Intercom Pricing Plan & Cost Guide

Intercom

The #1-rated Business Messenger for customer relationships.

4.51/5 (783 reviews)

Intercom Pricing

Starting from: $38.00/month

Pricing model: Subscription

Free Trial: Available

Intercom Essential: from $38/month

Intercom Pro: from $75/month

Intercom Premium: Custom pricing


Recommended add-ons:

- Custom Bots from $99/mo
- Answer Bot from $99/mo
- Product Tours from $119/mo
- Help Center Articles from $49/mo

Competitors Pricing

GreenRope

Starting from: 129.00/month
Pricing model: Subscription
Free Trial: Available

Pardot

Starting from: 1250.00/month
Pricing model: Open Source, Subscription
Free Trial: Available

TUNE

Starting from: 499.00/month
Pricing model: Subscription
Free Trial: Available

ActiveCampaign

Starting from: 9.00/month
Pricing model: Subscription
Free Trial: Available

Salesforce Marketing Cloud

Starting from: 4800.00

Intercom Pricing Reviews

Pros

  • Integrations are just fabulous and once done, every marketer or even customer care folks will be so happy, if trained properly.Verified ReviewerRead the full review
  • Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.Anna K.Read the full review
  • When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.Susanna N.Read the full review

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.Susanna N.Read the full review
  • We have stuck with intercom for 4 years at this point and no plans to leave.Verified ReviewerRead the full review
  • 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.Aleksandr S.Read the full review
94%
recommended this to a friend or a colleague

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

Artem K.

Great overall

Used daily for 1-2 years
Reviewed 2018-10-26
Review Source: Capterra

I really enjoy using it. It's nice and powerful, however I know at least 2-3 alternatives, which might be as not nice, but much cheaper.

Pros
It's really sleek and nice. You actually enjoy using Intercom all the time

Cons
The price is a little too much. You can get the same value for much less.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Madhav B.

Made our customer support processes professional

Used daily for 2+ years
Reviewed 2018-03-09
Review Source: Capterra

Pros
I love that we can get in touch with our customers through various mediums like in-app, mobile, web-app, email etc. Also, their support icon isn't obtrusive at all.

Cons
It's expensive and they don't have a cheap starting plan. Pricing based on the no. of users is fine, but atleast try to keep it cheap when a business starts out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Peter C.

Complete Package

Used daily for 1-2 years
Reviewed 2019-12-13
Review Source: Capterra

We had the opportunity to start fresh with a new ticket system/knowledge base so were shopping around. We came across Intercom and never looked back. While it has those things it is so much more being a central place to manage all our client related communications. It is by far the application I use most day-to-day.

Pros
Using Intercom has been an amazing experience. It is well thought out, full featured and continues to improve all the time. It has become an essential tool to communicate with our leads/clients. What is great is we can reach them (and they reach us) wherever they are: our website, in our web app, our mobile apps, email, etc.

Cons
While it starts off cheap depending on the features you choose to use and your volume it can start to get expensive quick. I'm not saying the product still doesn't provide value (it absolutely does) just if I had to pick what I liked least I would say cost.

Response from Intercom


Hi Peter,

We really appreciate you leaving us a review and are so happy to hear Intercom is an essential part of your customer communication.

Thanks also for your feedback on pricing. We work really hard to align our pricing to the value you are seeing. Please get in touch if you would like to discuss your subscription options with us.

Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Anonymous

My favourite support tool

Used daily for 2+ years
Reviewed 2021-03-15
Review Source: Capterra

Only good experience overall Great support team Price could be better

Pros
Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided

Cons
Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

Response from Intercom


Thanks for letting us know that Intercom is you favorite support tool and we're helping you deliver such a good user experience.

I appreciate your feedback on our pricing, Articles feature and ad block issues. I'll make sure these get back to the right people here.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Dave R.

