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 ...


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765 Reviews of Intercom

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August 2019

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Liam from Pinnacle 21

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

August 2019

Not Much Competition

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pros

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Cons

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

Reasons for Choosing Intercom

The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.

Reasons for Switching to Intercom

Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.

February 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

February 2021

More than a messaging platform

We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Pros

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Cons

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Reasons for Choosing Intercom

While being a bit more expensier than the competition, the overall quality of Intercom's is hard to match.

Reasons for Switching to Intercom

Our team needed a more robust messaging platform.

Response from Intercom

Replied February 2021

Thanks so much for letting us know how Intercom is helping you manage your communications with your customers and teams. Thanks too for you feedback regarding our pricing and packaging. Our aim is to align the price you pay to the value you see, and it's a difficult one to get this right for every type of business model. I'll make sure to pass your comments on to the right team. Thanks again, Kate (Intercom - Customer Engagement)

April 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

1.0

Functionality

3.0

April 2021

Cool but hard to understand the final price (and could be expensive)

Pros

Very esay to use. Good interface. Easy to implement and detect loginusers. Cool feauters

Cons

So hard to know final cost. prices are always a mistery. Diferrence of essential and pro are also hard to undesrstand.

Reasons for Choosing Intercom

Price for one year for startups and easy to instal

Response from Intercom

Replied May 2021

Thanks for leaving us this review and letting us know how easy to use you have found our tools. We're constantly working on ways to not only better align the costs you pay with the value you see, but also to make the billing process more accessible. I'll make sure to forward your feedback on to the team responsible. Thanks again, Kate (Intercom - Customer Engagement)

May 2021

De from NA

Company Size: 2-10 employees

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

1.0

Functionality

4.0

May 2021

NOT $39 starting price anymore. $59 a month for basic chat function

My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Pros

It's "popular" and works well if your company is enterprise sized.

Cons

If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

Response from Intercom

Replied June 2021

Hi De, Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case. When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

February 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

February 2021

Engagement with Customers is Great!

It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

Pros

I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

Cons

There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

Reasons for Choosing Intercom

At the time, I believe Intercom had been around a bit longer, so offered features outside of just the support desk functionality.

Response from Intercom

Replied March 2021

Thanks for taking the time to leave us this review and let us know how Intercom is helping you create unique, engaging customer journeys as well as integrate so well with your existing etch stack :) Thanks for your feedback regarding our support response times. These vary based on the urgency of the issue as well as plan, but we always aim to get back as soon as possible. I'll make sure to pass this feedback on to our team here. Thanks again, Kate (Intercom - Customer Engagement)

October 2020

Damola from Mercurie Labs

Company Size: 2-10 employees

Industry: Internet

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

October 2020

Supercharge Your Customer Interactions

I am able to deploy a simple interface that helps customers interact with our team while they use our software. The team is also able to get direct notifications on their email, Smartphone apps and Slack (via the Intercom<>Slack integration) and respond promptly to queries. I am able to deploy product tours to users while they use our software. It helps us scale our support in ways we couldn't get done in the past. Finally, we are able to assess user actions across various touchpoints and sections of our software. We are also able to gauge our performance with supporting users. i.e. response time, user satisfaction with support interections etc. All together, Intercom is one of the best decisions we've made as a startup so far!

Pros

I like that users are able to reach us at Mercurie for our flagship product. I also love that we are able tosend them emails triggered by rules set by us. I also love the various apps I can integrate to our company account. It has made interaction with users so much easier and richer. I almost forgot the in-app tours and the new features they release every month. As a leader in a startup that owns a SaaS solution, I am always inspired by Intercom every time I use it. As a user, I am all to delighted every time I interact with the software.

Cons

To be honest, nothing really. Maybe the learning curve that comes with figuring it out at first, but they have a robust help centre and academy that resolves areas where we lack clarity.

Reasons for Choosing Intercom

Again, Intercom is pretty simple and quite frankly, the user interface is just too aluring. If I could find a more appropriate experience I have with the interface, it could be enchanting and for the software, delightful.

Reasons for Switching to Intercom

We felt it was pretty expensive and have sever limitations on the free tier.

Response from Intercom

Replied October 2020

Thanks for leaving us this review Damola. It's wonderful to hear that Intercom is helping you communicate and interact with your users in such a rich way! You're right that the learning curve with Intercom can be pretty steep as the tool is so powerful, and our Product Education team are hard at work creating content to help at every step. Make sure to check out our free online Intercom Academy courses, webinars and our new customer community Interconnected, as these are all great ways to continue your learning. Thanks again, Kate (Intercom - Customer Engagement)

March 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

March 2021

My favourite support tool

Only good experience overall Great support team Price could be better

Pros

Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided

Cons

Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

Reasons for Switching to Intercom

Ease of use, ease of implementation, better end user experience

Response from Intercom

Replied March 2021

Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience. I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here. Thanks again, Kate (Intercom - Customer Engagement)

March 2021

User Profile Picture

Brandon from gShift

Verified Reviewer

Company Size: 11-50 employees

Industry: Internet

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

March 2021

Intercom is a powerful Customer Support Tool

Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

Pros

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Cons

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Reasons for Choosing Intercom

Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.

