Intercom Pricing, Features, Reviews & Comparison of Alternatives

Intercom

Intercom is modern business messaging at scale

4.53/5 (692 reviews)

Intercom overview

What is Intercom?

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.

The world's most successful companies, like Atlassian, Shopify, and New Relic use Intercom to drive growth through chat, bots, and personalized customer communications.
www.intercom.com

Pricing

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

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, Germany, United Kingdom

Supported languages

English, Arabic, Chinese (Simplified), Chinese (Traditional), Czech and 17 other languages, Danish, Dutch, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Turkish
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

Intercom reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.4
  4.4
  4.4
Liam Munley

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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Peter Chaloux

Complete Package

Used daily for 1-2 years
Reviewed 2019-12-13
Review Source: Capterra

We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

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.

Response from Intercom


Hi Peter,

We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.

Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.

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

Great intuitive software

Used daily for 2+ years
Reviewed 2020-04-28
Review Source: Capterra

Using this to answer incoming customer inquiries, resolution not, faq, and more

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

Response from Intercom


Thanks for taking the time to let us know about your Intercom experience. I'm glad we're helping you manage your multi-channel support.

I've made sure to pass your feedback on ticketing and reporting on to the Product Team as I know we have a few plans in the workds that could address these.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Guy Z

Horrendous company, be careful of getting locked in

Used daily for 2+ years
Reviewed 2020-02-25
Review Source: Capterra

Absolutely horrible in every possible way.

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.

Response from Intercom


Hi Guy - first off, I want to apologize for the difficulties you've had. Since Intercom started, we've focused entirely on the idea of strong customer relationships and I'm sorry that we let you down here. I hope I can clarify why these pricing changes are being made and provide some more context.

We've recently changed our pricing model to a simpler one that we believe is better aligned with the value our customers get from the product. That meant an increase in price for some customers and a decrease for others.
Getting pricing right at Intercom has admittedly always been really challenging for us, but we don't want you to feel this way.

I'm sorry to see you go as a customer. If you'd like to speak to your account manager (or me directly) about what happened for your account specifically, we'd really love to chat. You can email me (phil at intercom dot com) if you're open to a conversation.

Phil (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Anonymous

Pricey but well worth it after you grow

Used daily for less than 6 months
Reviewed 2020-02-09
Review Source: Capterra

I am mostly satisfied with Intercom. But the price can escalate quickly if you want to add more agents and features.

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!

Response from Intercom


Thanks so much for taking the time to leave this review. I'm delighted to hear our early stage plan worked out so well for you. And don't worry, there's plenty more innovation yet to come!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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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

A/B Testing
API
Email Marketing Management
Engagement Analytics
Social Media Integration
Third Party Integration

Activity Dashboard (346 other apps)
Automatic Notifications (200 other apps)
Campaign Analysis (287 other apps)
Campaign Management (344 other apps)
Campaign Segmentation (202 other apps)
Content Management (263 other apps)
Customizable Branding (268 other apps)
Customizable Templates (280 other apps)
Data Import/Export (247 other apps)
Drag & Drop Interface (253 other apps)
Monitoring (241 other apps)
Multi-Channel Marketing (242 other apps)
Real Time Analytics (235 other apps)
Reporting & Statistics (345 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.