About Intercom

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.
Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.
Intercom Software - Workflows - Build powerful automations with our no code visual builder.
Intercom video
Intercom Software - AI Agent - Resolve 50% of support volume. Instantly. - thumbnail
Intercom Software - AI Copilot - A personal AI assistant for every support agent. - thumbnail
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox. - thumbnail
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration. - thumbnail
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support. - thumbnail

Intercom pricing

Intercom does not have a free version but does offer a free trial. Intercom paid version starts at US$39.00/month.

Starting Price:
US$39.00/month
Free Version:
No
Free trial:
Yes

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Browse Intercom Reviews

1,095 of 1,095 reviews
Sort by:
Julian
Julian
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 4/2/2025

All-in one solution for customer service

Great software to use in the customer service section of businesses. It reduces time en resources spent. Easy to use and the options available makes sure you can cover everything

Pros

It is the all-in solution that goes so deep that it becomes a fully integrated part of business department

Cons

There are so many options that it takes sometime to figure everything out. Not in terms of difficulty but in terms of options

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
2
Functionality
3
Ease of Use
4
Customer Support
2

4
Reviewed on 6/1/2025

A very basic CRM

Pros

Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.

Cons

Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.

Jessica
  • Industry: Hospital & Health Care
  • Company size: 11–50 Employees
  • Used Daily for Free Trial
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
3
Customer Support
4

3
Reviewed on 27/1/2025

Intercom Software: The Good, the Bad, and the Pricey

Intercom stands out as a powerful tool for businesses looking to enhance customer support. Its features set an excellent choice for growing businesses, though its cost deter smaller teams. For businesses with the resources to invest in its capabilities, Intercom will be a game-changer in building meaningful customer relationships.

Pros

Intercom is a widely known communication software that it was designed to enhance interactions between businesses and their customers, which it has become a first choice for companies endeavor to provide real time support with customers.

Cons

It's a pricey software, limited customization when it comes for chatbots, it will take time to learn the system

Response from Intercom

Hey Jessica,

Bobby here, I lead the customer support team. I'm bummed to see this feedback, I like to think these are some of Intercom's strengths, so would love to chat and see and how I can help.

We completely rebuilt our pricing last year to offer more value -- lots of pricing flexibility and all plans have powerful functionality for helping customers.

We also have lots of customization for our AI Agent like tone, multilingual, teaching it guidance, the ability to read and write actions, and smoothly integrating into your help desk. Most customers tell us this is the most powerful AI Agent on the market.

Let me know if you open to chatting! My email is [email protected]

Replied 4/2/2025
Rick
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Functionality
5
Ease of Use
2
Customer Support
1

1
Reviewed on 22/10/2024

Tools are great, but not level of support is very poor

The features are great, and show to be very powerful. The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI agent can offer. Should there be a technical error, and questions outside the articles available, you are on your own.

Pros

Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.

Cons

Customer service is terrible, and there is no interest in providing live support.

Response from Intercom

Hi Rick,

Thanks for your feedback. I’m sorry to hear that your experience with Intercom’s support didn’t meet your expectations, especially when you were excited to get started. Your satisfaction is important to us, and we're committed to making things right.

I understand how frustrating it can be to wait for a response after requesting to “speak to a person,” especially during urgent issues. Although we don’t offer live chat support, we’re working on ways to reduce response times.

I also recognize the hassle of managing multiple conversations to report a bug with our Reporting feature. I'm glad our team resolved it, though I understand it wasn’t an ideal start.

We’re here to support you moving forward, so don’t hesitate to reach out with any questions. Thanks again for your feedback—it's what drives us to improve, and we aim to make your next months with Intercom smoother.

Shay, Customer Support Manager - Intercom

Replied 25/10/2024
Ambika
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/1/2025

They have only few Integrations, and customer Support.

Overall its a good AI based Customer Service platform if they have more integration it can be used.

Pros

I like AI based Customer Service Platform.

Cons

They have only few Integrations, and customer Support.

Gary
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/1/2025

Its very Costly as compare to other platform.

Overall its good for big Enterprises not for small one.

Pros

I like customer Support chatbot, It is very easy to share.

Cons

Its very Costly as compare to other platform.

