Overview
What is Intercom?
Intercom is an AI-first customer service platform that enhances the customer experience and improves operational efficiency, built on a single AI system with three major components: AI Agent, AI Copilot and AI Analyst (coming soon) to deliver customer service.
Convenient, fast, and efficient Intercom.
SaaS Startups love Intercom!
Great Customer Platform
Intercom is complete and intuitive
If you are looking for a solution to get closer to your customer, Intercom is the tool
Intercom helps us give 'white glove' customer support.
Building a Help Center and Communicationg with Customers
Intercom is the best for customer support
Amazing Product and User Friendly!
Love Intercom!
Intercom is good for financial services companies
If you are not using Intercom you are missing out!
Love Intercom!
High Cost, Low Value
How Intercom Differs From Its Competitors
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This was incredibly easy to set up!
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Regarding the emails, sometimes we do not receive all the emails in this tool, which is something that can be improved
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Email support (110)8.888%
- Ticket creation and submission (108)8.383%
- Ticket response (114)7.777%
- External knowledge base (118)7.575%
Reviewer Pros & Cons
Pricing
Essential
$39
Advanced
$99
Expert
$139
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 8.4Organize and prioritize service tickets(106) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.4Expert directory(69) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 7.8Subscription-based notifications(69) Ratings
Users subscribe to notifications for ticket updates
- 8.5ITSM collaboration and documentation(76) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 8.3Ticket creation and submission(108) Ratings
Users and agents can easily enter new support requests.
- 7.7Ticket response(114) Ratings
Agents can easily follow up with customers.
Self Help Community
Features that allow customers to self-service for support issues.
- 7.5External knowledge base(118) Ratings
Customers can self-service by searching through help articles.
- 7.2Internal knowledge base(102) Ratings
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
- 8.5Customer portal(92) Ratings
Customer portal allows customers to submit tickets themselves and/or access self help resources.
- 7.7IVR(38) Ratings
Includes an interactive voice response system for routing callers to the correct agent or information.
- 7.2Social integration(71) Ratings
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
- 8.8Email support(110) Ratings
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
- 8.4Help Desk CRM integration(83) Ratings
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Intercom?
AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant responses, 24/7, to most questions. Only complex interactions transition to tickets.
AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.
AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.
Intercom states that customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, currently use Intercom to deliver efficient and personal customer experiences at scale.
Intercom Features
- Supported: Operational efficiency: Uses AI, Bots and Rules to reduce support costs by freeing up support teams from repetitive questions and tasks.
- Supported: Productivity: Helps to ensure service teams only work on high value questions in a collaborative Inbox.
- Supported: Solves known customer issues by helping them before they get in touch: Sends proactive messages to get ahead of known issues and reduce inbound support volume.
- Supported: Customer engagement by providing direction: Shows customers what to do next without waiting for them to contact support and ask.
- Supported: Customer satisfaction through conversational support: Answers questions immediately in the channel they arise, or the channel that customers prefer.
- Supported: Cohesive customer service: Supports working together in one platform.
Intercom Screenshots
Intercom Video
Intercom Integrations
Intercom Competitors
Intercom Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | Apple iOS, Android |
Supported Languages | Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swedish, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian). |
Frequently Asked Questions
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Reviews and Ratings
(663)Attribute Ratings
Reviews
(1-25 of 266)Tool Review
- Integration
- User Experience
- Reports
- ITSM Items
- Approval Workflow Configuration
- SLA Count
Convenient, fast, and efficient Intercom.
- Easy to understand UI
- Many different features that add convince to our work, like leaving notes for example.
- Everything is working quickly and efficiently without any bugs.
- I really like that you can email people through Intercom, it's very convenient.
- I think the most annoying part is when you need to change a team for a closed conversation, which results in opening the conversation again.
- Sometimes, data about a person talking to you takes a lot of time to load.
SaaS Startups love Intercom!