Great tool for onboarding and retaining users

Used daily for 6-12 months
Reviewed 2018-10-02
Review Source: Capterra

I've learned a lot from their customer service, their blogs and webinars. And the great thing is that our users really respond to this way of communicating with an user base.

Pros
I really like the ease of use. As soon as you've configured the Messenger and the Custom attributes, the sky's the limit.

Cons
As as start-up we qualified for the cheaper version of Intercom. I don't if we would have bought Intercom if the prices are as they are normally for companies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Vincent F.

Very performant but expensive

Used daily for 1-2 years
Reviewed 2016-12-06
Review Source: Capterra

We use it for the chat service and the automation marketing tool. It's very helpful but quiet expensive.

Cons
Price

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Anonymous

Great customer service tool for internet companies

Used daily for 2+ years
Reviewed 2021-06-21
Review Source: Capterra

Great software, one of the few CRM that actually delivers real value and fosters taking care of customers, not tickets.

Pros
Direct integration to your website or system and being able to feed data directly to intercom. You can then use that data to filter and manage customers.

Cons
They have been launching new features but it feels like they are towards the higher priced plans, which may make it expensive if you got 10k or more users.

Response from Intercom


Thanks so much for leaving us this review. It's great to hear we're delivering real value for your company and that our approach on prioritizing customers rather than tickets resonates with you.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Kamel N.

Can't live without!

Used daily for 2+ years
Reviewed 2019-10-27
Review Source: Capterra

If your business can afford this, definitely go with it!

Pros
There is a bunch of reasons why I love this product: - User Experience is so well crafted - Relating the user data in the conversation makes things connected - The mobile app helps replying quickly to users - The different use cases they solve (ending with the latest one: Product Tours) - Their E-books are so insightful

Cons
The worst thing about Intercom is the pricing plan! Honestly, they are becoming so so expensive. If I want my business to rely on it, I will pay a lot of money! Even if I'm in a small business, I must pay.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Anonymous

We are able to keep up with our customers, and convert new users.

Used daily for 2+ years
Reviewed 2018-07-09
Review Source: Capterra

Pros
We love the ability to chat with all users currently on our site. This helps us walk new users through the process and help our conversion rate significantly.

Cons
A few years ago the pricing was way too high for us, but recently they lowered the price so it is more affordable for us now.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Anonymous

Easy Integration with Powerful Features

Used daily for less than 6 months
Reviewed 2018-11-29
Review Source: Capterra

Pros
Really easy to set up and start using on any website. It is also extremely powerful with a ton of integration that fits most people's needs.

Cons
It isn't cheap. To get the most out of this software, a lot of plans need to be purchased separately and the cost adds up.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Leopold S.

Powerful tool at a powerful price

Used daily for free trial
Reviewed 2021-04-09
Review Source: Capterra

What I would like to highlight is Intercom's customer service. It doesn't feel like you're asking for help, but like you're chatting with an acquaintance and solving the actual problem on the side. I think Intercom is using its own tool exactly as it was intended. And that's just unique. I'll be honest, it's the best customer service I've ever experienced - even in the free trial period!

Pros
In short, I love Intercom. Combined with my WordPress website, it has revolutionized my customer service. It's very easy to use for both the end user and me as an admin, yet so powerful. It's just fun to work with - even on the go!

Cons
I am willing to pay a little more money for a great tool. However, for me as a freelancer, it's hardly sustainable and out of proportion. The cheapest plan for about 65$ is not easy to carry. I wish there was a cheaper option here. I'm sure it would bring Intercom many more customers who will surely upgrade later (if they can afford it). The StartUp plan is not applicable for me, unfortunately.

Response from Intercom


Thanks for telling us know Intercom has revolutionized your customer service Leopold. And I'm delighted you find our system so much fun to work with - I wish that were true for more systems!

I'll make sure to send your feedback regarding our pricing and packaging on to the team here as it's something we're constantly working on.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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James D.

