Pros from reviewers
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Ease of use: Intercom is praised for its user-friendly interface and intuitive features, making it easy for both administrators and users to navigate and utilize the software
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Automation capabilities: The software allows for a significant amount of customer support to be automated, simplifying the delivery of support through articles and a growing knowledge base
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Quick response and solution provision: Intercom is designed to provide quick answers or solutions to user queries, either through relevant articles or by deploying a customer success manager for more complex issues
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Time-saving tool: Intercom is valued for its ability to save time, particularly through features like macros that prevent the need for retyping responses to similar questions across multiple chats or emails
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Comprehensive all-in-one solution: Intercom is seen as a comprehensive solution for customer support, with features like the Help Center, proactive supports, and integrations with other software like Slack.
Cons from reviewers
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Lack of real-time customer input visibility: Some users miss a feature from previous software that allowed them to see the customer's input before they sent it, enabling quicker responses
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Bugs and technical issues: Some users have reported that the software is plagued with bugs, with updates often being lost or rejected due to server-side exceptions. The technical support has also been criticized for denying the existence of issues or blaming them on the user
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Limitations in language support: Intercom does not support multiple locales in articles and messages, necessitating the creation of multiple versions of the same messages in different languages
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Limited chat flow capabilities: Some users have found the chat flows to be less advanced and customizable than they would like, and have reported that they cannot export contact information with their leads
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High pricing and confusing pricing structure: Some users have criticized Intercom for its high pricing and confusing pricing structure, with many features requiring additional payment and being locked behind additional pricing plans.
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
Main features
Starting Price
Free Plan
Collaborate with your team
Multilingual support
Customer feedback and surveys
Performance analytics
Automate conversations
Starting Price
$74
/ month
Free Plan
No
Collaborate with your team
Multilingual support
Customer feedback and surveys
Performance analytics
Automate conversations
What is Intercom?
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
How Intercom compare to similar software?
Product
Intercom
3.8
Intercom reviews
Price
$74
/ month
Free plan
No
Main features
Pros
Cons
Alternatives
Deal
Intercom
vs
Zendesk
Zendesk and Intercom are tailored to enhance your customer support and engagement, providing robust tools for managing customer inquiries, automating responses, and facilitating communication. However, a fundamental difference between them is their scope and focus. While Zendesk’s emphasis is entirely on customer support, Intercom’s features extend into marketing and sales. Zendesk started as a customer support request SaaS, a legacy that continues today with its robust ticketing and customer messaging solutions. In contrast, Intercom aims to provide an all-in-one business communication platform to support, engage, and convert customers with sales and marketing functions. An example of the platforms’ different focus is that Intercom includes an email marketing feature, whereas Zendesk doesn’t.
Another critical difference between Zendesk and Intercom is their approach to CRM. In addition to its service features, Zendesk offers a fully integrated CRM solution, Zendesk Sell,...
Intercom
Strengthen relationships with your customers with an online messaging system.
Zendesk
Create a customer success support suite that is accessible and available to your customers at all times.
Intercom
vs
Help Scout
Help Scout and Intercom are both renowned customer support platforms, but they cater to different aspects of customer interaction and support management. Understanding the distinctions between these platforms is crucial when deciding which one aligns best with your business needs.
Help Scout is known for its straightforward, no-frills approach to customer support. It primarily offers features like shared mailboxes, a knowledge base, and live chat—all designed with ease of use in mind. This makes Help Scout an ideal choice for businesses that need efficient, reliable tools for direct customer support without the complexity of additional functionalities. Help Scout is particularly favored by small to medium-sized businesses that seek to maintain personal connections with their customers through a simple, user-friendly interface.
Intercom, on the other hand, provides a broader suite of products aimed not just at support, but also at sales and marketing automation. Intercom is...
Intercom
Strengthen relationships with your customers with an online messaging system.
Help Scout
Comprehensive customer service platform
Who is Intercom best for according to our reviewers?
Customer Support Teams: Intercom is ideal for customer support teams as it allows a significant amount of customer support to be automated and simplifies its delivery through articles and a growing knowledge base
Sales Teams: Sales teams can benefit from Intercom's quick response feature and the ability to automate responses to common queries, saving time and increasing productivity
B2B SaaS Businesses: Intercom is a comprehensive all-in-one solution for B2B SaaS businesses, offering a range of features from chat support to product tours
Small Businesses: Despite some criticisms about pricing, small businesses may find value in Intercom's advanced features and integrations, such as the chatbot and product tours
Content Creators: Those responsible for creating and maintaining help articles can benefit from Intercom's easy-to-use platform and continuous improvements to the help center.
1 year free on the Advanced plan on Intercom
Get 1 year free on the Advanced plan on Intercom and up to $3,108 savings with Secret.
Intercom reviews
3.8
Intercom rating
4.5
Ease of use
4.5
Customer service
4.0
Value for money
4.2
Likelihood to recommend
4.4
Features
4 Intercom reviews
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Timothy D
Incredible Enhancements to the Support Center
I am impressed with the amazing improvements Intercom has made to their help center, particularly with the articles. As someone who is responsible for maintaining all of our articles, these changes have significantly eased my job. The new features such as call out boxes with color, table formatting, resizing columns, new headers 3 and 4, chapters on the right when reading an article, the ability to hide the author, and more levels within collections are all fantastic. They keep making small tweaks that make a huge difference!
April 30, 2024
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Kathleen A
Most Overhyped Product in the Market
I would not recommend relying heavily on Intercom, particularly for crucial business operations. While the chat and message history functions work well and the integration with communication sources is a nice touch, the software is plagued with bugs. Updates can often be lost or rejected due to server-side exceptions. The technical support is below average, often denying the existence of issues or blaming them on the user. Intercom is also significantly overpriced. The importers are ineffective due to the lack of data transformation mechanisms, making it challenging to import large amounts of customer profiles. The API has limitations and some of the integrations provided by Intercom do not function properly. Despite these issues, I switched to Intercom from AutopilotApp because it seemed more promising.
April 21, 2024
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Richard Williams
Excellent Software for Engaging & Converting Site Visitors
Overall, I'm quite satisfied with Intercom and plan to keep using it. I appreciate its ease of use in engaging with our website visitors and assisting them. It's a great tool for generating leads for our sales team. I particularly like its integration with Slack, which allows me to not always have Intercom open. However, I find it frustrating that many features require additional payment. Also, some parts of the platform are not very intuitive in terms of navigation and understanding where everything is. I initially chose Intercom mainly because of its price.
April 15, 2024
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Christina B
Intercom: A Developer's Unique and Thrilling Experience
My experience as a developer with Intercom has been truly unique. It's one of the most intriguing software I've worked with that costs over $1 a year. I was pleasantly surprised by their customer support, which guarantees a response within 24 hours. It's quite impressive how they manage to maintain this standard in the customer support business. The developer side is filled with interesting challenges and unexpected surprises, which keeps me on my toes. It's absolutely thrilling! I'm eagerly waiting for a competitor to emerge so I can compare and appreciate the uniqueness of Intercom even more.
April 14, 2024
