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.
Pros: It offers literally anything you and your CS team may need to run the department.
Cons: Their support team can take a bit too long to respond at times. Really holds up our team from developing new processes sometimes. They've got a lot of features so we've got a lot of questions.
Pros: We've leveraged them over the past 4 years and they continue to innovate. We're heavy user of the messaging and help center functionality
Cons: The pricing structure has gotten a little confusing over the years but can happen with a quickly innovating business
Pros: This software is very helpfully and is easy
Cons: This software is very fast and good in business
Overall: good,quick and easy in business
Pros: It helps a lot in communicating directly with potential customers.
Cons: At the very beginning is not that easy to use
I like the note functionality, where I can quickly communicate with my colleagues for a better response for customers
how messages pop up each time for users if they don't mark it as read
quick time to value questions from customers
It's great for sales team, if you need to stay in touch with your client.
if your support service must answer questions on different products, and if you need to work with a large number of customers, Intercom cannot work effectively
I can recommend intercom, if your specialists need to work with (or should support) a few clients for a long time.
If they are supporting a lot of different clients per day, this service can be uncomfortable for use.
We are using Intercom now for live chat, but we think to use it for sales department
Excellent communication platform. Intercom has special functions for different work teams, including sales management, online assistance, and marketing campaigns. We like that for only $ 49 we can obtain so many products for the handling of technical assistance. Intercom integrates with social networks, allows to segment audiences, tag messages, and create participation analysis.
Intercom does not have functions to create customizable brands, nor to perform multi-channel marketing. Its problem-solving system does not allow the case history to be correctly handled, and it is difficult to manage the email composer. We do not like your inbox tool for teams, because it does not offer so many options to customize the members from within (placement of pseudonyms, changing colors, among others). The metric system is very poor, it does not even allow us to thoroughly review our performance figures.
Intercom has all kinds of useful functions to maximize our business communication. In other words, it is a very complete software to be always in contact, and with access facilities over other applications. Intercom has proven to be advisable to solve problems with customers faster than using emails or a ticket system.
With intercom we have been able to maintain our relationships with clients under an organized and centralized history, easily accessible. Our management of marketing campaigns has improved a lot, and it has become easier to manage bots, chats, and customize our communication processes.
Pros: You can use GIFs which is always a plus in customer service, and there is also the ability to see you reports at the end of the day, number of conversations and some other interesting statistics.
Cons: Sometimes turning away mode and reassign replies doesn't work from the first try, I need to recheck every time by refreshing the page.
The most helpful thing about the Intercom is that it offers complete customer support. It is also very easy to use and implement. The software can also be integrated with social media to make the messages instant.
One of the main disadvantage and the most frustrating thing about the Intercom is that there are some messages which are lost thus making the response time longer than expected.
Yes i would recommend the software to any company that would level up their communication to a higher level. The software can easily be integrated with social media so that you can get instant feedback from your clients and suppliers.
Intercom is a very useful software and can be installed in both the android and iOS operating systems, It allows you to talk to your customers and suppliers and thus increasing the sales.
Pros: The chat feature is kinda fine, but it is the only thing that works well in this product and you can find exactly the same functionalities on many other services.
Cons: - Firstly, a super low-quality customer service--they don't have a clue about what they are talking about
- Too frequent downtime, plus too long time until they acknowledge the technical issues they have
- Poor email orchestration capabilities
- Poor email editor
- Poor push notification capabilities
- Poor statistics (almost no stats at all and lots of discrepancy for those you do get)
- Poor VFM
Overall: Upsetting. Their customer support and customer success are amateurs, the tech is a disgrace and the costs--in comparison to what you get--are outrageous.
As a professional with many experiences in other similar services, I can say that everybody should stay away from Intercom.