Response from Intercom

Replied April 2021

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool. Thanks again, Kate (Intercom - Customer Engagement)

January 2021

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2021

Amazing customer support

Great experience, we switched over from Sendgrid and prefer Intercom despite the higher price

Pros

The customer support is the most responsive I've ever had from a messaging / email software. We use the email because it's already integrated into our messaging and support software, so we don't have to do any import of the contacts.

Cons

It's not super intuitive or the easiest to use sometimes, like all enterprise level software it can get a bit complicated. It's also not built out for email, e.g. we also can't create unsubscribe groups on email which is a bit annoying.

Reasons for Switching to Intercom

Sendgrid actually lost all of our contacts and have terrible support

Response from Intercom

Replied January 2021

Thanks for letting us know you have had such a good experience with Intercom since swapping from Sendgrid. I've made sure your feedback regarding email capabilities has been sent to the product team - it's an area of focus for us. Kate (Intercom)

July 2020

User Profile Picture

Miquel from MonkingMe

Verified Reviewer

Company Size: 2-10 employees

Industry: Music

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

July 2020

Good for startups

You can apply to a startup program, which costs 49$/month. Money is worth it.

Pros

To send push notifications without building anything from your end.

Cons

You can't send images on the push notifications

Reasons for Switching to Intercom

Firebase console is (or was terrible at that moment) for sending push notifications.

Response from Intercom

Replied July 2020

Thanks so much for leaving us this review Miquel. It's great to hear that you're taking advantage of our early stage program - it really is an incredible offer and we're working on ways to make it even better! Kate (Intercom - Customer Engagment)

January 2021

Grégoire from WisePops

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

2.0

Customer support

1.0

Functionality

5.0

January 2021

Great product, poor pricing and support

Intercom helped us provide better support and engage more visitors and clients.

Pros

Intercom is super easy to use and implement. It's packed with time-saving features.

Cons

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features.

Reasons for Choosing Intercom

It included a knowledge base.

Response from Intercom

Replied January 2021

Hi Gregoire, thanks for leaving us this review. I'm happy to hear we're helping you better support and engage your customers. I've let your account rep know about your support experience as this is not what we expect. Kate (Intercom)

November 2020

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

3.0

Functionality

5.0

November 2020

A true ecosystem

We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Pros

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Cons

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

Response from Intercom

Replied November 2020

Thank you so much for leaving us this review. I just shared your comments with our Product team and it mad their day! Especially the team working on our Series product :) I also really appreciate your feedback on our costs and support wait times, even more so considering you have been such a loyal and log-term customer. As of late our reply times have unfortunately slowed but we've been working (and hiring!) diligently to speed things back up to the expected turnaround times. That said our reply times do range from a few hours to a few days based on subscription (Premium receives the fastest turnaround time) and nature or urgency of the query. When it comes to costs we always aim to align these with the value you are seeing so if you feel this is not the case please do get in touch with the team via the messenger to chat through your options. Thanks again, Kate (Intercom - Customer Engagement)

December 2019

Peter from OhMD

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

December 2019

Complete Package

We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Pros

Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Cons

While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Reasons for Choosing Intercom

We didn't know it until we saw it but we could get so much more with Intercom than just a ticket system.

Reasons for Switching to Intercom

Features and just the overall shift in how we could use the tool to communicate with out clients.

Response from Intercom

Replied December 2019

Hi Peter, We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication. Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us. Kate (Intercom - Customer Engagement)

August 2019

User Profile Picture

Nathaniel from Fons

Verified Reviewer

Company Size: 2-10 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

5.0

August 2019

The really bridge the gap between customers and our service

Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

Pros

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

Cons

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

Reasons for Choosing Intercom

We use this Intercom for our help center, to convert leads, and to help our customers. There are many more features/integrations we don't use but that would be useful in the future as we scale.

January 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Customer support

4.0

Functionality

3.0

January 2019

Lots of Features but Frustrating When Messages Get Lost

Our team used intercom to support a large team of contractors that would frequently visit our website and work with us on a regular basis. We frequently use the "segment" feature to learn more about our population and to send out messages to certain segments. We also used a variety of integrations. For example, we used upscope.io so that we could immediately screenshare with any user who was on our website if they sent us a message on intercom that they needed help. The user would get a popup asing if they want to let the administrator view their screen and they just need to click "ok." That's it. It's that easy. Upscope.io integrates directly with intercom. You can also add Google Calendar to intercom so that intercom users can schedule a call with a teammate directly.

