Home/Live Chat Software/Intercom
Updated on: March 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
★★★★★
★★★★★
(510 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 Show All 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 510 Rating(s)
Rating Distribution
  • 461
  • 34
  • 7
  • 8
  • 0
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Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 17 March 2019)
"Interactive live support platform"

What do you like best?

We are using intercom for last 2 years and I can definitely say that the tool has evolved a lot.

We were able to integrate intercom easily with our current web applications and website and we able to provide a live chat support platform to all our customers which lead to an increase in customer satisfaction level.

Intercom also provides us to easily reach out to our existing and prospect customers via different sources. You can create messages that and can send them via in-app chat, emails or in-app popups. This is very useful to send product updates information and to constantly keep our customers engaged.

We can also create different rules for different types of audiences and can automate the complete customer onboarding using a set of emails and in-app notifications.

Intercom has also recently launched a chatbot which can be easily configured to handle a lot of your support cases and can keep the customer engaged till the time real agent takes over.

We have also hosted our product FAQs and help documents using intercm

What do you dislike?

You don't have much control over the user access levels and can only restrict users access to some level.

Also, intercom does not currently provide API' to get the list of Articles and thus you cannot host the articles created on intercom inside your app. intercom also does not allows us to put restrictions on allowing only the logged in users to access articles.

Recommendations to others considering the product

A very good platform.

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

Hosting FAQ's and other user guides

Reaching out to customers for product updates.

Real-time chat support for our customers.

...more
Martin N.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 13 March 2019)
Leaving after 9 years and they don't care at all

Pros: Innovative product in its early days now an unusable, expensive mess

Cons: Falling well behind their competition in every way

Overall: Having used Intercom since the very beginning I was a huge supporter of both the idea and the team as an Irish software business with a great idea taking on the world. I referred them to hundreds if not thousands of online businesses over the years and was a great advocate for their mission.

In the last six months however their arrogance in price gouging their customers, attitude to criticism and absolute lack of interest in feedback from their earliest customers who have used the product more than most people on earth is disturbing.

I fear Intercom is becoming a classic example of a company pumped full of venture capital that has lost all direction and forgotten what made their offering good. I also suspect they don't know that their offering was never that great and lacks really fundamental usability. A well designed competitor will blow it clean out of the water at a fifth of the price.

We're moving on and certainly won't be recommending Intercom to anyone in the future.

...more
Max S.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 12 March 2019)
You may want to replace traditional ticketing system with Intercom if you're SaaS

Pros: - Integration with website & SaaS product;

- Great (simple & powerful) built-in knowledge base with automatic chat bot;

- Insightful pre-built reports for Inbox and Articles product;

- Synergy between chat, platform, inbox, articles and messages modules of the product - it allows enabling functions as you need those.

Cons: - Unlike all other parts of the system, the UX of renewing the cancelled subscription is far from great: you'd need to purchase "new" subscription and go through the wizard once again instead of just hitting "Renew".

- The Contact profile, especially section with Custom Fields, does not accommodate all the data.

Overall: Despite minor UX issues, overall Intercom is a great product with plethora of useful functions, that are also available starting from the beginning plan (Essentials) and improve as you upgrade your subscription.

The new automation tools (Custom bots) are absolutely amazing for a heavily-loaded customer support teams.

...more
Sasha E. W.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 12 March 2019)
Making Marketing Emails a Breeze

Pros: From a marketing standpoint, creating an email drip campaign with Intercom is really simple and intuitive. You're also able to slice and dice your data accordingly so that you're targeting just the people you want.

Cons: Sometimes the platform was a little difficult to figure out because it's so robust. Thankfully the Intercom team is super responsive and willing to help when you're in a pinch.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 12 March 2019)
"Bad Billing System and Slow Customer Support Response"

What do you like best?

I will give their features 4 out of 5. Excellent

What do you dislike?

Their Features was good, you pay what you get with Intercom.

But this time I feel very disappointed with this company. Here is my story:

- On 12th Feb 2019 I apply for Early Stage Program and get approved, I got an email like this:

"Congrats Johan,

We’ve verified your eligibility and are excited to welcome you to Intercom's Early Stage Program.

When your trial ends on Feb 12 2019, as part of the Intercom for Early Stage Program you’ll pay just $49 per month for all of our Pro Products and Custom Bots........."

