What is Intercom?
Pros from reviewers
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Time-saving tool: Intercom is valued for its ability to save time, particularly through features like macros that prevent the need for retyping responses to similar questions across multiple chats or emails
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Comprehensive all-in-one solution: Intercom is seen as a comprehensive solution for customer support, with features like the Help Center, proactive supports, and integrations with other software like Slack.
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Automation capabilities: The software allows for a significant amount of customer support to be automated, simplifying the delivery of support through articles and a growing knowledge base
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Quick response and solution provision: Intercom is designed to provide quick answers or solutions to user queries, either through relevant articles or by deploying a customer success manager for more complex issues
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Ease of use: Intercom is praised for its user-friendly interface and intuitive features, making it easy for both administrators and users to navigate and utilize the software
Cons from reviewers
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Limited chat flow capabilities: Some users have found the chat flows to be less advanced and customizable than they would like, and have reported that they cannot export contact information with their leads
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Lack of real-time customer input visibility: Some users miss a feature from previous software that allowed them to see the customer's input before they sent it, enabling quicker responses
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Bugs and technical issues: Some users have reported that the software is plagued with bugs, with updates often being lost or rejected due to server-side exceptions. The technical support has also been criticized for denying the existence of issues or blaming them on the user
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Limitations in language support: Intercom does not support multiple locales in articles and messages, necessitating the creation of multiple versions of the same messages in different languages
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High pricing and confusing pricing structure: Some users have criticized Intercom for its high pricing and confusing pricing structure, with many features requiring additional payment and being locked behind additional pricing plans.
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
Main features
Starting Price
Free Plan
Automate conversations
Multilingual support
Performance analytics
Chat with your customers in real time
Easily onboard new customers
Starting Price
$74
/ month
Free Plan
No
Automate conversations
Multilingual support
Performance analytics
Chat with your customers in real time
Easily onboard new customers
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
How Intercom compare to similar software?
Product
Price
$74
/ month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
LiveChat and Intercom are distinguished players in the customer communication management arena, each offering distinctive features tailored to different business needs. Understanding the differences between these two platforms can greatly aid in choosing the most suitable solution for your customer engagement strategies.
LiveChat specializes in providing a streamlined, direct communication interface between businesses and their customers. Known for its simplicity and effectiveness, LiveChat is primarily focused on enhancing customer support through real-time chat functionality. It boasts a highly intuitive interface that makes it easy for support teams to manage multiple conversations, offering features such as canned responses and chat tags to increase efficiency. LiveChat is particularly beneficial for businesses that require a straightforward, focused solution to handle customer inquiries quickly and boost sales conversions through immediate interaction.
Intercom, in contrast,...
Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales. Zendesk started as a customer support request SaaS, a legacy that continues today with its robust ticketing and customer messaging solutions. In contrast, Intercom aims to provide an all-in-one business communication platform to support, engage, and convert customers with sales and marketing functions. An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t.
Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell,...
Freshchat and Intercom are two leading customer messaging platforms designed to enhance customer engagement and support for businesses. While they share common functionalities, key differences can significantly influence your choice between the two.
One of the most noticeable distinctions is the user interface and overall user experience. Freshchat is known for its intuitive and streamlined interface, making it accessible for teams with varying levels of technical expertise. It offers a straightforward setup and easy navigation, which is particularly appealing to small to medium-sized businesses looking for a user-friendly solution. Intercom, on the other hand, provides a more feature-rich interface, which, while powerful, may present a steeper learning curve. Its comprehensive toolset is designed for businesses that require advanced customization and deeper engagement analytics.
Another critical factor is the approach to customer engagement. Freshchat excels in providing a unified...
Who is Intercom best for according to our reviewers?
B2B SaaS Businesses: Intercom is a comprehensive all-in-one solution for B2B SaaS businesses, offering a range of features from chat support to product tours
Content Creators: Those responsible for creating and maintaining help articles can benefit from Intercom's easy-to-use platform and continuous improvements to the help center.
Small Businesses: Despite some criticisms about pricing, small businesses may find value in Intercom's advanced features and integrations, such as the chatbot and product tours
Customer Support Teams: Intercom is ideal for customer support teams as it allows a significant amount of customer support to be automated and simplifies its delivery through articles and a growing knowledge base
Sales Teams: Sales teams can benefit from Intercom's quick response feature and the ability to automate responses to common queries, saving time and increasing productivity
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
Intercom Reviews
4.4
Intercom rating
29 Intercom Reviews
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Christina Smith
Experiencing Intercom's Unique Approach to Customer Support and CRM Integration Challenges
During the sales process, I was thrilled to hear that Intercom could potentially integrate with our CRM (Dynamics 365). After signing up, I found out that this wasn't the case, but I was optimistic about finding a workaround. What really makes Intercom shine is their unique approach to customer support. Their team takes their time to thoroughly address requests, ensuring that they provide the best solution possible. It can take anywhere from a week to over a month and a half, but I appreciate their dedication to quality over speed. Additionally, I was pleasantly surprised when our contract auto-renewed, as it showed me their commitment to maintaining our business relationship. They are truly honoring their own terms of service.
