Intercom

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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 currently scores 90/100 in the Customer Chat category. This is based on user satisfaction (88/100), press buzz (59/100), recent user trends (rising), and other relevant information on Intercom gathered from around the web.

The score for this software has improved over the past month. What is this?
www.intercom.com

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Intercom Review

Editors' Review by the Customer Chat Software Review Team

Intercom is a customer communications and engagement platform for businesses of all sizes across different industries. It allows teams to engage and support their customers through multiple channels.

Through in-app messages, targeted emails, live and automated chat, push notifications, and a fully integrated help desk, the platform enables sales, marketing, and customer care teams to engage and provide high-quality support for their customers and clients. Intercom caters to different types of businesses and teams, regardless of scale or industry, by providing them with tools and features that will help them deliver the best and highest-quality customer experience possible.

Intercom is being presented as a conversational relationship platform or an engagement OS, as it provides an open channel between the business and its customer base. The platform works by breaking down silos, bringing together all customer information, and streamlining workflows to build a consistent and ongoing dialogue.

The platform provides three main features, which are the live chat function, a chatbot capability, and an integrated help desk. However, it also offers a plethora of other robust features and tools such as chat volume management, customer context keeping, group conversations, scheduling, routing, call-out collaborations, qualifications, and CRM integration. Intercom also works as a mobile application, giving users the ability to instantly and efficiently handle leads while on the go. The software is compatible with both iOS and Android devices.

Intercom Features

Intercom is a feature-rich customer engagement and conversational relationship solution that helps businesses develop and nurture customer relationships by delivering quality experiences through personalized interactions. The following are some of the key features offered by Intercom:

Customizable business messenger

Intercom’s business messenger is a next-generation messaging tool that is designed to be highly customizable so it matches your brand; i.e., it will feature your company’s style, layout, and content while your team is building meaningful customer experiences and interactions.

The Intercom messenger is purpose-built for modern businesses and customers, helping sales, marketing, and support teams deliver faster answers for new leads, existing customers, and site visitors. It can also provide better onboarding experiences for new users as well as a much deeper connection with relevant resources and content across the whole customer journey.

This messaging tool is also quite adaptable, as it does not necessitate a lot of time, various tools, or technical support to customize. You can easily customize the messenger to match your brand without writing a single line of code. It’s efficient, flexible, and configurable to meet your specific requirements.

With a customizable business messenger, you will be able to deliver a consistent brand experience at every touchpoint. Intercom’s next-gen messaging solution allows you and your team to develop a simple yet engaging messenger experience that fully immerses customers, old and new, in your brand.

Smart and customizable chatbots

With Intercom’s custom bots, businesses will have the ability to create chatbots that can scale every aspect of their operation. These customizable chatbots can assist in qualifying more leads, expediting customer resolutions, and building and growing the company’s pipeline.

The best part about this feature is that creating the chatbot doesn’t even require coding. The custom bots can be configured so that they will be capable of asking the right questions and then automatically prioritizing queries and directing new conversations to the appropriate personnel for more efficient customer support.

Intercom’s custom chatbots can be configured so that they will be able to carry out tasks that are specifically tailored to your unique business requirements. You can also fully integrate the Intercom chatbot into your existing tech stack, have them automate your workflows, and have them assist your support and sales teams.

Resolution bot for automated answers

Intercom provides businesses with up-leveled support automation that can effectively scale their teams by simply resolving around 33% of common customer queries. The resolution bot is a complete self-service solution that’s available 24/7 to provide automated support. It uses machine learning technology to speed up resolution times for customers, even if the sales/marketing reps or the support personnel are busy or offline.

Intercom’s resolution bot features easy-to-train automation capabilities, thanks to machine learning technology. It learns from past conversations with customers and automatically recognizes similar questions, allowing it to serve up the most appropriate answer. It also helps to eliminate or at least minimize repetitive work by letting users configure the chatbot to instantly respond to repetitive questions, saving the team time.

Interactive product tours

Intercom is not just all about chatbots and resolution bots. While communication is one of the platform’s core functions, it also works to ensure higher engagement from customers. With the product tours feature, businesses can easily connect all important aspects of their product. It aims to introduce new customers to the brand and its products through guided experiences, which can have a significant impact on adoption rates.

