Overview
Intercom is a customer messaging platform designed to help businesses connect with their customers easily. It combines live chat, chatbots, and help desk functionality in one solution. This helps teams engage and support users more effectively, improving overall satisfaction and sales.
The platform allows businesses to send targeted messages to users based on their behavior, preferences, and needs. With its rich set of features, Intercom empowers teams to provide personalized experiences and quick responses, making every interaction feel more human.
Whether you're a small startup or a large enterprise, Intercom adapts to your needs, helping you grow your customer relationships. Its user-friendly interface and powerful analytics make it easier for teams to understand their customers and optimize their communication strategies.
Pricing
| Plan | Price | Description |
|---|---|---|
| Essential | $39.00 (1 Seat Per Month) | The customer support plan for individuals, startups, and small businesses. |
| Advanced | $99.00 (1 Seat Per Month) | Powerful automation tools and AI features for growing support teams. |
| Expert | $139.00 (1 seat Per Month) | Collaboration, security and reporting tools for large support teams. |
| Proactive Support Plus add-on | Starting at $99.00 (Per Month) | Onboard, educate and notify your customers with in-context automated messages to cut support volumes and keep customers happy |
| The Early Stage program | $65.00 (5 Seats Per Month) | Startups get a 93% discount with access to all features included in the Advanced plan and Proactive Support Plus Add-on. |
Key features
Live Chat
Instant communication with customers through chat to solve issues quickly.
Chatbots
Automated responses to common questions, available 24/7.
Targeted Messages
Send personalized messages based on user behavior and attributes.
Customer Insights
Analytics to understand user behavior and improve engagement.
Integrations
Works with numerous tools like Salesforce, Slack, and more.
Mobile Support
Mobile app available for on-the-go customer support.
Help Center
A self-service option for users to find answers easily.
User Segmentation
Group users based on specific criteria for better targeting.
Pros & Cons
Pros
- User-Friendly
- Increased Engagement
- Powerful Automation
- Customizable
- Great Support
Cons
- Costly
- Learning Curve
- Limited Customization
- Dependency on Internet
- Mobile Experience
Feature Ratings
Based on real user reviews, here's how users rate different features of this product.
Platform
Based on 563 Intercom reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.
Based on 563 reviewsBased on 1049 Intercom reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Based on 1049 reviewsBased on 667 Intercom reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Based on 667 reviewsBased on 633 Intercom reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality
Based on 633 reviewsBased on 862 Intercom reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Based on 862 reviewsBased on 864 Intercom reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Based on 864 reviewsAllows business to edit conversations to meet the unique needs of one's business. This feature was mentioned in 42 Intercom reviews.
Based on 42 reviewsGives users the ability to update systems, like CRM, based on conversations. This feature was mentioned in 41 Intercom reviews.
Based on 41 reviewsAllows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. This feature was mentioned in 41 Intercom reviews.
Based on 41 reviewsProvide tools for live chat on one's website. 500 reviewers of Intercom have provided feedback on this feature.
Based on 500 reviewsAllows easy integrations with applications, such as messenger applications, APIs, and customer support tools. 474 reviewers of Intercom have provided feedback on this feature.
Based on 474 reviewsHas the ability to customize look and feel of chatbot to match` company branding. This feature was mentioned in 469 Intercom reviews.
Based on 469 reviewsAs reported in 453 Intercom reviews. Gives user the ability to analyze conversations with the chatbot and see its performance.
Based on 453 reviewsBased on 314 Intercom reviews. Allows users to test the efficacy of various responses through A/B testing.
Based on 314 reviewsAllows for varying access to chatbot and admin settings, depending on user, their role, etc. 420 reviewers of Intercom have provided feedback on this feature.
Based on 420 reviewsCan collect and store information from interlocators, such as email, phone number, etc. 476 reviewers of Intercom have provided feedback on this feature.
