Intercom Features

Intercom

Intercom is modern business messaging at scale

4.53/5 (692 reviews)

Intercom Feature Summary

  • Team inbox
  • Customer user profiles
  • Real-time updates
  • Email campaign creation
  • A/B testing
  • Audience segmentation
  • Issue resolution
  • Live user data
  • Personalized reply templates
  • Real-time performance monitoring
  • Key message grouping
  • User event tracking
  • Intercom app for iOS
  • Behavior triggered messages
  • Conversation search
  • Rich message composer
  • Message tagging
  • In-app message/ email composer
  • Team assigning
  • Inbound email address
  • Message scheduling
  • Collaborative team inbox

Competitor Feature Comparison

@mentions
A/B Testing
API
Activity Tracking
Auto-Responders
CRM Integration
Call Recording
Chat
Collaboration Tools
Contact Database
Contact History
Conversion Rate Optimization
Custom Forms
Customer Segmentation
Customizable Templates
Drag & Drop Interface
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Employee Profile
Engagement Analytics
Event Triggered Actions
Help Desk Integration
Help Desk Management
Inbox Management
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Reports
Permission Management
Personalized Profiles
Real Time Notifications
Reporting & Statistics
Role-Based Permissions
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visitor Management
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Learn moreCompare App
@mentions
A/B Testing
API
Activity Tracking
Auto-Responders
CRM Integration
Call Recording
Chat
Collaboration Tools
Contact Database
Contact History
Conversion Rate Optimization
Custom Forms
Customer Segmentation
Customizable Templates
Drag & Drop Interface
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Employee Profile
Engagement Analytics
Event Triggered Actions
Help Desk Integration
Help Desk Management
Inbox Management
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Reports
Permission Management
Personalized Profiles
Real Time Notifications
Reporting & Statistics
Role-Based Permissions
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visitor Management
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Visit WebsiteCompare App
@mentions
A/B Testing
API
Activity Tracking
Auto-Responders
CRM Integration
Call Recording
Chat
Collaboration Tools
Contact Database
Contact History
Conversion Rate Optimization
Custom Forms
Customer Segmentation
Customizable Templates
Drag & Drop Interface
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Employee Profile
Engagement Analytics
Event Triggered Actions
Help Desk Integration
Help Desk Management
Inbox Management
Instant Messaging
Knowledge Base Management
Lead Capture
Lead Nurturing
Monitoring
Multi-Channel Communication
Multi-Channel Management
Performance Reports
Permission Management
Personalized Profiles
Real Time Notifications
Reporting & Statistics
Role-Based Permissions
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Visitor Management
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Visit WebsiteCompare App

Mobile apps

iOS App


48 reviews

See all iPhone Apps

Requires iOS 12.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


726 reviews

See all Android Apps

Intercom Feature Reviews

25 reviewers had the following to say about Intercom's features:

Anonymous
Head of Content (Computer Software company, 11-50 employees)
Verified Reviewer

Great time saver

2015-06-16

I'm a marketing manager and need to send lots of different emails out to our company's clients.

Pros

- nice interface - lots of data options - easy to set up drip campaigns

Cons

- stats could be more advanced

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

A good, cost effective platform to interact with customers

2019-07-24

Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested. It's a good, and useful software, but it's not as robust as Drift.

Pros

The ability to send email campaigns, set up notification/chat campaigns and live chat with customers.

Cons

The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Ken Barber

Verified Reviewer

Great for B2B SaaS smaller company

2016-05-20

After hearing multiple reviews of them, decided to use them for our targeted client marketing. This was a Buy v. build situation.

Pros

I love how it shows you which people qualify for a campaign instantly.

Cons

My person would not make it clear which of their 3 packages I needed and what would cause me to automatically move to a higher price point. they charge by cookied users (one option), but those are always changing.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
4 of 4 people found this review helpful
Helpful?   Yes   No
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Atish Bandyopadhyay

Great product to use!!

