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Intercom vs HubSpot CRM Comparison

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Overview

Intercom is redefining how businesses support their customers using powerful messaging and automation

Category Leaders

Save valuable selling time with HubSpot CRM that takes care of all the little details from recording calls, logging emails and managing data

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

67

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

0

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.5

905

5

4

3

2

1

599

215

61

13

17

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

4.5

3.6K

5

4

3

2

1

2.2K

1.1K

195

40

18

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

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.

Pros

The comprehensive database, the intuitive tools, the ease of deployment - all of these are appreciated about this product.
It is popular and used by a few other businesses that we know, so we considered it and the functionality is good.
Love the email tracking and wonderful having contacts all in the same place. As a solopreneur, it is like having a virtual assistant.

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.

Cons

Also, there is a hard limit of 1,000 custom fields, which is not something you can even buy more of, which in my opinion is a severe limitation.
Lack of industry specific columns or trackers. Lack of customization to suit the needs of the industry I was in.
There have been multiple times where we lost data and data was unretrievable.
  • Vendor responds to reviews
  • Last review5 days ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features181
  • 2-Way Messaging
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Asynchronous Learning
  • Audience Targeting
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Client Tracking
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Contract/License Management
  • Conversion Rate Optimization
  • Customer Communication
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Sharing
  • For Financial Institutions
  • For Mac Devices
  • For Sales/Marketing
  • For Startups
  • For iPad Devices
  • Forecasting
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Message Personalization
  • Mobile Access
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Opportunity Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Pipeline Reports
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Project Management
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • Quotes/Estimates
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Real-time Updates
  • Referral Tracking
  • Relationship Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Source Tracking
  • Spam Blocker
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Assignments
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Total features95
  • 2-Way Messaging
  • @mentions
  • AB Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Appointment Scheduling
  • Asynchronous Learning
  • Audience Targeting
  • Auto-Responders
  • Automated Responses
  • Automated Routing
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Client Tracking
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Contract/License Management
  • Conversion Rate Optimization
  • Customer Communication
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Response Control
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • FAQ
  • Feedback Management
  • File Sharing
  • For Financial Institutions
  • For Mac Devices
  • For Sales/Marketing
  • For Startups
  • For iPad Devices
  • Forecasting
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • Language Detection
  • Lead Capture
  • Lead Database Integration
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Message Personalization
  • Mobile Access
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Opportunity Management
  • Performance Management
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Pipeline Reports
  • Pre-Configured Bot
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Project Management
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • Quotes/Estimates
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Real-time Updates
  • Referral Tracking
  • Relationship Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Escalation
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Scheduling
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Source Tracking
  • Spam Blocker
  • Subscription Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Task Scheduling
  • Team Assignments
  • Template Management
  • Territory Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Web Forms
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations451
  • Adobe Commerce
  • BigCommerce
  • Google Ads
  • Google Analytics 360
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Instagram
  • LinkedIn for Business
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WooCommerce
  • WordPress
  • Zapier
  • Total integrations1248
  • Adobe Commerce
  • BigCommerce
  • Google Ads
  • Google Analytics 360
  • HubSpot CRM
  • HubSpot Marketing Hub
  • Instagram
  • LinkedIn for Business
  • Mailchimp
  • Marketo Engage
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Stripe
  • Twitter
  • WooCommerce
  • WordPress
  • Zapier

User reviews that mention these apps

SV
AvatarImg

Stephanie V.

Real Estate, 51-200 employees

Used daily for 6-12 months

Review source

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

Share this review:

Intercom logo

Intercom

Great tool to attend to your customers in real time!

Reviewed 2 years ago

I love how the system works. It integrates well with Hubspot, the workflow is smooth. It keeps a good database of leads since the messages are never gone. I also like how it gives us statistics on what is my team's response time, etc. I love how easy we can set up a business hour rule, auto-responses, and tours. So I would say, I am glad we are using the system because it is definitely an excellent tool I can't imagine having without!

Pros

I really like how it lets my team assist our customers in real-time! Aside from that, it lets us send pictures, links, etc and tours to help the customer troubleshoot with ease! Also, I have never encountered a bug so far. Really great tool!

Cons

Honestly, I couldn't think of any. It works smoothly and integrates well with Hubspot which is our CRM. This is by far an excellent tool in resolving issues aside from doing phone calls. A lot better, actually! :)

Vendor response

Thanks for letting us know about your Intercom experience Stephanie. It's so nice to hear that you're seeing such success with the tools and can't imagine life without it! Thanks again, Kate (Intercom - Customer Engagement)

KB
AvatarImg

Kyle B.

