Intercom

Intercom

4.5 / 5 138 reviews

Who Uses This Software?

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


Average Ratings

138 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
  • Auto-Responders
  • Behavior Driven Rules
  • Bounce Tracking
  • CAN SPAM Compliance
  • Click-Through Tracking
  • Contact Database
  • Drip Campaigns
  • Event Triggered Email
  • Image Library
  • Mailing Frequency Limits
  • Mailing List Management
  • Multi-Variate Testing
  • Newsletter Management
  • Spam Check
  • Subscribe / Unsubscribe
  • Survey Management
  • Template Management
  • Unsubscribe Database
  • 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
  • Contact Management
  • Content / Blogging Platform
  • Direct Mail Management
  • Email Drip Campaigns
  • Landing Pages / Web Forms
  • Lead Management
  • Lead Nurturing
  • Lead Scoring
  • Multivariate Testing
  • Referrals / Affiliates
  • Search Marketing
  • Social Marketing
  • Website Visitor Tracking
  • 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!


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
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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
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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
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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
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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
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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.

A powerful and effective tool

Feb 13, 2018
4/5
Overall
4 / 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: I can promote leads and users to take effect with targeted email, and in-app information triggered by time. I like that this program can connect with another tool like Salesforce, Segment, and much more. It's easy to use for onboarding new users, checking in, getting feedback etc. I also like the ease of setting up vistor auto messages that appear on certain pages after certain behavior to engage with live chat users. Intercom allows us to engage with our users in an effortless way through in-app message and automated emails while keeping track of our users log-ins in our tool. I like the ability to tag users and company and then create segments.

Cons: Difficult to use. The user interface is a little unorganized, it was difficult for me to understand it. It began to work slower and not as stable as before. It is difficult to monitor all notifications. I would not refuse more detailed reports.

Overall: I use Intercom for several Saas business tasks such as engaging with users both manually and automatically as well as tracking users behavior within our app. I also split our clients between our different account managers using Tag and Segments.

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.

Good Tool!

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

Pros: It's great that chat messages and email messages can be woven together, for example when segmenting and targeting audiences, and in reporting. Seeing each user's complete message history is useful.

Cons: Mobile support is not stellar and missing a few important features that the desktop suite offers. Has a few minor bugs (quick replies have additional paragraphs around images that have to be manually deleted, for example).

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
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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
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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.

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.

Decent product but support is slow and not helpful.

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

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

Intercom easily integrates with our crm

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

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

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

Great Startup Package

Oct 03, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy to implement Customer Engagement Software with great usability and awesome and affordable features with the startup programme.

Cons: I heard that they are working on more sales focus software as well, currently they dont offer great sales solution but if they expand into that area as well, it will be a great asset to any customer and sales centric company

Overall: I save time and money and deliver a better service to our customers

Very good communication platform - great to have everything in one place.

Sep 19, 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: 9.0/10 Not
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Pros: Ease of use and ability to reply to customers quickly to their questions.
Automessage feature is great for onboarding new users.

Cons: They kept moving features to differnet sections, but they have now simplified it which has solved the problem

Overall: Customer insights and ability to send messages at the right time.

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.

Positively delighted customer

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

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

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

Not Bad

Sep 06, 2017
4/5
Overall
4 / 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: Lots of features including stickers. Great way to add a live chat to your site. Has both chat and email options to cover all of your needs.

Cons: Not user-friendly. Tough to add contacts. Doesn't seem like contacts always receive responses. No way to whitelist a specific email.

Great platform for Customer Service

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

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

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

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

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

The ability to intergrade third party tools.

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

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

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

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

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

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

Intercom lets us stay communicated with all our customers

Aug 08, 2017
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: -Triggers to let us know which customers need to be engaged
-Lets us send our monthly newsletters by filtering different messaging to different people
- Easy way to understand our clients. How many times they interact with our software, what location they login from etc.

Cons: Doesn't allow an easy way to setup just one template, and put "conditions" in that template.
If we want to send the same template, but change one line of the email template, based on the customer, we need to create completely separate templates.

Best app for client support

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

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

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

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

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

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

Great customer support and literature

Jul 18, 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: 7.0/10 Not
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Pros: response to customers is very rich and always goes beyond my question. they implement their own products into their support so its use is fully illustrated.

Cons: the only thing i can think of is the time waited for a response which can sometimes be longer than an hour.

Very easy to use platform

Jul 18, 2017
5/5
Overall
4 / 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: It is simple to set up, allowed us to easily create in app tutorials and comprehensive help center. We use the messaging a ton to engage our customers and track useage.

