Intercom Features

Intercom

The #1-rated Business Messenger for customer relationships.

4.51/5 (782 reviews)

Competitor Feature Comparison

@mentions
AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Analytics/ROI Tracking
Appointment Management
Auto-Responders
CAN SPAM Compliance
CRM
Call Center Management
Call Recording
Campaign Management
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Management
Contract/License Management
Conversion Rate Optimization
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Surveys
Customizable Branding
Customizable CTAs
Customizable Fields
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Employee Profiles
Engagement Tracking
Event Triggered Actions
File Sharing
Geotargeting
Help Desk Management
Inbox Management
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Database Integration
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Marketing Automation
Mobile Access
Mobile Optimized Emails
Multi-Channel Communication
Multi-Channel Marketing
Performance Metrics
Personalization
Predictive Analytics
Proactive Chat
Project Management
Prospecting Tools
Push Notifications
Queue Management
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Screen Sharing
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Spam Blocker
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Virtual Assistant
Visitor Management
WYSIWYG Editor
Website Integration
Website Visitor Tracking
Workflow Management
eCommerce Management
Learn moreCompare App
@mentions
AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Analytics/ROI Tracking
Appointment Management
Auto-Responders
CAN SPAM Compliance
CRM
Call Center Management
Call Recording
Campaign Management
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Management
Contract/License Management
Conversion Rate Optimization
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Surveys
Customizable Branding
Customizable CTAs
Customizable Fields
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Employee Profiles
Engagement Tracking
Event Triggered Actions
File Sharing
Geotargeting
Help Desk Management
Inbox Management
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Database Integration
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Marketing Automation
Mobile Access
Mobile Optimized Emails
Multi-Channel Communication
Multi-Channel Marketing
Performance Metrics
Personalization
Predictive Analytics
Proactive Chat
Project Management
Prospecting Tools
Push Notifications
Queue Management
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Screen Sharing
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Spam Blocker
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Virtual Assistant
Visitor Management
WYSIWYG Editor
Website Integration
Website Visitor Tracking
Workflow Management
eCommerce Management
Visit WebsiteCompare App
@mentions
AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Analytics/ROI Tracking
Appointment Management
Auto-Responders
CAN SPAM Compliance
CRM
Call Center Management
Call Recording
Campaign Management
Canned Responses
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Management
Contract/License Management
Conversion Rate Optimization
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customer Surveys
Customizable Branding
Customizable CTAs
Customizable Fields
Dashboard
Data Import/Export
Document Storage
Drag & Drop
Drip Campaigns
Dynamic Content
Email Campaign Management
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Employee Profiles
Engagement Tracking
Event Triggered Actions
File Sharing
Geotargeting
Help Desk Management
Inbox Management
Knowledge Base Management
Knowledge Management
Lead Capture
Lead Database Integration
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
Lead Verification/Validation
List Management
Live Chat
Marketing Automation
Mobile Access
Mobile Optimized Emails
Multi-Channel Communication
Multi-Channel Marketing
Performance Metrics
Personalization
Predictive Analytics
Proactive Chat
Project Management
Prospecting Tools
Push Notifications
Queue Management
Real Time Notifications
Real-time Consumer-facing Chat
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Screen Sharing
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Spam Blocker
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Template Management
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Virtual Assistant
Visitor Management
WYSIWYG Editor
Website Integration
Website Visitor Tracking
Workflow Management
eCommerce Management
Visit WebsiteCompare App

Mobile apps

iOS App


57 reviews

Requires iOS 13.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


815 reviews

Intercom Feature Reviews

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

Clinton B.

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
Anonymous
(Computer Software company, 201-500 employees)

Just above average

2019-02-10

Intercome has been just above average for us in setting up an open communications channel for the clients to reach out to.

Pros

Easy to use and implement on the organization sites.

Cons

Lacks advanced analytical capabilities, which leads to a lot of manual intervention to track the performance.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Girivaru T.

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
Floor N.

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
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)

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Arie Dia F.

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
Rita R.

Great user feedback source

2020-09-29

It is a great tool for collecting feedback by users of your application

Pros

My main and favorite features are the search using conversation tags and the weekly report of open tickets that were marked by these tags.