Construction, 51-200 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Intercom logo

Intercom

Intercom not worth the time to learn

Reviewed 3 years ago

Not a fan. Switched to Podium and Hubspot.

Pros

It did what it said. It connects well with other software. It has a lot of features.

Cons

The user interfaces for the backend is clunky. It's like salesforce for chat. Bulky but does what it says. It doesn't do live time very well. Customers have to wait a while for your responses.

Vendor response

Hi Kyle, thank you for leaving us this review. I'm sorry to hear that you found the Intercom user experience clunky. Usability and design is something we think about a lot so I really would love to hear more about the specific changes you think we could make here. Please do get in touch via the Intercom Messenger on our site as I'd love to chat more. Kate (Intercom - Customer Engagement)

AR
AvatarImg

Verified reviewer

Mining & Metals, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Intercom logo

Intercom

Good entry into chat and support

Reviewed 9 months ago

Intercom was great! Good was to start out and decide what your business needs, I just wouldn't keep it once a business scales.

Pros

Intercom is simple to use and set up, it is very user-friendly and uncomplicated. It provides and quick, easy and fairly affordable option to provide customer communication, service and sales communications.

Cons

When scaling a business and moving into the realm of a more powerful CRM it didn't make sense to use Intercom anymore. There is syncing and integrations available for most platforms but software like Hubspot has the same capabilities as Intercom, in some cases more, and you get a full sync with a contact record.

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Kyle D.

Automotive, 51-200 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

Our business depends on it

Reviewed 4 years ago
Pros

Love all of the automated and semi-automated features, especially operator, answer bot and the saved replies. The articles are also very easy to use and effective.

Cons

Not the best CRM, works best as a chat platform. Salesforce has it beat on CRM.

SC
AvatarImg

Srikanth C.

Marketing and Advertising, 11-50 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:

Intercom logo

Intercom

A complete Martech platform for a start-up

Reviewed 2 months ago
Pros

Intercom has done a great job in keeping the platform so simple yet powerful. From chats to campaigns, all of it can be viewed in just a click of a button.

Cons

Our client wanted to migrate intercom data to a CRM, and the process was so painful. We'd highly suggest business to use intercom if they don't have any plans getting a CRM software.

AR
AvatarImg

Verified reviewer

Internet, 11-50 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:

Intercom logo

Intercom

Ideal for customer support and support ticketing

Reviewed 8 months ago

Best solution we found for reactive customer engagement and good for proactive reaching out if need be

Pros

Really liked that this holds info really visibly and easily - and that it integrates with slack, so even if it's not open for notifications, slack will still notify the relevant person

Cons

At times it duplicates our CRM info, but rather twice than never.

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Carlos G.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Intercom logo

Intercom

Intercom is an integral tool

Reviewed 4 years ago
Pros

Before intercom we used hubspot, however intercom has all the tools that are core to the follow of a customer so we change it

Cons

Sales and customer support use it. The problem is that they need someone from development to implement features

Vendor response

Great to hear Intercom is playing such a central part in your customer engagement strategy. And thanks for taking the time to leave a review.

AR
AvatarImg

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Intercom logo

Intercom

Excellent chat service

Reviewed 5 years ago

Resources saved and allocated to more important tasks, customer engagement increased, sales process accelerated.

Pros

It's easy-to-use for individuals and teams to increase customer engagement and efficiency of customer service through Intercom's web chat platform.

Cons

We use Intercom's integration so the information of leads and customers would be sent to our CRM, it worked perfectly at the beginning, now not every every or customer's info is sent to our CRM.

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Jennie Z.

Internet, 1-10 employees

Used daily for 6-12 months

Review source

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

Share this review:

Intercom logo

Intercom

A Great Lead Capture

Reviewed 3 years ago

Makes customer communication and customer acquisition easier. I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows. Also, I don't believe I can export contact information with my leads.

Pros

-Capturing emails and names -Integrating to Hubspot and other software for easy lead closure -Creating chat flows allows us to communicate to customers faster and saves us time

Cons

-Would like to combine actions on Intercom -Hubspot Integration is not perfect; would like to have specific field matching -Chat flow capabilities are limited

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Helen V.

11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

Intercom logo

Intercom

Makes communication with customers super easy.

Reviewed 5 years ago
Pros

It allows you to reach the customer anywhere. If they have left the chatbox, the reply will reach their inbox. You see a lot of information about your customer/lead already when talking to them. Where are they located at, what browser they are using, etc? I also like the operator function that asks leads for email addresses and/or feeds help articles to conversations that I haven't yet attended to. The help article section is also great because it's integrated with the messaging so I can send help articles straight from the app.

