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About Intercom
Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support, delivering increased customer satisfaction while reducing costs. We're building a future where most customer conversations are successfully resolved without needing human support, freeing up your team to work on higher value customer conversations.
Intercom pricing
Intercom does not have a free version but does offer a free trial. Intercom paid version starts at USD 39.00/month.
Starting Price:
USD 39.00/month
Free Version:
No
Free trial:
Yes
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Intercom Reviews
Feature rating
5 reviews of 1,084
View all reviews
Emma
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
-
Review Source
5
Reviewed on 16/08/2023
An innovative and beneficial resource for businesses.
Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.
Pros
An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.
Cons
I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.
Mathieu
- Industry: Accounting
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 11/09/2024
Really good but expensive
Good interface, quick search, easy to use for all the team
Pros
Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie
Cons
Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.
Alternatives Considered
CrispReasons for Switching to Intercom
We use Intercom before Crisp. I prefer Intercom GUI. All our database and help desk exists in Intercom. Don't want spend time to switch from Intercom to Crisp. But Crisp is really a good service and really less expensiveResponse from Intercom
Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts.
It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.
Replied 17/09/2024
Rick
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1-5 months
-
Review Source
1
Reviewed on 22/10/2024
Tools are great, but not level of support is very poor
The features are great, and show to be very powerful. The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their AI agent can offer. Should there be a technical error, and questions outside the articles available, you are on your own.
Pros
Fin AI agent is a powerful feature that has saved us a lot of time in reference to support.
Cons
Customer service is terrible, and there is no interest in providing live support.
Response from Intercom
Hi Rick,
Thanks for your feedback. I’m sorry to hear that your experience with Intercom’s support didn’t meet your expectations, especially when you were excited to get started. Your satisfaction is important to us, and we're committed to making things right.
I understand how frustrating it can be to wait for a response after requesting to “speak to a person,” especially during urgent issues. Although we don’t offer live chat support, we’re working on ways to reduce response times.
I also recognize the hassle of managing multiple conversations to report a bug with our Reporting feature. I'm glad our team resolved it, though I understand it wasn’t an ideal start.
We’re here to support you moving forward, so don’t hesitate to reach out with any questions. Thanks again for your feedback—it's what drives us to improve, and we aim to make your next months with Intercom smoother.
Shay, Customer Support Manager - Intercom
Replied 25/10/2024
Verified Reviewer
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Weekly for 6-12 months
-
Review Source
5
Reviewed on 31/10/2024
Modern customer support platform with strong AI capabilities
Pros
Easy, intuitive UX. Strong AI capabilities.
Cons
Analytics and reporting can be a bit tricky to navigate.
Gustavo
- Industry: Management Consulting
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 11/10/2024
My pleasant experience with Intercom
Intercom has completely changed how we interact with our customers. The live chat feature is a game-changer, and the automated bots save us so much time by handling common questions and qualifying leads. The ability to segment and personalize messages based on user behavior has made our marketing much more effective.
It took a bit to set up, but once running, it’s incredibly efficient. The knowledge base has also reduced our support workload. While it’s not the cheapest option, the value it adds to customer engagement and sales conversions makes it worth the investment.
Pros
What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct and efficient communication with users easier. Especially the Intelligent Live Chat.
Cons
Intercom is great for mid-sized and larger businesses, but its approach and pricing structure aren't as well suited to startups or small businesses that don't have a dedicated support or sales team.
It's also too complex for businesses with simpler needs.
It's priced per user or per interaction, so as your customer base grows, so do the costs very significantly.
