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What Is Intercom?

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Who Uses Intercom?

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, rely on Intercom to deliver efficient and personal customer experiences at scale.

Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.

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Reviews of Intercom

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.4
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jacob
Jacob
Head of Customer Success in US
Verified LinkedIn User
Telecommunications, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is great for Startups

5.0 2 months ago

Comments: I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Pros:

I love the help center and live chat. The help center is super easy to customize and make good-looking docs.

Cons:

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought.

Intercom Response

2 months ago

Hi Jacob, Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders. I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected] Thank you!

Seseyon
Customer Relations Officer in US
Financial Services Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Fast and efficient unified response with Intercom

5.0 2 months ago

Pros:

I like i live chat with customer support. Has centralized our customer data and ability to integrate. Also i like it’s real time sending of message.

Cons:

I think all features are useful, no dislike.

Susie
founder in US
Apparel & Fashion, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Intercom [sensitive content hidden] supports a convicted felon with over $300k

2.0 2 months ago New

Comments: Was an ok experience but now cancelling due to their support of a convicted felon.

Pros:

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

Cons:

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump

Lucien
VP of GTM in UK
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is the leading support tool for innovative fast growing businesses

5.0 2 months ago

Comments: Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.

Pros:

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons:

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Intercom Response

2 months ago

Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!

Verified Reviewer
Verified LinkedIn User
Telecommunications, 501–1,000 Employees
Used the Software for: 1-5 months
Reviewer Source

Conversations with Team a breeze

5.0 2 months ago

Pros:

The ability to centralize communication channels, including chat, email, and even social media, streamlines our workflow and enhances efficiency. The platform's automation features help us scale our customer interactions without sacrificing quality, and the analytics tools provide valuable insights into user behavior and satisfaction.

Cons:

The pricing structure can be a bit steep, especially for smaller teams or businesses with limited budgets. Additionally, while Intercom's support is generally responsive, occasional delays in resolving technical issues can be frustrating. Overall, Intercom empowers us to deliver exceptional customer experiences, but careful budgeting and occasional patience are necessary.

Intercom Response

2 months ago

Hi there, Bobby here, I lead the support team at Intercom. Thanks for sharing this. We recently launched all new pricing designed to be accessible for everyone. And as a company offering a Support product, we want our own Support experience to be incredible (with a timely first response and timely resolution!) Sorry to see we missed on these... I'd love to know specifics so we can improve. If you're open to chatting you can email me at [email protected] Thank you!