Home/Live Chat Software/Intercom
Updated on: January 20, 2019
Intercom Overview
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Intercom

Helps sales and marketing professionals to acquire customers
★★★★★
★★★★★
(1,026 Ratings) Write Review

Intercom is a sales, marketing, and support solution that aims to help you connect with more customers so you can grow your company faster, as well as acquire, engage and retain these customers. To acquire customers, you can use Intercom’s built-in bots and live chats functionality in order to be able to qualify, route, and convert any leads faster, which will ultimately lead to a sale and improve your lead generation process. To engage customers, Intercom helps you send more targeted and tailored emails , as well as in-app messages and push notifications, with the aim of turning more people who sign up to your marketing lists into customers, who buy your product, and become a loyal customer. In terms of supporting customers, which is the final piece of this product, Intercom offers a built-in help desk, and offers the ability to add a knowledge base. The aim here is help solve customers’ problems faster, with the ultimate aim that you turn them into a loyal customer by providing a superior level of customer support.

Intercom Features

Intercom Technical details

Support Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Contact San Francisco, CA / +1 877-595-5175
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Live Chat Software

Intercom Pricing

Pricing ModelFree Trial , Subscription
How much does Intercom cost ?
The pricing for Intercom starts at $49.0 per month. Intercom has 4 different plans such as - Answer Bot (Add-ons) at $49.0 per month, Custom Bots (Add-ons) at $99.0 per month, Essential at $136.0 per month and Pro at $202.0 per month. Intercom also offers a custom plan based on the customer's request.
Essential
$136 /Month

Starts from $136 per Month

  • Acquire Customers : Starts from $87 per Month
  • Engage Customers : Starts from $49 per Month
  • Support Customers : Starts from $87 per Month

Work as a team to manage conversations

Features

  • Manage conversations from multiple channels
  • Send targeted messages on your website or in-product
  • Create a help center to answer common questions
  • Live chat
  • Mobile apps
  • Email
  • Mobile SDKs
  • Email collector
  • Lead and customer profiles
  • Team availability and away mode
  • Task bots
  • Automatic article suggestions
  • Team inboxes
  • Notes and @ mentions
  • Office hours
  • Assign and snooze conversations
  • Saved replies
  • Auto and manual messages
  • Audience targeting
  • Message triggers and scheduling
  • Public help center
  • Articles and collections
  • Article feedback and reactions
  • Articles integration with Inbox
  • Help center branding
  • Content importer
  • Summary dashboard
  • Leads dashboard
  • Team performance dashboard
  • Article search analytics
  • Message insights
  • CSV export
  • Full conversation export
  • Apps : Slack, 100 plus apps and integrations, Messenger Framework and APIs
  • Knowledge base
  • Best practice articles
  • Training webinars
  • Email support
  • In-Product (Engage Customers)
  • Website (Engage Customers)
  • Messenger customization (Engage Customers)
  • Automated messaging (Engage Customers)
  • Campaigns (Engage Customers)
Pro
$202 /Month

Starts from $202 per Month

  • Acquire Customers : Starts from $153 per Month
  • Engage Customers : Starts from $75 per Month
  • Support Customers : Starts from $127 per Month

Automate and optimize your workflows

Features

  • Customize workflows with rules and automations
  • Create intelligent, multi-touch campaigns
  • Control who sees the Messenger and when
  • Includes features of Essential plan, plus
  • Messenger visibility
  • Twitter integration
  • Facebook integration
  • Round robin assignment
  • Automated meeting scheduling
  • Automated lead qualification
  • Assignment rules
  • Permissions
  • Smart campaigns
  • Basic A/B testing
  • Custom email templates
  • Custom email domains
  • Email delivery windows
  • Message reactions
  • Satisfaction surveys
  • Apps : Zendesk, GitHub, Basic Salesforce
  • Chat support
Premium
Custom

The complete toolkit for business growth

Features

  • Drive engagement and action with Custom Bots
  • Get reports on team performance and revenue
  • Includes features of Pro plan, plus
  • Remove Intercom branding
  • Advanced messenger and email customization
  • Coming soon: Capacity Management
  • Coming soon: Set and monitor SLAs
  • Custom bots
  • Teammate activity logs
  • Coming soon: Account-based marketing
  • Revenue reports
  • Sales team performance reports
  • Apps : Advanced Salesforce, Marketo, Clearbit
  • Personalized success team
  • Access to trained technical support engineers
  • Implementation assistance, onboarding and training
  • 24/7 Prioritized Support
  • Access to beta programs and new features
  • Free tickets to Intercom events
  • Messages API (Manage Customers)
  • Custom API rate limits (Manage Customers)

The software offers Pricing plan for Acquire Customers, Engage Customers, and Support Customers on basis of request. Contact the vendor to get the latest pricing detail.

