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Intercom description
Intercom is a customer service platform designed to improve customer experience and streamline support operations. It utilizes AI in three key ways: an AI chatbot for instant responses, an AI assistant for agents to quickly find information, and AI-powered analytics for support leaders. This approach aims to provide faster resolutions, increase agent efficiency, and offer data-driven insights for optimizing the customer service process. Intercom is suitable for businesses of all sizes seeking to enhance their customer support through automation and AI.
Who is using Intercom?
Who is Intercom best for
Intercom is a customer service platform that uses AI to improve customer experience and streamline support operations. Many users praise Intercom for its user-friendly interface and helpful AI assistant, FIN. While some users find the pricing high and experience issues with email threading, many appreciate the robust self-service features like the Help Center and seamless integrations.
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Intercom is a good fit for businesses of all sizes seeking to enhance their customer support through automation and AI.
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Intercom is a valuable tool for a wide range of industries, proving especially useful for those in Software, IT & Telecommunications.
Intercom features
| Supported Intercom supports AI-powered chatbots that can answer common questions and provide support through its Fin AI bot. |
| Supported Intercom supports a knowledge base with a searchable repository of help articles and FAQs. |
| Supported Intercom supports real-time dashboards to monitor key performance indicators such as current ticket volume, agent availability, and chat activity. |
| Supported Intercom provides omnichannel customer communication. |
| Supported Intercom provides ticketing functionality. |
| Supported Intercom offers AI chatbots powered by its product Fin. |
| Supported Intercom allows creating and saving pre-written responses for FAQs. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Intercom reviews
We've summarised 3513 Intercom reviews (Intercom Software Advice reviews, Intercom GetApp reviews, Intercom Capterra reviews and Intercom G2 reviews) and summarised the main points below.
- FIN AI agent is very helpful
- User-friendly interface and easy to navigate
- Seamless integrations with other systems
- Robust self-service features like the Help Center
- Email threading with Fin is messy
- Search functionality can be inaccurate
- High pricing tiers for add-on features like Proactive Support
- The mobile app has limited functionality
Intercom pricing
The commentary is based on 306 reviews from Intercom Capterra reviews, Intercom G2 reviews, Intercom GetApp reviews and Intercom Software Advice reviews.
Intercom's pricing structure, while often praised for its scalability, is a recurring concern in reviews. Many users find the platform expensive, especially for small businesses or those with limited budgets, with add-on features adding significant costs.
Users sentiment
See the Intercom pricing page.
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Intercom has a free trial.
Essential
The customer support plan for individuals, startups, and small businesses.
Advanced
Powerful automation tools and AI features for growing support teams.
Expert
Collaboration, security and reporting tools for large support teams.
Intercom alternatives
intercom vs ChameleonBetter for user onboarding and in-app guidance. Focuses on product adoption and user experience within software. Caters to Finance, E-commerce, Retail, Real Estate, and Legal industries.Read more
intercom vs CrispBetter for e-commerce and retail. A good Intercom alternative for small to medium businesses seeking positive pricing. Offers live website visitor typing previews and co-browsing.Read more
intercom vs TidioBetter for small to medium businesses, especially e-commerce. Has a free plan. Is growing faster than Intercom.Read more
HubSpot Service HubBetter for users seeking CRM integration and real-time dashboards. A good Intercom alternative for businesses in healthcare, finance, and other industries needing robust customer service tools. It has more momentum in terms of employee growth.Read more
KustomerBetter for medium to large businesses with high support volumes. Has real-time dashboards and KPI tracking. A good Intercom competitor for businesses focused on streamlining support processes.Read more
FreshChatBetter for retail. Has a free plan. Growing faster than Intercom. A strong Intercom competitor and alternative.Read more
Intercom FAQ
What is Intercom and what does Intercom do?
Intercom is a customer communication platform that helps businesses connect with their customers through AI-powered chatbots, live chat, and more. Its features include a help desk, knowledge base, and robust analytics, making it suitable for businesses looking to streamline their customer support and improve satisfaction.
How does Intercom integrate with other tools?
Intercom integrates seamlessly with a variety of tools, including Slack, Google Analytics, and Salesforce. This allows businesses to centralize customer data, automate workflows, and improve overall efficiency.
What the main competitors of Intercom?
Top alternatives to Intercom include Zendesk, Freshdesk, and Help Scout. These customer support platforms offer similar features like live chat, chatbots, and knowledge bases, catering to businesses seeking to enhance their customer service operations.
Is Intercom legit?
Yes, Intercom is a legitimate and safe customer service platform. It is a well-established company with a large user base. Intercom is known for its AI-powered chatbot, Fin, and its user-friendly interface.
How much does Intercom cost?
Intercom pricing starts at $348 per year for the Essential plan. They offer three different pricing tiers to choose from: Essential, Advanced, and Expert. Intercom also has add-ons like Proactive Support Plus starting at $99/month.
Is Intercom customer service good?
Based on the reviews, Intercom's customer service receives mixed feedback. While users appreciate the responsiveness and helpfulness of the support team, some have experienced slow response times, particularly for technical issues.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.