We couldn't run our business without it

Used daily for 2+ years
Reviewed 2018-10-16
Review Source: Capterra

Pros
Intercom is critical to our daily support operations and even sales at this point. We feel that it gives us an advantage over our competitors because they feel like they can get in touch with us immediately without having to wait for email. With the addition of bots and other automated features, it makes the experience even better for our customers. Highly recommended for teams big and small.

Cons
Price. It can get very expensive as your user base grows.

Response from Intercom


Amazing to hear that Intercom is so central to your business, James, and that the new features are resonating with you. Don't hesitate to get in touch if I can help in the future.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Bryan M.

A great customer management tool

Used monthly for 2+ years
Reviewed 2018-05-15
Review Source: Capterra

Pros
When Intercom first came out, it felt like the missing piece to many web applications customer tracking. It was more useful for SaaS than most CRMs and a better customer support tool as well. Being able to track user activity in it also made it a nice dashboard to get insights on active/inactive users.

Cons
Cost is our biggest problem with Intercom. Since we started using it, it became more and more expensive. Upon just checking the pricing page now, it seems like prices have come down slightly since what I remember, but while it is a great tool, I do not feel that I can recommend it to every new app coming out because of price.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Tito C.

The best option for LIVE CHAT and Support

Used daily for 2+ years
Reviewed 2020-01-06
Review Source: Capterra

Pros
Intercom is the lease in the industry and that’s because is the best in Livechat and support software. I’ve tried a lot of services before, cheap and expensive and I can say intercom worth every penny and it’s the option that has given to me the best results.

Cons
Nothing found until now. It’s really complete and well done solution.

Response from Intercom


Thank you for taking the time to leave us this review Tito. It's great to hear that Intercom is helping you drive results for your business.

Thanks again,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Oliver A.

All our support team is using it

Used daily for 2+ years
Reviewed 2019-09-05
Review Source: Capterra

Pros
Ease of use is really great. We have hundrets of conversations with our clients every day using this tool.

Cons
Their pricing. Not only is it expensive, they have changed their pricing plan about 4x in 2 years. Furthermore it's very complex to understand.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Constantinos S.

Great product, expensive for small business

Used daily for less than 6 months
Reviewed 2019-09-30
Review Source: Capterra

Great product. Currently using it as a startup, with adiscounted price for a whole year. Not sure I will continue using it afterwards as it seems very expensive.

Pros
The features available and the flexibility in customising it form the backend. Very powerful in targeting existing users.

Cons
The price! The onboarding feature of product tour is not available for mobile apps at the moment.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Anonymous

Great customer service/support software for businesses of any size

Used daily for 6-12 months
Reviewed 2018-06-14
Review Source: Capterra

Pros
Easy to set up for developers (and non-developers), and includes everything I need to manage communication between my company and my leads/customers.

Cons
Pricing, it's a little expensive for all the products - but fortunately I was approved for the special Startup pricing, so it isn't so bad at the moment!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Mal P.

Could be better for value, but great UX/UI

Used daily for less than 6 months
Reviewed 2020-01-30
Review Source: Capterra

We installed intercom as a way for current users of our software platform to reach out quickly to a member of our sales or customer service team. It's very easy to use, and I love that we could customize it to match our software platform's design and color scheme.

Pros
It's very clean, easy to understand, and easy to implement. We looked at a couple other options that looked far clunkier - Intercom is streamlined. The auto-reply feature is great! Our team is very small, and having the opportunity to pre-program auto replies allows us to provide quick responses and not inundate our customer service team with requests that are usually very similar.

Cons
Price is high - I was an advocate for other cheaper options when we were searching for a customer support tool, and am not sure that Intercom provides a full bang for the amount of money we pay. Some graphics/admin issues - no way to direct upload docs, formatting issues, no image resizing.

Response from Intercom


Thanks so much for taking time out to leave us this review Mal. It's fantastic to hear you've been enjoying our UX so I'll make sure to pass your kind words on to our design team!

