Intercom
About Intercom
Intercom Pricing
Starting price:
$39.00 per month
Free trial:
Available
Free version:
Not Available
Most Helpful Reviews for Intercom
1 - 5 of 984 Reviews
Brandon
11 - 50 employees
Used more than 2 years
OVERALL RATING:
4
Reviewed June 2021
Intercom is a powerful Customer Support Tool
Jennie
Verified reviewer
Internet, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed 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
Reason 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.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed 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.
PROSI 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!
CONSThere 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.
Reason 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.
Vendor Response
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)
Replied March 2021
De
Financial Services, 2-10 employees
Used more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed 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.
PROSIt's "popular" and works well if your company is enterprise sized.
CONSIf 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.
Vendor Response
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.
Replied June 2021
Hanane
Marketing and Advertising, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
The world of marketing
One of the best applications that I have used and still like you .For its activity and ease
PROSIt is one of the best applications in terms of ease of use .It contains many features that help customers in marketing
CONSIt is a distinctive application, but it is one of the expensive applications for small companies
Reasons for switching to Intercom
Because this application is inexpensives