October 21, 2024
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Edward
Exploring Intercom: A Deep Dive into Features and Functionality
The software's intricate features can initially be overwhelming, but their customer support is always available to assist me. I am impressed by the chatbot, which is world-class and highly customizable, capable of managing up to 50% of conversations. Their product tours are the best I've encountered. However, the inbox is not ideal for email conversations and the articles could benefit from more customization options. I selected Intercom due to its superior user interface and more convenient chatbot and product tours. I transitioned to Intercom because I wanted to be more connected with my customers and create top-tier self-service opportunities.
October 12, 2024
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Russell Johnson
Efficient Customer Interaction Management with Intercom's Push Notifications
I've found the push notifications feature in Intercom very useful. It ensures that we never miss any important customer interactions
October 7, 2024
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Barbara W
Intercom: Empowering Customer Success, Support, Marketing and Sales in B2B SaaS
I've been using Intercom for my B2B SaaS business since 2018 and it's been an ideal solution. The platform has significantly evolved over the years, introducing many new features that make it a comprehensive all-in-one solution. The only drawback is the purchasing process, which requires multiple calls with sales representatives where I have to retell my story. For startups, I recommend choosing a solution that is quick to implement and easy to use. After researching many different solutions, I chose Intercom because it was top-tier. I switched to Intercom because I needed a superior platform that could manage everything from one place.
September 30, 2024
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Jessica R
Superior Lead Capture with Intercom
Intercom makes it easier for me to communicate with customers and acquire new ones, although I wish the chat flows were more advanced and customizable. I found a learning curve with these chat flows and I believe I can't export contact information with my leads. I use Intercom for capturing emails and names, integrating with Hubspot and other software for easy lead closure, and creating chat flows to communicate with customers faster, saving me time. However, I wish I could combine actions on Intercom and the Hubspot integration isn't perfect - I'd prefer specific field matching. Also, the chat flow capabilities are limited. I chose Intercom because it was recommended by other entrepreneurs. I switched to Intercom from a free plan with LiveChat after a year because we were part of an Incubator. When the year ended, I wanted to consider other options. Intercom offered us a startup plan, which ended up being cheaper than LiveChat.
September 24, 2024
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Jesse Smith
Intercom: Empowering Customization for Tailored Solutions and Branding
I appreciate the customization options that Intercom offers. It allows us to tailor the software to fit our specific needs and branding
September 17, 2024
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Patrick A
Incredibly User-Friendly.
I find Intercom extremely easy to work with, both as a platform and as a company. I have nothing but praise for its ease of use, available features, and usability.
September 8, 2024
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Orson S
Valuable Insights with Intercom's Reporting Feature
The reporting feature in Intercom is top-notch. It provides us with valuable insights into customer behavior, helping us make data-driven decisions
September 3, 2024
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Thomas Williams
Software is excellent, but pricing and support are appalling.
The software itself is unparalleled, and the AI bot (FIN) is quite impressive. The help center is also excellent. However, I find it a bit challenging to follow email streams, and personally, I prefer our previous software (helpcrunch), but I acknowledge that Intercom has superior functionality and features. The pricing, though, is exorbitant. As a small business, we're paying over $4 per month for just 5 seats. In comparison, our previous solution, which was almost as good, cost around $165. We're also charged $.99 for every AI bot answer, and many features are locked behind additional pricing plans. The pricing structure is confusing, and their claim of transparent pricing is laughable. Recently, we discovered that the AI bot, which we've been using for weeks and have already spent about $15 on, has been disabled. When we asked why, we were told it's suddenly 'not included in the plan'. Now they're asking about our usage, presumably to lock us into another year of higher pricing. Unlike other providers, everything is contracted; it's not pay-as-you-go. Overall, I can't stand the company, and I find their sales approach rep
August 26, 2024
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Denise Davis
Intercom: A Powerful Tool for Streamlined Support and Enhanced Productivity
I find Intercom to be a time-saving tool that allows me to easily access and update Macros and articles in the help center. It simplifies the process of submitting tickets to the appropriate department for addressing user issues. I appreciate its ease in finding articles and macros to share with my clients. The inclusion of emoticons and gifs in the conversation is a nice touch. However, I miss a feature from previous software that let me see the customer's input before they sent it, allowing me to respond quickly. I switched to Intercom mainly because the singing macros help me accomplish more in less time. I don't have to retype my entire response each time when answering similar questions in multiple chats or emails, which has significantly boosted my productivity.
August 18, 2024