Amit
  • Industry: Architecture & Planning
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/12/2024

Customer Support is very good, smooth onboarding process

Customer Support is very good, smooth onboarding process

Pros

Customer Support is very good, smooth onboarding process

Cons

Its Cost is too expensive, price are not match with plan

Jessica
  • Industry: Logistics & Supply Chain
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/12/2024

Creating relationships with customers that last

It has allowed us to build a more personalized and engaging experience for our customers. Through improved customer experience of offering the right message at the right time, we have been able to drive customer satisfaction, decrease churn and build more effective high trust and high loyalty relationships.

Pros

Intercom has been an indispensable tool for managing our customer relationships and helping them grow. Segment audience and send customized messages, be proactive with targeted campaigns, and request feedback through app surveys. One of the most significant advantages of this platform is that it offers detailed analytics and reporting features for tracking customer behavior and engagement.

Cons

Pricing is on the higher side for small businesses or those with limited customer contact requirements, even though Intercom comes rich with features.

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
4
Customer Support
3

4
Reviewed on 20/12/2024

Enhancing Communication and Customer Engagement

Overall I am very much satisfied with intercom, making handling chats so much more comfortable and easy

Pros

it is very user-friendly and the use of macros and other features like tagging a member or transferring it to a different team makes it very much handy. The AI co-pilot is also very handy making us handle fewer chats.

Cons

how it can lag at times which required us to reload the page

Jennifer
Jennifer
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 24/1/2025

Fantastic interface for communication to our clients

Their support is excellent and they are very good at assisting.

Pros

How many features it has we have to go no where else for all the support we need for our clients

Cons

Sometimes tagging people doesnt work when importing csv (small issues)

Lucien
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/5/2024

Intercom is the leading support tool for innovative fast growing businesses

Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.

Pros

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Response from Intercom

Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!

Replied 17/5/2024
Rafael
  • Industry: Banking
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
3
Ease of Use
5
Customer Support
5

4
Reviewed on 26/9/2024

Intercom makes you feel at home.

I remember the first time I started working with Intercom. It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home.

Pros

Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation

Cons

Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.

Joemar
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/6/2024

Intercom Review

I am very satisfied in using intercom especialy in communicating with my customers

Pros

It is not buggy and the user interface is not complicated

Cons

Application linked to it is very limited to none

Rodrigo
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/5/2024

Excellent for emails management

My overall experience is very positive with Intercom and for sure I will keep using it

Pros

I love that I can track all my customers emails from one place and I love that I can see if my customer has seen my email and I can take the correct action after that.

Cons

customers informed me that emails go to spam. Not sure if thats related because comes form Intercom.

Response from Intercom

Thanks for sharing! We're happy to hear Intercom's working well for managing your inquiries. We'll check into that spam issue to keep things smooth. Your support means a lot to us!

Replied 10/5/2024
Joseph
  • Industry: Construction
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/5/2024

A Formidable and Iconic Customer Service Software.

Intercom delivers great and remarkable customer experience.

Pros

It helps to provide exceptional customer support and services effortlessly.It provides quick and instant responses to customers enquiries thus keeping our customers happy always.It is simple to engage with our customers seamlessly using Intercom.

Cons

So far so good,as I haven't experienced any flaws with Intercom.

Response from Intercom

Thanks a bunch for this awesome review! Keeping customers happy is what we're all about.

Replied 10/5/2024
Verified Reviewer
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Functionality
4
Ease of Use
3
Customer Support
1

2
Reviewed on 12/10/2023

Fairly unreliable tool

When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.

Pros

It has great features, when they are working correctly.

Cons

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.

Response from Intercom

Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM!

I also wanted to follow up on your feedback regarding our processes.

We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email.

Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully.

The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody.

Bobby

Replied 23/10/2023
Hanane
  • Industry: Marketing & Advertising
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 5/1/2024

The world of marketing

One of the best applications that I have used and still like you .For its activity and ease

Pros

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Cons

It is a distinctive application, but it is one of the expensive applications for small companies

Michelle
  • Industry: Marketing & Advertising
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 3/11/2023

Intercom is a helpful tool that can help your company expand

As the capabilities of Intercom become more widely understood, customer service can only improve. At the same time, my productivity in the office has increased because of my newfound familiarity with the team's workflow and methods. Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better.