Something look strange? Yes, the date look strange, the email I received is on 13th Feb 2019 but my TRIAL ENDS on 12th Feb 2019??

14 Days Free Trial Ends in -1 Day. What a joke.

But I don't easily judge people, I make a search on my email and found that I ever sign up for their Free Trial on 2nd Dec 2018 (Not Early Stage Trial, I don't know is it the same or not) and I cancelled my free trial on 3rd Dec 2018.

I got my CC charged for the first time by Intercom for $32.67 at 12th Feb 2019 (I'm okay with this one because I found that I ever sign up for their free trial in December 2018)

I use Intercome for 2 days and I cancelled my subscription on 14th Feb 2019 (I HAVE ALSO REMOVE MY CARDS) and I got email like this:

"Hey there,

Looks like you've canceled your Intercom subscription for your app, Maksimal Indonesia. As a result, you'll lose access to Messages Pro, Inbox Pro, Articles, and Custom Bots on Feb 26, 2019.

If you think this was done by mistake, you can restart your subscription here, in your billing settings.

If you have any questions, or just want to send along some feedback, please reply all to this message!"

What shocked me is, today (13th March 2019) they are charging my cards again for $32.67 after this I will call my bank for fraud payment (I call this fraud because I make a check on my account and I even didn't found my card on my Intercom Billing Page, cause I have delete it before)

This is my first time being overcharged for what I didn't use in a Live Chat Company.

Recommendations to others considering the product

Check another Live Chat Company

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

I only use it for a day and I'm not capable to giving the benefit

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 07 March 2019)
We just started with intercom, but it's a best for now

Pros: We just started with intercom, but it's the best chatbot plugin for us, we used a few different software before, but all of them didn't have enough functionality and stability. Intercom gives us all that we need.

Cons: The most bigger problem of intercom is pricing.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 07 March 2019)
"Efficient and does the job at a startup needing support management"

What do you like best?

The application is easy to use and navigate around. It does the job to help manage support to end users.

What do you dislike?

It can seem quite crowded on the application when there's a lot going on. The font used on the system is quite heavy.

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

Intercom helps our company manage support to end users efficiently and in a timely manner.

...more
Verified ReviewerSource : capterra.com
★★★★★
★★★★★
(Reviewed on 05 March 2019)
Work with them for 3 years, still love to work with them

Pros: Really easy to use, Ihave seen a lot of people starting to use Intercom and time and time again they quickly get it so solve support question.

Also the nice integration with other apps (more and more) is really nice.

Cons: The article function is not a good fit for us. Its only in one language, you can't add more languages.

Also I don't like the view of how their help pages are build (not enough custom options)

They are becoming more and more corporate and everything becomes upsell (bots, changing pricing system ( =increase))

...more
Eugene S.Source : capterra.com
★★★★★
★★★★★
(Reviewed on 04 March 2019)
Miles ahead of the second-best solution

Pros: It has the most logical and user-friendly interface both for clients and support, far beyond second-best option on the market.

Cons: Do expect random bugs and technical errors to happen. The support will acknowledge and fix them, yet it can be an unpleasant surprise if you experience high volumes of customer support activity.

Overall: The biggest fun starts in the backend of your support, which literally allows you to assign the enquiry to a specific professional. The mobile app allows you to reach, say your Japanese-speaking developer in out-of-office hours if you need him badly. This is incredibly effective and I've seen it do wonders both, supporting a client and enquiring myself (I had a bad bug on Tilda which I had support dealt with on a Sunday night!)

Another unbeatable feature is the front-end design - I simply have not seen a better UX solution that I would put on my website for clients to use, seriously.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 04 March 2019)
"I’m heading home now now I wanna go to pick up the food and then go back to the gym"

What do you like best?

I don’t know what if you wanna go pick up the food and then go back to the gym.

What do you dislike?

I dislike the kittens and kittens are still available to pick up the food

Recommendations to others considering the product

Yes I do have a coffee table

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

Y’all ready for the gym today and tomorrow I’ll be home in a little bit I wanna was a good

...more
Read All Reviews

Videos on Intercom Youtube Official Channel

Intercom 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
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

Intercom Awards

Questions on Intercom

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