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Intercom vs HubSpot Service Hub Comparison

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Good recommendations?

Intercom logo

Intercom

4.5

(1K)

80pts

Overview

Category Leaders

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational...

Category Leaders

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries...

  • 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

Pricing

Starting from

39

/user

Per month

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

Starting from

20

/user

Per month

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

User reviews

4.5

1K

5

4

3

2

1

694

264

67

16

18

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

4.5

159

5

4

3

2

1

82

68

7

2

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
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

Hubspot is easy to use and has a robust support/helpdesk - always ready and happy to help with any queries.
The best tool for a greater workflow, you can do everything you need to give the best elements for your clients.
This is an amazing tool to have, especially since we are a tech company trying to give our customers the opportunity to learn about our platform and troubleshoot through issues themselves.

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

There can be many layers to get through, and the lack of tags makes it hard to track.
In our case, a multi-language Knowledge Base is missing to make the KB more complete.
You can't see if another team member is in the ticket. If the customer replies back to an closed to ticket it doesn't reopen so we miss emails unless we are double checking our notifications.
  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features169
  • 2-Way Messaging
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asynchronous Learning
  • Audience Targeting
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Management
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Customer Communication
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimization
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • NPS of Customers
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • One-to-One Messaging
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management
  • Total features84
  • 2-Way Messaging
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Account Alerts
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asynchronous Learning
  • Audience Targeting
  • Automated Responses
  • Automated Routing
  • Autoresponders
  • Batch Communications
  • Behavior Tracking
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Management
  • Call Routing
  • Campaign Analytics
  • Campaign Management
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Contextual Guidance
  • Customer Communication
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customer Support
  • Customer Surveys
  • Customizable Branding
  • Customizable CTAs
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Synchronization
  • Data Visualization
  • Document Storage
  • Drag & Drop
  • Drag & Drop Editor
  • Drip Campaigns
  • Dynamic Content
  • Email Automation
  • Email Campaign Management
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • For Sales/Marketing
  • For Startups
  • Geotargeting
  • Health Score
  • Help Desk Management
  • Human Handover
  • In-App Training
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Knowledge Base Management
  • Knowledge Management
  • Language Detection
  • Lead Capture
  • Lead Distribution
  • Lead Generation
  • Lead Management
  • Lead Nurturing
  • Lead Qualification
  • Lead Segmentation
  • Lead Verification/Validation
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Marketing Automation
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Optimization
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • NPS Survey Structure
  • NPS of Customers
  • Natural Language Processing
  • Negative Feedback Management
  • Offline Form
  • On-Demand Communications
  • Onboarding
  • One-to-One Messaging
  • Performance Metrics
  • Personalization
  • Pre-Configured Bot
  • Prioritization
  • Proactive Chat
  • Process/Workflow Automation
  • Progress Tracking
  • Prospecting Tools
  • Query Suggestions
  • Queue Management
  • ROI Tracking
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-time Consumer-facing Chat
  • Real-time Conversations
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Usage Tracking/Analytics
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • Voice Mail
  • WYSIWYG Editor
  • Website Integration
  • Website Visitor Tracking
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations546
  • 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/X
  • WooCommerce
  • WordPress
  • Zapier
  • Total integrations193
  • 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/X
  • WooCommerce
  • WordPress
  • Zapier

Alternatives

Explore similar apps

User reviews that mention these apps

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 4 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)

NM
AvatarImg

Nikki M.

Marketing and Advertising, 11-50 employees

Used daily for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

Not a sales tool

Reviewed 5 years ago

This 'tool' was used by my company prior to having a sales team. My marketing team insists we continue using it, which is a nightmare in logistics. Frankly, I have many reasons I dislike Intercom, the number one being they harass ME every month for billing. I'm not in finance. I'm not the decision-maker. I am not even an admin. Beyond the pale in terms of inappropriate and unprofessional.

Pros

It acts as a hub for the two links I need (customer portal and dashboard)

Cons

Everything. The search function is a time-consuming waste of time. Reviewing an account's communications is like wading through quicksand. Email formatting is obsolete and obscure. And they hunt down every user in the organization when it comes time for billing.

