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Intercom

4.5
(958)

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Making internet business personal

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(46)

Intercom Pricing, Features, Reviews and Alternatives

Intercom FAQs

Q. What type of pricing plans does Intercom offer?

Intercom has the following pricing plans:
Starting from: $74.00/month
Pricing model: Subscription
Free Trial: Available

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Q. Who are the typical users of Intercom?

Intercom has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Small Business

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Q. What languages does Intercom support?

Intercom supports the following languages:
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian (Bokmal), Portuguese, Russian, Spanish, Swedish, Turkish

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Q. Does Intercom support mobile devices?

Intercom supports the following devices:
Android, iPad, iPhone

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Q. Does Intercom offer an API?

Yes, Intercom has an API available for use.

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Q. What other apps does Intercom integrate with?

Intercom integrates with the following applications:
Tray.io, SatisMeter, Grow, Zight (formerly CloudApp), GitHub, Aircall, Driftrock, Zapier, Survicate, Segment, Trello, Landingi, Microsoft Teams, Geckoboard, WordPress, Twitter, Woopra, Stripe, LeadsBridge, Droplr, Salesforce Sales Cloud, DataHero, Wistia, Slack, Front, Meta for Business, Mixpanel, Toky, Privy, Stamplay, AskNicely, Mailchimp, Marketo Engage, ChargeDesk, Statuspage, Operations Hub, Shopify, Zendesk Suite

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Q. What level of support does Intercom offer?

Intercom offers the following support options:
FAQs/Forum, Email/Help Desk, Knowledge Base, Chat

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Intercom product overview

Price starts from

74

Per month

Per Feature

What is Intercom?

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without the need for human support, freeing up the team to work on higher value customer conversations.

Key benefits of using Intercom

  • Increase operational efficiency:
    Use AI, Bots and Rules to reduce support costs by freeing up your team from repetitive questions and tasks.

  • Maximise productivity and keep service teams happy:
    Service teams only work on high value questions, in a fast, easy-to-use, AI powered, collaborative Inbox.

  • Solve known customer issues by helping them before they get in touch:
    Send proactive messages to get ahead of known issues and reduce inbound support volume.

  • Increase customer engagement by providing direction:
    Show customers what to do next, don’t wait for them to contact you and ask.

  • Increase customer satisfaction by delivering conversational support:
    Answer questions immediately in the channel they arise, or the channel that customers prefer.

  • Deliver excellent, cohesive, customer service:
    Get everything you need working seamlessly together in one easy-to-use platform.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    FAQs/Forum
    Email/Help Desk
    Knowledge Base
    Chat

    Training options

    Webinars
    Documentation
    Live Online
    Videos

    Not sure about Intercom? Compare it with a popular alternative

    Starting from

    74

    Per month

    Per Feature

    Free plan
    Free trial
    Pricing range

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    Pricing range
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    Intercom pricing information

    Value for money

    4.0

    /5

    958

    Starting from

    74

    Per month

    Per Feature

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Intercom features

    Functionality

    4.4

    /5

    958

    Total features

    175

    17 categories

    Most valued features by users

    Reporting/Analytics
    Campaign Management
    API
    Activity Dashboard
    Reporting & Statistics
    Third Party Integrations
    Data Import/Export
    Customizable Templates

    Functionality contenders

    Intercom users reviews

    Overall Rating

    4.5

    /5

    958

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.33/10
    Rating distribution

    5

    4

    3

    2

    1

    626

    237

    63

    14

    18

    Pros
    Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
    Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.
    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.
    We have stuck with intercom for 4 years at this point and no plans to leave.
    Updates may be lost, updates may be rejected by intercom because of server side exceptions, or mysterious thing called "concurrent updates" when there is just a single update.

    Overall rating contenders

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    Jennie Z.

    Marketing Manager

    Internet, 11-50 employees

    Review source

    Overall Rating

    A Great Lead Capture

    Reviewed 2 years ago

    Transcript

    Jennie: Hi. I am Jennie, and I am a Marketing Operations Manager, and I am in the tech industry. I give...

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    Brandon G.

    Technical Support Specialist

    Internet, 11-50 employees

    Review source

    Overall Rating

    Intercom is a powerful Customer Support Tool

    Reviewed 2 years ago

    Transcript

    Brandon: Hi, I'm Brandon. I'm a tech support specialist. I give Intercom four stars out of five. Click...

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    Nathaniel P.

    Computer Software, 1-10 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    The really bridge the gap between customers and our service

    Reviewed 4 years ago

    Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

    Pros

    The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

    Cons

    There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

    AR
    AvatarImg

    Verified reviewer

    Internet, 11-50 employees

    Used daily for 1-2 years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend6/10

    Share this review:

    More than a messaging platform

    Reviewed 2 years ago

    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.

    Vendor response

    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)

    DL
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    De L.

    Financial Services, 1-10 employees

    Used other for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend1/10

    Share this review:

    NOT $39 starting price anymore. $59 a month for basic chat function

    Reviewed 2 years ago

    My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are...

    Pros

    It's "popular" and works well if your company is enterprise sized.

    Cons

    If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

    Vendor response

    Hi De, Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this...

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    Sarah H.

    Information Technology and Services, 10,001+ employees

    Used weekly for 1-2 years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    The Finest Online Chat Service Currently Available

    Reviewed 3 months ago

    In a short amount of time, we can offer extensive support to our clients. Having a help desk and the option to speak in real time are both fantastic additions. Many businesses today use Intercom to request pricing and quote information, and the platform's ability to route inquiries to the appropriate team member is a huge asset in building a pipeline.

    Pros

    For over a year, I've loved the intercom's ease of use. Love the mobile app, and the interface is clean. Our services are highly adaptable. When it comes to expanding support, bots are invaluable. The onboarding process is also quite beneficial.

    Cons

    Having more inactive contacts on the intercom increased the monthly bill. You must continually archive users in order to keep costs at a minimum.

    AR
    AvatarImg

    Verified reviewer

    Internet, 11-50 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Great customer service tool for internet companies

    Reviewed 2 years ago

    Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.

    Pros

    Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

    Cons

    They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

    Vendor response

    Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you. Thanks again, Kate (Intercom - Customer Engagement)

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