Intercom Pricing, Features, Reviews & Comparison of Alternatives

Intercom Reviews

Intercom

A fundamentally new way to communicate with your customers

4.59/5 (82 reviews)
30,716

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

Intercom Overview

Pricing

Starting from: $49.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

S
Small
M
Medium
L
Large
Compare App
Intercom screenshot: Modern MessengerIntercom screenshot: Visitor Auto-messagesIntercom screenshot: Shared Team Inbox with Notes and Live Customer ProfilesIntercom screenshot: Saved RepliesIntercom screenshot: Suggested ArticlesIntercom screenshot: Smarter Knowledge BaseIntercom screenshot: Smart Campaigns for Marketing Automation

Intercom Reviews (82)

Most positive review

 Great for B2B SaaS smaller company

After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation. And I convinced my CTO to let me Buy, whereas we were considering trying to creating all of the advanced targeting.

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Reviewed 20th of May, 2016 by Ken Barber

Most critical review

 Good product, but full of pricing traps

Pricing plans are pretty confusing and full of traps. The "fantastic all-in-one product" is dramatically separated in packages that are in fact ridiculous limitations of the very same functionality. And all packages are divided in Pro / Std – than you get 6 variations of the same thing + scale ...

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Reviewed 20th of July, 2016 by Marcelo Lombardo

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Intercom Screenshots (7)

Intercom screenshot: Modern MessengerIntercom screenshot: Visitor Auto-messagesIntercom screenshot: Shared Team Inbox with Notes and Live Customer ProfilesIntercom screenshot: Saved RepliesIntercom screenshot: Suggested ArticlesIntercom screenshot: Smarter Knowledge BaseIntercom screenshot: Smart Campaigns for Marketing Automation

Security and privacy

Encryption

No
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Specifications

Intended Users
Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, iPhone, iPad, Web-based
Supported Countries
Canada, Europe, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support

Intercom Pricing

Starting from: $49.00/month

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

Visit www.intercom.com/pricing to learn more.

Competitors Pricing

IBM Connections

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Zendesk Chat

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Salesmachine

Starting from: $60.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Users who visited Intercom also visited

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
  • Personlaized 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

Benefits

See who you customers are and what they do in your web and mobile apps, in real-time
Chat to visitors on your website to help them become 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

Alternatives to Intercom

Brian de Jong

Very easy to use and perfect for quick and clear communication with your customers.

11/08/2017

Great tool for customer engagement. Praise from our own customers for our quick response times.

Pros

It's easy to use and you can build a customer support team within the tool. Another bonus is the mobile application that allows for direct contact with customers and enables me to answer questions whenever and wherever The ability to intergrade third party tools.

Cons

Setting up automated emails within intercom is an issue. when making an onboarding flow, the final in app mesage is also sent by email. These emails end up in spam folders for the most part.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rolf Mulder

It allows us to set up Customer Success management in a way it's puts us ahead of our competition.

11/08/2017

We managed to give our userbase incredible fast support which often is what makes prospect trust us more than competitors.

Pros

Large range of features, excellent segmenting your audience for targeted messages, the interface is non intrusive for our users, but still visible enough.

Cons

The HTML editor for emails is clunky and emails often end up in spamboxes, more HTML templates would definitely be helpful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Diana Kattan

It great that we get to choose whether live chat is active or idle!

08/08/2017

Using Intercom is the easiest way to give out information and help our prospective students.

Pros

Whenever we are done with a conversation, instead of leaving it there, it's great there's an option to resolve the conversation and it archives somewhere else. I really like that there are emoji's and that our customers are able to see our profile pic and vice-versa.

Cons

I don't like that when adding a new saved reply, I am not able to add bullets or list of numbers. Other than this, every other feature is great.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Peter Manning

Intercom lets us stay communicated with all our customers

08/08/2017

Pros

-Triggers to let us know which customers need to be engaged -Lets us send our monthly newsletters by filtering different messaging to different people - Easy way to understand our clients. How many times they interact with our software, what location they login from etc.

Cons

Doesn't allow an easy way to setup just one template, and put "conditions" in that template. If we want to send the same template, but change one line of the email template, based on the customer, we need to create completely separate templates.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Fred Castagnac

Best app for client support

19/07/2017

Pros

Intercom is so easy to use that we use it for our customers support and marketing communications ! It's better than mailchimp ;-)

Cons

Maybe the fact that it is a bit expensive, otherwise I don't have any con's about intercom ! It works for us very well

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rakesh Das

It's a very good software to track the customer retention and customer drop rate. Very much useful..

19/07/2017

It has helped us track the drop rate . We have also got an insight on the most viewed pages which helped us on updating the same feature.

Pros

The real time interaction option is very good. If properly used it can be very beneficial in getting the feedback on the go for the software. Tracking the customer drop off data is very good for analytics.

Cons

May be the UX needs a bit more enhancement as it is a bit complex to understand the usability. But it's not that big a drawback.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
David Yoo

Great customer support and literature

18/07/2017

Pros

response to customers is very rich and always goes beyond my question. they implement their own products into their support so its use is fully illustrated.

Cons

the only thing i can think of is the time waited for a response which can sometimes be longer than an hour.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Blake Pridham

Very easy to use platform

18/07/2017

Pros

It is simple to set up, allowed us to easily create in app tutorials and comprehensive help center. We use the messaging a ton to engage our customers and track useage.

Cons

Support can be a little slow to respond but overall the platform is great. It doesnt have as many plugins and addons as something like zendesk but I like that because it doesnt over complicate the platform.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Darshan Shakya

We've been able to seamlessly provide support for our customers!

18/07/2017

Pros

The ability to easily embed and customise our support portal, then manage all tickets from the interface.

Cons

I'd say the inability to export all conversations according to custom needs. I've wanted to have an export of what was done to resolve support tickets and categorise them, but was unable to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason Sooter

Intercom is excellent. Great combo of chat, messaging, and website & customer analytics!

12/07/2017

Better communication and grasp on understanding our customers

Pros

The integration of support desk, chat, messaging, customer & website analytics is so seamless. It's a real strength to have everything together in the right spot ready to act on .

Cons

Definitely Price. Their pricing model is geared toward SAAS model businesses and is a bit pricing e-commerce.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more

Who is Intercom For?

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