Pros

Intercom's keyboard shortcuts are one of my favourite features, and they help make it a top-tier platform for efficient communication. By letting users include gifs, emoticons, photographs, and comments on conversations about any topic, it maintains a lively conversational atmosphere. It analyzes conversations and flags them as potentially repeated soon.

Cons

If you have a lot of active chats, the search function may take too long to return results when you need to find something specific quickly.

Jo
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
3
Customer Support
4

4
Reviewed on 20/10/2023

A love-hate relationship with intercom

Overall great but could be much better if some of the above mentioned pain points are sorted.

Pros

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

Cons

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

Farid
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/10/2023

an excellent tool for streamlining product onboarding and simplifying the adoption process.

With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable.

Pros

Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.

Cons

nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.

Zeckie
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
5
Customer Support
4

5
Reviewed on 30/4/2024

A Powerful Marketing Tool For Business

Pros

I like the email and SMS markeitng features
it comes with great live chat features.

Cons

Not a single dislike to mention here. It is all good.

Carine Sylvie
Carine Sylvie
  • Industry: Consumer Services
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
0
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 30/10/2023

Easy way ro communicate with your customer

Pros

Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.

Cons

Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.

Sheila Olivia
  • Industry: Education Management
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/8/2024

Intercom review

Intercom is our customer support tool for support and internal communication

Pros

I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier

Cons

Intercom requires a lot of time to deploy the solution fully and does not offer free WhatsApp integrations like other solutions in the market

Susie
  • Industry: Apparel & Fashion
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
1
Functionality
2
Ease of Use
2
Customer Support
3

2
Reviewed on 8/6/2024

Intercom [sensitive content hidden] supports a convicted felon with over $300k

Was an ok experience but now cancelling due to their support of a convicted felon.

Pros

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

Cons

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump

Crystal
  • Industry: Program Development
  • Company size: 201–500 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/9/2024

Live Chat support is awesome

Very happy for live support and chat feature

Pros

The ease of use and the option to use as a support chat tool and also as support article feature.

Cons

The email option isn’t easy to segment with our customer base

Mathieu
  • Industry: Accounting
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 11/9/2024

Really good but expensive

Good interface, quick search, easy to use for all the team

Pros

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Alternatives Considered

Crisp

Reasons for Switching to Intercom

We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensive

Response from Intercom

Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts.

It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.

Replied 17/9/2024
Allison
  • Industry: Real Estate
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
2
Functionality
5
Ease of Use
4
Customer Support
5

3
Reviewed on 8/8/2024

Great product if you don't mind the pay per hit pricing structure.

Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Pros

Great design and easy to use editor in their article creation feature.

Cons

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit".

Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Alternatives Considered

Product Fruits, Helpjuice, Document360 and Kustomer

Reasons for Switching to Intercom

There were a few key features that Intercom had that the others did not. Intercom was the most built out from a "no code" perspective whereas several of the others required some experience in HTML/CSS to really maximize their platforms.

Response from Intercom

Hi Allison,

Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan.

I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at [email protected].

Thanks!

Replied 20/8/2024
Gustavo
  • Industry: Management Consulting
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4

5
Reviewed on 11/10/2024

My pleasant experience with Intercom

Intercom has completely changed how we interact with our customers. The live chat feature is a game-changer, and the automated bots save us so much time by handling common questions and qualifying leads. The ability to segment and personalize messages based on user behavior has made our marketing much more effective.

It took a bit to set up, but once running, it’s incredibly efficient. The knowledge base has also reduced our support workload. While it’s not the cheapest option, the value it adds to customer engagement and sales conversions makes it worth the investment.

Pros

What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.

Cons

Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.

Joel
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/10/2024

Fantastic Product For Managing Your Support Chats

In my experience, Intercom has been great to work with. They have released some new features that are part of our general subscription which is always a bonus.

Pros

Managing and completing Support chats within Intercom is great. It is very easy to track which chats are needing urgent attention and once you have completed a chat, it is easy to snooze them until your preferred time. We have just started using the AI function which seems to be working well so far.

Cons

Occasionally, if you have lots of chats, it can be confusing to see which Support rep is working on a chat and which are free to be able to be worked on.

Jacob
Jacob
  • Industry: Telecommunications
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
4
Customer Support
5

5
Reviewed on 13/5/2024

Intercom is great for Startups

I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Pros

I love the help center and live chat.

The help center is super easy to customize and make good-looking docs.

