Intercom Pricing, Features, Reviews & Alternatives

Intercom

The #1-rated Business Messenger for customer relationships.

4.5/5 (761 reviews)

Intercom overview

What is Intercom?

Intercom is a Conversational Relationship Platform (CRP).

With Intercom, you can build better customer relationships through personalized, messenger-based experiences across the customer journey.

The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to deliver conversational customer experiences through chat, bots, and personalized messaging.
www.intercom.com

Pricing

Starting from
$38/month
Pricing options
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Germany, United Kingdom

Supported languages

English, Chinese (Traditional), Portuguese, Danish, Russian and 17 other languages, Swedish, German, Turkish, Hebrew, Hungarian, Italian, Indonesian, Japanese, Chinese (Simplified), Spanish, Finnish, Dutch, Korean, Norwegian (Bokmal), Czech, Arabic, French
Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profilesIntroduction to the MessengerIntercom screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right timeIntercom screenshot: A/B test messages to continually improve performanceIntercom screenshot: Announce new features and products with targeted emails to usersIntercom screenshot: View team performance and plan ahead with Intercom reportsIntercom screenshot: Modern MessengerIntercom screenshot: Send auto-messages to website visitorsIntercom screenshot: Save commonly used repliesIntercom screenshot: Suggested ArticlesIntercom screenshot: Smarter Knowledge BaseIntercom screenshot: Smart campaigns for marketing automation
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Intercom user reviews

Value for money
Features
Ease of use
Customer support
  4.0
  4.3
  4.4
  4.3
Liam M.

Not Much Competition

Used weekly for 6-12 months
Reviewed 2019-08-01
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

Engagement with Customers is Great!

Used daily for 2+ years
Reviewed 2021-02-25
Review Source: Capterra

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.

Response from Intercom


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)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Anonymous

My favourite support tool

Used daily for 2+ years
Reviewed 2021-03-15
Review Source: Capterra

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

Response from Intercom


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)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Susanna N.

Unreponsive and caused a severe service disruption

Used daily for 2+ years
Reviewed 2020-12-02
Review Source: Capterra

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Pros
When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Cons
Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Response from Intercom


Hi Susanna,

I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

Thanks again for this post,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Anonymous

More than a messaging platform

Used daily for 1-2 years
Reviewed 2021-02-13
Review Source: Capterra

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.

Response from Intercom


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)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Intercom pricing

Starting from
$38/month
Pricing options
Free trial
Subscription
View Pricing Plans

Intercom Essential: from $38/month

Intercom Pro: from $75/month

Intercom Premium: Custom pricing


Recommended add-ons:

- Custom Bots from $99/mo
- Answer Bot from $99/mo
- Product Tours from $119/mo
- Help Center Articles from $49/mo

Intercom features

API
Analytics/ROI Tracking
Campaign Management
Contact Management
Customizable Branding
Data Import/Export
Engagement Analytics
Multi-Channel Marketing
Performance Metrics
Reporting/Analytics
Search/Filter
Social Media Integration
Template Management
Third Party Integrations

Activity Dashboard (536 other apps)
Alerts/Notifications (408 other apps)
Campaign Analytics (429 other apps)
Content Management (456 other apps)
Customizable Templates (440 other apps)
Reporting & Statistics (546 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Intercom

Key features of Intercom

  • Team inbox
  • Customer user profiles
  • Real-time updates
  • Email campaign creation
  • A/B testing
  • Audience segmentation
  • Issue resolution
  • Live user data
  • Personalized reply templates
  • Real-time performance monitoring
  • Key message grouping
  • User event tracking
  • Intercom app for iOS
  • Behavior triggered messages
  • Conversation search
  • Rich message composer
  • Message tagging
  • In-app message/ email composer
  • Team assigning
  • Inbound email address
  • Message scheduling
  • Collaborative team inbox
View All Features

Benefits

With automated answers and interactive apps, Intercom’s Business Messenger enables more than just chat, so you and your customers can get things done efficiently.

Build segments and trigger-based auto messages, allowing you to increase engagement by 2X and new feature adoption by serving the right messages at the right time.

Cut first response times to support questions in half with an end-to-end support solution, and deliver great, real-time customer experiences with live chat.

Connect to your existing tech stack with 100+ pre-built apps and integrations, a flexible API and free developer workspaces. Intercom fits neatly into what’s already working for you and your team.

With Intercom, you’ll be supported by a dedicated team of sales and support specialists, providing best practices, industry insights, and help scaling your team with Intercom.