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

526 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 the complete growth platform for marketing, sales, and support. Our products and platform help businesses grow faster through better customer relationships. The worlds most successful companies, like Atlassian, Shopify, and New Relic use Intercom to drive growth through chat, bots, and personalized customer communications.


Intercom Features

  • 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
  • Subscriber Management
  • Template Management
  • WYSIWYG Email Editor
  • Alerts / Escalation
  • Appointment Management
  • Call Center Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management
  • Contact Discovery
  • Contact Import/Export
  • Lead Capture
  • Lead Database Integration
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Visitor Identification
  • Canned Responses
  • Customizable Branding
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking
  • A/B Testing
  • Analytics/ROI Tracking
  • Customizable CTAs
  • Drip Campaigns
  • Dynamic Content
  • Landing Pages/Web Forms
  • Lead Scoring
  • Sales Intelligence
  • Search Marketing
  • Segmentation
  • Social Marketing
  • Website Visitor Tracking

Intercom Reviews Recently Reviewed!


Lots of Features but Frustrating When Messages Get Lost

Jan 26, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Cons: Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating.

It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

Overall: Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments.

We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom.

You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Small SAS Use

Nov 26, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Cons: Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Overall: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.

We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.

I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Capterra loader

Easy-to-use tool with great features to make supporting customers a breeze!

Nov 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons: The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

Overall: We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Capterra loader

I'm so glad we switched to Intercom!

Nov 20, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's a tool that gives you what you need and it does it well.

They are ahead of the game in all ways.

It makes customer success seamless and proactive.

It's a multi-tool.

It's changed the way people perceive customer support because it makes it fast, effective and fun.

They write their own books (Awesome!) and they host seminars to help use the tools better.

Cons: They take a while to release new features, this is no surprise as companies will need different things.

It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users.

They can take a while to respond to support inquiries.

They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out

Overall: It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.

They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!

Capterra loader

A very simplistic tool to connect with your users.

Aug 29, 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: 8.0/10 Not
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Pros: - The interface is very straightforward, You get messages from users and you reply.

- It allows you to snooze messages so you can focus on messages that are your priority.

-There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.

Cons: -While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing.

-There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team.

-There should be an option to delete messages in bulk.

Overall: Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful.

Vendor Response

by Intercom on August 31, 2018

Thanks for taking the time to leave a review Carlos. It's much appreciated. Just wanted to double-check - it's the ability to close conversations in bulk that you would require. Or do you mean delete conversations to they don't show up in your metrics?

Capterra loader

Intercom has done well for our customer support activity.

Nov 04, 2018
5/5
Overall

4 / 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: I find Intercom aesthetically pleasing,and that makes it intuitive and easy to use by myself and all of my colleagues at Iroko tv. Its knowledge base feature has enabled myself and my colleagues at the Sales department to build large repository's of responses to the most asked questions by customers,thus allowing our customers and web visitors find answers to questions ,without necessarily reaching out to a support agent.

I like how I am able to add fun into my conversations with customers by making use of emoticons and other expression icons : this is very important in situations where the customer or web visitor is very angry.

Cons: We have at times gotten complaints from web visitors that they sent messages to us ,while we were offline and these messages were never sent through.This happens once in a while and we have never been able to ascertain if it is a technical error on the part of Intercom or poor internet connection on the part of the web visitor.

Overall: Intercom provides my organization with a medium via which customers and website visitors can reach out for support on real time,at any time of the day and at no financial cost to the customer.

Vendor Response

by Intercom on December 05, 2018

Thanks for the review! Glad to hear Articles is providing value for your team and creating a better self-service experience for your customers!

Intrm fr rlbl nntn btwn th sllr nd th ustmr

Feb 13, 2019
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: W must s tht Intrm n rll bst f thr mns fr mmuntng wth vstrs: th r vrd nd qull slzd nd s t th sm tm. In ddtn t ths mns, Intrm rvds us wth tls fr nlzng ustmr ntrtn wth wbst r srv. Fr xml, w n us ths dt t sgmnt th dtbs f -ml subsrbrs. Brdl skng, Intrm fuss n suh n st s rsnlzng th mmuntn btwn th sllr nd th ustmr. W lk tht ths srv svs th mssg hstr wth n ustmr, nd du t ths, t s s t ntnu th nvrstn frm th mmnt whr t std t th rvus mmuntn sssn.