AV
AvatarImg

Anne V.

Consumer Services, 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

Makes Everything Easier

Reviewed 7 years ago

This allows us to provide top notch customer service while maintaining an organized system on the back end that would only be a headache anywhere else. We are able to flow live chats and email tickets as well as any other inbound activity to one main hub.

Pros

I love Intercom - nearly every function it has makes my job easier, and it makes sharing information between teams regarding a single customer really easy. Bonus functions like notes/mentions, giphys, and integrations with other software systems we use really make it the best thing since sliced bread.

Cons

The messenger app. We use our own live chat system and maintain use of Intercom for email communication only. Unfortunately the messenger app looks and feels exactly like live chat, which we do not want, because we use it for email communication. Users perceive it as chat, and when they do not get an immediate reply they get frustrated. I have been told that this cannot be turned off nor is there any solution for us regarding this problem.

AvatarImg

Verified reviewer

Computer Software, 501-1,000 employees

Used other for 6-12 months

Review source

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

Share this review:

Intercom logo

Intercom

Useful product for customer support and lead communication

Reviewed 6 years ago
Pros

Notifying the customer easily in case of a new product releases(sales management) Onsite and mobile chat hub(easily answer customer related queries from anywhere)

Cons

It is good,but sometimes a bit sluggish in performance Complicated setup ,needs support the first time

Vendor response

Sorry to hear you had issues getting setup with Intercom. Let us know if you're still having issues or would like us to connect you to support.

AvatarImg
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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 6 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.

AvatarImg
AvatarImg

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 5 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

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 4 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)

AvatarImg
AvatarImg

Pedro A.

Financial Services, 51-200 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

One of the best support tools

Reviewed 9 months ago
Pros

- Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our clients need- Integrations - It has a lot of them, and the most critical one is with Hubspot!

Cons

It can become a little pricy as you scale and I can see this being a bottleneck for new companies

LH
AvatarImg

Lucien H.

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 recommend10/10

Share this review:

Intercom logo

Intercom

Intercom is the leading support tool for innovative fast growing businesses

Reviewed 2 months ago

Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.

Pros

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Vendor response

Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!

AvatarImg

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

Great tool for our support teams

Reviewed 3 years ago
Pros

Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.

Cons

Nothing specific, we are happy with the service.

Vendor response

Hi there - thanks for taking the time to leave Intercom a review and letting us know what you like. It's great to hear that Intercom is allowing you and your team to be more efficient and collect feedback from customers! Thanks, Eabha (Customer Engagement)

AvatarImg

Verified reviewer

Media Production, 1-10 employees

Used weekly for 1-2 years

Review source

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

Share this review:

Intercom logo

Intercom

A great communication platform

Reviewed 8 months ago

It has elevated our customer communication strategy to new heights. The platform's versatility, combined with its powerful features, has made it an indispensable tool for our team. The positive impact on customer satisfaction and engagement has justified the investment.

Pros

The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs.

Cons

The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve.

GK
AvatarImg

Gaurav K.

Marketing and Advertising, self-employed

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

Intercom is the best software I ever used

Reviewed 2 years ago

Best Experience.

Pros

I use Intercom for at least 6 months for my website and I like it's features.Intercom is a marketing , customer support hub because I found and use all the important works in a single applications ( like customer support, social media management, help desk, marketing and much more). And it's chatbot is very amazing because it is very accurate and responsive.

Cons

I used Intercom for at least 6 months and I never saw any problem while using it. But it's pricing in very high so that for early startups it is very hard to afford it. I think the think about it.

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Andrea S.

Marketing and Advertising, 11-50 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

Great for Customer Service

Reviewed 5 years ago

We have collected many sales from users that weren't too sure of a product they wanted to purchase. Without Intercom, I don't know if they would have bought the product.

Pros

Intercom provides a streamlined experience for e-commerce owners and their customers. Placing it on the website is easy and makes it super simple to engage with potential customers by answering questions.

Cons

I honestly can't say anything about Intercom. Their service is amazing!