Cons

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers.

Additionally, the ticketing solution seems like an afterthought.

Response from Intercom

Hi Jacob,
Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders.
I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected]
Thank you!

Replied 25/5/2024
Allison
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 25/3/2024

Top of the line customer support solution with lots of features.

Pros

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Cons

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

Elise
  • Industry: Nonprofit Organisation Management
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
2
Customer Support
4

4
Reviewed on 6/11/2024

Pros and Cons to Intercom.

My overall experience has been good. I have found it difficult to get the hang of in the beginning, but with practice it gets easier, and I'm finding more and more features I didn't know existed.

Pros

Intercom has a lot of features that have been very helpful in large-scale costumer support. My favorite features are the ability to assign emails, and easily writing notes to coworkers and then switching back to emailing/chatting with a client.

Cons

There is a sound that constantly plays whenever Intercom is open on the desktop. It has been very distracting when multitasking with intercom and other programs. I have never found a way to get rid of it. Another downside is how overwhelming and difficult it can be to begin using. It's not as simple as other programs.

Response from Intercom

Hi Elise, thanks so much for your review! To turn off your browser notifications go to Your account > Notifications and scroll down to Browser notifications where you can toggle the play sound off.

Replied 15/11/2024
Arjan
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
3
Customer Support
5

5
Reviewed on 25/11/2024

One of the best customer support chat tools out in the market in 2024, highly recommended!

Overall amazing experience, their customer support is also very helpful

Pros

Love the easy to use interface for my team as well as my users, ability to easily integrate Intercom into all my site pages using a custom code snippet, the intercom mobile app to track and respond to conversations and love the AI tool fin that helps automate customer conversations

Cons

I feel its a bit too expensive for early stage companies although they offer a generous discount. Also I feel the learning curve is very high, you need to watch a lot of documentation to really understand the platform

Gina
  • Industry: Staffing & Recruiting
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
4
Ease of Use
3
Customer Support
4

4
Reviewed on 24/2/2024

Intercom for Startups is Awesome

Pros

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Cons

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Verified Reviewer
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
4
Ease of Use
5
Customer Support
5

5
Reviewed on 20/11/2023

Great live chat and marketing tool

Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pros

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Cons

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

Alternatives Considered

Zendesk Suite

Reasons for Switching to Intercom

The original developers, decided it was a cost effective and easy to set-up and deploy tool, they were not wrong.
Phillip
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Functionality
2
Ease of Use
4
Customer Support
5

3
Reviewed on 20/11/2024

good for support

It's more suited for customer services and not really marketing.

Pros

We can use it to prequalify leads and guide current users to support articles

Cons

It's not very marketing and sales-friendly, lacking a few features like proper attribution and pushing full location information, including city and state, to Salesforce CRM

Aaron
  • Industry: Hospitality
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/9/2024

Tried-and-true solid customer interaction and support channel.

Very positive overall, we used it to interact with customers.

Pros

Excellent tool for interacting with customers in real-time.

Cons

It is a bit costly, but the benefits outweighed the costs.

Dylan
Dylan
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 16/12/2023

Great customer service tool

Setting up Intercom was a breeze, though the learning curve was noticeable for some of our support staff, but the live-chat and ticketing features were game-changers. We hoped for a bit more pricing flexibility, but overall, integrating it significantly improved our customer engagement and satisfaction.

Pros

The live chat tool has allowed us to provide a great customer support experience for our users, allowing them to reach us at a moment's notice to walk through their issues. The fact that we were able to just drop an embedded link into our site to enable chat with no additional effort, is just pure magic.

Cons

The main issue we had with Intercom was that the pricing was a little steep, especially as a small business.

Verified Reviewer
  • Industry: Telecommunications
  • Company size: 501–1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
3
Customer Support
0

5
Reviewed on 17/5/2024

Conversations with Team a breeze

Pros

The ability to centralize communication channels, including chat, email, and even social media, streamlines our workflow and enhances efficiency. The platform's automation features help us scale our customer interactions without sacrificing quality, and the analytics tools provide valuable insights into user behavior and satisfaction.

Cons

The pricing structure can be a bit steep, especially for smaller teams or businesses with limited budgets. Additionally, while Intercom's support is generally responsive, occasional delays in resolving technical issues can be frustrating. Overall, Intercom empowers us to deliver exceptional customer experiences, but careful budgeting and occasional patience are necessary.