Cons: T b hnst, t s humn ntur t gt mr thn th hv. And w thnk Intrm s suh s. W mn tht vn thugh Intrm's funtnng s bnd th rss, thr s flng t gt mr nd mr dvnd funtnlt bus th urrnt n dsn't sm t b th nl lmt fr th vndr, nml thr sk f rtunts. Fr nstn, w wuld lk t hv bttr ntgrtn blts. Bsds, t wuld b bttr t hv mr surt nd mrvmnts bng md un th srv's mrktng funtns.

Great tool for conversations - not for tracking

Nov 09, 2018
4/5
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: This software is easy to use and navigate. The support has been quick to respond and very helpful. They utilize all the tools and resources available to you and really embrace their own technology.

Intercom has helped to create more of a conversational-based outlook for our success team.

Cons: This software's statistic-tracking is severely lacking. I'd give this a 0 for any crucial numbers you are looking for, time to resolution (you can't track ongoing conversations), tags are conversation based and pull the entire thread, not the moment the tag happened, and countless others. You will spend more time compiling your stats if you use Intercom's system and need to track valid numbers.

Overall: Overall, this platform would be amazing if the stats were figured out. Right now, it's a solid 8 even without tracking features. It's a keeper, but not once the team reaches over 100 and you really need to track solid numbers.

Vendor Response

by Intercom on December 05, 2018

Andre, appreciate your review and feedback! We're continuing to invest in our reporting and have a dedicated eng team focused on improving this so will pass along your feedback and you should see improvements start to ship in the coming months!

Intercom Review

Nov 09, 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: This software is easy to use and the customer support is very friendly and will help walk through how to solve for an issue end to end - even if there is no developed solution, which can be difficult.

I really like the "note" functionality.

Cons: Images in emails sometimes (and often) all turn into attachments. It becomes a pain to click through every image when a customer of ours sends in a screenshot when they have thumbnails in their email signature. It would be great if pictures came through a bit more naturally as it would via email.

I've also sent in a bit of feedback here and there on how to improve reporting capabilities. It would be nice if adding people to conversations worked a bit better for our need being able to tie in our account team (they are not "agents") would be helpful rather than typing their whole email.

Reporting on our reply time within our office hours would be huge as well (i.e. if we get a message at 5:01 and we leave on a Friday it won't knock us the entire weekend).

Overall: This experience has been very positive. The value we gain by using intercom helps us as a team to stay organized and on top of everything as we are a highly collaborative office. Not sure what all is in the pipeline for development. I've made a few request and not sure where those stand or really even where to go review those. I understand with ongoing development it's hard to give dates but some type of "under review" or "denied" status would be helpful.

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 software!

Nov 14, 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 super fast to set up and integrate. We rolled it out on 2 custom platforms and a wordpress site without issue.

Their support team is amazing and responsive to user feedback. (I use their conversations with me as an example to our support team sometimes)

Love their introduction methods for new and beta features.

The integration of each IC product with our custom software cut an incredible amount of time out of our workflow.

Cons: The reporting is probably the least prolific part of the software.

When using messages to email customers or sales leads, as of 11/14/2018 there isn't an option to check for duplicate emails while sending messages out if your user/lead records have UUIDs imported from custom software. The only lack of feature that I felt was big enough to bring up in a review as the team is generally very receptive to our input.

Overall: Amazing.

Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid.

Intercom - Bringing all your communication on a single page

Feb 21, 2019
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: We have set up intercom to be active on more than 40 of our product websites. The best thing is that we do not have to be on separate places to respond to chats from customers/potential customers. Every chat/communication comes directly to the intercom main page from where we can see the link the customer is viewing right now, their location and country. The software also has options to automatically assign chats to different people. We can define rules such as rule according to geographical location of customer. That makes it easy for our globally located teams to address customer requests from customers in their areas only.

Cons: The pricing is a bit aggressive. It costs per seat. The pricing has been revised recently in 2019. Before that the pricing was slightly better.

Overall: Overall experience has been great and we would love to recommend intercom to any person new to similar products. This is highly useful for small businesses and startups.