Based on 476 reviewsTicket and Case Management
Based on 961 Intercom reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Based on 961 reviewsBased on 979 Intercom reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Based on 979 reviewsBased on 955 Intercom reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions
Based on 955 reviewsBased on 1002 Intercom reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
Based on 1002 reviewsBased on 545 Intercom reviews and verified by the G2 Product R&D team. Offers tools for managing and tracking service-level agreements (SLAs)
Based on 545 reviewsBased on 1000 Intercom reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Based on 1000 reviewsBased on 924 Intercom reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Based on 924 reviewsBased on 825 Intercom reviews and verified by the G2 Product R&D team. Central repository for account and contact information
Based on 825 reviewsCommunication Channels
Based on 755 Intercom reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents
Based on 755 reviewsBased on 955 Intercom reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket
Based on 955 reviewsBased on 1127 Intercom reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live
Based on 1127 reviewsBased on 683 Intercom reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks
Based on 683 reviewsMake and receive calls directly in the application. Track and record calls for analysis. 398 reviewers of Intercom have provided feedback on this feature.
Based on 398 reviewsSelf-Service Experience
Provides a repository of information that can be used by those seeking support. 537 reviewers of Intercom have provided feedback on this feature.
Based on 537 reviewsMakes articles in the knowledge base searchable on the web. This feature was mentioned in 537 Intercom reviews.
Based on 537 reviewsAs reported in 378 Intercom reviews. Optimizes the customer self-service experience on mobile devices
Based on 378 reviewsBased on 423 Intercom reviews. Gives the user targeted, personalized results based on their activity or preferences
Based on 423 reviewsSelf-Service Platform
Based on 420 Intercom reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Based on 420 reviewsAs reported in 425 Intercom reviews. Automates some or all operation related tasks
Based on 425 reviewsUtilizes artificial intelligence to improve workflows or customer experiences 362 reviewers of Intercom have provided feedback on this feature.
Based on 362 reviewsAs reported in 410 Intercom reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools
Based on 410 reviewsCommunication
Based on 1276 Intercom reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Based on 1276 reviewsBased on 1283 Intercom reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Based on 1283 reviewsBased on 1033 Intercom reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.
Based on 1033 reviewsBased on 1197 Intercom reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.
Based on 1197 reviewsAs reported in 445 Intercom reviews. Allows agents to join a customer's browser session and navigate through the website with them.
Based on 445 reviewsInternal Use
Based on 1049 Intercom reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Based on 1049 reviewsBased on 939 Intercom reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Based on 939 reviewsBased on 893 Intercom reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.
Based on 893 reviewsBased on 1088 Intercom reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Based on 1088 reviewsBased on 1161 Intercom reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Based on 1161 reviewsBased on 1132 Intercom reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.
Based on 1132 reviewsProcess
As reported in 64 Intercom reviews. Scours various channels for brand mentions to proactively seek reparative communications.
Based on 64 reviewsCreates and assigns support tickets, scheduling them in a timely manner. 61 reviewers of Intercom have provided feedback on this feature.
Based on 61 reviewsAs reported in 64 Intercom reviews. Allows administrators to create templated responses to frequently asked questions.
Based on 64 reviewsChannels
Ability to connect agents with customers through Live Chat. 65 reviewers of Intercom have provided feedback on this feature.
Based on 65 reviewsBased on 64 Intercom reviews. Connects employees with customers through a social media solution.
Based on 64 reviewsAbility to connect agents with customers through email. This feature was mentioned in 67 Intercom reviews.
Based on 67 reviewsBased on 58 Intercom reviews. Connects employees with customers through a calling solution.
Based on 58 reviewsAs reported in 59 Intercom reviews. Ability to connect agents with customers through text message solution.
Based on 59 reviewsBased on 273 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted over social media.
Based on 273 reviewsBased on 416 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through embedding or pop-ups on websites.
Based on 416 reviewsBased on 186 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through text message (SMS).
Based on 186 reviewsConversations enacted through voice assistants. This feature was mentioned in 101 Intercom reviews.
Based on 101 reviewsBased on 210 Intercom reviews and verified by the G2 Product R&D team. Conversations enacted through other channels.
Based on 210 reviewsSoftware incorporates multiple digital communications channels. 166 reviewers of Intercom have provided feedback on this feature.
