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What Is Intercom?

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up the team to work on higher value customer conversations.

Who Uses Intercom?

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, rely on Intercom to deliver efficient and personal customer experiences at scale.

Intercom Software - The Intercom Messenger
Intercom Software - Support Bots
Intercom Software - Shared Inbox
Intercom Software - In-Product Engagement
Intercom Software - Intercom Surveys

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Reviews of Intercom

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.4
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Liam
Liam
People Operations Manager in US
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Alternatives Considered:

Not Much Competition

5.0 5 years ago

Comments: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pros:

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Cons:

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is a great support system tool

4.0 7 months ago

Comments: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pros:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Cons:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

Hanane
Freelance in Morocco
Marketing & Advertising, Self Employed
Used the Software for: 1+ year
Reviewer Source

The world of marketing

5.0 2 months ago New

Comments: One of the best applications that I have used and still like you .For its activity and ease

Pros:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Cons:

It is a distinctive application, but it is one of the expensive applications for small companies

Michael
Manager in US
Medical Practice, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source

Good luck getting support

3.0 last month New

Comments: We were sold all the bells and whistles, but there was no onboarding help or assistance. They give you the manual and wish you luck.

Pros:

Intercom chat works as it is supposed to. We are only using the chat function and have not tried any of the other bells and whistles.

Cons:

Good luck getting live support. If you do get support, they will just forward you articles.

Intercom Response

4 weeks ago

Hey Michael, Bobby Stapleton here from the human support team. Sorry to see this. Depending on your needs it can take work to get setup and going. But we want to help make that process as easy as we can. Send me an email and I'll look into this for further you!

Verified Reviewer
Verified LinkedIn User
Computer Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Great live chat and marketing tool

5.0 3 months ago

Comments: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pros:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Cons:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.