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
Likelihood to Recommend: 10.0/10 Not
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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.

Good value for money for a medium-sized company

Nov 12, 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: 8.0/10 Not
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Pros: - Plug & play : Intercom is really easy to set-up

- User friendly : Intercom is has a nice UI and is very intuitive. There's no need to spend hours in training each time we have a new recruit in our team.

- Always moving forward : I used to use Intercom in my last company in 2016 and I started using it again in 2018 and I was very glad to see they have added several new features (Operator and the newest Answer bot)

Cons: - Reports : their reports are very poor and some of their statistics are not very reliable (for instance the conversations participated in in the "summary" section for a team and in the "performance" section is not the same! For a data-driven company like ours, this is very frustrating.

Overall: I used it in a early stage startup and it was a game changer. Now that I am in a bigger company, I feel that it has several limits and their support features aren't very advanced.

Capterra loader

Looks great on your website, but difficult to manage

Nov 14, 2018
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I really love how you can customize the chat widget as it appears on your website. I also love the ability to create "teams" to assign certain types of inquiries or conversations to. This helps manage who gets notified of a conversation, so that people only see the conversations they need to be a part of. If you need to bring in another team member, you can tag them using common symbols like "@JohnDoe." Plus, you can keep a cheerful, personable tone by using emoticons and gifs inside of chats.

The best feature of all is the ability to have a public-facing chat widget (on our public site), and a client-facing chat widget (for our clients to use when logged in). This allows us to track prospects or clients and all of their activity so that we can quickly help them with the page they're on, see past conversation histories, or jump into our CRM profile for them immediately.

Cons: Intercom has a very clunky internal site that makes it difficult to manage settings and respond to chats quickly. Even worse, there seems to be a 15-45 second delay from when a chat is submitted on your site to when it pops up in a browser notification or phone notification. That may seem a short amount of time, but feels like an eternity to someone looking for a quick answer to their question. It makes our response time appear delayed.

Overall: Intercom has allowed us to strengthen communication with our prospects and clients in a user-friendly way for them. They can get quick answers to their questions and feel enabled with little effort.

A Patchwork Of Valuable Tools

Oct 03, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Intercom's initial purpose was to support on-site chat. They do this exceptionally well. They've branched from there into other things in the customer engagement and marketing automation worlds, and do most of what they offer very well. All their tools are also well designed and mostly intuitive which is a big plus for me. They've also recently launched support articles paired with an on-site chatbot that I haven't used. But if it works as well as their marketing claims, could be really cool.

Cons: Being that most of their tools were things they initially added on to their core offering, sometimes feel like a patchwork. They would say that they're good at marketing email automation and blasts, but they're not REALLY built for that, at least compared to other tools they're competing against. They have a pretty standard set of list segmenting tools, which unfortunately always leave me wishing they could do more. It also falls short as a CRM, but they probably wouldn't claim to be that.

Overall: Built out automations for email & on site communications. Engaged with customers and leads real time online.

Vendor Response

by Intercom on October 05, 2018

Really thoughtful review - thanks for sharing. Appreciate the feedback on email automation, segmentation and CRM.

Capterra loader

Intercom should aim for perfection.

Aug 20, 2018
4/5
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 love that Intercom offers my organization more possibilities beyond acting as a medium to offer support to customers(helpdesk), it also serves as a marketing tool.It is accessible both as a web and mobile based app and offers a good experience to web visitors on every smart device.

With Intercom, we have been able to segment our users ,which makes it easy to focus on users who are more likely to make a purchase from us. Also Intercom has a large integration capability with multiple softwares.

Cons: Intercom just doesn't offer the full deal either as a livechat solution or a marketing tool.Therefore we still have a primary marketing tool despite the marketing features present on Intercom.

Overall: Intercom makes it easier to develope a relationship with our users,while also able to get feedback from them in real time and address their complaints and queries as fast as possible.Thus we have been able to engage more with our customers thereby improving their loyalty and keeping them hooked to our products and services.

Terrific product and exemplary customer service

Nov 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is intuitive and easy to use, it has a great-looking interface, it is constantly evolving and introducing new features to improve user experience, and the customer service is fantastic. I have been using it for almost two years now and it has been a great tool for communicating with our users and providing remarkable service.

