Intercom Features

Intercom

Customer messaging platform for sales, marketing and support

4.55/5 (452 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
  • Collaborative team inbox
  • Message scheduling

Marketing Feature Comparison

Most popular features of all Marketing apps

A/B Testing (143 other apps)
API (379 other apps)
Activity Dashboard (208 other apps)
Campaign Analysis (185 other apps)
Campaign Management (163 other apps)
Content Management (165 other apps)
Customizable Branding (177 other apps)
Customizable Templates (186 other apps)
Data Import/Export (141 other apps)
Drag & Drop Interface (194 other apps)
Engagement Analytics (159 other apps)
Monitoring (176 other apps)
Multi-Channel Marketing (148 other apps)
Real Time Analytics (143 other apps)
Real Time Data (136 other apps)
Reporting & Statistics (193 other apps)
Social Media Integration (209 other apps)
Social Network Marketing (136 other apps)
Tagging (143 other apps)
Third Party Integration (201 other apps)

Competitor Feature Comparison

Mobile apps

iOS App


62 reviews

See all iOS Apps

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 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
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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
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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
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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: Other

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Education Management company, 11-50 employees)

All your needs in one tool

2018-11-20

Pros

The features of Intercom makes it more suitable for product/customer support teams, as it does not integrate Ads/Social posts automation.

Cons

Also, the campaign builder could be better, there are some software alternatives in Brazil that are smaller than Intercom and already have a better Campaign logic setup (with drag and drop and a visual flow chart).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Content Curator (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
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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
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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
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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
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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
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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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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
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João Victor Gonçalves

Power tool for marketing automation and a more human customer service

2018-05-30

Also, it has a more human and real-time approach of costumer support, which helps to solve faster user's issues.

Pros

Intercom has a set of products that really talk with each other and follows the user's flow since a visitor to your product's website until the part where you're trying to drive engagement. It's integration via REST API helps getting data that is important to create powerful segments to target via in-app message which has higher CTR than email.

Cons

Besides that, you also need an initial effort to integrate with API to get the full power of the platform.

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
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
Anonymous
(Media Production company, 11-50 employees)

A Patchwork Of Valuable Tools

2018-10-03

Engaged with customers and leads real time online.

Pros

They’ve branched from there into other things in the customer engagement and marketing automation worlds, and do most of what they offer very well.

Cons

They would say that they’re good at marketing email automation and blasts, but they’re not REALLY built for that, at least compared to other tools they’re competing against.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Really thoughtful review - thanks for sharing. Appreciate the feedback on email automation, segmentation and CRM.

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Juan PINEDA

Intercom for On-Demand Platforms

2018-11-09

It's good but lack of analytics to manage the KPIs of a big operations like ours.

Pros

Intercom is like a full stack comminucation software that generates great value to companies like ours.

Cons

I don't really like the way you group data reports. You are aggregating data by teammates but not by groups, it's impossible to have the metics for a specific group that have teammates in multiple groups.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dr. Jonas Steeger

Intercom is great and the potential even greater

2018-11-20

Reports should allow to explore the data more and multi-language support is a real issue for us.

Pros

- Easy to use - Easy to implement - All the neccessary features to get you flying straight away (both in terms of support and sales) - Gets you in touch with customers/potential customers better than any other tool we know

Cons

- The reports lack detail and the chance to dig deeper (especially in the B2B market) - Custom fields are limited and you cannot delete them (sick pricing model though) - Multi-language is an issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Arie Dia Fauzan

Ease of Use and Great Support

2018-11-13

Our clients feel a real-live support through the intercom.

Pros

East Integration

Cons

Although the performance statistic is cool, we'd love to see details of other metrics without to export raw data.

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
Becky Jewell Laughton

Excellent Chat Platform for Success Teams

2018-01-16

The sorting AI is very good and saves us time, helps us help customers and leads much more quickly.

Pros

It can be used by sales and support teams, and it has a one-click integration with Github and a similar integration with Salesforce.

Cons

I wish the help center/educate section was more robust and better organized, or more customizable - that said, it is a new feature.

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
Rafayel Shirakyan

The best app for customer support

2018-11-20

Pros

The API, The statistics, The usability, - UI/UX The tutorials

Cons

the mobile app version which is not bad but could be better

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
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
Anonymous
A verified reviewer

Nice Interface, But Pricey

2018-06-27

Pros

It also gives you more details of each customer retrieved by crawling through social media websites once you have inputted in the email address.

Cons

Taking into consideration that the new clients on the chat is below 5000 users, it is really expensive for small-medium enterprises to take up this software (And this does not include the full range of features) when there are alternatives out there that don't burn so much into the monthly marketing budget.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Fantastic chat app, one of the best in it's league.

2018-05-10

Pros

What I like most about this software is that it allows us to deliver quality customer support for all of our apps in real time. Also, it's reporting and data collection features are second to none.

Cons

Once we understood, it was easy to see the value, but it would be good for users to know up front.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

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
Tanja Ramey

Verified Reviewer

It is a really solid product with a lot of functionality

2018-04-18

Pros

Intercom is ideal for tracking sales, marketing, and customer support.

Cons

Also, the marketing email interface is a bit unwieldy, at least for me.

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: GetApp
Helpful?   Yes   No
Read more