- Chat - embedded in app and accessible
- Support Articles - easy to serve and surface to customers
- Easy to use GUI. Very intuitive.
- Product Tours were initially difficult for us to use as we have a wildcard in our URL but this seems like it might be resolved.
- There are only three layers to the help desk, more would be nice.
- I'd love to see more outreach from Intercom. We get the generic messages, but I don't know that I've ever had a real human connect with me about our account.
Great Customer Platform
- Intercom Fin AI is an amazing boost for our CS team. The answers Intercom Fin provides are so well worded and have helped resolve a lot of questions our customers have.
- Creating product tours is really easy and intuitive, and though we haven't launched them yet I'm excited to measure their impact on our customer journeys.
- Being able to target users very specifically by using filters and custom attributes allows us to get our messaging to the right audience and tailor our onboarding experiences.
- Sometimes our proactive support shows up differently for different users, and I don't really understand why. It's nice that you can see what step someone had an issue on, but it's not always clear how to fix that.
- I'd love to see a quicker customer support reply time than a few hours, as sometimes I get blocked by an issue and have to wait for it to get resolved.
Intercom is complete and intuitive
- Low-touch communications
- Recurring communications (emails)
- User-friendly communications interface and editing
- Email editing - more email customization features
If you are looking for a solution to get closer to your customer, Intercom is the tool
In addition, we also manage all onboarding of new users with the support of pop up, tour and checklist tools.
- segmentation
- comunication
- metrics
- Reports
- News
- Articles
Intercom helps us give 'white glove' customer support.
- I like the way we can integrate our application's data into Intercom and make rules from that data.
- I like the way it tracks support conversations, even if the user has logged off.
- It's been very reliable, and I don't recall ever having an outage.
- When a customer gets an email from Intercom and replies to it, often, that email address becomes the default email address for my name in their contact list. So in the future when they email me, instead of going to my email address, it goes to Intercom. I mean, I get the message, but these are conversations that aren't necessarily support related, etc.... I get this is a complicated issue. It involves how the user uses their email client, etc... But I've occasionally been frustrated by it.
Building a Help Center and Communicationg with Customers
- Creating articles
- Creating/Tracking emails
- Allowing for live chat, and letting those chats be auto assigned to representatives in our company
- More customization in email and article creation
- Tooltips seem to regularly lose their placement
- I wish it would stay in dark mode across all aspects of the platform
Intercom is the best for customer support
- It organizes the conversation threads with users very well, keeping all the relevant information on a single screen.
- allows you to customize the interface to make the operator's work easier
- It has many reporting options to analyze the results
- shortcut key combinations
- more search options among conversations
Amazing Product and User Friendly!
- organizes multiple chats
- provides extensive details of account information
- provides great shortcut options
- give better alert options when customer is responding in chat
- add different color options for backgrounds to separate menus
- add pop up chats to separate chat window
It does provide an email option but this option can be time delayed and not as efficient as the chat option.
Love Intercom!
- Ability to filter audience
- Very spiffy proactive support tools
- User friendly interface
- Excellent communications about Intercom product updates
- I don't handle this directly, so take this with a grain of salt, but it seems like the integration process can be intense just based on second hand information
- Would love to see some Hubspot integration!
Intercom is good for financial services companies
- Reporting has improved dramatically over the past year
- Take feedback from their users and implement the changes
- Organizes teams and flows easily
- Macros and shortcuts are easy to use
- Merging accounts and the duplication of messages
- Making chat vs. email more clear
If you are not using Intercom you are missing out!
- Integrations
- User Interface, best in class
- Omnichannel marketing
- Not an issue really, but would appreciate even further enhancements on setting default views for internal users
Love Intercom!
- Respond to any issues in a very quick manner.
- The organization of the platform is very clear and things aren't hard to find.
- There are rarely any technical issues so everything always goes smoothly.
- Grouping conversations together in the inbox if they're from the same email address would be nice. We have several customers who like to send multiple messages so if they could automatically group, that would be awesome.