Cons: No support for right-to-left writing directions, no support for replying to a specific message (like on WhatsApp).

Overall: My overall experience with Intercom has been outstanding. Intercom is embedded in our software so users can contact us anytime via chat. This has helped us reduce the number of incoming (and outgoing) phone calls and provide faster, more efficient service that is also personal. It is also a great way to communicate product updates and important notifications to all our customers. Intercom has made it so much easier for us to solve problems for our customers, and whenever we encounter any problems or questions - the Intercom staff is quick to reply, always kindly and professionally, and offer a solution.

Intercom will always in one of the choices if you are looking for a customer nurturing platform.

Aug 29, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Intercom with its easy to use interface and powerful features is easily one the of the best tools for customer nurturing. It has set a new standard for all the software makers in terms of functionality and also marketing. Intercom offers great integrations but sometimes it gets a little overwhelming with a lot of features. They are always in touch with their customers updating them about the releases and new features which are being updated very frequently. Intercom is a great product and I believe that when choosing a customer nurturing platform, Intercom has to be a choice.

Cons: Intercom is great if but it gets costly as you keep adding users. If there is no proper integration with the product, all the data will be garbage and it would not be very useful. Since there are a lot of features that get added very often, sometime it becomes a little confusing as to what the tool actually is capable of.

Best tool in the market for Online Chat support

Jan 08, 2019
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 have around 700 customers who use our product on regular basis ,earlier they use to send us email and then we would respond to them which was time consuming . Later on we moved to intercom and now as and when we receive any query from customer our customer success team response time has reduced to lest then 1 minute.

We have also integrated intercom with zendesk so that if there is technical issue automatically ticket is created in zendesk for technical team .

Last but not the least the automated email / message functionality and reports provided by intercom are just awesome , we can measure the performace of each chat support agents .

Cons: if chat has more then 300-400 lines then time taken to load on mobile app increases

Capterra loader

Great for keeping everything centralised

Nov 09, 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: 7.0/10 Not
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Pros: We love that all messages that come in from site visitors and users of our software come in to one central place with Intercom, ensuring we never miss a message. We can also report on our average response time per user, snooze tickets if it's something we need to come back to, but don't want in our queue, and assign messages to other people's queues if it relates to them.

Cons: I find the search functionality is a bit limited, and can sometimes find it difficult to search for specific conversations with users within companies.

Overall: It's been great, and the support team and quick to respond to any queries we have :-)

Vendor Response

by Intercom on December 05, 2018

So glad to hear Intercom has become your central place for all conversations with your website visitors and customers! Appreciate your feedback re: our search and will pass that along to our team.

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.

Capterra loader

Awesome tool for customer success

Nov 09, 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: Intercom is essential for my work as a customer success manager. We integrate intercom in our app and on our web and it brings us so much closer to the end user and their needs. Intercom has helped us understand customer service quality and efficacy with metrics and connectivity.

Cons: My concern is that Intercom has shown to focus a lot more on leads and customer acquisition rather than customer service and success, I would like to see more features on customer retention since this is what we are using the service for to begin with.

Overall: I love the easy of use and the real impact Intercom has made for our service and our customers satisfaction.

Vendor Response

by Intercom on December 05, 2018

So happy to hear that Intercom is adding so much value to your team, Arvid! While customer acquisition will continue to be a focus for us, you will see a lot more being shipped around support and retention as well in the coming months! We've grown our engineering team a ton in the past year to ensure we can ship across all of our products and use cases we serve.

Capterra loader

You may want to replace traditional ticketing system with Intercom if you're SaaS

Mar 12, 2019
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: - Integration with website & SaaS product;

- Great (simple & powerful) built-in knowledge base with automatic chat bot;

- Insightful pre-built reports for Inbox and Articles product;

- Synergy between chat, platform, inbox, articles and messages modules of the product - it allows enabling functions as you need those.

Cons: - Unlike all other parts of the system, the UX of renewing the cancelled subscription is far from great: you'd need to purchase "new" subscription and go through the wizard once again instead of just hitting "Renew".

- The Contact profile, especially section with Custom Fields, does not accommodate all the data.

