Intercom
About Intercom
Intercom is bringing AI-first Customer Service to the world before anyone else, dramatically improving experiences for customers, support agents, and managers. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:
AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.
AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.
AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.
Intercom is also the most innovative and fastest improving product on the market.
Key benefits of Intercom
For customers:
For agents:
For managers:
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Reviews
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- Industry: Telecommunications
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Intercom is great for Startups
Reviewed on 13/05/2024
I've loved using Intercom so far - it has been essential in our customer success focused strategy.
I've loved using Intercom so far - it has been essential in our customer success focused strategy.
Pros
I love the help center and live chat.
The help center is super easy to customize and make good-looking docs.
Cons
Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers.
Additionally, the ticketing solution seems like an afterthought.
Response from Intercom
Hi Jacob,
Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders.
I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected]
Thank you!
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Intercom makes you feel at home.
Reviewed on 26/09/2024
I remember the first time I started working with Intercom. It has been an absolute pleasure working...
I remember the first time I started working with Intercom. It has been an absolute pleasure working with this software and they sure have a lot of positives. Working with their interface feels similar to working from home.
Pros
Intercom feels like a cozy space that often gives the sensation of an intimate space, while allowing a professional and efficient workspace. One can create several different inboxes that can optimise the work and offers good automation
Cons
Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or pages. It doesn't sound bad, but when you spend 40 hours doing this, you can definitely see that one could save time (and money) with better integration options.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
Fairly unreliable tool
Reviewed on 12/10/2023
When it works it is great, but the support team often avoids helping with issues and isn't...
When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.
Pros
It has great features, when they are working correctly.
Cons
There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.
Response from Intercom
Bobby here from the customer support leadership team. Overall, sorry to see this and happy to chat more if you want — send me a message by email or LinkedIn DM!
I also wanted to follow up on your feedback regarding our processes.
We use Statuspage to communicate with customers during an incident or outage. We post as soon as we begin troubleshooting, share updates along the way, and communicate when it's resolved and what happened. You can also message us on Twitter during an incident, or send us an email.
Intercom promises a 99.8% availability. We have never missed this, and on average exceed this target so outages are very rare thankfully.
The CS team aims to respond within a few hours to 1 business day. Very soon we'll be even faster, and we'll continue to give human support to everybody.
Bobby
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Tried-and-true solid customer interaction and support channel.
Reviewed on 10/09/2024
Very positive overall, we used it to interact with customers.
Very positive overall, we used it to interact with customers.
Pros
Excellent tool for interacting with customers in real-time.
Cons
It is a bit costly, but the benefits outweighed the costs.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Great for Support Teams
Reviewed on 26/09/2024
Pros
It can be used for both email and live support. The workflows/automations make it easy to filter and close messages that are notifications so that only the important customer messages end up in the inbox
Cons
I wish the platform had a flat rate for billing vs usage based
Intercom FAQs
Below are some frequently asked questions for Intercom.Q. What type of pricing plans does Intercom offer?
Intercom offers the following pricing plans:
- Starting from: US$39.00/month
- Pricing model: Subscription
- Free Trial: Available
Q. Who are the typical users of Intercom?
Intercom has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Intercom support?
Intercom supports the following languages:
Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish
Q. Does Intercom support mobile devices?
Intercom supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Intercom integrate with?
Intercom integrates with the following applications:
Aircall, AskNicely, ChargeDesk, DataHero, Driftrock, Droplr, Front, Geckoboard, GitHub, Grow, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Meta for Business, Microsoft Teams, Mixpanel, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter/X, Wistia, Woopra, WordPress, Zapier, Zendesk Suite, Zight (formerly CloudApp)
Q. What level of support does Intercom offer?
Intercom offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Chat
Related categories
See all software categories found for Intercom.
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