15 years helping Canadian businesses
choose better software
Intercom
What Is Intercom?
Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up the team to work on higher value customer conversations.
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.
Not sure about Intercom?
Compare with a popular alternative
Intercom
Other great alternatives to Intercom
Reviews of Intercom
Easy way ro communicate with your customer
Pros:
Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.
Cons:
Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.
Alternatives Considered:
Great live chat and marketing tool
Comments: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.
Pros:
It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.
Cons:
Many features can be found behind a paywall and their tiers of service and bundles are not very clear.
Fairly unreliable tool
Comments: When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.
Pros:
It has great features, when they are working correctly.
Cons:
There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.
Intercom Response
2 months ago
Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM! I also wanted to follow up on your feedback regarding our processes. We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email. Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully. The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody. Bobby
Intercom is a great support system tool
Comments: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.
Pros:
Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.
Cons:
Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.
Alternatives Considered:
A pricey but extremely competent choice of chat
Comments: Very well! everything from sales calls, onboarding, setup and support have worked very well.
Pros:
Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.
Cons:
The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.