Based on 166 reviewsBased on 158 Intercom reviews. Allows incorporation of inbound contacts from non-marketing channels.
Based on 158 reviewsIncludes physical media (mail, flyers, billboards, etc.) in the channels mix. 151 reviewers of Intercom have provided feedback on this feature.
Based on 151 reviewsInsight
As reported in 63 Intercom reviews. Provides opportunity for customers to give feedback through a survey.
Based on 63 reviewsEnables administrators to create customized reports reflecting customer satisfaction. 64 reviewers of Intercom have provided feedback on this feature.
Based on 64 reviewsAllows administrators to track visitor activity to understand the research that was done before turning to customer service. 60 reviewers of Intercom have provided feedback on this feature.
Based on 60 reviewsAs reported in 60 Intercom reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
Based on 60 reviewsMessenger
Based on 359 Intercom reviews and verified by the G2 Product R&D team. Mapped-out responses for conversations.
Based on 359 reviewsBased on 340 Intercom reviews and verified by the G2 Product R&D team. Artificial intelligence (AI) and chatbot involvement.
Based on 340 reviewsBased on 455 Intercom reviews and verified by the G2 Product R&D team. Live human component of conversations.
Based on 455 reviewsBased on 304 Intercom reviews and verified by the G2 Product R&D team. Quality of interface for designing and customizing conversation maps.
Based on 304 reviewsCustomers
Based on 410 Intercom reviews and verified by the G2 Product R&D team. Overall quality of customer targeting based on needs or situations.
Based on 410 reviewsBased on 412 Intercom reviews and verified by the G2 Product R&D team. Creation and modification of customer profiles based on conversations.
Based on 412 reviewsBased on 415 Intercom reviews and verified by the G2 Product R&D team. Reporting based around specific and overall conversation results.
Based on 415 reviewsBased on 366 Intercom reviews and verified by the G2 Product R&D team. Capture and organization of leads from conversations.
Based on 366 reviewsBased on 360 Intercom reviews and verified by the G2 Product R&D team. Success rate of conversations leading to customer purchases.
Based on 360 reviewsUser Analysis
Allows you to deploy NPS surveys to users. 134 reviewers of Intercom have provided feedback on this feature.
Based on 134 reviewsAnalyzes user survey responses and information in the application. 151 reviewers of Intercom have provided feedback on this feature.
Based on 151 reviewsUser Support
Based on 161 Intercom reviews. Organizes users into predefined groups and provides different responses based on group.
Based on 161 reviewsSupports multiple languages. 114 reviewers of Intercom have provided feedback on this feature.
Based on 114 reviewsProvides responses based on user behavior and feedback. 145 reviewers of Intercom have provided feedback on this feature.
Based on 145 reviewsWalkthrough Type
Supports audio and video-based walkthroughs. This feature was mentioned in 131 Intercom reviews.
Based on 131 reviewsAs reported in 142 Intercom reviews. Supports text bubble walkthroughs.
Based on 142 reviewsDesign
Allows planning and deployment of an overall communications strategy. This feature was mentioned in 163 Intercom reviews.
Based on 163 reviewsBased on 165 Intercom reviews. Includes or integrates with content creation apps.
Based on 165 reviewsOutbound communications are segmented and personalized. This feature was mentioned in 171 Intercom reviews.
Based on 171 reviewsInbound contacts are identified and handled based on history. This feature was mentioned in 163 Intercom reviews.
Based on 163 reviewsAs reported in 157 Intercom reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.
Based on 157 reviewsProductivity Tools
Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 73 Intercom reviews.
Based on 73 reviewsProvides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 72 Intercom reviews.
Based on 72 reviewsOffer in-application assignment and task tracking functionality. 69 reviewers of Intercom have provided feedback on this feature.
Based on 69 reviewsBased on 69 Intercom reviews. Allows users to create and follow predetermined workflows attached to actions.
Based on 69 reviewsAllows users to create canned answers or templates for email responses. 70 reviewers of Intercom have provided feedback on this feature.