Response from Intercom

Hi there,
Bobby here, I lead the support team at Intercom. Thanks for sharing this. We recently launched all new pricing designed to be accessible for everyone. And as a company offering a Support product, we want our own Support experience to be incredible (with a timely first response and timely resolution!) Sorry to see we missed on these...
I'd love to know specifics so we can improve. If you're open to chatting you can email me at [email protected]
Thank you!

Replied 25/5/2024
Tiffany
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
5

5
Reviewed on 26/9/2024

Great for Support Teams

Pros

It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox

Cons

I wish the platform had a flat rate for billing vs usage based

Rupa
  • Industry: Computer Software
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 29/11/2024

Excellent tool for live chat and customer contact

It has been great. have been using Intercom for more than 6 years now.

Pros

Its easy to setup, quick learning curve , has good set of features and excellent integrations

Cons

Learning the administration bit of it is a little tricky

David
  • Industry: Retail
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

4
Reviewed on 13/10/2024

The best - at a price

Pros

Very complete solution, probably the best in the category

Cons

It is quite expensive very others competitors out there

Simon
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Functionality
4
Ease of Use
4
Customer Support
4

4
Reviewed on 13/10/2023

A pricey but extremely competent choice of chat

Very well! everything from sales calls, onboarding, setup and support have worked very well.

Pros

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Cons

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

Alternatives Considered

HubSpot CRM

Reasons for Choosing Intercom

Needed more customization

Switched From

HubSpot CRM

Reasons for Switching to Intercom

See above
Verified Reviewer
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
4

5
Reviewed on 31/10/2024

Modern customer support platform with strong AI capabilities

Pros

Easy, intuitive UX. Strong AI capabilities.

Cons

Analytics and reporting can be a bit tricky to navigate.

ginda
ginda
  • Industry: Education Management
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 31/7/2024

BEST APP FOR LIVE CHAT

Pros

INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!

Cons

THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL

Samuel
  • Industry: Media Production
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 27/9/2024

Streamlining Customer Engagement

Pros

I’ve found Intercom to be a game-changer for our customer communication. It allows us to automate personalized messages, making our interactions feel more human while saving time. The tool has greatly improved how we guide users through our product, leading to higher engagement and better overall customer experience.

Cons

While I love using Intercom, I’ve noticed the pricing can become steep as we expand our use of the platform. It also took us some time to fully grasp the advanced features and set up the more complex workflows. For smaller teams or those just starting out, this might feel overwhelming at first.

Igor
  • Industry: Internet
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Functionality
3
Ease of Use
2
Customer Support
3

4
Reviewed on 9/12/2023

Decent software for Customer engagment

Pros

The biggest advantage of Intercom is its wide range of options. With Intercom, you can set up bulk messaging, respond to incoming messages, and create tooltips or product tours. It is a software that meets most of our business needs.

Cons

Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features. Specifically, the customer engagement options are either limited or not functioning properly. Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections. This inconsistency can be quite frustrating.

Magdalena
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Weekly for 6-12 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
5
Customer Support
0

5
Reviewed on 30/6/2024

Comprehensive and easy to lift off

Pros

Particularly effective in dynamic, customer-centric industries like SaaS, e-commerce, digital services. Real-time communication and delivering personalised customer interactions are unbeatable. Valuable tool for boosting customer engagement and improving support efficiency. Very easy to set up and build on, meaning customers can get support from day 1. Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to resolve the truly important issues.

Cons

Wish the welcome tour feature would be available to lower paid tiers.

rohit
rohit
  • Industry: Information Technology & Services
  • Company size: 2–10 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
4

5
Reviewed on 24/6/2024

Best of the product with simple process

Its quit great experience with have some software And techincal process

Pros

effect And process with simple And advance process

Cons

budget is only the high in the process but Advance process with accurate report

Haruki
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
5
Customer Support
4

4
Reviewed on 19/1/2025

Love the automation capabilities

Pros

I love how Intercom's abilities to automate repetitive tasks like the initial message to engage prospects and ensure the lead is accurately routed to me, instead of another rep who doesn't own the territory. The ability to identify the prospect's behavior on our website is very helpful.

Cons

While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic.

1,095 reviews

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