AvatarImg

Verified reviewer

Insurance, 1-10 employees

Used weekly for less than 6 months

Review source

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

Share this review:

Intercom logo

Intercom

Great tool to track your customer service and improve everyday

Reviewed a year ago
Pros

The integration was easy and superfast. All the functionalities respond correctly at what we were expecting.

Cons

none so far. For now it's perfect for my customer service.

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 2 years 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.

SN
AvatarImg

Susanna N.

Hospital & Health Care, 11-50 employees

Used daily for 2+ years

Review source

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

Share this review:

Intercom logo

Intercom

Unreponsive and caused a severe service disruption

Reviewed 4 years ago

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]....

Pros

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.

Vendor response

Hi Susanna, I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel. I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback...

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 4 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)

RM
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Ryan M.

Market Research, 501-1,000 employees

Used daily for less than 6 months

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

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Intercom

Awful product, worse team

Reviewed 5 years ago

Horrendous.

Pros

Nothing - never worked right, confusing interface, balky software, poor support team

Cons

Pretty much everything. Just an awful product and service team. Very unprofessional team.

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Verified reviewer

Financial Services, 10,001+ employees

Used daily for 6-12 months

Review source

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

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Intercom

We use Intercom and we love it...

Reviewed 6 years ago

It's been great. I'd like to roll it out to other arms of our business.

Pros

The user interface, custom bots, reporting, customer service

Cons

There are many basic features that are not available: Report to show how long reps were available during a certain time frame, The ability to prevent reps from accessing certain folders, The ability to change rep status from mobile,

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Verified reviewer

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

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Intercom

Good customer service platform

Reviewed 6 years ago

Good customer service

Pros

What I like most about intercom is that it easily allows you to handle customer inquiries and assign to the appropriate party

Cons

If I could improve one thing it would be to be able to group inquires based on their category or flag them for later

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Verified reviewer

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

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Intercom

The perfect tool to provide awesome customer support.

Reviewed 6 years ago

Streamlined customer service

Pros

Intercom is a great tool for customer support. It has lots of valuable features, such as the ability to embed help articles, leave notes for teammates, allow the users to leave a review, collect customer details, etc.

Cons

Don't have any specific complaints yet. I was a bit lost when using it for the first time, but once you figure out how things work, it becomes easy and intuitive.

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Nicholas T.

Internet, 1-10 employees

Used weekly for less than 6 months

Review source

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

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Intercom

Very easy and not complicated to use

Reviewed 3 years ago

It has opened my service to alot of opportunity

Pros

The campaign management is superb Their service are top notch

Cons

The price might be alittle to high for those that are just starting up, asides that everything else is good

Vendor response

Thanks for letting us know about your Intercom experience. It's great to hear that you've found our service top notch and that we've opened up new opportunities for your business. I'll send your feedback regarding our pricing to the team here We always aim to align the cost you pay with the value you see, and we have a specific Early Stage plan available for start-ups. Thanks again, Kate (Intercom - Customer Engagement)

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Rory B.

Restaurants, 1-10 employees

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

Powerful, Complete, but Pricey

Reviewed 6 years ago

We provide daily support to users, and we're able to manage support issues relatively easily with Intercom.

Pros

Easy implementation and complete service. This tool allows us to aid users through our apps ordering process, and identify bugs quickly. Our users compliment our customer service thanks to this product.

Cons

You are charged for users that are no longer active. You can avoid this by deleting users in intercom, but this is cumbersome and makes it feel like they are purposefully charging more than they should.

PS
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Phil S.

Health, Wellness and Fitness, 11-50 employees

Used daily for 6-12 months

Review source

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

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Intercom

Phil's Review

Reviewed 6 years ago
Pros

Very easy to navigate, view statistics, and it all looks clean. I also like the option to leave notes in messages for team communication

Cons

Nothing in particular, so far everything is great and convenient for customer service team and customers.

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Simon v.

Apparel & Fashion, 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

The go-to customer communication tool

Reviewed 6 years ago

It’s a tool full of communication options. Live chat, email campaigns, faq management.

Pros

Easy to use, hasn’t loads of options and its dev team keeps pumping out new features 👍

Cons

It’s quite pricey. Would be great to use all of their service packages when you’re an SMB