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What is Intercom?

"Intercom is the easiest way for web and mobile businesses to see and talk to their users."

Intercom makes customer communication simple.

More than 4,000 web and mobile businesses use Intercom to see and talk to their customers. They send targeted email and in-app messages, triggered by time or behavior.

Intercom shows you who is using your product and makes it easy to personally communicate with them through targeted, behavior-driven email and in-app messages.


Intercom scored 89/100 (Top 3 in Customer Chat) in the Customer Chat category. This is based on user satisfaction (93/100), press buzz (53/100), recent user trends (rising), and other relevant information on Intercom gathered from around the web.

The score for this service has declined over the past month. What is this?

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Customer Chat Market Radar

Intercom Product Overview

  • Audience segmentation

  • Real-time performance monitoring

  • Intercom app for iOS

  • Message tagging & team assigning

  • Customer user profiles

  • Personalized reply templates


Languages: Arabic, Bulgarian, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Vietnamese

Intercom Features

  • Analytics
  • API
  • Audience Targeting
  • Batch Permissions & Access
  • Budgeting
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • Expense Tracking
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-Currency
  • Multi-User
  • Notifications
  • Project Management
  • Referral Tracking
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Travel Management
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Time Management
  • Sales Motivator
  • Click-to-Dial
  • Review Monitoring
  • Net Promoter Score

Intercom User Reviews

Average User Rating:
4.63/5 based on 57 user ratings.
Your Rating:
User profile picture

A powerful tool for you and your customers

// Marketing Communication Manager at Talkabout Technologies

What do you like about Intercom?

This is an excellent platform for customer support and general analytics. Also, the program is great for internal marketing and support. You can easily contact your customers using email or messages in the application.

What do you dislike about Intercom?

To get the most out of the service, you need high-tech personnel. You need to keep up with all the automatic communications so that the messages are not obsolete. Crowded user interface. The program began to work slower and not stable enough, as before. It is difficult to control all notifications. I would not refuse more detailed reports.

What have you been using it for and what problems did Intercom solve?

I used internal communication in several of my applications as customer support and I can say that it was a really good experience.


Usefulness
5/5
Ease of use
5/5
Value for money
4/5
Customer service
5/5
User profile picture

My advice is to try it

// Support at Strollers and Stilettos®

What do you like about Intercom?

Excellent integration with different services. It's easy to combine all communication channels in one place. Good video guides, they helped me to quickly understand the work of the service. There is a possibility of integration with my Google calendar. The interface is easy for beginners. Just great features for filtering and segmenting users. In addition, excellent support, the guys quickly contacted me. The support team is well versed in its product.

What do you dislike about Intercom?

I would like to see more opportunities for reporting. Personally, I do not always have enough ready-made reports. In the rest, INTERCOM is great service.

What have you been using it for and what problems did Intercom solve?

We use Intercom to communicate with customers who communicate with us on a variety of channels. This is a great tool for the support team. Intercom can automatically create a ticket, so we will not lose a single request. After we launched Intercom, we have many positive ratings about our support service.


Usefulness
4/5
Ease of use
5/5
Value for money
5/5
Customer service
5/5
User profile picture

Great platform for Customer Service

// Customer Service Representative at Secury

What do you like about Intercom?

Intercom is very well-suited for providing an authentic and human interaction with customers when it comes to technical support, predominantly (in my opinion) through their in-app chat. Intercom also has suited us well as a simple, clean, and intuitive knowledge base. Nice interface, easy to communicate with customers. Another bonus is the mobile application that helps for direct contact with customers and enables me to answer questions whenever and wherever. Also, it has the ability to intergrades third-party tools. We like triggers to let us know which customers need to be engaged.

What do you dislike about Intercom?

Setting up automated emails within intercom is an issue. The HTML editor for emails is clunky and emails often end up in spam boxes, more HTML templates would definitely be helpful.

What have you been using it for and what problems did Intercom solve?

We use it as an interactive tool to keep in touch with our customers. Without Intercom, we would have never been able to grow to have thousands of customers. Also, we use it as a view to seeing client usage data and as a support too. Our customers write to our support team using intercom through our technology.


Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
5/5
User profile picture

I'm glad that I can easily keep track of my entire conversation

// Client Support Manager at Talkabout Technologies

What do you like about Intercom?

I like this platform, on which I can keep and monitor all the information that goes. Of course, the ability to find the old information I had in the past. For many users this is all you need. I believe that Intercom is growing rapidly and will soon overtake many competitors. They are on a strong growth path and will get what I desperately need, but may not be fast enough.

