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

333 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

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • A/B Testing
  • Auto-Responders
  • CAN SPAM Compliance
  • Customer Surveys
  • Drip Campaigns
  • Dynamic Content
  • Event Triggered Email
  • Image Library
  • Landing Pages/Web Forms
  • Mailing List Management
  • Mobile Optimized Emails
  • Reporting/Analytics
  • Subscribe/Unsubscribe
  • Template Management
  • WYSIWYG Email Editor
  • Contact Discovery
  • Contact Import/Export
  • Lead Capture
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Visitor Identification
  • Canned Responses
  • 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!


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
Likely
Extremely
Likely

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?

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
Likely
Extremely
Likely

Pros: Intercom does have a lot of features and is easy to get started with. Sign up, go into segment, activate it, and you're done. You can see who's online, send them automated messages, write support tickets.

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

Just awesome

Feb 28, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Great support team, constant improvements, easy communication with users and tracking over time, nice segmentation of customer base, great integrations for software teams

Cons: Hard to understand the differentiation between their product lines

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

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

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

Great platform for Customer Service

Mar 24, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Nice interface, easy to communicate with customers. Another bonus is the mobile application that helps for direct contact with customers and enables me to answer questions whenever and wherever. Also, it has the ability to intergrades third-party tools. We like triggers to let us know which customers need to be engaged. We use it as an interactive tool to keep in touch with our customers. Without Intercom, we would have never been able to grow to have thousands of customers. Also, we use it as a view to seeing client usage data and as a support too. Our customers write to our support team using intercom through our technology. Intercom is very well-suited for providing an authentic and human interaction with customers when it comes to technical support, predominantly (in my opinion) through their in-app chat. Intercom also has suited us well as a simple, clean, and intuitive knowledge base.

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

Intercom: Customer service is getting better and easier

Mar 15, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

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

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

Makes Everything Easier

Sep 18, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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.

Capterra loader

Addresses more than Live chat issues.

Jul 05, 2018
3/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Intercom is very user friendly .and provides our helpdesk department with prompt timely support whenever it has been needed.It integrates well with Slack ,allowing us receive Intercom messages via the Slack interface.

Intercom provides us with more than just Live chat features , thus I see it as a marketing necessity for the modern day organization.Intercom provides helpdesk teams with bots and messenger apps to gather and analyze sales leads.

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

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

Pros: This is a great tool to automate messages to our users in times of downtime, problems or simply to inform them of a new feature.

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

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

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

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

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

Oct 05, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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

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

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
Likely
Extremely
Likely

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!

Intercom is great for high touch interactions with clients

May 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We use Intercom in a sales capacity to nurture initial visitor traffic. At the same time, we can use it both in the office and in mobile applications. The mobile application is friendly and, although it requires some settings, makes it amazing for communicating with potential customers at any time of the day when we are away from the computer. This service allows us to create a client base and provides an opportunity for segmentation of the audience, which greatly facilitates the work. Also, I really like the integration with the LinkedIn API to personalize the conversation and provide recommendations.

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

Capterra loader

Makes communication with customers super easy.

Jan 10, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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

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

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

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

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

Essential if you are building a SaaS App

Jan 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Intercom is specifically designed to support SaaS applications. If you sell software as a subscription, your users develop a relationship with your software. Intercom allows you to be apart of that relationship. I love being able to see when my users are logged in, statistics about how they are using the system, and chatting with them. I have found that very few users abuse the system. I thought that this would be a bigger issue, but it has not been.

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

Capterra loader

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

Oct 22, 2017
3/5
Overall

4 / 5
Ease of Use

1 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

Pros: It is easy to set up, our clients love being able to connect with us directly through chat and the attributes make creating tutorials much simpler than designing and developing yourself. The help center is very easy to setup and edit on the fly and the reporting on respond lets us stay on track and make sure we are hitting our goals with response times.

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

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

Great in-app and email for smaller businesses

Jan 26, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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.

