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Intercom vs User.com 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...

User.com is marketing automation platform aimed at boosting engagement and improving conversion by using a single data source...

  • 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

ic-pricetag

No pricing info

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

User reviews

4.5

1K

5

4

3

2

1

691

264

67

16

18

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

4.6

36

5

4

3

2

1

28

5

1

0

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
91%
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

I can definitely recommend this to any sales/marketing/customer success teams - user.com is safe, gdpr compliant, affordable and easy to learn and to use.
Actually, the idea is cool, guys, your customer service is awesome, after few days i've already understood how to use the main functions, love testing your actions everyday.
So thankful for this tool as it was a huge help in management thus saving a lot of time. Its marketing features are so easy to use and really do the job.

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

Bad customer support, administration and misleading information.
They have bad customer support and administration.
Was some bugs in the older version that sometimes made me mad. User filtering sometimes not worked.
  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last reviewa year ago

Key features

  • Total features169
  • 2-Way Messaging
  • @mentions
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asynchronous Learning
  • Audience Targeting
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • Autoresponders
  • Batch Communications
  • Behavior Analytics
  • Behavior Tracking
  • Behavioral Targeting
  • Blended Call Center
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Analytics
  • Campaign Management
  • Campaign Personalization
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Database
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Confirmation/Reminders
  • Contact Database
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • 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
  • 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 Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales/Marketing
  • For Startups
  • Forms Management
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • Image Library
  • In-App Training
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • 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
  • Manual Dialer
  • Marketing Automation
  • Marketing Calendar
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Coupons
  • Mobile Optimization
  • Mobile Retargeting
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • Multiple User Accounts
  • Multivariate Testing
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Notification Scheduling
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Pipeline Reports
  • Pre-Configured Bot
  • Predictive Analytics
  • 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
  • Referral Tracking
  • Reminders
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Sales Analytics
  • Sales Pipeline Management
  • Sales Reports
  • Scheduled Messaging
  • Screen Sharing
  • Search Marketing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Signature Management
  • Single Sign On
  • Social Marketing
  • Social Media Integration
  • Social Promotion
  • Softphone
  • Source Tracking
  • Spam Blocker
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Target Account Identification
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Zone Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Web Forms
  • Web Notifications
  • Web-based Deployment
  • Website Integration
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Workflow Configuration
  • Workflow Management
  • Total features180
  • 2-Way Messaging
  • @mentions
  • A/B Testing
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Asynchronous Learning
  • Audience Targeting
  • Automated Responses
  • Automated Routing
  • Automated Scheduling
  • Autoresponders
  • Batch Communications
  • Behavior Analytics
  • Behavior Tracking
  • Behavioral Targeting
  • Blended Call Center
  • Blended Learning
  • CAN-SPAM Compliance
  • CES Survey Structure
  • CRM
  • CSAT Survey Structure
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Analytics
  • Campaign Management
  • Campaign Personalization
  • Campaign Scheduling
  • Campaign Segmentation
  • Canned Responses
  • Cataloging/Categorization
  • Chat Transcript
  • Chat/Messaging
  • Chatbot
  • Click Tracking
  • Client Database
  • Client Management
  • Code-free Development
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Confirmation/Reminders
  • Contact Database
  • Contact Management
  • Content Management
  • Contextual Guidance
  • Conversion Tracking
  • 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
  • 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 Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Activity Monitoring
  • Employee Management
  • Employee Onboarding
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Developers
  • For Sales/Marketing
  • For Startups
  • Forms Management
  • Full Text Search
  • Geotargeting
  • Help Desk Management
  • Human Handover
  • Image Library
  • In-App Training
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management
  • Landing Pages/Web Forms
  • 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
  • Manual Dialer
  • Marketing Automation
  • Marketing Calendar
  • Mass Texting
  • Message Personalization
  • Mobile Access
  • Mobile Coupons
  • Mobile Optimization
  • Mobile Retargeting
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Marketing
  • Multi-Language
  • Multiple User Accounts
  • Multivariate Testing
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • Notification Scheduling
  • Offline Form
  • On-Demand Communications
  • One-to-One Messaging
  • Outbound Call Center
  • Performance Metrics
  • Personalization
  • Pipeline Management
  • Pipeline Reports
  • Pre-Configured Bot
  • Predictive Analytics
  • 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
  • Referral Tracking
  • Reminders
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Role-Based Permissions
  • SMS Marketing
  • SMS Messaging
  • SSL Security
  • Sales Analytics
  • Sales Pipeline Management
  • Sales Reports
  • Scheduled Messaging
  • Screen Sharing
  • Search Marketing
  • Search/Filter
  • Segmentation
  • Self Service Portal
  • Self Service Tools
  • Self-paced Learning
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Signature Management
  • Single Sign On
  • Social Marketing
  • Social Media Integration
  • Social Promotion
  • Softphone
  • Source Tracking
  • Spam Blocker
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Target Account Identification
  • Task Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third-Party Integrations
  • Time Zone Tracking
  • Transcripts/Chat History
  • Transfers/Routing
  • User Management
  • User Onboarding
  • Virtual Assistant
  • Visual Analytics
  • WYSIWYG Editor
  • Web Forms
  • Web Notifications
  • Web-based Deployment
  • Website Integration
  • Website Visitor Tracking
  • Whitelisting/Blacklisting
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations543
  • 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 integrations60
  • 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

User reviews that mention these apps

AvatarImg
AvatarImg

Bartosz G.

