What Is Intercom?

Intercom is redefining how businesses support their customers using powerful messaging and automation. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Who Uses Intercom?

Intercom has over 25,000 paying customers all over the globe including Atlassian, Meta & New Relic.

Intercom video Intercom Software - The Intercom Messenger Intercom Software - Support Bots Intercom Software - Shared Inbox Intercom Software - In-Product Engagement Intercom Software - Intercom Surveys

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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
Verified Reviewer
PM in US
Verified LinkedIn User
Computer Software, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Engagement with Customers is Great!

5.0 2 years ago

Comments: 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.

Intercom Response

2 years ago

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)

Verified Reviewer
IT Specialist in Mexico
Verified LinkedIn User
Internet, 11-50 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

More than a messaging platform

5.0 2 years ago

Comments: 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.

Intercom Response

2 years ago

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)

Grégoire
Head of Growth in France
Marketing & Advertising, 2-10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great product, poor pricing and support

5.0 2 years ago

Comments: 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.

Intercom Response

2 years ago

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)

Verified Reviewer
Customer Success Executive in UK
Verified LinkedIn User
Internet, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

A true ecosystem

5.0 2 years ago

Comments: 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.

Intercom Response

2 years ago

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)

Peter
Dir. User Experience in US
Health, Wellness & Fitness, 2-10 Employees
Used the Software for: 1+ year
Reviewer Source

Complete Package

4.0 3 years ago

Comments: 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.

Intercom Response

3 years ago

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)