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
Likely
Extremely
Likely

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
Likely
Extremely
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.

The best messaging app online

Sep 20, 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: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's the best messaging / customer engagement solution on the market. Great interface, great functionality, extremely good quality products. The mobile and web apps are brilliant, without any glitches or problems ever. The support is also good, responding in a timely fashion. It's the best messaging solution in the crowded space of online chat / engagement tools.

Cons: Intercom can get a bit expensive. However the quality of the product is through the roof and it's definitely worth it.

Overall: The best customer engagement solution for teams of all sizes. Powerful features, clean interface, fast support. And chat bots that actually work.

Vendor Response

by Intercom on September 25, 2018

We're absolutely stoked to get such a positive review! Thank you for your custom - and so glad to hear Intercom is benefiting your business.

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

Jun 06, 2018
1/5
Overall

1 / 5
Ease of Use

1 / 5
Features & Functionality

1 / 5
Customer Support

1 / 5
Value for Money

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

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

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

Now we solve problems fast with confusing users.

Mar 17, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I'm glad that I can easily keep track of my entire conversation. In addition, I like this platform, on which I can keep and monitor all the information that goes. Of course, the ability to find the old information I had in the past. Intercom improved our interaction with customers, and I regularly receive letters of appreciation for the prompt and efficient customer service! For many users this is a silver bullet.. I believe that Intercom is growing rapidly and will soon overtake many competitors. They are on a strong growth path and will get what I desperately need, but may not be fast enough.

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

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
Likely
Extremely
Likely

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.

So simple, easily integrated with Salesforce.

Jul 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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

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

Great Customer Support Tool

Aug 20, 2018
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Easily the best thing about Intercom is how fluid it is to use for customer support. Their phone apps or message-to-email abilities make it easy for customer support reps in even the smallest of companies to provide speedy service. The interface is clean and relatively easy to understand, and the triggering options for marketing are very powerful. There isn't much I've looked for that Intercom hasn't been able to accomplish.

Cons: It does a little too much, one could argue. Developers need to be involved for this software to be used to the best of its ability. There are awesome trigger points, suppression points and other queues for marketing messages to pop up - but it does often require a developer to take a look and make sure it will fire correctly. Their newest UI release is actually less intuitive than the original, which is strange - but I'm coming from the point of view of Admin, and setting up new messaging rules - not as a day-to-day user. Perhaps it is different in this instance.

Capterra loader

Intercom is always improving

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
Likely
Extremely
Likely

Pros: It's easy to set up and it is very customizable! I find it easy to explain it to new users. What I like most is that the product team never stops improving it. Since I have started using Intercom 2 years ago, it only added value to it.

Cons: I wish I could extract some more complex data from users and conversation, for example, the ammount of times a user has talked to us and the dates.

Overall: As a supervisor, I really like it. Its reports have helped me a lot on daily basis. I can have an overview look at my team work at any time.

The best way to communicate with software customers

Jun 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Our developers were able to quickly setup the software and implement it into our website. We launched a brand new SaaS product and used it to engage users as they were figuring out how to use our product. Intercom was essential in executing our customer success strategy.

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

Overall: Excellent Tool for User Engagement.

Capterra loader

Intercom is a fantastic platform. We absolutely love it.

Jan 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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.

Capterra loader

Pretty good solution for a helpdesk

Jun 14, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

2 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Intercom can cover almost all processes if you're selling SaaS solution. It has really good solution for help center and allows to easily find chats with your users. As well it's good in getting additional information like users LinkedIn profiles etc.

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

Capterra loader

Solid product that keeps innovating with new feature releases

Apr 11, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: I like that the features keep coming, I enjoy knowing that the team behind Intercom is always striving at improving. I'm using the campaigns really nicely for my drip emails. A/B testing them and continually improving my open and ctr. The core of the product is excellent.

