Intercom Reviews for 2025
Save 40% on your SaaS stack with expert guidance
Free Consultation
What is Intercom?
Intercom is a cutting-edge customer care platform that uses robust messaging and automation to directly connect businesses with their customers. The platform allows organizations to increase assistance without adding more personnel, making customers happier and support teams more effective. It is a complete customer service solution that offers an integrated customer experience spanning automation and human support, increasing customer happiness while lowering costs.
Its features include AI, bots, and rules to cut down on support costs, a fast, user-friendly, AI-powered collaborative inbox to maximize productivity and service team happiness, proactive messaging to stay ahead of known issues and cut down on inbound support volume, and guiding customers to boost engagement and satisfaction.
Furthermore, the platform assists independent contractors, small and large corporations, and nonprofit organizations. It provides assistance options such as FAQs/forums, email/help desk, knowledge base, and chat while supporting Android, iPad, and iPhone devices.
It serves industries like financial services, e-commerce, education, and healthcare. Use cases include support, engagement, and conversion. Additional features include account-based marketing, management tools, apps and integrations, customer data, live chat, mobile apps, mobile carousels, series, transactional messaging, surveys, switch, and SMS. Other features include business messenger, customizable bots, automated answers, product tours, outbound messages, inbox, help center articles, and SMS.
Intercom is a comprehensive customer service solution that simplifies support teams and enhances client interactions.
Found in these Categories
Best For
- StartUps
- Small Business
- Medium Business
- Large Enterprise
Intercom Pricing
Looking to Save Time & Money
Audit, consolidate, and save—powered by our internal buying team. Let our experts analyze your current software stack and identify opportunities for cost savings and efficiency improvements.
- Stack Audit
- Cost Reduction
- Expert Team
Intercom Features
- API
- Activity Dashboard
- Auto-Responders
- Chat/ Messaging
- Contact Management
- Customizable Branding
- Drag & Drop
- Email Management
- File Sharing
- Geotargeting
- Mobile Access
- Multi-Channel Communication
- Offline Form
- Personalization
- Real Time Analytics
- Real Time Notifications
- Surveys & Feedback
- Transcripts/Chat History
- Workflow Management
- 2-Way Messaging
- @mentions
- AB Testing
- AI/Machine Learning
- Access Controls/Permissions
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Appointment Management
- Asynchronous Learning
- Audience Targeting
- Automated Routing
- Batch Communications
- Behavior Tracking
- Blended Learning
- CAN SPAM Compliance
- CES Survey Structure
- CRM
- Campaign Analytics
- Campaign Management
- CSAT Survey Structure
- Campaign Scheduling
- Campaign Segmentation
- Call Routing
- Canned Responses
- Cataloging/Categorization
- Chatbot
- Click Tracking
- Client Management
- Code-free Development
- Collaboration Tools
- Contact Database
- Customer Communication
- Customer Database
- Contextual Guidance
- Customer Experience Management
- Customer History
- Conversion Rate Optimization
- Customer Journey Mapping
- Customer Segmentation
- Communication Management
- Customer Service Analytics
- Customer Support
- Configurable Workflow
- Customer Surveys
- Customizable CTAs
- Customizable Fields
- Dashboard
- Data Synchronization
- Customizable Forms
- Customizable Reports
- Data Import/Export
- Customizable Templates
- Customization
- Email Automation
- Email Campaign Management
- Data Visualization
- Email Distribution
- Email Marketing
- Drip Campaigns
- Dynamic Content
- Email Templates
- Email Tracking
- Employee Management
- Employee Onboarding
- Engagement Tracking
- Event-Triggered Actions
- Feedback Management
- Help Desk Management
- Human Handover
- In-App Training
- Inbox Management
- Interaction Tracking
- Interactive Content
- Lead Capture
- Lead Database Integration
- Knowledge Base Management
- Lead Distribution
- Lead Generation
- Knowledge Management
- Lead Management
- Lead Nurturing
- Language Detection
- Lead Qualification
- Lead Segmentation
- List Management
- Lead Verification/Validation
- Live Chat
- Macros/Templated Responses
- Marketing Automation
- Message Personalization
- Multi-Campaign
- Multi-Channel Data Collection
- Mobile Optimized Emails
- Multi-Channel Marketing
- Multi-Language
- NPS Survey Structure
- Natural Language Processing
- Negative Feedback Management
- On-Demand Communications
- One-to-One Messaging
- Performance Management
- Performance Metrics
- Pre-Configured Bot
- Prioritization
- Proactive Chat
- Process/Workflow Automation
- Progress Tracking
- Real-Time Data
- Real-Time Monitoring
- Prospecting Tools
- Real-Time Reporting
- Real-Time Chat
- Query Suggestions
- Real-time Consumer-facing Chat
- Real-time Conversations
- Queue Management
- ROI Tracking
- Real-time Updates
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Rules-Based Workflow
- SMS Marketing
- SMS Messaging
- SSL Security
- Screen Sharing
- Search/Filter
- Self Service Portal
- Self Service Tools
- Segmentation
- Self-Learning
- Sentiment Analysis
- Service Level Agreement (SLA) Management
- Single Sign On
- Social Media Integration
- Spam Blocker
- Subscription Management
- Support Ticket Management
- Task Management
- Task Progress Tracking
- Support Ticket Tracking
- Survey/Poll Management
- Tagging
- Task Scheduling
- Template Management
- Text Analysis
- Text Editing
- Third-Party Integrations
- Transfers/Routing
- User Management
- User Onboarding
- Virtual Assistant
- Visual Analytics
- WYSIWYG Editor
- Website Integration
- Website Visitor Tracking
- Workflow Configuration
User Sentiment - Intercom Reviews
-
Ease of Use and Setup
Intercom is praised for its intuitive interface and ease of implementation, allowing companies to quickly set up live chat and help centers without significant technical effort. Many users appreciate how easy it is to create and customize articles in their help center.
-
Comprehensive Communication Tools
The platform integrates well with other tools like Slack, Salesforce, and HubSpot, enabling smooth communication and collaboration across different teams. It also allows businesses to connect with customers via multiple channels, including chat, email, and even WhatsApp.
-
Automation Features
Intercom’s automation tools, such as chatbots and conversation routing, help businesses handle support requests efficiently, reducing manual workload and improving response times.
-
Scalability for Startups and Growing Business
The platform is popular with startups, particularly because of its Startup Program, which offers significant discounts. Intercom is also designed to grow with businesses, offering more advanced features as their needs evolve.
-
Pricing Complexity
One of the major drawbacks noted by users is the pricing structure. The platform charges based on various factors like the number of users and conversations, which can become expensive as businesses scale. This complexity can be difficult for some companies to manage, particularly for small businesses.
-
Limited Ticketing System
Although Intercom offers basic ticketing features, users have reported that these are somewhat lacking compared to other dedicated customer support platforms. For some, the ticketing solution feels like an afterthought.
Leave a Review
Intercom Company Details
Company Name
Intercom, Inc.
Headquarters
United States
Website
www.intercom.com
Own this Software?
Intercom vs. Similar Products
Select up to 3 Software, to enable Comparison
Compare Selected Software
