add their email address to their bio to get reached out in case they have to suddenly leave the chat. It's great since Intercom is basically functioning as a chat and email tool.

Cons: Our team has noticed that whenever there are a lot of chats appearing in the queue, the tool becomes kind of slow.

Overall: Our customer support is a lot more personalized thanks to Intercom!

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.

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.

Excellent chat service

Jan 10, 2018
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's easy-to-use for individuals and teams to increase customer engagement and efficiency of customer service through Intercom's web chat platform.

Cons: We use Intercom's integration so the information of leads and customers would be sent to our CRM, it worked perfectly at the beginning, now not every every or customer's info is sent to our CRM.

Overall: Resources saved and allocated to more important tasks, customer engagement increased, sales process accelerated.

Not Very Intuitive

Jan 09, 2018
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The power of this tool is incredible! You really have the ability to target messages to specific audiences.

Cons: There is a sharp learning curve and it isn't very intuitive. Sometimes the site quits out on you too, for example I can't click on a tag then see the people who have it. The site just stops working when I do that! Hopefully it's just a king they're working out but having broken elements is a real downer.

Also, considering there chat is largely used to help people with customer support, their customer support is pretty bad! They sometimes take hours to respond and will just leave in the middle of conversations.

Overall: Reaching out to prospects who would otherwise go cold. Improved conversion rates.

Intercom delivers a great user experience for both sides

Dec 12, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Intercom integrates seamlessly with our own internal tools, so that we can immediately act when a support message comes in
It personalizes the experience for the user seeking support
It allows you to keep overview by assigning or unassigning incoming messages

Overall: It makes customer support incredibly easy

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.

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.

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"

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.

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

Great resource for sending in-app messaging to software users. Also great for sending genera emails.

Nov 22, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Pros: It's so easy to use. That's definitely the best part about it. There is a lot of functionality in terms of what the actual message looks like to users. It's great that they can chat you back as well.

Cons: There isn't much to dislike but it would be nice if there was an integration with salesforce so you can better manage the messaging.

A good application for support

Nov 16, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: You can manage a lot of conversations with customers and using the API, you can take information about the customers from your application and more information given by intercom.

Cons: At the begining, is not very easy tu use this program, but it is because there are a lot of options to use.

Overall: A very complete way to give support to costumers

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.

Intercom's Respond platform keeps our customer service top notch

Nov 10, 2017
4/5
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: I love that it doubles as a real time chat and help ticking platform for our off-hours. Before Intercom, we were using one real time chat platform and one separate help ticketing platform for after hours, and it definitely made things more complicated. I also love that we can integrate with the two other products - Educate and Engage. We weren't quite ready to do so at implementation, but it is nice to have the option. Overall, this is a great product, and I highly recommend it over other help ticketing platforms I've used in the past.

Cons: The reporting leaves something to be desired. It is super top level and hard to drill down. I also don't love their pricing model since they charge by number of active users (which includes any user that has ever chatted in).

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

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.

Capterra-loader

Very useful product, a must for SaaS

Nov 09, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Very easy to integrate in web apps and mobile apps. It gives you control on your system and offers valuable feedback from the users.

Cons: Cannot add custom fields and fill them manually, you have to use their API. A bit expensive. Cannot configure the pages to show information as you like.

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

More then we wanted to spend on live chat but well worth it.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy to use. Allows sales and support to interact with clients on a very personal level. Has decreased the number of support calls by 75%. Our customer prefer intercom support to phone support which is great because we can serve one to many on intercom.

Cons: It is on the pricey side of live chat software. Some of our older clients that are less tech-savvy struggle with it using intercom but that isn't deal breaker.

Nice app!

Nov 07, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Pros: 1. I like the design of the application overall.
2. The features are cool and there's a good variety.

Cons: I get overwhelmed going into the app. There's not a lot of hierarchy in elements. My eyes go all over the place. It is hard to find things.

Customer support and engagement product that is made to be easy.

Nov 07, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support

Pros: Intercom is simple to use. You almost don't need to be trained on it. It looks a lot like gmail within the product so that help users become familiar quickly.

Cons: I wish that you had more customization to what the buttons looked like. I also wish it had a better data tracking aspect to it.

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.

Okay - but lacking the functionality I need

Oct 13, 2017
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money

Pros: Lots of tutorials, templates and suggestions on how to use the platform. Great customer service. Intuitive platform that makes it easy to jump back and forth between tasks.

Cons: Not great for auto-responses and scripts within chat - it's not saving us any man-power because we can't automate that much.

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!

Best Customer Communicator

Oct 07, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: Its a one-stop solution for all your customer engagement needs either you want to chat with a customer, keep engaging or talk to him instantly, this is the best one to go with.

Cons: Lack of customisation is a major problem, where we have to write coding for anything. However, not all business needs such quite complex solutions are needed.