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

It is a really solid product with a lot of functionality

Apr 18, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I like the design of the application as a whole. Easily integrate into web applications and mobile applications. It is very easy to use. The chat and assignment features are great but what I like the most of the operator bot. Intercom is ideal for tracking sales, marketing, and customer support. I like that I always have a complete history of each user's messages. Also, I can filter clients and segment them, this function is very useful for work.

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

Capterra loader

Nice software but needs a market niche.

Jan 12, 2018
3/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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.

We use Intercom as our chat software

Jul 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The product is easy to implement and use. No need for trainings all users understand what is needed to be done in 15 minutes of explainations.

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

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

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!

Capterra loader

Easy to use, great reporting

Nov 09, 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
Likely
Extremely
Likely

Pros: -Ease of use

-Responsiveness of Support team

-Ever evolving feature set

-Reporting and metrics are getting to a great place!

Cons: -Focus on sales over support

-Not sure how well it would scale to dozens or hundreds of agents

-Expensive bot service

-A few "obvious" features that they don't have (being able to customize customer feedback options for one)

Overall: My Support team has been using Intercom for a few years now, and we have grown with Intercom. As we've scaled, we've needed stronger reporting features, and Intercom has delivered. Aside from one issue where some emails from customers were not getting delivered to us, there have been no serious technical issues, which is very reassuring.

Has changed our customer support for the better!

Oct 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Super powerful, nice looking bit of kit. We are only just getting stuck into using Intercom properly, but already finding that customers are happier, we have better visibility of issues which need to be reported back on, and we are getting good results from promotional / sales messaging too.

Cons: We have recently seen an issue where for some users / devices, the sound notifications are playing even when users phones / laptops are set to silent. Hopefully this is fixed or will be soon as it's quite a big issue and risks us upsetting our customers. Other than that, nothing comes to mind.

Overall: We're using Intercom to provide better customer support, by being available, quick and responsive, and keeping better track of issues. We're also capturing leads, and pushing promotional prompts to existing users.

Practice what you preach

Nov 02, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

1 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: It knocks all other chat services out of the park in terms of UX and general personality.

Cons: One thing I cannot understand though is why they don't practice what they preach. Their customer service team take HOURS to respond, and when they do, they put more emojis than resolutions in their replies.

Upgrading to another pricey package I would have thought they would be more willing to assist me with my question and not just link me to endless jargon filled articles.

Hold my hand a little bit Intercom, when I have a question, I'm not paying for you to send me some articles 5 hours later, I'm paying for you to assist me do what your business is all about - help me set up the best customer service function in the world!

Thanks

Overall: Please help me set up the features I upgraded for.

Intercom, the always evolving CS platform

Nov 09, 2018
5/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: I like the updates that Intercom pushes out. They are always adding something new and improved to their platform. Sometimes these improvements are small surprises here and there. Like a page style or a small piece of functionality. (Look at you priority button <3)

Cons: One thing I would really improve in Intercom is my own inbox organization. I wish I had the ability to have sub folders in my Inbox with specific rules.

I'd like to me able to assign a conversation to myself and then have that conversation be filtered automatically and organized for me in my own inbox to be more specific.

A powerful tool for you and your customers

Mar 25, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: We use this program mainly for support. We receive and process a lot of feedback from our customers. We also use the program to notify our customers about new versions of our product. This is an excellent platform for customer support and general analytics. Also, the program is great for internal marketing and support. You can easily contact your customers using email or messages in the application. I used internal communication in several of my applications as customer support and I can say that it was a really good experience. I recommend the program to you, and I think you'll like it. You will have an automatic system that will help you improve the work of the marketing system. The platform has all the working tools that we need.

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

Capterra loader

A good packaging but was not up to the mark solution for support

Sep 23, 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: 8.0/10 Not
Likely
Extremely
Likely

Pros: I used their Article product. It has good interphase and a really smooth experience. A couple of things I liked about Intercom are:

1 - Elastic search on Knowledgebase.

