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.
|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|
Starts from $136 per Month
Work as a team to manage conversations
Starts from $202 per Month
Automate and optimize your workflows
The complete toolkit for business growth
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.
Starts from $99 per Month
Set up your perfect bot in minutes to get more qualified leads and accelerate your sales cycles
Starts from $49 per Month
Automate answers to your common questions for faster resolutions and happier customers
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.
I love the design of the UI and the support team of Intercom is great. It is very easy and simple to use Intercom for our business. We still consider ourselves as small team, so for us it is very important to see messaging boxes of colleagues. In case someone is out of work we can easily jump in, check the conversations with their customers and help right away.
We had some issues with the reports (reports provide median results, not possible to have average)
A great tool, innovative solutions and constantly improving, so if some feature is missing at the moment, you can be sure, that they are working on it.
We are using Intercom for customer service and it works fine. Customers really love chat feature as it is integrated in our management system. We can inform customers about new features with in-app pop'ups and also easily send personalised messages based on the filtered grouping. We have quite a few segments of customers so with Intercom is very easy to reach every segment.
I like the notes feature, so my team can collaborate on conversations behind the scenes.
Glitchy, sometimes we hear a sound but see no new chat, sometimes we get a new chat but no sound, etc.
It is very easy to use and you can use .gifs, which customers love! Our customers definitely love this! It also integrates really well with Zendesk, which we use for our CRM.
Once we get a lot of chat info saved into the system it can dog the system down and we have to refresh the page to see certain updates.
We use intercom to make it easier for our customers to reach out to use with any concerns or issues they may have.
Intercom is a great solution to support your customers. You can simply multi-task and interact with many customers at the same time, as you can see all your customers support requests dropping into one inbox. Another benefit is that you can forward customer requests to other teams within the tool, which saves your time and makes your as well as the work of other teams more efficient. It's important to mention that there is an option for those who would like to build a knowledge base in Intercom. In that case, every customer who tries to contact you will receive a few auto-suggestions cleverly picked form your knowledge base that can actually resolve a customer's problem without interaction with a real support specialist. Isn't that a miracle, huh?
For your convenience Intercom offers a big variety of integrations available in the Intercom appstore. For instance, you can connect Intercom with your CRMs (Salesforce and Pipedrive) and create deals/leads and send conversations to the CRMs.
Intercom is doing a good job and heading into the right direction. There is nothing I dislike in this tool at the moment and I believe it will never happen :)
Just try it our and enjoy!
In my opinion, a use of Intercom in our company resulted in faster and more efficient customer support. Throughout my experience I noticed that I can reply to more customers than I could in any other tools.
I like how well I am able to hear the customer using this phone system. I also like the blind transfer aspect! This comes in handle very often when an employee gets a call that I need to take care of.
I do not like how hard and long it takes to login in and out of Intercom.
I wish at certain the calls would automatically log you out. Like a set time when we are closed. A lot of time employees forget to log out and get calls the next day when they are not here.
Able to handle any issues and talk to the customer over the phone.
Can quickly organize and support customers that come to the site.
Sometimes it's a bit overpowering if you just want the support side of things.
Able to retain and guide customers in a real-time setting.
Outbound messaging, the chat pop up and now the bots!
Its not built for a real Support environment. Its getting better, but works well for small CS teams.
Great Customer Success and Marketing tool. Still needs a lot of improvement in Administration (Permissions, etc.), Routing of chats and Reporting.
Live chat, outbound communication to replace SMS.
I LOVE how you can snooze conversations or close them or keep them open and you can basically organize it however you want.
I really dislike that someone can leave a review on accident and they cannot change it if they left a comment.
I would try it out; their support team as top notch and the product is great so you can't lose.
I am solving the problem inherent in email support systems. It is impossible to resolve customer issues over email. Email moves to slow and does not work as well.
Integrates with our data to allow us to create super targeted messages and onboarding tours.
Allows us to understand product adoption and user engagement by setting up custom parameters and segment our users in groups.
Very expensive. I get that it has a million and one features that are super powerful, but we feel like they know we can't live without it so they can charge what they want.
Chat & customer interaction.
Help center with organized articles.
Product tours (beta & coming soon)!
its easy to use and I like the tagging of email feature.
The system can sometimes go faulty and cause emails not be sent to customers
helping monitor email traffic and the types of emails we receive
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