2018-11-11

We use it as a customer chat platform and regulating engagement over the customer app.

Pros

The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid.

Cons

The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Simon van Kesteren

The go-to customer communication tool

2018-12-19

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Clinton Boyda

Intercom Improving

2016-11-03

Tested Intercom for several months, loved the experience, loved how it made the customer interaction easier and less intrusive (which is important when users already are having problems) but wow overpriced!

Pros

Lovely Interface Powerful Analytics and Dashboard Great way to maintain strong Customer ongoing relationshiops API is sweet

Cons

COST COST COST Incomplete product keeps engagement high and drops the ball as it can't fully function as a helpdesk by itself so you end up with intercom + helpdesk software still needed to keep helpdesk tickets/cases organized

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10

Recommendations to others considering Intercom

Would love to migrate to this software permanently, API work already done for our Saas but without a complete helpdesk solution we can't afford this PLUS helpdesk licenses.

Source: Capterra
Helpful?   Yes   No
Read more
Keith Bateman

Love it!!

2018-12-04

It's an amazing program that has had a great impact on our business thus far!

Pros

I love how easy it is to create dynamic, creative campaigns without the need for heavy development or IT.

Cons

The built in reporting, in terms of exporting, is pretty lackuster.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Content Curator / Traffic & Acquisition Team Lead (Computer Software company, 51-200 employees)
Verified Reviewer

Impressive and flexible software

2018-05-08

Pros

As a marketer, this is a useful way to see what people say about our business, at the same time analysing what segments and other variables we can use in order to curate our marketing campaigns.

Cons

I don't think I need to see EVERYTHING whenever I'm trying to create a campaign. Could be much simpler in terms of design.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Josh Topel

Amazing Customer Support and Sales Tool

2020-04-05

We absolutely love intercom and our business is married to it.

Pros

We house all of our funnel related customer data in Intercom to provide an amazing customer experience.

Cons

I would like for Intercom to improve the outbound communication campaign feature set to be more like email marketing automation tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Thanks you for your wonderful review Josh! I'm so happy to hear your business is seeing such success with Intercom. And if you keep an eye on the 'what's new' section in the Intercom app you might just see something that will interest you very soon ;)

Kate (Intercom - Customer Engagement)

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George K

Full suite for all your marketing needs

2020-03-04

Works well to keep track of customer contact information and handle support.

Pros

Email management, chat widgets, intercom has it all and a leader in the marketing tools space.

Cons

Once you're using all their integrations, it's difficult to switch.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Hi George,

Thanks for the great feedback, and glad you got so much value from the trial.

Thanks again,
Phil (Customer Engagement)

Read more
Amy Domestico

Intercom, the all in one tool

2018-11-12

My wish is the cost would be better so we could use it for all 4 of our brands.

Pros

Ease of use, the triggers to set for campaigns are great.

Cons

We cant set up recurring email campaigns to the same cluster.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 51-200 employees)

Great communication tool

2019-07-19

Pros

-Lots of flexibility to automate communication -It consistently works and drives results -A/B testing feature makes it easy to conduct tests and choose winners -Easy to create messages

Cons

-It’s lack of a real integration with SFDC and Gainsight.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Stu Green

Verified Reviewer

An Essential Tool for Running Your SaaS Business

2015-10-30

We originally signed up for their beta when it was just a tracking tool to find out how many users you had in your app, now it's a full blown CRM with email marketing ability, real-time chat with customers, user segmenting, automatic messaging and so much more.

Pros

- Real-time chat with customers - Email marketing and segmenting which helps converts leads - Lowers churn because you can capture and engage users who are dropping off - Very easy to use, with a lovely user interface

Cons

- Can get a little expensive as your users grow - Price is plan is not fixed, so you have to manually remove old users (or visitors to your site) to keep your price plan down or it will rocket without you realizing

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Intercom is pretty awesome. I just wish they hadn't changed their UI.