Cons

The main point of improvement is tag management. Today it is complex to manage tags and it could be more intuitive to create subtags

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Hi Rita, thanks for leaving us this review. I'm glad to hear you like our feedback features, and I hope you've seen all of the great upgrades we've recently made in the conversation data space!

Thanks too for your feedback on tag management. I'll make sure to send this on to the Product team :)

Thanks again,
Kate (Intercom - Customer Engagement)

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Simeon P.

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
Nicholas T.

Very easy and not complicated to use

2021-06-12

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

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


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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Anonymous
(Information Technology and Services company, 11-50 employees)

A good, cost effective platform to interact with customers

2019-07-24

We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. 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. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations.

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
Simon v.

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
Anonymous
(Consumer Electronics company, 11-50 employees)

Amazing product for customer service

2019-02-08

Pros

Intercom's messaging, alerts and notification was a game changer for our customers.

Cons

It was little difficult to ramp up on in-depth reporting feature of intercom, but once on it, it was good.

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
Keith B.

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
(Computer Software company, 51-200 employees)

Great tool for customer engagement and insight

2020-10-06

I recommend Intercom for organizations that want to get a deeper insight into user engagement on their website/app.

Pros

Intercom is great for tracking user engagement, support, and marketing.

Cons

Setup can be complicated and require a developer if advanced or deep site integration is desired.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Thanks for taking the time to leave us this review. I'm delighted to hear you've found Intercom so powerful!

I work very closely with the team who develops our onboarding materials and our Intercom Academy courses so thank you for your feedback about the steep learning curve.

One great way to unlock even more Intercom knowledge is by joining our customer community, Interconnected (https://forum.intercom.com) - take a look if you haven't already had a chance!

Kate (Intercom - Customer Engagement)

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Anonymous
A verified reviewer

Incredibly simple and powerful!

2018-03-07

Save hours of development, more customers, more active users. The learning phase that may require a few days since a lot of features and options are available. However, almost all are nicely explained.

Pros

Intercom saved us a lot of time, integrates nice with a lot of external apps and report incredible metrics that allow improving customer engagement and reducing churn.

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
Jennie Z.

A Great Lead Capture

2019-10-15

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

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
Rakesh D.

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

2017-07-19

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. But it's not that big a drawback.

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
Henry W.

Great live chat

2019-12-30

It is a safe bet to make your customer service more effective

Pros

I like how easy it is to set up, and therefore to interact with customers from day 1.

Cons

I would like to have more integrations with third parties and more personalization of reports

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


Thank you for leaving us this review Henry! I'm glad to hear you found it easy to get Intercom set up from Day 1 and that you're finding it so effective.

Definitely get in touch through the messenger to let our team know which third party integrations you'd like to see us build next!

Kate (Intercom - Customer Engagement)

Read more
Ken B.

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. Exporting target lists is also easy.

Cons

That should be a basic feature. -The button options are super limited.

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
Read more
Juan P.

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
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
Anonymous
Strategist | Marketing Manager (Marketing and Advertising company, 11-50 employees)
Verified Reviewer

Complex business solution that you should invest your time in

2018-03-27

Pros

The analytics metrics can help you build powerful customized messages.

Cons

The fact that it is built like a messaging app, even if someone is not available on the other end. It could improve the user experience if it helped with setting the users' expectations upfront. On the other hand, you can set your own automatic replies taking that in consideration.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
Alexandre B.

OK for sales, Horrible for support

2019-02-07

My experience from a support perspective with intercom has been BAD Frequent outages with no alerts, no help, reporting is the worse, pricing has increased dramatically which makes it a really bad option as opposed to Zendesk or even Freshdesk for support Does the Job for sales

Pros

-Ease of use -Design -Original pricing -Integrations

Cons

-Reporting is ATROCIOUS -Ticket Assignment is Bad -Support is poor -Limited features -Not for ticketing/support -Regular bugs/outages

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 11-50 employees)

Best Overall

2019-10-31

It's great for connecting with customers on the website. I usually reply very quickly because I have Intercom app on my phone.

Pros

The first feature we love the most is being able to write invisible for customer notes.

Cons

I can't find Intercom exports in our customer relationship management system.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 501-1000 employees)

Useful product for customer support and lead communication

2018-10-10

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

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Intercom


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.

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