Pros

Intercom allows for various quasi-queries, integrations, and outound messasges to your users. This is very helpful and is not available in all of the other customer support platforms that I have used. You can find out information about your customer population. You can send messages to only CERTAIN "segments" of your customer population. You can also integrate with a WIDE variety of other softwares to really up your customer support game.

Cons

Intercom does not show all of the user messages together unless you open their profile OR they send their message as a response. So, for example, if a customer sends you a message, then 10 minutes later they create a new chat and send a new message, those messages are not linked togather unless you open their profile. I have had the experience of different agents answering the two messages or of answering one message only to see that the same user had sent a correction to their message. This is very frustrating. It can also be difficult for users to locate the knowledge base which leads to more inbound messages. Intercom is trying to solve this by bot responses, but this is something you may have to pay for.

July 2020

Beat from qsv.ch - Internet-Service

Company Size: 2-10 employees

Industry: Internet

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

2.0

Functionality

4.0

July 2020

Advertising for Intercom in every E-Mail

We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Pros

+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details.

Cons

- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only.

Reasons for Choosing Intercom

In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail.

Response from Intercom

Replied July 2020

Thanks for taking the time to leave us this review Beat and letting us know about your intercom experience. I'm sorry to hear that we're not the right fit for you at this time, but thank you for sending us your feedback. Kate (Intercom - Customer Engagement)

October 2019

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Jennie from Care2Rock

Verified Reviewer

Company Size: 2-10 employees

Industry: Internet

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

3.0

October 2019

A Great Lead Capture

Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pros

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

Cons

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

Reasons for Choosing Intercom

Intercom was recommended to us from other entrepreneurs.

Reasons for Switching to Intercom

We were on a free plan with LiveChat for a year because we were part of an Incubator. When the year ended, we wanted to consider other options. Intercom gave us a startup plan, so it ended up being cheaper than LiveChat.

November 2019

David from Codeable

Company Size: 201-500 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2019

Intercom is The Best chat/support tool available

The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Pros

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Cons

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Response from Intercom

Replied November 2019

A big thank you from the team here at Intercom for your kind words David!

May 2021

Olivia from Omni Financial

Company Size: 51-200 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

1.0

Functionality

4.0

May 2021

Terrible customer service and onboarding

Onboarding was absolutely horrific. We even complained during onboarding about our rep. Basically our onboarding meeting comprised of --> Please log in and share your screen with us...now, what questions do you have for us? Excuse me? This is your product, what do you mean what questions we have? Everything, including how to set up and use your products. But the answers we got was basically the same, to look up the help center and let them know if any questions. It was terrible. The sales process was more informative than the actual onboarding. Awful response time from customer service. Can only chat, no calls. You're basically on your own once you pay them.

Pros

The product once you get past the setting up and figure out everything on your own, is great and meets our needs. It's easy to chat with leads and customer and easy to install on any websites.

Cons

Onboarding was a nightmare. Their help center is not all that helpful. You can only chat with customer service via the chatbot. It takes them 8 hours to over a day to respond back, if you're lucky (which is quite ironic for selling a chatbot product but they have zero urgency on their own). Everything costs extra, every feature is priced separately.

Reasons for Choosing Intercom

Because they sold us on a pretty user interface and intuitive product. While it seems intuitive for just setting up the chat bot and doing the chat daily, setting the integration and security etc are not intuitive at all.

Response from Intercom

Replied May 2021

Hi Olivia, thank you for leaving us such a thorough and frank review. I'm glad that you found the tools meet your business needs but am sorry to hear our onboarding and support did not meet your expectations. I will personally be taking this feedback to the teams involved to help inform future improvements we can make here. Thank you for sharing this with us. Kate (Intercom - Customer Engagement)

February 2021

Joan from Flash Projects

Company Size: 2-10 employees

Industry: Media Production

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Profesionalidad

En general nuestra experiencia con este software es muy buena ya que nos ha permitido ayudar a nuestros clientes de una forma profesional y rápida.

Pros

Lo que mas nos ha gustado del software es la profesionalidad con la que ven nuestros clientes la interfaz y la facilidad que tienen de comunicarse con nosotros, además cabe destacar que muchas veces a través de las respuestas configuradas que tenemos muchos clientes encuentran su respuesta sin tener que contactar con un agente.

Cons

Lo que menos nos ha gustado por decir algo que es un software que incluye unos planes con un precio muy elevado y podría incluir alguno más asequible para empresas más pequeñas.

Reasons for Choosing Intercom

Elegimos usar Intercom debido a su fácil funcionamiento y integración y a la vez la profesionalidad de su interfaz de cara a los clientes sin tener que configurar excesivamente.

Response from Intercom

Replied February 2021

Thanks for letting us know how Intercom is helping you embrace conversational support and how you're making the most of our automation features too! I'll make sure your feedback regarding our pricing and packaging get back to the team. We always aim to align the cost you pay with the value you see and it's hard to get that right for every type of business model. Thanks again, Kate (Intercom - Customer Engagement)