What do you dislike about Intercom?

The only thing I do not like about Intercom is the inability to filter past convoys on their topics. It is rather tedious to scroll and open each individual convoy, which is looking for a specific topic for repeated viewing / observation.

What have you been using it for and what problems did Intercom solve?

We solve the problem of fast and simple communication with confusing users. This has helped our interaction with customers, and I regularly receive letters of appreciation for the prompt and efficient customer service!


Usefulness
5/5
Ease of use
4/5
Value for money
4/5
Customer service
5/5
User profile picture

Intercom: Customer service is getting better and easier

// System Integrator / DevOps at vrTech Trade

What do you like about Intercom?

Intercom will help you organize all employees and establish their work. You can capture a large number of potential customers by sending them targeted messages. The ability to use Intercom not only on the desktop but also on your mobile device. In addition, you can create templates for answering frequently asked questions from your customers, this helps to save a lot of time. You can keep statistics and use it to understand which messages generate the most traffic and conversions on your site. In addition, you can easily understand the performance of your team, this will help to identify the weak employees who slow down the whole process.

What do you dislike about Intercom?

I would have liked that the mobile application worked faster; otherwise, there are delays in the work. At the beginning of the work, it was difficult for me to disassemble the user interface, but now it does not cause any inconvenience.

What have you been using it for and what problems did Intercom solve?

Working in Intercom allows our team to cooperate with our customers in a qualitative and productive way, as they can ask us questions, learn about updates and so on. We are always in touch with our customers and this is different from other teams.


Usefulness
5/5
Ease of use
5/5
Value for money
4/5
Customer service
5/5
User profile picture

The one of the best tool for you and your customers

// Sales Marketing Manager at Red Bull Distribution Company

What do you like about Intercom?

The main opportunity is the exchange of information between all the employees of our team. We have several offices and an easy exchange of information is very important for us. This service is not just a tool for contacting your clients, it may soon grow into an excellent CRM. With Intercom, you can easily collect all the necessary information about your customers. Nice API and documentation.

What do you dislike about Intercom?

Difficult to use. The user interface is a little unorganized, it was difficult for me to understand it. As the interface began to slow down, it's very bad because our client base has grown and I would not want to search for a particular service.

What have you been using it for and what problems did Intercom solve?

We use Intercom to communicate with our customers. We encourage them about new updates and features. Our clients should be aware of the fact that our project is being grown. We also use this service to receive feedback from our customers.


Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
5/5
User profile picture

Great tool to communicate with customers

// Executive Director at Lido Labs

What do you like about Intercom?

Very clean interface, a lot easier to communicate and log discussions than email. Can set up some standard automated responses to let customers know you are looking up their issues.

What do you dislike about Intercom?

As non-admin, I mostly self-taught myself how to use Intercom when I joined a new company. Some continuing type education to new users would be helpful


Usefulness
5/5
Ease of use
5/5
Value for money
5/5
Customer service
5/5
User profile picture

Nice in app chat

// Director of Demand Gen at Prezi

What do you like about Intercom?

I like that it provides an easy in app chat and messaging system. The segmentation options are robust and the targeting is quite customizable. Visually it integrates quite well with our UI and the feature set matches our needs quite well.

What do you dislike about Intercom?

The implementation and setup was difficult. Additionally importing data into the platform has proven quite difficult. Learning curve was a bit tougher than expected.

What have you been using it for and what problems did Intercom solve?

We have been using intercom to chat in product with our new users as well as to promote upcoming events/webinars to active users.


Usefulness
4/5
Ease of use
2/5
Value for money
3/5
Customer service
4/5
User profile picture

Very good for contacting customer and users directly in your app


What do you like about Intercom?

Very easy to create and manage message campaigns to users in your app. To tie in with the launch of new features and such. Allows for direct communication with end users.

What do you dislike about Intercom?

Not so easy to learn how to start and use it. Has so many features and I guess I use only a fraction. Could use a bit more guidence


Usefulness
4/5
Ease of use
3/5
Value for money
4/5
Customer service
5/5
User profile picture

Intercom makes keeping in touch with my clients simple.


What do you like about Intercom?

We can track our users right from the beginning. This helps us with onboarding, and to determine who our power users are.

What do you dislike about Intercom?

I wish that it was more affordable for start-ups. A free version would be awesome.

What have you been using it for and what problems did Intercom solve?

We use intercom to track when a new user signs on for the first time. From there we can track how often they log in, as well as communicate within the app.


Usefulness
5/5
Ease of use
5/5
Value for money
4/5
Customer service
5/5
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