Home/Live Chat Software/Intercom
Updated on: May 24, 2019
What is Intercom ?
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Intercom

Helps sales and marketing professionals to acquire customers
★★★★★
★★★★★
(525 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 525 Rating(s)
Rating Distribution
  • 473
  • 36
  • 8
  • 8
  • 0
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Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 08 April 2019)
"One of the coolest systems I've used"

What do you like best?

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.

What do you dislike?

We had some issues with the reports (reports provide median results, not possible to have average)

Recommendations to others considering the product

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.

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

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.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 08 April 2019)
"Helpful Instant Chat"

What do you like best?

I like the notes feature, so my team can collaborate on conversations behind the scenes.

What do you dislike?

Glitchy, sometimes we hear a sound but see no new chat, sometimes we get a new chat but no sound, etc.

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

Instant Chat

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 08 April 2019)
"Intercom - Chat Agent"

What do you like best?

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.

What do you dislike?

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.

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

We use intercom to make it easier for our customers to reach out to use with any concerns or issues they may have.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 06 April 2019)
"Marvelous tool to make your customers happy"

What do you like best?

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.

What do you dislike?

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 :)

Recommendations to others considering the product

Just try it our and enjoy!

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

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.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 06 April 2019)
"intercom feed back"

What do you like best?

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.

What do you dislike?

I do not like how hard and long it takes to login in and out of Intercom.

Recommendations to others considering the product

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.

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

Able to handle any issues and talk to the customer over the phone.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 04 April 2019)
"Best Way to Support Customers"

What do you like best?

Can quickly organize and support customers that come to the site.

What do you dislike?

Sometimes it's a bit overpowering if you just want the support side of things.

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

Able to retain and guide customers in a real-time setting.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 03 April 2019)
"Great Marketing tool not the best Support tool"

What do you like best?

Outbound messaging, the chat pop up and now the bots!

What do you dislike?

Its not built for a real Support environment. Its getting better, but works well for small CS teams.

Recommendations to others considering the product

Great Customer Success and Marketing tool. Still needs a lot of improvement in Administration (Permissions, etc.), Routing of chats and Reporting.

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

Live chat, outbound communication to replace SMS.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 02 April 2019)
"Intercom is a must"

What do you like best?

I LOVE how you can snooze conversations or close them or keep them open and you can basically organize it however you want.

What do you dislike?

I really dislike that someone can leave a review on accident and they cannot change it if they left a comment.

Recommendations to others considering the product

I would try it out; their support team as top notch and the product is great so you can't lose.

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

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.

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 02 April 2019)
"Super powerful - beyong just chat!"

What do you like best?

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.

What do you dislike?

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.

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

Chat & customer interaction.

Help center with organized articles.

Product tours (beta & coming soon)!

...more
Source : g2crowd.com
★★★★★
★★★★★
(Reviewed on 02 April 2019)
"easy to use, help monitor emails of business"

What do you like best?

its easy to use and I like the tagging of email feature.

What do you dislike?

The system can sometimes go faulty and cause emails not be sent to customers

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

helping monitor email traffic and the types of emails we receive

...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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