Home/Live Chat Software/Intercom
Updated on: November 18, 2019
What is Intercom ?
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Intercom - Live Chat Software : SaaSworthy.com
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Intercom

Helps sales and marketing professionals to acquire customers
(191 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.

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Intercom Features Show All Features

Intercom Technical details

Support Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number 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 $87.0 per month. Intercom has 2 different plans such as - Essential at $87.0 per month and Pro at $153.0 per month. Intercom also offers a custom plan based on the customer's request.
Essential
$87 /Month

Plan Features

  • Business Messenger
  • Customer Data Insights
  • Robust Reporting
  • Email and Chat
  • Send targeted messages — emails, chats, and push notifications
  • User Behaviour Analytics
Pro
$153 /Month

Plan Features

  • Business Messenger
  • Customer Data Insights
  • Robust Reporting
  • Email and Chat
  • Send targeted messages — emails, chats, and push notifications
  • User Behaviour Analytics
  • Customized Chat Workflows
  • Automate multi-touch campaigns
  • Version Control (who can chat with you)
Premium
Custom

Plan Features

  • Business Messenger
  • Customer Data Insights
  • Robust Reporting
  • Email and Chat
  • Send targeted messages — emails, chats, and push notifications
  • User Behaviour Analytics
  • Customized Chat Workflows
  • Automate multi-touch campaigns
  • Version Control (who can chat with you)
  • Custom Bots
  • Team Performance Reports
  • Marketing Campaigns
  • Set, track, and see reports on internal or external SLAs
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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
4.3
Based on 191 Rating(s)
Rating Distribution
  • 156
  • 24
  • 5
  • 6
  • 0
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Source : g2crowd.com
(Reviewed on 28 July 2019)
"Excellent software that allows easy collaboration on Customer Support"

What do you like best?

The software makes it easy for full time Customer Support agents to professionally and quickly address issues and the customer has a seamless experience.

What do you dislike?

The only thing I dislike is the lack of clarity between the accounts; inbox seats, regular seat, etc.

What problems are you solving with the product? What benefits have you realized?

Quick customer support resolution. Seamless experience for customer.

...more
Source : g2crowd.com
(Reviewed on 25 July 2019)
"Solid Live Chat App"

What do you like best?

Intercom has some convenient, which gives it high priority.

Secondly, Intercom is fast, and stable.

What do you dislike?

The creator of Intercom takes a while before new updates....

Recommendations to others considering the product:

Intercom is a software all of you should have some interest with.

What problems are you solving with the product? What benefits have you realized?

Helping our customers reach out to us any time they want.

Again, for discussion purposes, hence, supporting creativity.

...more
Source : g2crowd.com
(Reviewed on 24 July 2019)
"Empower your support and sales team!"

What do you like best?

Intercom has been pivotal in getting our self service practice off the ground. Between the custom bots for sales qualification and automated product tours and answer bots for onboarding, Intercom delivers great products that are super easy to get up and running. No need to know how to code, all of their features are designed for everyone to use! Intercom regularly releases new features and updates to current features, when I get an alert about an update is legit a highlight of my job!

What do you dislike?

I think my main complaint is how long it can take to get support. For a startup we spend a good amount of money with Intercom, but we don't spend enough to have an assigned resource or account manager. Also being in the start up space, I totally understand this structure, but for someone that spends the majority of my time in Intercom, it would be great to have a bit faster response time.

What problems are you solving with the product? What benefits have you realized?

One of the key benefits we've experienced is being able to automate qualifying inbound leads from our site. The other benefit that we've seen is having a more succinct onboarding process and being able to automate that for our self-service clients, giving our account executives and customer success managers more time to focus on their books of business.

...more
Source : g2crowd.com
(Reviewed on 22 July 2019)
"Intercom"

What do you like best?

I like that Intercom has enabled me to create a unique experience for visitors to our web page as it is very easy to customize to meet our needs. In addition, Intercom integrates well with other applications and we have used it in our shopify store and the integration was easy to do. Intercom's support is quick to resolve any problems or challenges I might have and this has been very helpful especially during setting up Intercom on my website. Further, Intercom has a very professional and easy to use interface that is also navigable. To add on that, Intercom provides the tools that I can use to build campaigns, send mass emails to my clients and segment them all in one platform.

What do you dislike?

You need a developer who can help in setting up and integrating the Intercom Application Programming Interface (API) so as to take advantage of all the features of Intercom

Recommendations to others considering the product:

Intercom helps businesses to ensure that they keep in touch with their site visitors to get leads that can be further converted into clients. The live chat also enables businesses to talk to and support their clients.

What problems are you solving with the product? What benefits have you realized?

Intercom has enabled us to communicate to our site visitors and to communicate with each other internally in the organization. Further, we are also able to communicate with clients in realtime to offer support and resolve their issues all thanks to Intercom.

...more
Source : g2crowd.com
(Reviewed on 22 July 2019)
"Intercom is a Monster. "

What do you like best?

The product improves constantly, the in-app messaging is the best for our SaaS tool. The best solution to build up your onboarding.