Based on 70 reviewsIntegrates without outside software to provide additional functionality or pull information. 70 reviewers of Intercom have provided feedback on this feature.
Based on 70 reviewsProvides a tagging system to allow users to sort emails by relevant subject. This feature was mentioned in 73 Intercom reviews.
Based on 73 reviewsAnalytics
As reported in 61 Intercom reviews. Analyzes trends in email content and resolution.
Based on 61 reviewsTracks performance and productivity of users inside the application. 69 reviewers of Intercom have provided feedback on this feature.
Based on 69 reviewsBased on 69 Intercom reviews. Tracks email analytics like emails opened, how long the email was opened for, etc.
Based on 69 reviewsResponses
Provides personalized responses to interlocator based on segmentation or past responses. This feature was mentioned in 42 Intercom reviews.
Based on 42 reviewsHas tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. 43 reviewers of Intercom have provided feedback on this feature.
Based on 43 reviewsAs reported in 41 Intercom reviews. Can have a natural, human-like conversation with an interlocator.
Based on 41 reviewsCustomize your chat workflows with rules and automations. 483 reviewers of Intercom have provided feedback on this feature.
Based on 483 reviewsControl who the chatbot converses with (and when). This feature was mentioned in 476 Intercom reviews.
Based on 476 reviewsHas the ability to connect interlocator with a human agent when the need arises. 474 reviewers of Intercom have provided feedback on this feature.
Based on 474 reviewsCan provide interlocators with menus, through which they can choose a relevant response. This feature was mentioned in 450 Intercom reviews.
Based on 450 reviewsBased on 374 Intercom reviews. Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.
Based on 374 reviewsConversational Platform
Based on 933 Intercom reviews. Identifies the customer and personalizes interaction at every touchpoint.
Based on 933 reviewsBased on 714 Intercom reviews. Allows multiple related channels to interact at once to reduce transfers.
Based on 714 reviewsPrompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 736 Intercom reviews.
Based on 736 reviewsBased on 660 Intercom reviews. Provides features for sending outbound messages to engage customers through proactive support.
Based on 660 reviewsSupport Automation
Can route contacts to agents the customer has worked with before. 738 reviewers of Intercom have provided feedback on this feature.
Based on 738 reviewsAs reported in 778 Intercom reviews. Provides features for escalating conversations to the appropriate agent.
Based on 778 reviewsMaintains a transcript of conversations from all channels. 396 reviewers of Intercom have provided feedback on this feature.
Based on 396 reviewsEnables customers to resolve queries or issues without the assistance of an agent. 686 reviewers of Intercom have provided feedback on this feature.
Based on 686 reviewsCustomer Support
As reported in 80 Intercom reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS
Based on 80 reviewsAs reported in 73 Intercom reviews. Comprehends human speech and can transcribe it to text for processing
Based on 73 reviewsThe AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries This feature was mentioned in 83 Intercom reviews.
Based on 83 reviewsAutomation
Based on 80 Intercom reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Based on 80 reviewsBased on 85 Intercom reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
Based on 85 reviewsWhen the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to This feature was mentioned in 77 Intercom reviews.
Based on 77 reviewsArtificial Intelligence
As reported in 79 Intercom reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses
Based on 79 reviewsMultilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 77 Intercom reviews.
Based on 77 reviewsThe AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers This feature was mentioned in 79 Intercom reviews.
Based on 79 reviewsGenerative AI
As reported in 126 Intercom reviews. Allows users to generate text based on a text prompt.
Based on 126 reviewsCondenses long documents or text into a brief summary. This feature was mentioned in 128 Intercom reviews.
Based on 128 reviewsBased on 152 Intercom reviews. Allows users to generate text based on a text prompt.
Based on 152 reviewsAs reported in 151 Intercom reviews. Condenses long documents or text into a brief summary.
Based on 151 reviewsAutomation - AI Agents
As reported in 22 Intercom reviews. Allows users to automate responses to customer inquiries across various channels.
Based on 22 reviewsAllows users to automate responses to customer inquiries across various channels. This feature was mentioned in 25 Intercom reviews.