Cons

There's no integration with HubSpot CRM but it is what it is - they're competitors so that makes sense. It's also sometimes tricky to make sure that I am not 'seeing' messages after signing in as one of my clients. The chatbox is sometimes not quick enough to understand that a person has signed out and it still shows messages relevant to that person. That is how I accidentally read them and so they might not reach the recipient's inbox.

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Camille B.

E-Learning, 11-50 employees

Used daily for 6-12 months

Review source

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

Share this review:

Intercom logo

Intercom

Great for customer activation but not usable as a CRM.

Reviewed a year ago
Pros

Customer activation is great and the ease of use of Intercom is great aswell.

Cons

It lacks key features to be a CRM tool and the value for money just isn't there.

AR
AvatarImg

Verified reviewer

Internet, 1-10 employees

Used daily for 2+ years

Review source

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

Share this review:

Intercom logo

Intercom

Extremely expensive and they make it extremely hard to move away

Reviewed 2 years ago

Poor startup support

Pros

All in one system, with email, lite CRM and small analytics.

Cons

Everything about intercom is built to keep you in the ecosystem. And the more you integrate the harder it is to move away. But they actively make it hard to move away. For example, by not allowing you to export your help articles and by creating random URL conventions to make it hard to redirect your help articles once you have built them elsewhere.

Vendor response

Thanks for leaving us this review and for giving us your candid feedback. We always aim to earn our customers' business and trust through our product quality and the value it drives, we certainly don't want to make it difficult to move away if we're not the right fit. I'll make sure to pass this feedback on to the team here. Please do get in touch via the messenger if you would like to discuss this further. Thanks, Kate (Intercom - Customer Engagement)

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Christopher C.

Photography, 1-10 employees

Used daily for less than 6 months

Review source

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

Share this review:

Intercom logo

Intercom

Best live chat solution on the market

Reviewed 3 years ago
Pros

Intercom provides an unmatched quality of UX, front-end UX, pop-up, user tracking, and CRM integration and control. Many other solutions try to provide an in-app CRM, however, Intercom has truly perfected it.

Cons

We have loved most parts, coming from a different product we would like to be able to customize the widget itself. Additionally, the ability to customize your mail-from domain rather than their user-generated domain which doesn't look pretty.

Vendor response

Thank you so much for taking the time to review Intercom Christopher! It's so great to hear you're finding success with our solutions. I also have some good news for you. You do have the option to customize your messenger, and you can also change your outbound email address to your own custom domain. I'll contact you directly with the details. Kate - Customer Engagement

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Chris D.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

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

Share this review:

Intercom logo

Intercom

Essential for your website

Reviewed 4 years ago

Very positive so far

Pros

UI is great It works Great CRM and chat tool Great for communcating with customers in app

Cons

Costly but apart from that I can't think of anything I dislike

OB
AvatarImg

Olivier B.

Computer Software, 11-50 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

Great marketing tool, but average for ticketing and conversations themselves

Reviewed 3 years ago

Intercom is great at automating some processes and marketing efforts. However, in some areas, it feels like it tries to be a jack-of-all-trades too much and falls short of expectations in ticketing (for example).

Pros

- Great tool to listen to events and act on them - Multiple features around automatic conversations or messages with custom conditions

Cons

- Conversations and ticketing in general is average but not great (better conversation view for a given user, regroup easily tickets, CRM-like capabilities)

Vendor response

Hi Olivier, Thank you for taking the time to leave us this review and I'm glad to hear you're seeing success with our Marketing solutions. I've sent your feedback on our Support solutions through to that product team as they really value these insights. If you would like to add any more context and detail to this please do get in touch :) Kate (Intercom - Customer Engagement)

KN
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Kamal N.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Intercom

Intercom Review from Customer relationship team

Reviewed 3 months ago
Pros

Mobile friendlyAbility to turn on and off the availability of a person and reassigning the chatsCreating groups of chatsSends instant notificationAbility to integrate with various tools - Gmail, ticketing software and CRM's

Cons

Lack of own ticketing featureThere are bugs in the with data missing with CRM integrationsTracking down or search old conversations are difficult. Poor search feature

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Adanne A.

Used daily for 1-2 years

Review source

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

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Intercom

Most advanced live chat solution.

Reviewed 5 years ago
Pros

Intercom enable us easily generate sales leads and trigger web visitors to take action via targeted chat and in-app messages triggered by duration ,website or app location and past user behavior. Intercom integrates perfectly with Crm solutions like Salesforce ,even though it is almost like a CRM in itself.

Cons

We have had complaints from web visitors in time past of them attempting to send us messages when we are offline and the message failing to send through. This happen on rare occasions but I can confirm it does.