Cons: Support can be a little slow to respond but overall the platform is great. It doesnt have as many plugins and addons as something like zendesk but I like that because it doesnt over complicate the platform.

We've been able to seamlessly provide support for our customers!

Jul 18, 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: The ability to easily embed and customise our support portal, then manage all tickets from the interface.

Cons: I'd say the inability to export all conversations according to custom needs. I've wanted to have an export of what was done to resolve support tickets and categorise them, but was unable to.

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

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

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

Overall: Better communication and grasp on understanding our customers

Essential functionality that costs an arm and a leg

Jul 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money

Pros: The features are great. An integrated CRM, easy-to-use API, centralized place to see customer data and communication, shared customer support inbox. We added custom fields particular to our product that we then programmatically added when users signed up to our service.

Cons: You'll pay quite a bit to have all this functionality in one system. You can probably get better deals if you find different carriers for each, but the all-in-one is exactly what makes Intercom useful.

All around marketing interaction solution

Jun 16, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: It's one of the best user interaction platforms out there.
Its solution cover any possible case both before and after user acquisition (from initial website visitor engagement to user retention and support).

Cons: I think the UI is still a bit complicated and needs some time to get used to before you can leverage all the features and functionalities of Intercom's products.

The best ticketing software

Jun 12, 2017
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: I've used Zendesk, Groove, and now Intercom and Intercom really is the best. It's super simple to setup. It scans your old KB and creates a new one for you. Definitely helped the setup process. All the insights you get for each product are awesome. I know Zendesk has reporting but this is much better in my mind.

Cons: I don't like their billing system. You are billed per user, which means whenever someone loads your application they are added as a user. I wish there was a way to only count users you have conversations with. You can delete users based off this but you sort of have to do it every day.

Overall: Got a more featured product than our last ticketing software, Groove.

The most comprehensive live chat system hands down

Jun 01, 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: the system is really refined, well built and easy to setup. The support team is amazing The pricing is reasonable The job pool and allocation is great

Cons: Tickets don't have numbers attached to them. The UX can use some work. For example, its too much work to swap between open and closed tickets when I do it all day. But this is just a nitpick.

I love Intercom for my business!

May 19, 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: We use both their Resolve and Educate products and they're great! Gone are the days of using Gmail for answering hundreds of daily consumer inquiries without any visibility to conversations between team mates and customers. Intercom makes it so easy. We love it!

Cons: I wish they would roll out a better email signature functionality. We do miss that from our regular email.

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

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

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

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

Overall: Nothing.

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.

State of Art

Feb 14, 2017
4/5
Overall
4 / 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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Comments: Think about a good product...now multiply that 10x. Intercom is just getting better and better overtime. They have a true understanding of theirs customers needs and purpose. We been using for over a year and every new feature makes us do UOOOOUUU faces :)

Amazing Software

Feb 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Comments: They are by the best in the industry in my experience. The only problem is that they are extremely expensive. For any small company, they get to be very pricy. Keep that in mind when making your decision. As far as features, they can do most things but they do have a few drawbacks. They don't give you the ultimate level of customization in their iOS SDK but definitely have a convo with them to see if it is the right fit.

False and misleading advertising reflects poorly on their corporate culture

Feb 05, 2017
1/5
Overall
1 / 5
Customer Support
1 / 5
Value for Money

Comments: They did not honor their early stage startup bundle offer. Even after we wrote and complained. Added a condition that the startup must be live which was not stated on their website. We're actually live (embedded feature within other websites) and sent them the link to prove it. Will not deal with them any further. False and misleading advertising and not owning up to their mistakes.

Pros: Not relevant since they did not honor their offer.

Cons: Please see review above.

Recommendations to other buyers: Please see review above.

The best product in the category

Feb 01, 2017
3/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Functionality is great. So many tools on one platform.

Cons: Too expensive as every product must be paid separately

Overall: I've been using multiple live messaging apps, however, Intercom is award winning solution, which is great for small biz as well.

Great product!

Jan 12, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Quite simple UI and great UX! We the product our company was able to filter and determine our audience more precisely.

Awesome Insights

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

Comments: We have been using Intercom to interact with our clients on our website as well as monitor our web pages. The system is easy to use and has all the features we could need, the amount of information we can call upon using Intercom is brilliant.

Amazing for customer support!

Dec 22, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: How easy it is to use.

Cons: The pricing plans are very confusing, and I feel like there should be one overall plan for the whole product.

Overall: We use Intercom at work for customer support, and email reach out, and absolutely love it! It is super easy to use, has great features, and the support team is amazing! Would definitely recommend it to companies looking for a customer support software.