Overall: Despite minor UX issues, overall Intercom is a great product with plethora of useful functions, that are also available starting from the beginning plan (Essentials) and improve as you upgrade your subscription.

The new automation tools (Custom bots) are absolutely amazing for a heavily-loaded customer support teams.

Invaluable support and sales tool for growing companies

Nov 19, 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: - Makes cross-team collaboration on issues very easy

- Easily add and remove users; highly compatible with a fast growing company

- Enough features for a startup or growing business to have a powerful support infrastructure without paying enterprise prices

Cons: - Functionality starts to strain at a certain point; it is a chat tool that works really well and can send emails but if you have call center infrastructure then your systems won't integrate very seamlessly

- Their bots aren't very smart, just launched so lots of room for improvement

- Support is generally good but takes a little while to get answers depending on time of day etc.

Overall: Handling inbound support requests, engaging with existing clients, upselling products to existing clients

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.

Capterra loader

Great product to use!!

Nov 11, 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: The automation features reducing the effort of agents is definitely a +1 about this software.

The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid.

This is definitely one of the great products I have come across. There are many other such software trying to replicate the same but Intercom is very far ahead in the race

Cons: The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom.

One such feature is when messages are automatically triggered based on certain rules and they all create different chat heads in the customer interface.

Overall: We are using intercom for improving health care of our blue-collared service providers. We use it as a customer chat platform and regulating engagement over the customer app.

And Intercom is one really great tool to be used!

A great, all-inclusive app for our SaaS app

Jan 15, 2019
5/5
Overall

4 / 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: We primarily use Intercom for live chat, pop-up chats, and help documentation. We've also connected email and Facebook Messenger. I use this all day every day for customer support. Bonus, I can send a one-off reply on my Apple Watch to a live chat!

Cons: Other than it being quite expensive, the only two gripes I have are not being able to send a one-off email to someone not already in our system, and not being able to see images in emails. And being in the photography industry it makes this quite inconvenient!

Overall: This is a you-get-what-you-pay-for industry (chat software), and you can get a lot with Intercom. But man, it's expensive especially for a smaller company. We've honestly tried a lot of customer support software and even after trying other software while paying for Intercom, we've stuck with Intercom because of all the features. Their customer support hasn't been extremely memorable, but I have not had any concerns or issues.

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Feb 20, 2019
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: Whn usr snds rqust t th mn thrugh Intrm, th ltfrm rsss th mssg nd snds t t th ml wh n rsnd t t. Th sstm s bsd n svrl ftrs: th sft f th rqust (thr s n rtunt t st kwrds fr h drtmnt r ml), th usr's tm n th st, nfrmtn but wh th lnt sk wth lst tm h vstd th st, nd thr dt. Ths shm sms t b rtt lgl, but nl fr Intrm. W mntn th qult, tht's wh w rfr Intrm.

Cons: All nln ht rms wth whh w hv vr wrkd lk rtt lk. But th r ndstngushbl frm h thr nd ntrhngbl. Th nl wrk hr nd nw, f u ls th tb - ll nfrmtn wll b lst. Mst ftn, rtrs rsnd wth dl bus th d nt hv th nssr nfrmtn r mmunt wth t mn ustmrs. And n ths rstv, Intrm dsn't suffr frm th lw fftvnss f mmuntn.

The BEST Software for Communicating with Your Customers

Nov 09, 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'm in Intercom every day, and it is my favorite tool that I use on a day to day basis. They make chatting and supporting customers simple. It integrates perfectly on the website. I also love that they are constantly coming up with new features to help our workflow. They've made some massive product updates since I started using the software a year and a half ago, and it keeps getting better and better.

Cons: We use Intercom for our email campaigns as well when new users signup. I do wish there were better metrics for the emails. You can't view email based on date ranges. So for on-going campaigns that we make tweaks too, we can't see if rates open rates improved month over month. It would also be great if they had a "flow chart" interface to make it easier to set the conditions and flow for messages customers receive.

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.

Feature rich and more than an helpdesk tool.

Dec 09, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The Intercom widget is mobile compatible and this offers website visitors logged on our website via their mobile phones a good experience while chatting with a kwese tv support agent.It is feature-rich and provides the customer care department with a lot of functionalities which makes our job easier. Intercom also provides email marketing features which makes Intercom more than just an helpdesk software.