Computer Software, self-employed

Used weekly for less than 6 months

Review source

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

Share this review:

User.com logo

User.com

Easy growth hacking

Reviewed 8 years ago

Easy growth hacking If you are into growth hacking this is something for you. The API is great: you can connect it with apps, crawlers or fb campaigns. Really do some serious growth sorcery. It saves tons of work with SQL, managing database and automation. It has some fairly robust forms and pop-ups mechanisms. API docs are well written and updated, no problems with that. Devs answer live chat queries which is rather rare and you don’t end up talking about API with the marketing guy.

Pros

- well written api docs and tech support - does the boring stuff for you - nicely plays with other apps

Cons

exports and imports go slow, especially from Intercom

AB
AvatarImg

Aleks B.

Review source

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

Share this review:

User.com logo

User.com

Awesome Customer Messaging Platform

Reviewed 7 years ago

Our company were using Intercom for 1.5 years. However, as one of our team members found UserEngage, it become more obviously that Intercom is way too expensive, and UserEngage is a great alternative. Maybe they don't have 100% functionality what Intercom has, however, they do have most improtant things. Also, they're different. With much stronger base in MARKETING AUTOMATION.

Pros

Covers most needs for customer messaging

Cons

Some minor software bugs. Which is understandable, because the startup is new

Vendor response

Thank you Alex! It's great to know you appreciate the automation capabilities of UserEngage.

C.
AvatarImg

Chris ..

Review source

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

Share this review:

User.com logo

User.com

Great Value

Reviewed 8 years ago

The app works ok and customer support is helpful when bugs or issues come up. Might not be as well designed as intercom but that's not a problem when you figure it out

Pros

No pros were added to this review

Cons

No cons were added to this review

Vendor response

That's right, the software is a bit rough, but our policy is to give back with extended functions and support :)

GH
AvatarImg

Gerald H.

Information Technology and Services, 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:

User.com logo

User.com

All the features you need for a friendly price for a startup

Reviewed 8 years ago

I was looking for a tool as intercom but that turn out the be way more expensive. This does the trick... provide me with the features i want to have. Getting started with the free account is great to learn to tool.

Pros

- easy interface, - lots of features - can replace mailchimp for mail automation and - easy to create complete triggers based on user actions

Cons

- i can not yet connect it with zapier or my crm (insightly) - Knowledge base good be extended with more detail info on features.

Vendor response

Thank you very much for your review Gerald!

KT
AvatarImg

Kyrylo T.

Information Technology and Services, 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 recommend6/10

Share this review:

User.com logo

User.com

Proactive support team

Reviewed 4 years ago
Pros

Feature-rich software with great automation potential and superb support team. I was impressed when their customer success officer noticed a technical mistake in my automation setup, notified me, and fixed the issue before it messed up my email campaign.

Cons

User.com automation may be difficult to configure as you need to plan the whole flow ahead. It's not as intuitive as on Intercom, but it can automate more processes in your team and provide you with more insight into the relations with your customers and users.

Vendor response

Highly appreciate your review and your thoughts about our product Kyrylo including working together on a case study! It has been fantastic to hear your thoughts and feedback about how you're able to use the platform to save so much time!

AvatarImg
AvatarImg

Arnoldas R.

Used weekly for 1-2 years

Review source

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

Share this review:

User.com logo

User.com

Just do what intend to very well

Reviewed 7 years ago
Pros

Many functions, that usual doing several tools, do very good and reason why most value provide - all connected and managed as one system. And value is great. Just compare how much usually have to pay for separate tools: for chat, for email marketing automation, for popups, for user help system,.... In many replicates what Intercom do. And do it, must say , well. I like support too. Quick enough (at least in Europe time zone, do not know how in other zones).

Cons

Was some bugs in the older version that sometimes made me mad. User filtering sometimes not worked. But all that was solved in the new version and added some great new features.

AvatarImg
AvatarImg

Eldar G.

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

Share this review:

User.com logo

User.com

Why Our Team Had to Say Goodbye to User.com

Reviewed a year ago
Pros

It is an all-in-one solution so you don't have to use many other tools. Also, it has an amazing customer support team.

Cons

Our team of 100 people has been using User.com for 5 months now. We spent a lot of time and resources integrating User.com with our process and tools. But we had to move away from User.com. That's why:- UX is terrible, even for experienced support people it's hard to navigate or find something, yes we used Intercom and Zendesk so we can easily compare them;- complicates very simple processes, so we...