Staying in touch with your users has never been easier

Dec 15, 2016
4/5
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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Comments: Intercom has been a game-changer for our business to get real-time user feedback, automate messaging based on user actions/conditions, or prior to log out/post-login.

Huge Fan! The Future is Bright for Intercom!

Dec 10, 2016
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: Intuitive UI/UX
Incredibly Detailed Filtering
Great Support Team

Overall: I utilized Intercom to implement our Customer Lifecycle Messaging. We were able to target our customers based on specific events they had or had not taken in the app. This wasn't complex to implement with this software, in fact, it was quite simple thanks to the intuitive UI/UX within Intercom. We ran targeted campaigns utilizing the messaging functionality, both in-app, and via e-mail. Intercom is the CRM of the future, and that future has come now.

All in one: support, mailing, mobile apps

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

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

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

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

Awesome support and features

Dec 06, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I love Intercom and their products, it is highly customizable and easy to get the hang of. The only thing I am not totally sold on yet is their chat. I feel that if I see a chat option on a site that I will get an immediate response. I like the innovation of what they are doing in this regard, but am still not totally sold:) Everything else is awesome!

Very performant but expensive

Dec 06, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Cons: Price

Overall: We use it for the chat service and the automation marketing tool. It's very helpful but quiet expensive.

A great way to engage with and get information about your customers

Dec 05, 2016
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: Pretty easy to use, responsive customer support, allows us to easily communicate with our customers

Cons: The UI is a bit slow sometimes

Overall: I've used Intercom extensively for a couple years now. The product does exactly what it promises - it makes it easy to get information about to communicate with your customers. It is a bit expensive, but it's worth it to us for the service it provides. highly recommended.

Great tool, but with reservations

Nov 17, 2016
4/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: Great tool

Cons: Admin are agent?
It's a cheat.

Overall: Really a good chat solution. But, when my trial expired, I knew that the "admin" user are counted as attendant, increasing the price. In fact, one agent and one admin will pay like two agents.
I feel mistaken.

Intercom - it was cool, it's getting annoying

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

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

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

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

Great for mass communications

Nov 03, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Intercom is awesome for mass communications to your workforce. You're able to specifically target the users who need new information.

Intercom Improving

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

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

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

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

Great product, but they nickel and dime you a bit

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

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

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

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

Intercom is Swag

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Intercom has made it easier than ever to engage customers with our platform. I'm able to talk to customers in realtime and walk them through the process, keeping them interested.

Amazing, intuitive product!

Oct 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: As basic or as complicated as you want to make it, and totally streamlines the customer interaction experience. Our users love that they can get a hold of us in one click and chat with a real person, plus it allows for us to send out automated messages, announcements, etc. We could not live without Intercom and we get all the compliments for having such great customer care!

Great product, extremely useful

Oct 04, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've been using Intercom for about a year now, the support features are enough for a small company, and the insights into the customers habits and uses of our app is really helpful when it comes to asking qualitative questions.

The Must Have For SaaS

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

Cons: No complaints.

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

Good product, but full of pricing traps

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

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

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

Need this to communicate with clients

Jun 06, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: We constantly had trouble communicating with our clients directly via app. We sent direct mail, email, even called bu nothing increased our product update visibility like Intercom messaging.

Pros: So simple to set up even non techies can do it.

Cons: People complain its not customizable enough but really you cannot satisfy everyone.

Great for B2B SaaS smaller company

May 20, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Customer Support
5 / 5
Value for Money

Comments: After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation. And I convinced my CTO to let me Buy, whereas we were considering trying to creating all of the advanced targeting.

Pros: -The UI for marketers is so amazingly intuitive. I love how it shows you which people qualify for a campaign instantly. Exporting target lists is also easy. Easy to edit and pause campaigns. - Was easy to install their tracking code -Price is great

Cons: --Uggh, the Sales process was anything but smooth. My person would not make it clear which of their 3 packages I needed and what would cause me to automatically move to a higher price point. they charge by cookied users (one option), but those are always changing. --Scheduling is not including in my package? That should be a basic feature. -The button options are super limited. They really don't want you using them to pop open an email - they want you using their Reply system, which doesn't work for my ZenDesk - Their image formatting options are also very simple. You can't control simple things like padding, so we were not able to put images in our small Announcements

Looooooove Intercom

Feb 22, 2016
5/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: This app is really great for us a startup. It's an all in one solution that helps us on-board new customers, drip email prospects who have checked us out and segment our customers for product education. It truly handles about 90% of our marketing and sales efforts at the moment.

An Essential Tool for Running Your SaaS Business

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

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

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

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