Cons: Intercom is not intuitive and took me months to be able to use it efficiently.This was primarily due to the fact it is feature packed and therefore contained a lot of functionalities which a user will have to get accustomed to.

Overall: Intercom is used as the customer service solution for customers visiting the Kwese tv website. The use of Intercom to answer customer query on the Kwese tv website has resulted in faster response time to queries from our customers.

Intercom helps organize user feedback like no other!

Nov 12, 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: I like how I'm able to tag each incoming and outgoing message with feedback. We use this to track all user feedback and it's super easy to follow up with users by tracking their tags. It's really a game changer in a customer support tool!

Cons: I wish there was more control over how to assign incoming tickets. The company I work for has increased our Community team and it's been a bit of a challenge to scale with Intercom and organize who is getting assigned what kinds of tickets. We've found a way that works for us, but I wish we could customize this (and things like round robbin) with a bit more granular control.

Overall: Over, Intercom has been great! We explored a lot of options, but Intercom has the capacity to grow with our team and accommodate our needs as we scale. It takes a bit to learn all of the features, but once you learn, you can really make it work for any use case.

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

The best support tool!

Nov 09, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I absolutely love Intercom, it's super easy to use and it helps us keep an open communication channel with our customers. The ability to easily add images, articles and saved responses helps save a lot of time.

Cons: The articles feature is a little limited, it doesn't offer a lot of options for producing dynamic content like adding anchors or creating an image bank to easily replace images in all articles.

Overall: We use Intercom as our main contact channel with our customers and it provides a great experience, I wouldn't trade it for any other customer support tool.

Vendor Response

by Intercom on December 05, 2018

Thank you for the kind words, super happy to hear Intercom has been indispensable for your team. Will definitely pass along your feedback re: Articles!

Live Chat for the Modern Age

Sep 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: 10.0/10 Not
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Pros: As a e-commerce retailer, we use the Inbox platform to handle customer enquiries and find the software to be incredibly user-friendly with a great user interface that feels intuitive and familiar, even if you've never used it before.

Cons: The only con would be that there's no option for live video call at the moment. I know that's a bit cheeky, because after all, it wasn't designed for that. But I think it would be a great addition to an already great product.

Overall: Intercom has completely opened up a new communication method to a customer who is at a different point in the buying stage. It allows us to engage and assist users who otherwise would just be browsing the website in the early stages of product research.

Vendor Response

by Intercom on September 19, 2018

Wow! This is amazing to hear Dale - thanks so much for taking the time to share it. Really interesting to hear how Intercom is helping e-commerce retailers like yourself.

Continually evolving... meaningfully.

Nov 19, 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: I love how Intercom does a fantastic job with their core functionality -- keeping communication with users relevant and contextually significant.

Cons: Sometimes there are aspects of Operator that evade quick improvement to correctly identifying situations to serve the right information. However, their most recent feature, AnswerBot, has taken care of this weakness. AnswerBot has performed brilliantly and has been really easy to get up and running.

Overall: Dealing with Intercom has been great. Their support is responsive. I think our account manager could have better response times, but no real complaints there since we have been make aware (accurately) how long before hearing from him.

Miles ahead of the second-best solution

Mar 04, 2019
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 has the most logical and user-friendly interface both for clients and support, far beyond second-best option on the market.

Cons: Do expect random bugs and technical errors to happen. The support will acknowledge and fix them, yet it can be an unpleasant surprise if you experience high volumes of customer support activity.

Overall: The biggest fun starts in the backend of your support, which literally allows you to assign the enquiry to a specific professional. The mobile app allows you to reach, say your Japanese-speaking developer in out-of-office hours if you need him badly. This is incredibly effective and I've seen it do wonders both, supporting a client and enquiring myself (I had a bad bug on Tilda which I had support dealt with on a Sunday night!)

Another unbeatable feature is the front-end design - I simply have not seen a better UX solution that I would put on my website for clients to use, seriously.

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.