I've also made a note of your feedback on uploading docs and image resizing for our Product team. We'd love to hear some more detail about this so please do get in touch via the Messenger and we can also chat to you about any pricing questions.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Ben T.

Very Slick Service but Expensive

Used monthly for 6-12 months
Reviewed 2018-10-20
Review Source: Capterra

Good, slick application but didn't like the pricing model.

Pros
Very easy to use and get setup. Good account management and easy run through process. The software works and is used by a lot of large companies.

Cons
It's too expensive and personally I don't like the way you have to pay for the individual services and usage charges. I would rather have one subscription rate and know what I was paying each month. This was a major factor in my company not using the software.

Response from Intercom


Hi Ben, sorry to hear the pricing model didn't work for Fatsoma. I'll make sure that feedback reaches the right people at Intercom.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Altaf D.

Great software! Solves many problems!

Used daily for 2+ years
Reviewed 2020-10-19
Review Source: Capterra

Pros
We use Intercom for everything – customer support, marketing emails, live chat, help centre and more. It's become a central place for all our customer communications. We like that it can do so many things, yet it's so simple and easy to use.

Cons
Pricing. It could get a bit expensive if you're relying on Intercom for too many things.

Response from Intercom


Thanks for letting us know about your Intercom experience Altaf. I'm so glad to hear you've found our product so easy to use and pivotal to your customer communications.

I'll make sure to pass your feedback on pricing back to the relevant team here as we always aim to align the cost you pay with the value you see.

Thanks,
Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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David P.

Intercom is The Best chat/support tool available

Used daily for 2+ years
Reviewed 2019-11-22
Review Source: Capterra

The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Pros
What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Cons
For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Response from Intercom


A big thank you from the team here at Intercom for your kind words David!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Bruna M.

Great chat solution for both sales, marketing and a first level of support!

Used daily for 6-12 months
Reviewed 2019-05-08
Review Source: Capterra

Pros
What I liked the most about Intercom, was to see how I had a great conversion of sales, by people who just opened the site and had no interaction previously.

Cons
Regarding features, I found that everything is perfect, more than expected. The only difficulty is the issue of values, the price is a bit high.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Anonymous

Intercom is an important part of our communication with our clients

Used daily for 2+ years
Reviewed 2021-03-04
Review Source: Capterra

Overall, our experience with Intercom is quite good. We like the product and we use it daily.

Pros
Our developer team really liked the integration of this software : it was very easy to do. The notification system is also working very well.

Cons
Technically, there is no real problem with this software. The price is a bit expensive but it's worth it.

Response from Intercom


Thanks for leaving us this review and letting us know how Intercom has become an important part of your client communication toolset!

Kate (Intercom - Customer Engagement)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Martin N.

Leaving after 9 years and they don’t care at all

Used daily for 2+ years
Reviewed 2019-03-13
Review Source: Capterra

Having used Intercom since the very beginning I was a huge supporter of both the idea and the team as an Irish software business with a great idea taking on the world. I referred them to hundreds if not thousands of online businesses over the years and was a great advocate for their mission. In the last six months however their arrogance in price gouging their customers, attitude to criticism and absolute lack of interest in feedback from their earliest customers who have used the product more than most people on earth is disturbing. I fear Intercom is becoming a classic example of a company pumped full of venture capital that has lost all direction and forgotten what made their offering good. I also suspect they don’t know that their offering was never that great and lacks really fundamental usability. A well designed competitor will blow it clean out of the water at a fifth of the price. We’re moving on and certainly won’t be recommending Intercom to anyone in the future.

Pros
Innovative product in its early days now an unusable, expensive mess

Cons
Falling well behind their competition in every way

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Anonymous

Great, but expensive, product

Used weekly for 2+ years
Reviewed 2019-07-26
Review Source: Capterra

Pros
The product really has a good user experience for the end-user. Fantastic that you can have the same customer support on both website and in the app, which all are linked up together.

Cons
I need to say the price. Intercom is a very expensive product once you start having a few thousand users.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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