Intercom Software
FrontRunners
About Intercom
Intercom is a sales, marketing and support solution platform that acquires, engages and supports customers through its bot-based algorithm, targeted emails, push and in-app messages, and an integrated help desk. It caters to sales teams across all industries by helping them automatically send targeted messages on a 24/7 basis, as well as chatting with leads to eventually convert them into customers.
Intercom auto-assigns leads through round-robin or in a direct manner depending upon the location and owner of the account. The browsing behavior, Clearbit data and referral URLs are continuously tracked by the app. The software also helps in organizing multi-channel conversations.
Intercom offers a plethora of other features that include group conversations, custo...
Intercom Pricing
Intercom Essential: from $38/month Intercom Pro: from $75/month Intercom Premium: Custom pricing Recommended add-ons: - Custom Bots from $99/mo - Answer Bot from $99/mo - Product Tours from $119/mo - Help Center Articles from $49/mo
Starting price:
$38.00 per month
Free trial:
Available
Free version:
Not Available
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Intercom collaboration screenshot
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Intercom User Reviews
OVERALL RATING
Showing 1 - 5 of 823 reviews
Brandon
Company size: 11 - 50 employees
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
June 2021
Intercom is a powerful Customer Support Tool
Brendon
Verified reviewer
Company size: 11-50 employees
Industry: Computer Software
Time used: More than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
June 2022
Highly recommended if you are looking for a tool that you can integrate with other sales and support
Pros
Highly recommended for systems and tools integration. If you use other platforms that need lead and sales generation, this might be the one you are looking for.
Cons
A little pricy compared to other solutions.
Graziela
Company size: 501-1,000 employees
Industry: Information Technology and Services
Time used: Less than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
June 2022
Great tool with some improvements needed, but a great ally for support and sales
INtercom is very nice, their support, account managers super efficient. At the same time it has points for improvement from what I've seen from competitors I still prefer the package offered by Intercom
Pros
- Chatbots in code - User-friendly when it comes to aesthetics - Fast and efficient support - It has a learning track which makes it easy for new developers
Cons
- Data analysis within the platform is quite poor, which brings the need to cross-check with other tools - Exporting data results in lack of standardization - Lack of governance to access team settings like macros, for example
Reasons for choosing Intercom
I was not in the decision making, I arrived at the company and Intercom was already a hired tool
Anonymous
Company size: 2-10 employees
Time used: Less than 2 years
Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
May 2022
Good entry into chat and support
Intercom was great! Good was to start out and decide what your business needs, I just wouldn't keep it once a business scales.
Pros
Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications.
Cons
When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record.
Anonymous
Company size: 11-50 employees
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
March 2022
Good product let down by atrocious customer support and shady pricing practices
We've been with Intercom for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect.
Pros
The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive. Outbound campaigns are really nice as is the knowledgebase.
Cons
Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats. The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.
