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 824 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
Susanna
Company size: 11-50 employees
Industry: Hospital & Health Care
Time used: More than 2 years
Review Source: Capterra
This review was submitted organically. No incentive was offered
December 2020
Unreponsive and caused a severe service disruption
When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.
Pros
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.
Cons
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.
Response from Intercom
Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services. Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now. Thanks again for this post, Kate (Intercom - Customer Engagement)
Replied December 2020
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.
