Intercom Pricing, Features, Reviews & Comparison of Alternatives

Intercom

Customer messaging platform for sales, marketing and support

4.55/5 (453 reviews)

Intercom overview

Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Our products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.

This contrasts with the old way where a business uses a tangle of point solutions, like marketing automation or helpdesk products, with every team operating in a silo. This makes it hard for teams to work together and be on the same page, resulting in a disjointed and very impersonal experience for the customer.

Intercom has 17,000 paying customers all over the globe, ranging from startups like General Assembly, ZenPayroll and Invision, to public companies like Ancestry.com, New Relic and Shopify.
www.intercom.io

Pricing

Starting from
$49/month
Pricing options
Free
Free trial
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, Europe, United Kingdom

Supported languages

English
Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profilesIntercom OverviewIntercom 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 automationAn all-new Intercom

Intercom reviews

Value for money
Features
Ease of use
Customer support
  4.2
  4.4
  4.4
  4.5
Anonymous

Small SAS Use

Used daily for 1-2 years
Reviewed 2018-11-26
Review Source: Capterra

Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

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Alexis Dorn

Easy-to-use tool with great features to make supporting customers a breeze!

Used daily for 1-2 years
Reviewed 2018-11-12
Review Source: Capterra

We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app. It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

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Thomas Yard-Young

I'm so glad we switched to Intercom!

Used daily for 2+ years
Reviewed 2018-11-20
Review Source: Capterra

It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is. They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!It's a tool that gives you what you need and it does it well. They are ahead of the game in all ways. It makes customer success seamless and proactive. It's a multi-tool. It's changed the way people perceive customer support because it makes it fast, effective and fun. They write their own books (Awesome!) and they host seminars to help use the tools better.

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Carlos López

A very simplistic tool to connect with your users.

Used daily for 2+ years
Reviewed 2018-08-29
Review Source: Capterra

Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful. - The interface is very straightforward, You get messages from users and you reply. - It allows you to snooze messages so you can focus on messages that are your priority. -There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.

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Bolatito Teidi

Intercom has done well for our customer support activity.

Used daily for 1-2 years
Reviewed 2018-11-04
Review Source: Capterra

Intercom provides my organization with a medium via which customers and website visitors can reach out for support on real time,at any time of the day and at no financial cost to the customer.I find Intercom aesthetically pleasing,and that makes it intuitive and easy to use by myself and all of my colleagues at Iroko tv. Its knowledge base feature has enabled myself and my colleagues at the Sales department to build large repository’s of responses to the most asked questions by customers,thus allowing our customers and web visitors find answers to questions ,without necessarily reaching out to a support agent. I like how I am able to add fun into my conversations with customers by making use of emoticons and other expression icons : this is very important in situations where the customer or web visitor is very angry.

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Intercom pricing

Starting from
$49/month
Pricing options
Free
Free trial
Subscription
View Pricing Plans

Intercom Respond: from $53/month

Intercom Engage: from $53/month

Intercom Educate: from $49/month

Intercom Live Chat for Sales: from $66/month* or $106/month

Intercom Customer Engagement: from $53/month

Intercom Customer Support: from $102/month


A bundle of Respond, Engage & Educate is available from $99/month*

*new customers only

Intercom features

A/B Testing
API
Engagement Analytics
Social Media Integration
Tagging
Third Party Integration

Activity Dashboard (208 other apps)
Campaign Analysis (185 other apps)
Campaign Management (163 other apps)
Content Management (165 other apps)
Customizable Branding (177 other apps)
Customizable Templates (186 other apps)
Data Import/Export (141 other apps)
Drag & Drop Interface (194 other apps)
Monitoring (176 other apps)
Multi-Channel Marketing (148 other apps)
Real Time Analytics (143 other apps)
Real Time Data (136 other apps)
Reporting & Statistics (193 other apps)
Social Network Marketing (136 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#8 in Customer Service

View full ranking
68
16
17
19
16

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Intercom also features in these categories:

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
  • Collaborative team inbox
  • Message scheduling
View All Features

Benefits

See who your customers are and what they do in your web and mobile apps, in real-time.

Chat to visitors on your website in order to engage and convert them into customers.

Onboard and retain customers with targeted email and in-app messages triggered by time or behavior.

Get quality product feedback from the right customers at the right time, in-app or by email.

Support customers inside your web and mobile apps, and by email.