- Have the ability to add an integration to link to the most recent order associated with their account would be awesome.
- Along the same line, have a link to access their account in our customer database software.
- The ability to delay sending the email. So say up to 60 seconds, so we can undo the message and edit anything if we notice a typo or something right after we hit send.
I haven't come across an area where it's less appropriate as it does exactly what it intends to do.
High Cost, Low Value
- requires you to work without their support
- does not provide you with help post support
- limits the APIs you can work with
- Much better customer support
- Your dedicated success rep should provide their contact info
- invest in launch, versus going straight to more add on sales (then they call you right away)
if you want to talk to someone ... forget it!
Intercom review
- Help desk features - live chat with customer support
- Routing and handling many conversations / tickets at the same time
- Analytics of each individual customer support agent
- Pricing - it is not a cheap product and more features could be included in lower tier packages
- Customer segmentation is not as simple as I would like it to be
- For being a help desk / customer support company, they are not the fastest at responding to any questions we might have
Well suited for proactive outreach and the ability to gather feedback from customers + surveys.
Less appropriate for a non techie company to set it up, basically any sort of changes in integration have to be done by an engineer.
Good Product
- Real-time communication
- Easy to use
- Clear interface
- Sound notification when a message comes
- Organize messages in categories
- Better sound alert when a message comes
- Ability to change messages after sent
Our startup journey with intercome
- Bot and the al powered features
- Centralize customer data and ability to integrate
- Great user-centric design and the ability to integrate with a variety of tools.
- Need to solve the latency issue
- Bit expensive and complex for solo and small business
Works good!
- Snoozing
- Filtering customers
- Workflow
- View
- Mark as unread (bolded text)
- Search engine
1. You have scheduled with a customer that you will contact them in a month. You snooze a conversation that goes back to open after a month.
2. You want to filter the list of customers (e.g. by the last contact or by the person assigned to the conversation).
3. You want to optimize your work by adding macros.
Bad examples:
1. You want to quickly find a conversation with a particular customer without remembering the full email address.
2. You want to work on a view similar to social media messaging (you can mark messages as unread).
- Contact Segmentation
- Communication with customers (series, emails and chats)
- Help center
- Product Tours
Intercom
- Organized messages
- First in, first out
- Displaying images
- Macros pre-established to reduce repetitive typing
- Area to view closed messages
- Undo option remaining longer after closing messages
- Ability to mark messages as unread
Intercom: Easy To Use and Feature Rich!
- Workflows -> customizing the user experience
- CSAT (customer satisfaction score) -> very easy to collect data and analyze
- Help Center Article creation
- Reporting and analyzing data from the tool is very easy
- The ability to merge conversations would be nice.
- Customizing the survey for CSAT a bit more would be nice.
- Being able to send over survey ratings using the Slack integration where a link to open conversation would be nice.
- A daily CSAT high level overview email would be nice.
Intercom for small start-up enablement function
I love the automations, the AI functionality and ease of building our knowledge base. It's also been easy to set up and to manage permissions.
- Ease of adding articles and creating collections
- AI responses
- Ticketing!
- Jira integration
- My only feedback is making articles and collectiosn easier by connectign to google drive, I need to maintain our documents locally and having to copy and paste and reformat into Intercom is time consuming.
I like using Intercom and you will too!
- Sort and manage in-app conversation.
- Leverage specific tags and filters to allow seamless transitions between products.
- Allow great visibility between users and leads.
- Possibly better languages support.
- Don't use enough feature to provide RFI.
- Nothing to add.
Intercom: A Valuable Tool for User Analysis and Beyond
- Ease of searching, filtering and exporting users
- Users can be identified and registered by company.
- We can send messages to individual companies and users.
- Customizability of showing/hiding the support chat widget - Some of it is currently supported, but code implementation is required for things like displaying it on your body when you press a specific button on the site.
- I can't get logs for some users, but I don't know the cause.
- Help page design is poorly customizable