AR
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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

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Intercom

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)

JW
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Justin W.

Computer Software, 11-50 employees

Used other for 2+ years

Review source

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

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Intercom

Useful for customer chats and conversations - not so as a CRM

Reviewed 3 years ago

If you were just using it for the one purpose it would be fine - but there are so many tools a business needs - even a lesser functioning tool would be preferable if it were better integrated.

Pros

It links in well with your website and is very functional as a chat tool for individuals or teams - especially SAAS teams.

Cons

We were using it as our sole CRM and it was probably not ever intended for this - as a result we found it quite difficult and limited.

Vendor response

Hi Justin, Thank you for taking the time to leave us this review. I'm glad to hear you enjoyed using our messenger on your website. I'd love to dig into your feedback on our CRM solution a bit more so I can pass it on to our product team. If you have any more detail on the limitations you encountered please do send it on to me. Thanks, Kate (Intercom - Customer Engagement)

AG
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Aaron G.

Used daily for 2+ years

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  • Value for money
  • Ease of use
  • Features
  • Customer support

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Intercom

Intercom is an amazing piece of software that we just couldn't run our business without!

Reviewed 5 years ago
Pros

Everything, I love everything! Its such a powerful tool for our support, our knowledge base, profiling our clients, a smart CRM and more!

Cons

I just wish segments in the product would also save the columns I have open at the time , this would allow much more flexible reporting.

MK
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Munsaf K.

Construction, 201-500 employees

Review source

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

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Intercom

Beginners choice

Reviewed a month ago
Pros

I haven’t used it much but yeah if you are new into the business and want to start with initial CRM, this one is preferably good

Cons

Needs much more improvisation in terms of features like market insights, ICP, lead generation.

Vendor response

Hi Munsaf - thank you for leaving us this review and for your feedback. I'll be make sure to share it with the relevant folks here. I really appreciate you taking the time to write this. Kate (Intercom, Customer Advocacy)

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Steven D.

Information Technology and Services, 11-50 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Intercom

A leader in online chat systems

Reviewed 5 months ago

Intercom is impressive software I use as an employee of a startup technology company. It allows us to capture live chat leads with ease.

Pros

I love the backend of Intercom. Amazingly powerful CRM features. I love the frontend of Intercom. A friendly CTA opens on first page load which collapses into a widely recognised chat icon.

Cons

The cost. Intercom is not cheap, and quite expensive.

AR
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Verified reviewer

Internet, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Intercom

Great for live chat, not so much everything else

Reviewed 5 years ago
Pros

Really good live chat functionality with the ability to pull in custom parameters from all our customers. The ability to add in other team members at any point (e.g. when escalating an issue) is great.

Cons

Other than live chat, Intercom doesn't feel like it offers much. As a CRM it's very lacking - a dedicated CRM tool is a must for any serious business. As a helpdesk, a self-hosted helpdesk on your site is more customizable and effective than using Intercom's. Another issue is that customers see Intercom as live chat when in reality it's an email replacement for us, but it allows no way to communicate that. Customers expect an instant response 24/7, even when our support teams are offline, and can become frustrated by this.

SN
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Steven N.

Education Management, 11-50 employees

Used monthly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Intercom

Universal and easy to integrate

Reviewed 2 years ago

Easy to use as I just message people. Nothing much to it. Only difficulty was navigating the different plans they had.

Pros

I like how this is very universal and easy to communicate with others. It is seamlessly on any website and you can communicate very quickly.

Cons

I find it difficult to respond to others messages when using it in the sense that I wish it was more integrated into other applications. I know for example HubSpot allows you to respond on a Slack channel. If this is a feature, i do not know about it. They probably make people pay a higher price too

Vendor response

Thanks for taking the time to leave us this review Steven, and for letting us know how easy you've found it to message customers with Intercom. Thank you for your feedback too. Our current Slack integration does allow you to reply directly from Slack so please contact the team via the messenger if you're having problems with that. Thanks again, Kate (Intercom - Customer Experience)

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Olabintan A.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Intercom

Nice software but needs a market niche.

Reviewed 5 years ago
Pros

Intercom puts our customers chat and email messages together ,making it easier to follow our clients conversation history with the helpdesk team. This tool also makes it super easy to add my team members into conversations (email/chat) with our clients ,simply by typing their name . Is backed by an intuitive user interface ,making it very easy to get around even for first time users.

Cons

Over the last two year ,Intercom has focused on releasing regular new features without perfecting their effectiveness. Thus, Intercom is currently in between being an helpdesk tool and a CRM : without it actually fully getting the job done in both markets.