What do you dislike?

The price. For an early-stage startup as we, it's a bit harsh.

Recommendations to others considering the product:

It's a great tool for B2B SaaS companies to retain and onboard customers. The pricing is quite harsh, but I think it's worth it.

What problems are you solving with the product? What benefits have you realized?

Building up our onboarding, sending out broadcast emails, ticketing system, knowledgebase, product tours. Almost everything : )

...more
Source : g2crowd.com
(Reviewed on 21 July 2019)
"Better than most support software programs."

What do you like best?

I find Intercom easy to use as a customer service person and I believe our customers find it an easy experience using Intercom too.Our conversations with customers are saved in the cloud, therefore we can always access them whenever there is a need to go through past correspondence we have had with a customer on any issue.

Integration-wise, Intercom integrates with popular software solutions we are using at work on a regular such as Google analytics, Calendar and Stripe.

What do you dislike?

Intercom lacks a shared-screen functionality and I think it is too expensive.

Recommendations to others considering the product:

Intercom is very suitable for medium and large sized companies ; for smaller teams, I will suggest they use a less robust support software.

What problems are you solving with the product? What benefits have you realized?

We use Intercom to send our broadcast marketing emails, and offers sales and support services to our customers.

...more
Source : g2crowd.com
(Reviewed on 19 July 2019)
"It has many features to be a good Live Chat."

What do you like best?

I've been using it and, without a doubt, it's a great solution. But not for everyone. Its price can be a barrier for many people and small businesses. The interface is intuitive, the operation solid, they have resources in Spanish, they support multiple languages. In short, it is very complete. But it can be somewhat expensive and do not have any free plan so we can start with our first users (even ask for a credit card to test the tool).

If we go to the "top" version we get at almost € 250 a month at least. For many small businesses it can be expensive. And this has several readings, because everything will depend on the state in which you are and the party that you are going to remove. I love it and it seems a very powerful solution, but ... I'm not sure it's the best solution to start, especially if you're a fair budget.

What do you dislike?

One thing that does not convince me is that there are certain features of the "expensive" version (which they call Standard, but which is still the Premium), which, in my view, should be in the base (or Lite, which is how they refer to it). Without going any further, some integrations with CRMs, email marketing platforms or A / B tests.

What problems are you solving with the product? What benefits have you realized?

With this service we have been able to capture in a dynamic way our customers who visit our website. We can also clarify the doubts that arise to the visitor and have an idea of ​​their concerns and be able to attend them in an appropriate manner.

...more
Source : g2crowd.com
(Reviewed on 17 July 2019)
"Really powerful tool for engaging customers and leads"

What do you like best?

Intercom allows for excellent communication between your business and your customers

What do you dislike?

When you have a lot of customers and companies, the platform can be buggy when sending out comms

What problems are you solving with the product? What benefits have you realized?

We have a really powerful sales and support engine as a result of Intercom

...more
Source : g2crowd.com
(Reviewed on 17 July 2019)
"Best than other similar platforms"

What do you like best?

Intercom is very easy to set up and use, for both customers and co-workers in the same conversation thread. With its very simple UI, you can handle every ticket quickly. Customer chats are always saved, so you can check the entire history every time the team opens a new request, along with any relevant account information. Besides, it has the ability to integrate into Shopify or a web page, improving your service. It can nearly replace email automation software, although it has some limitations in this field.

What do you dislike?

User management doesn’t allow too many levels of user access within the company, reducing the number of users we can attend simultaneously. On one opportunity, the automation stopped working, so our chat agents had to manually send every chat to our CRM after the conversation ended. This took way too much time, especially because we handle a high-volume chat environment.

Recommendations to others considering the product:

Intercom is good for a B2B SaaS product or cases. I consider it’s definitely a software for enterprise. For startups and small companies, it may be better to use something less robust and less expensive.

What problems are you solving with the product? What benefits have you realized?

Intercom is used as a support and communication tool. It’s used across the entire organization, but mostly at the customer service department. We currently have to deal with more than 1000 clients, so it was difficult to keep track of all the tickets coming from Zendesk. Our team was overwhelmed and Zendesk couldn’t handle the capabilities we needed. With Intercom, we're now able to have real-time conversations with our clients and address their issues more efficiently.

...more
Source : g2crowd.com
(Reviewed on 16 July 2019)
"Intercom"

What do you like best?

Intercom has helped us improve the quality of our customer service in a great way since we started to use it. We now have all our customer conversations in one central location that we can access anytime we want. Customer profiles are also created and I like this feature because it gives us information about the customer and we can have more personal conversation with them. We ca ask them if they received the product we sent them or other questions like that.

What do you dislike?

i honestly do not have anything negative to say about Intercom. I think it is a well created software and very powerful.

Recommendations to others considering the product:

Intercom has helped us improve the quality of customer service we offer to our customes, if youw ant to achieve the same, just try Intercom and you will not regret it.

What problems are you solving with the product? What benefits have you realized?

We wanted a way to communicate better with our customers and engage them more on our website. this has led to an increase of sales coming from the website.

...more
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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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