Based on 25 reviewsAllows users to automate the process of generating and qualifying sales leads. This feature was mentioned in 23 Intercom reviews.
Based on 23 reviewsBased on 23 Intercom reviews. Allows users to automate the handling, processing, and management of documents.
Based on 23 reviewsProvides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. 23 reviewers of Intercom have provided feedback on this feature.
Based on 23 reviewsAutonomy - AI Agents
Allows the AI agent to learn from interactions and adapt its responses accordingly. This feature was mentioned in 24 Intercom reviews.
Based on 24 reviewsAs reported in 24 Intercom reviews. Allows the AI agent to learn from interactions and adapt its responses accordingly.
Based on 24 reviewsProvides the AI agent the ability to execute tasks without requiring constant user input. This feature was mentioned in 24 Intercom reviews.
Based on 24 reviewsAs reported in 24 Intercom reviews. Allows the AI agent to identify and resolve issues without user intervention.
Based on 24 reviewsRating Distribution
Screenshots
User Reviews
View all reviews on G2Great product and a team that acts on customer feedback
What do you like best about Intercom?
The product itself is intuitive and robust and the investment the company has put into its AI offering has really paid off. We've seen a massive improvement in the AI chatbot's answers which are now deflecting around 50% of our conversations and allowing our team to work on more complex issues. The tool integrates with a ton of other products and serves most of the needs we have at the moment. The Customer Support team, as well as our Relationship Manager, are excellent and always super helpful.
What do you dislike about Intercom?
It's not great for small companies that have multiple products. We are a small support team that wants to be able to support two different customer bases using two different products on different domains in the same workspace, but we currently have to manage two workspaces for the same team. It's also pricey compared to other help desk software, especially since each add on tends be an additional cost. The pricing model is also not great for our business model as far as using the tool for multiple departments (Support, Marketing, and Sales)—if we used it for all three, we would blow out our budget in one of those departments since we have to choose either active users or people reached to be billed for. Because of that, we had to reduce the amount of outbound contacts we were making with Intercom and focus on using it solely as a Support tool.
What problems is Intercom solving and how is that benefiting you?
Intercom's investment in improving automation—both to handle customer conversations and to make support processes less manual—is solving operational inefficiencies and making it so that we can help more customers as our company grows without having to hire more people to the Support team.
A useful resource that helps me complete my daily work responsibilities.
What do you like best about Intercom?
For me, the most beneficial feature is the easy way that I can create emails and chats to the different areas and people that I am constantly responsible for assisting. I work 5 days a week and have different interactions with customers every day, but this tool ...
Industry leader in chat support
What do you like best about Intercom?
We are a business inteligence company and have been using Intercom for 7 years for B2B. And we love it! Especially in the last few years, Intercom has proven over and over again that they are a leader in taking advantage of tech innovations and using it to launc...
GAME-CHANGING
What do you like best about Intercom?
The chat modality has been a game changer for our business, allowing us to provide near-instant support where previously we had been spread across multiple channels. We have been able to integrate several channels/apps that we use, which additionally helps with ...
Scalable tool for giving in-context communication
What do you like best about Intercom?
Outbound tooling that allows for direct 'in-context' communication. The possibilities to give your customer the context/support they need at the point where they need it, allows for a smooth and effortless experience for your end-user. In combination with the om...
Company Information
Alternative Conversational Intelligence tools
FAQ
Here are some frequently asked questions about Intercom.
Intercom is used for customer communication, supporting businesses in messaging their customers through chat, bots, and email.
Yes, Intercom offers integrations with many popular tools like Salesforce, Slack, and others.
Intercom is suitable for businesses of all sizes, but costs might be a consideration for smaller companies.
Intercom provides customer support through chat, email, and a comprehensive help center.
Yes, Intercom has a mobile app that allows users to respond to customer inquiries on the go.
While chatbots can handle many common questions, they may struggle with more complex issues and may require human assistance.
Intercom helps improve engagement by allowing businesses to send targeted and personalized messages based on user behavior.
Yes, Intercom offers a free trial period for new users to explore the platform's features.