Custom Bots (Add-ons)
$99 /Month

Starts from $99 per Month

Set up your perfect bot in minutes to get more qualified leads and accelerate your sales cycles

Features

  • Point and click bot builder
  • Pre-built bot templates to get started fast
  • Bot performance reports
Answer Bot (Add-ons)
$49 /Month

Starts from $49 per Month

Automate answers to your common questions for faster resolutions and happier customers

Features

  • Deliver precise, accurate answers, 24/7
  • Improve your customer response time by 44 percent
  • Free up your team to focus on more productive work
Screenshot of the Vendor Pricing Page
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Disclaimer: The pricing details were last updated on 06/12/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Intercom Reviews

OVERALL RATING
4.5
Based on 1,026 Rating(s)
Rating Distribution
  • 887
  • 107
  • 16
  • 16
  • 0
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Keith B.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 04 December 2018)
Love it!!

Pros: I love how easy it is to create dynamic, creative campaigns without the need for heavy development or IT. This is a tool the makes an impact across Sales, Marketing, and Support!

Cons: Nothing much to dislike. The built in reporting, in terms of exporting, is pretty lackuster. But that's about ti!

Overall: It's an amazing program that has had a great impact on our business thus far!

...more
Chris D.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 29 November 2018)
Essential for your website

Pros: UI is great

It works

Great CRM and chat tool

Great for communcating with customers in app

Cons: Costly but apart from that I can't think of anything I dislike

Overall: Very positive so far

...more
Enoch M.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 28 November 2018)
Great product!

Pros: Its very easy to understand and analyse the leads

Very user friendly and also able to monitor chats as well

Cons: Notification sound can not be customized

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 28 November 2018)
Easy Integration with Powerful Features

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.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 27 November 2018)
My go to tool for customer satisfaction and product improvements

Pros: At the simplest option, you have a nice website chatbot and help desk. Buy all of the suite and you have an awesome suite of tools that almost fully automates this function in your business. Intercom has loads of integrations to push things further like Slack, Salesforce and many others. CRM, chatbot, help desk - Intercom has been my go to for when building lean startups.

Cons: Can take some fine tuning with an engineer to get it working perfectly, but nothing in addition to what I'd expect.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 27 November 2018)
Gets the job done

Pros: Intercom does exactly what we need it to do. We've never had notable technical issues and customer support is helpful. The FAQ section was a tememndous help for our business.

Cons: It seems that they tried out a lot of changes in a short period of time, and not all of them were so great. Overall, though, it maintains satisfactory functionality.

Overall: Intercom chat has been incredibly valuable for our customers to get answers ASAP, particulary when email inboxes get backed up.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 26 November 2018)
Small SAS Use

Pros: Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Cons: Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for.

There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

Overall: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board.

We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign.

I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

...more
Cheryl N.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 26 November 2018)
Intercom For Dummies

Pros: Intercom is an excellent software for companies that allows them to keep in touch with their customers. With its chatting abilities that are able to link directly to the company website, customer service has never been easier! Consumers feel that they are being cared for, and it is a great place to keep all interactions.

Cons: The hardest thing about this software is keeping it organized, so that all customers feel that they are getting the help they need. using an email inbox, it is easy to simply keep going through until all the messages have been read. However with intercom, it can get a bit confusing as to which customers have been helped and which ones have already talked with an employee.

Overall: Intercom has been a great help for our company, we have been able to give even faster and better support to those who need it, and as the software improves it will be good to continually have better support.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 25 November 2018)
A solid chat software

Pros: Intercom is a relatively simple way to host both in-app and on-site chat with customers. It's easy to route certain conversations to certain people (questions to support, prospects to sales, etc.)

Cons: Much of the new functionality that's on the cutting-edge of chat-video, advanced bots, etc.-requires higher tiers of packaging. Wish more of these were available at a base package level.

...more
Varand T.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 22 November 2018)
Intercom

Pros: It's very easy to use for customer service and also has vary functional tools for planing the email which the company gets and answering them is also easy process , it has also funny tools for live chat , like emojis or GIFs . The design for this application is lovely .

Cons: I think they should fix some bugs which integration process has like the count of emails or online visitors.

...more
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Videos on Intercom Youtube Official Channel

Intercom Screenshots

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screenshots
Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Intercom screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right time
Intercom screenshot: A/B test messages to continually improve performance
Intercom screenshot: Announce new features and products with targeted emails to users
Intercom screenshot: View team performance and plan ahead with Intercom reports
Intercom screenshot: Modern Messenger
Intercom screenshot: Send auto-messages to website visitors
Intercom screenshot: Save commonly used replies
Intercom screenshot: Suggested Articles
Intercom screenshot: Smarter Knowledge Base
Intercom screenshot: Smart campaigns for marketing automation
screenshots
screenshots
screenshots
screenshots
screenshots
screenshots
Intercom screenshot: Manage and respond to all conversations from a shared team inbox with notes and live customer profiles
Intercom screenshot: Segment customers in order to target the right groups of people with the right messaging, at the right time
Intercom screenshot: A/B test messages to continually improve performance
Intercom screenshot: Announce new features and products with targeted emails to users
Intercom screenshot: View team performance and plan ahead with Intercom reports
Intercom screenshot: Modern Messenger
Intercom screenshot: Send auto-messages to website visitors
Intercom screenshot: Save commonly used replies
Intercom screenshot: Suggested Articles
Intercom screenshot: Smarter Knowledge Base
Intercom screenshot: Smart campaigns for marketing automation

Intercom Slides

10 core principles for starting up
Why it pays to chat: The case for live chat as a channel for growth

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