2 - Live chat works really work with knowledge base platform

3 - UX is very clean and clutter free.

4 - Feedback feature on each article has helped a little.

Cons: There is a lot more which they can do around knowledge base improvement:

1- they will not give you flexibility around the knowledge base structure.

2- I need to run the knowledgebase on main domain like www.website.com/url

Overall: A little improvement in few features will make it the best product in the market.

Vendor Response

by Intercom on September 25, 2018

Nishant - thanks for taking the time to review Intercom and share your experience. We have some improvements on the roadmap for the Articles product which will address some of these issues - stay tuned. John

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

Jun 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Love this tool for our team. It helps us connect directly with users. They seem happy to find out it's a real human on the other end and the speed of getting questions answered is a big deal. It's a great touchpoint for us to connect with potential and existing customers.

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

Capterra loader

We better address our users need.

Mar 04, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Intercom merges our chats and email conversations with every user as a single conversation loop ,making it easy to review past conversations of users easily.

It i the most suitable helpdesk program for targeted emails and in-app trigger messages ,making it easy for us to better address issues faced by our users.

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

Amazing suite of products to complete your application

Feb 15, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

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

Wouldn't be in business without Intercom. Literally.

Nov 12, 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: 10.0/10 Not
Likely
Extremely
Likely

Pros: The ability to talk to leads and customers. Being connected and personal with a business is what I value a great deal, so I'd like to do the same for my customers.

Cons: The cost for a small company can be high even though they have a special plan for small startups which helps.

Overall: Having used Intercom since the very start with a handful och SaaS businesses, it's simply a no-brainer. The value you get from talking to customers and leads are worth soooo much.

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

Feb 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Intercom is great for internal marketing and support purposes. You can easily reach your customers using emails or in-app messages.

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

Watch out your bills

Dec 07, 2017
3/5
Overall

1 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support

1 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: easy to use, good support,

you can use it mobile apps, any computer systems.

Being able to quickly and efficiently communicate with our customers is a big help.

Allowing customers to chat in even when we are offline is also a great way to always insure that their issue or concern will always be addressed.

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

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

this is what they explain to me:

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

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

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

If you have Intercom installed on your web or mobile app, Users are added when people sign in

You manually add Users and Leads via our CSV Import and the Intercom REST API

If you forward your email to your team inbox, new people that email you will be added as Leads"

Great product, but they nickel and dime you a bit

Nov 03, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Generally makes customer service easier, however there is no knowledge base or any slick way of mining the data from the your customers.

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

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

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

Good product, but full of pricing traps

Jul 19, 2016
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
Likely
Extremely
Likely

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).

Capterra loader

The Best Growth Platform for Lead Nurturing

Oct 24, 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
Likely
Extremely
Likely

Pros: Fully loading functionalities helps us to nurture our future customers in all possible ways. The lead based pricing rather than user login based one was key in deciding to try the platform.

Cons: The platform setup takes some effort and will need the hands-on help of the product teams for complete integration with the website and the product functionalities.

Overall: Overall, a very professional lead nurturing platforms for growth managers. Assured ROI in terms of better lead conversion rates.

Vendor Response

by Intercom on October 26, 2018

Thanks for the review Jyothish - great to hear Intercom has proven so powerful for lead nurturing for WaveMaker.

Capterra loader

Great tool to talk to clients

Aug 22, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: It is easy to manage all the questions of customers and handling by specific teams with the help of intercom. It enhances our user leads and automates the process of ours to find the clients. We can easliy track all users with the help of automated emails.

Cons: Sometimes it stalls workflow as there is the bulk edit feature for the excel files which is not provided in it. Other features are more than average.

Overall: We take feedbacks from customers with the help of intercom and resolve the issues they are facing through specified teams. We also manage to get leads through it.

Vendor Response

by Intercom on August 24, 2018

Thanks for taking the time to review Ravi. Glad to hear that you are getting so much value out of the Intercom platform. We'll make sure you feedback on the bulk edit feature reaches the right product team.

