Intercom Pricing, Features, Reviews & Comparison of Alternatives

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

Likelihood to recommend: 10/10

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.

Rating breakdown

Likelihood to recommend: 8/10

Pros
Easily merges email and live chat on one platform. Integrates loads of other software too. Also has built in reporting and lots of features that come standard

Cons
Cannot merge tickets like other platforms do. Some reporting could use deeper drill downs and insights

Rating breakdown

Likelihood to recommend: 10/10

Pros
The UI allowing to construct auto-messages

Cons
They lure companies in to integrating intercom into the workflows and take advantage of the difficulty of later migrating to another product, in order to jack up the prices to ridiculous levels. We've had to complain multiple times each year for drastic overcharges (think 3x) and fight with them for months until they would process some refund (after numerous lies and diversion attempts by their reps). Unethical company, unethical staff, can't be trusted one bit as a business partner. Also be aware that they do not grandfather plans, and you are at their mercy, they can at any time give you a short notice before "updating" the pricing structure. The most recent "update" would have caused a ~5x in price, getting us to flee to another provider at a great internal cost.

Rating breakdown

Likelihood to recommend: 0/10

Pros
Everything, period. Intercom is the leading company in the chat/support area. They are always innovating and keep bringing products that actually are useful. The competition just mimics their innovations while offering lower prices.

Cons
The price. It could be a bit pricey if you are just starting out but after your company has a solid foundation it is a treat to use. And they have take care of this with their Early Stage start-up program. Everything for just $45 USD for the first year!

Rating breakdown

Likelihood to recommend: 9/10