2018-05-31

User tracking bliss and segmented messaging depending on where a user is during the onboarding process.

Pros

The platform allows you to A/B test all kinds of messaging via a native app chat bubble or email series and helps you track user engagement in an extremely user-friendly manner.

Cons

Support time wasn't as fast as I liked and the new mandatory UI change was not welcome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Useful Project Dashboard. Able to keep track of your projects, regardless on home or office use.

2018-06-14

Ability to see all your projects on a single dashboard, and share with others.

Pros

Good for home use or small office use. API Linkages is plentiful as well.

Cons

May get messy without a proper keying system in a small office usage.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Floor Nijenkamp

Beautiful tool for customer support

2018-08-02

Pros

I used this software just for a short time because I'm not in the customer support department, but I like the design and the ease of use.

Cons

I needed the Intercom API for additional data analytics, and it took me some time to getting used to using this API.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Girivaru Tarun

A good tool for customer success management, best for startups and mid level companies who have SaaS

2018-07-31

customer success

Pros

customized tracking of user activities user nurturing - you can design day1 to day 90 flow Website audience management

Cons

the new UI worst - they had a good UI earlier Support slowest in the world Not much customizations in depth

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Airlines/Aviation company, 11-50 employees)

Best way to keep in touch with customers

2019-01-08

Pros

- Chat function on your website - Possibility to host helpcenter - Improving analytics - Possibility to send simple automated campaigns

Cons

- Support is nice but painfully slow - Analytics could be better out of the box and now imrpoving slowly - Conversations can get easily lost if a lot of users show up at the same time - Pricing changes made it loose its initial appeal

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jennie Zhu

A Great Lead Capture

2019-10-15

I wish the chat flows were more advanced and customizable. There was definitely a learning curve with the chat flows.

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 1-10 employees)

The BEST Software for Communicating with Your Customers

2018-11-09

Pros

They make chatting and supporting customers simple. It integrates perfectly on the website.

Cons

So for on-going campaigns that we make tweaks too, we can't see if rates open rates improved month over month.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Valerio Piselli

Intercom is pretty simple and straightforward

2018-02-09

This tool has allowed us to boost our sales and track marketing campaigns in an easy and friendly way.

Pros

It is a very easy tool to use.

Cons

Maybe the price scheme could be simpler, but ultimately a great product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Basiirat Ali

Intercom should aim for perfection.

2018-08-20

Intercom makes it easier to develope a relationship with our users,while also able to get feedback from them in real time and address their complaints and queries as fast as possible.Thus we have been able to engage more with our customers thereby improving their loyalty and keeping them hooked to our products and services.

Pros

I love that Intercom offers my organization more possibilities beyond acting as a medium to offer support to customers(helpdesk), it also serves as a marketing tool.It is accessible both as a web and mobile based app and offers a good experience to web visitors on every smart device.

Cons

Intercom just doesn't offer the full deal either as a livechat solution or a marketing tool.Therefore we still have a primary marketing tool despite the marketing features present on Intercom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sasha E. Wolff

Making Marketing Emails a Breeze

2019-03-12

Pros

From a marketing standpoint, creating an email drip campaign with Intercom is really simple and intuitive.

Cons

Sometimes the platform was a little difficult to figure out because it's so robust.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Simeon Prieskorn, CSPO

Intercom Review

2018-11-21

It has been fantastic overall - there are some missing features around the FAQ but that is a minor point compared to our ability to integrate intercom in the ways we need to ​provide our customers with the best possible experience.

Pros

Unlike many other ticketing systems,​ this one specifically helps to actually have just in time support.

Cons

There are not very many features around content management in the FAQ.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Rakesh Das

It's a very good software to track the customer retention and customer drop rate. Very much useful..

2017-07-19

It has helped us track the drop rate . We have also got an insight on the most viewed pages which helped us on updating the same feature.

Pros

The real time interaction option is very good.

Cons

May be the UX needs a bit more enhancement as it is a bit complex to understand the usability.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more