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What is Intercom?

Industry Specialties: Serves all industries

Intercom is a conversational platform that personalizes messaging throughout the customer journey using customer, company and behavioral data. It offers chatbots, marketing campaigns, self-service functions, proactive tours and more. Collaborative inboxes, reporting and automated workflows help users interact with customers across all channels.

It integrates with out-of-the-box modules to automate actions and sync data and allows users to build their setups based on business needs. Businesses can see who uses their products and communicate with customers via targeted, behavior-driven emails and in-app messages.
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#7

Intercom is ranked #7 on the top 10 Live Chat Software leaderboard based on a comprehensive analysis performed by SelectHub research analysts. Compare the leaders with our In-Depth Report.

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Intercom Pricing

Based on our most recent analysis, Intercom pricing starts at $39 (Per Seat, Monthly).

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Starting From
$39
Pricing Model
Per Seat, Monthly
Free Trial
Yes, Request for Free

Training Resources

Intercom is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Intercom:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Intercom Benefits and Insights

Why use Intercom?

Key differentiators & advantages of Intercom

  • Customize Bots: Build code-free bots that automatically triage conversations, initiate contact using advanced targeting and engage high-intent leads. 
  • Reply Faster: Apply macros or pre-written responses to maintain a consistent support experience even when live agents are unavailable. Automate repetitive actions, like tagging, assigning and updating tickets, across multiple conversations at once. 
  • Market Effectively: Engage potential leads with personalized messages to support the sales process and improve branding in real time. 
  • Enhance Support: Use the Conversational Support Starter Kit to learn how to combine proactive self-serve, AI-powered and human support to resolve customer issues at scale. 
  • Integrate Easily: Connect with tools like Marketo, Shopify and Stripe to enhance data interoperability and automate workflows. 

Industry Expertise

Intercom specializes in customer relationship management (CRM) and messaging software tailored to businesses of all sizes, particularly those with an emphasis on customer support and sales. Its expertise lies in providing a unified platform that streamlines communication channels, automates workflows, and personalizes customer interactions. Intercom is particularly well-suited for businesses seeking to improve customer engagement, increase conversion rates, and enhance overall customer experience.

Intercom Reviews

Average customer reviews & user sentiment summary for Intercom:

User satisfaction level icon: great

3224 reviews

89%

of users would recommend this product

Intercom has a 'great' User Satisfaction Rating of 89% when considering 3224 user reviews from 6 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Intercom reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • Usability: The platform is easy to use, straightforward and intuitive, according to 94% of users who commented on this aspect.
  • Customer Support: According to 74% of users who mentioned this, support reps are knowledgeable and helpful.
  • Training: Of the total users who commented on this feature, 90% liked the onboarding resources, training guides and simplicity of navigation.
  • Communication: 90% of users who commented on this appreciated being able to answer a high volume of questions, customize bots, automate responses and organize conversations.

Cons

  • Value for Money: The pricing is hard to understand and skews expensive, according to 100% of users who mentioned this.
  • Reporting: According to 67% of users who reviewed this feature, internal reports are limited and inaccurate.

Researcher's Summary:

Intercom offers a comprehensive platform to manage communications and increase engagement, via chatbots, product tours, email campaigns, automated answers and more. Based on user reviews, the product offers an intuitive interface, excellent customer support and useful onboarding resources. Users appreciated that they can customize automated tasks and in-app messages.

Many reviewers also liked that they can assign conversations, use add-ons, send emails, send attachments and handle all customer outreach from a single platform. However, some users mentioned that the product is expensive and has limited reporting capabilities. All things considered, Intercom is a great solution for businesses in need of a complete communications platform.

Key Features

  • Mobile Carousels: Manage communication with a customizable, code-free interface on a single or multiple screens. Request device permissions, add deep links, send dynamic carousel messages, open URLs, start conversations in the messenger and give users the option to chat with support. 
  • Team Messaging: Organize and respond to conversations on web, mobile and email and social channels from a central location. Create separate inboxes for support and sales, set permissions and use notes to collaborate on difficult questions.  
  • Product Tours: Create customizable interactive guides to orient new customers and explain products.  
  • Series Visual Campaign Builder: Use a drag-and-drop visual campaign builder to create behavior-based customer messaging campaigns. Send in-app and in-product messages and make feature announcements. Adjust paths for wait time, message type and unique tags. 
  • Conversational Support: Manage, route and prioritize conversations. Automate answers to common questions with the Resolution Bot. Customize user experience with intelligent chatbots based on customer behavior. 
  • Customer Data: Track unique business and customer data, like business type, location, pricing plan, product type and spend. Integrate data from a tech stack to personalize interactions and keep information up to date.

Limitations

At the time of this review, these are the limitations according to user feedback:

  •  Limited reporting capabilities. 

Suite Support

mail_outlineEmail: [email protected].
phonePhone: Not mentioned.
schoolTraining: Access courses, documents, blogs and guides through the online Academy.
local_offerTickets: Not mentioned
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