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
Likely
Extremely
Likely

Pros: I like to have all the information of my clients on the same site. Working with such an extensive database is very useful for any business.

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

Overall: It is a very efficient tool to control the basic and advanced aspects of our customers.

For example, you can quickly access a complete record of any customer and see how he has interacted with your business: use, shopping, interaction.

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

Great onboarding tool and more!

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Intercom is the best tool if you are running SaaS! There is no better tool for onboarding. You can use Intercom as a chat, you can create onboarding funnels, you can easily create the knowledge base and more!

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

Solid communication platform that is easy for customers to use

May 15, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Customers find it easy to use, the reports information is solid, and it's pretty easy to send out messages that are automated or manual.

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

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

Intercom for On-Demand Platforms

Nov 09, 2018
4/5
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
Likely
Extremely
Likely

Pros: Intercom is like a full stack comminucation software that generates great value to companies like ours.

Cons: I don't really like the way you group data reports. You are aggregating data by teammates but not by groups, it's impossible to have the metics for a specific group that have teammates in multiple groups.

Overall: It's good but lack of analytics to manage the KPIs of a big operations like ours.

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
Likely
Extremely
Likely

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.

Capterra loader

Most advanced live chat solution.

May 19, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself.

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

Capterra loader

More than an helpdesk program

Apr 09, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Intercom makes it easy to promote sales leads and trigger users to take action via targeted email, and in-app information triggered by time or website location.

It integrates well with some of our favourite tools like Salesforce. Overall,Intercom is surely more than just an helpdesk program : as it provides us some email marketing feature too.

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

Capterra loader

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

Mar 07, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Everything that supports conversations with users, integrations, automation. They introduced reports not long ago and they are great.

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

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

Such an easy to use software

Jun 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: We love that this gives us an overall look at our customer experience. It shows us what pages they most recently viewed and what customers maybe have not visited our site for a while.

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

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

Your customer service is getting better

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Intercom will help you organize all employees and establish their work. In addition, you can easily understand the performance of your team, this will help to identify the weak employees who slow down the whole process.

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

Capterra loader

Great tool for support

Oct 31, 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
Likely
Extremely
Likely

Pros: Easy to use software. We mostly use the chat option to provide support to our customers.

Cons: There could be more flexibility in the rules of assigning new chats to groups and supporters.

Overall: We offer 24/7 support to our customers so the chat option is a must. Intercom helps us manage the incoming chats with ease.

Vendor Response

by Intercom on November 02, 2018

Thanks Vitalija. Great to hear the support team at Simplex are getting so much value out of Intercom.

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

May 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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

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

Can't imagine life without it.

Jun 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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

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

Capterra loader

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
Likely
Extremely
Likely

Pros: Easy to use, you can learn very quickly about almost all features. You can easily edit the information about your team, like work hours, automatic messagens, time to answer, segment your customers based on a lot of different features and create rules to automatize the communication.

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

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

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

Mar 12, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

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

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

Intercom - 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
Likely
Extremely
Likely

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.

Intercom easily integrates with our crm

Oct 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money

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

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

Brilliant for segmenting, personalizing and targeting customers!

Mar 23, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Creating Custom Groups and Segments based on multiple criteria. Individualizing and personalizing communication. Scheduling of communication A wide array of filters, attributes, and provision of custom attributes for maximizing efficacy

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

Capterra loader

Talk to your customer, don't Ticket them.

Aug 23, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Texting is the most popular way to communicate for a reason. It allows for good communication without the monopolizing your chat agents.

Cons: Easier way to organize chats regarding the same topic.

Vendor Response

by Intercom on August 24, 2018

Thanks so much for the review Ross. Glad to hear our approach of conversations not tickets resonates with you. Will pass on the feedback about organizing conversations on the same topic.