Gets the job done

Feb 26, 2019
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: I like that you're able to create canned responses for common customer problems. This saves you time and from having to type the same thing over and over. I also like that we can upload pictures within intercom, to customize the program for our company. Intercom allows you to handle multiple tickets at one time through multiple conversations, and you can see when responses we're read. I also love that you can send a message by using shortcuts on the keyboard as opposed to clicking "send". It's all about convenience when you're handling customer tickets and that's what intercom provides.

Cons: It's really inconvenient the way intercom creates different chats for the same person. For example, a customer can send 10 messages about the same issue and it will create 10 separate tickets to handle and no way to consolidate them into one conversation. This is a major flaw for customer service efficiency.

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

We couldn't run our business without it

Oct 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: Intercom is critical to our daily support operations and even sales at this point. We feel that it gives us an advantage over our competitors because they feel like they can get in touch with us immediately without having to wait for email. With the addition of bots and other automated features, it makes the experience even better for our customers.

Highly recommended for teams big and small.

Cons: Price. It can get very expensive as your user base grows.

Vendor Response

by Intercom on October 17, 2018

Amazing to hear that Intercom is so central to your business, James, and that the new features are resonating with you. Don't hesitate to get in touch if I can help in the future.

Greatness is at reach!

Feb 21, 2019
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 EVERYTHING about Intercom! But if you need me to point out the best for me about this software, then I would say the people behind it is the best answer. This team of great people is always there to explain, support and pamper you, along with all of the features you get with buying the tool. It really helps you to connect with your customers and boost your productivity!

Cons: There is a key feature that is still not supported in Spanish.

Overall: I love EVERYTHING about Intercom! But if you need me to point out the best for me about this software, then I would say the people behind it is the best answer. This team of great people is always there to explain, support and pamper you, along with all of the features you get with buying the tool. It really helps you to connect with your customers and boost your productivity!

A ton of functionality

Nov 05, 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: 8.0/10 Not
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Pros: There are ton of different uses for this platform. You can proactively send messages to your users as well as use it as a customer support tool. This tools is especially usefull to mange clients whereas Zendesk is better for customers that are not as frequent. Intercom is also a lot more personal.

Cons: There's a learning curve. It's not as simple to use as a Zendesk is but once you get the hang of it, it's a piece of cake.

Overall: Positive experience with minimal complaints.

Vendor Response

by Intercom on December 05, 2018

Thanks for the great review Maria, glad to hear Intercom has enabled you to have a more personal connection to your customers since switching from Zendesk!

Great Tool for Communicating with Customers

Nov 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Intercom is very detailed and highly useful for making sense of large datasets. User information can be easily pulled up and custom fields make it simple to target the users I want with the updates they need.

Cons: The learning curve is a bit steep. Also there are some things like their keyboard shortcuts or the location of some of the buttons that are not well-designed and can lead to incorrectly closing or assigning messages.

Overall: Overall, Intercom has helped us scale and reach our users with timely data. Support is much easier and there are some very basic reports that five us insights on our response time. Definitely recommended.

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 tool for automation of communication with your customers

Feb 18, 2019
4/5
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: It's a well defined tool, easy to understand and work with. Definitely being developed properly as constantly there are new features coming out.

Cons: There are some things that look "unfinished" like you can use some data to be triggers for one type of message but you can not use the same one for another type of message.

The price can be high if you have a lot of users interacting with you, but there's also a startup package that you can use.

Overall: It's one of the most important tools for our marketing, support and even sales. It solves so many process of interaction with our customers that we could not work without it.

Capterra loader

Chat with everyone

Sep 14, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Easy to connect with customers, prospects or anyone else that wants to chat. I love the notes between my team that are hidden from the conversation. New chat bots are cool.

Cons: It is pretty expensive, the chat bots, for example, are useful, but the cost is high relative to what we are already paying.

Overall: Intercom is not only a part of our website, but also a part of our app. So it at its most useful when we connect with our customers. The marketing team loves the web chat though, and it does get used very often. We couldn't function without intercom. It is a great product.

Vendor Response

by Intercom on September 17, 2018

Hi Jordan,

Really appreciate you taking the time out of your day to leave a review. Also great to hear that busybusy has embedded Intercom into your marketing workflows. In the meantime we're working to ensure that the price we charge equates to the value you get.

John

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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Likely

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.