Capterra loader

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

May 16, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

Pros:

The functionalities that help me my work daily in the best possible way

The continuous updates that keep making this product alive and growing

Cons: The new interface is not comfortable to me, specially the the left navigation bar of conversations

The bunch of frequent emails that I get lost to follow them all

Their price is really expensive

Capterra loader

Pretty good but could be made a lot better!

Jun 28, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money

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

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

Powerful but not always easy to user

Nov 09, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I love being able to track user's activity and get data about team performance.

Cons: Creating segments can be a challenging process. Honestly, the whole UI needs a redesign. For instance, I looked for users from a particular company that took a certain action. This action, which is a pretty simple list, takes like 7-8 clicks or a few minutes just to put together. Something much more complicated takes much longer. I would recommend saving recently used filters and categories to make this simplar.

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
Likely
Extremely
Likely

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

Capterra loader

Made our customer support processes professional

Mar 09, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

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

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

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
Likely
Extremely
Likely

Pros: Easy to implement. Real Time communication with customers.

Cons: No complaints.

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

Lovely product with great customer support!

Oct 08, 2017
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

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!

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
Likely
Extremely
Likely

Pros: Lovely Interface

Powerful Analytics and Dashboard

Great way to maintain strong Customer ongoing relationshiops

API is sweet

Cons: COST COST COST

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

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

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

Easy way to create funnels to communicate with your clients.

Mar 21, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: Great tool to automate and create triggers to send automated emails to our clients.

We can set different conditions and based on the conditions select the email that should be sent.

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

Excellent customer messaging and development solution

May 26, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Super easy to chat with customers when they're considering purchase, and customers after they've signed up too. Rules to help set up appropriate auto-messages help us do this contextually.

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

great web plug in to keep in touch with visitors

Jun 05, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

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

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

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

Top Rated!

Feb 15, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Working as a virtual assistant collaborating with employees across the globe is something that is with great advantage. Intercom is our number one communication channel with our customers. The feature that I truly appreciate so much is the ability to integrate with our company websites. Its chat feature is impressive because it allows customers and leads to interact with support agents 24/7 without making a single phone call.

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

Your swiss army customer support tool

Apr 10, 2018
4/5
Overall

2 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: Great tool if you want to support your customers in a brand new way. There are no ticket numbers. You can create segments and target specific customers with a message based on their behavior!

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

Capterra loader

Strong customer engagement tool with traditional support tools as a bonus

Jul 13, 2018
4/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money

Pros: - Nice User Interface

- Easy integration with APIs and drop in scripts

- Seamless experience for customers across services, emails, chat, in app support and knowledge centre

Cons: - Lack of roadmap visibility

- Good at many things, not great at one thing.

- Lack of internationalisation support

Working at Walgreens pharmacy it was really easy simple

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

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

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

what's not to like about intercom?

Oct 31, 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
Likely
Extremely
Likely

Pros: I really enjoy using Intercom. NEW bots features are amazing. The information that you see on their website easily translates into what they provide inside their product. So the expectations are met 100%.

Cons: It's hard for me to name one. Wonderful experience at every level.

Overall: I use it in every phase of a buyers journey. Early on for generating leads and answering prospects' questions, onboarding, and later customers success and upselling.

Vendor Response

by Intercom on November 02, 2018

What's not to like about this review? :-)

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

Jul 09, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money

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

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

The best online business solution with the best customer support

Aug 01, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The Intercom team has always been extremely responsive, whenever we had a problem or a feature request. It's part of our daily flow, we use the software for messaging, customer support and as a help center.

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

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
Likely
Extremely
Likely

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.

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

Jul 24, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

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

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

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

Apr 10, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money

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

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

Capterra loader

Excellent company and product allowing instant customer support via live chat

May 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy implementation, low cost, user friendly. Intercom's live chat tool was quickly enabled on our cloud-based SaaS client platform. It's ease of use allows customers to instantly interact with our support team and quickly address their needs. Has great reporting tools and great customer support.

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

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

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)

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
Likely
Extremely
Likely

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