With interactive product tours, brands can help their newest customers easily discover everything they need to learn about the product they’ve signed up for, ensuring better onboarding experiences and higher adoption. The product tours feature helps businesses onboard users more effectively and show off the new capabilities of their products.

All this will have an important effect on the amount of work that support teams will be facing. By providing customers with proactive guidance, there should be fewer of them directed to the support inbox.

Intercom Dashboard

Intercom Benefits

Some of Intercom’s main benefits are its ability to efficiently capture leads, its wide variety of features, and its robust communication and engagement solutions. The following are some of the core advantages that you can expect from using Intercom for your customer support, communications, and engagement needs:

Capture more high-quality leads

By utilizing Intercom and all its capabilities, businesses will have the right tools at their disposal to successfully engage the highest quality leads. One of the main reasons for this is targeted messaging.

The platform gives sales and marketing teams the ability to create and execute targeted messaging campaigns instead of using forms. It helps qualify better leads for the team and direct the best ones to the right sales personnel while making sure that Salesforce is always in sync. This enables businesses at any scale to convert leads faster, providing the opportunity for real-time engagement and communication.

Highly improved user experience

Intercom’s business messenger is served as a built-in chat widget that delivers an intuitive and user-friendly live chat experience to customers to a great extent. The platform boasts several live chat innovations that benefit the overall user experience. For example, the tool eliminates all the unfriendly pre-chat forms by embedding a small email capture form within the chat window itself, so it isn’t imposing on the customer’s conversation.

Live segments and filters

Intercom has a clean and highly intuitive dashboard that displays detailed information about your customers. It contains status updates as well as client data categorized into three main segments: new, active, and inactive clients. Teams can view and get real-time notifications of client status updates. They also have the ability to create custom segments according to preferred user attributes and/or events.

The platform provides users with a comprehensive and clear picture of every client, which includes their social profiles, location, and recent activity, among others. Having access to real-time data on customer activities provides sales and marketing teams with actionable insights into the needs and preferences of their target customers. This means they can create and execute campaigns that are targeted toward their intended audience.

Intercom Pricing

Intercom offers three main solutions that are well-suited for most businesses. These solutions are Support, Engage, and Convert solutions, which all have quote-based pricing. Support is designed to help businesses provide customers with high-quality, personalized support at scale. It comes with human, self-serve, and proactive support features and capabilities.

Engage is all about features and capabilities that help businesses onboard, engage, and re-engage their customer base, while Convert offers tools to help convert site visitors into paying customers. An enterprise option is also available, with enterprise-grade security, HIPAA support, advanced permissions, and extensibility to help meet all enterprise requirements.

A Starter package is available for very small businesses and startups starting at $74/month when billed annually. 

Conclusion

Intercom is a robust and feature-rich customer support platform that leverages machine learning and behavioral targeting to help brands get a better understanding of their customer base, as well as improve and benefit from their customer communication and engagement efforts.

Intercom is a highly advanced solution that is well-suited for small to large businesses and tech-forward enterprises looking to identify, capture, and convert quality leads for their marketing and sales teams. It is also a good platform for businesses looking to deliver high-quality customer experiences and establish industry-standard customer support.

Customer Chat Market Radar

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Intercom Product Overview

  • Audience segmentation

  • Real-time performance monitoring

  • Intercom app for iOS

  • Message tagging & team assigning

  • Customer user profiles

  • Personalized reply templates


Languages Supported: 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

Customer Chat Software Buyer Guide 2024

Product recommendations, vendor rankings, market overview and tips on how to select Customer Chat software for business. Published in July 2024.

Products in this category aim to improve customer support by providing immediate help to customers via live chat on the company website. A win-win for both parties, the software allows customers to multitask while waiting for a response, while also letting ...

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Intercom Features

  • Analytics
  • API
  • Audience Targeting
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Forecasting
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-Currency
  • Multi-User
  • Notifications
  • Referral Tracking
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Travel Management
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Sales Motivator
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Real-time Alerts
  • Workflow Management
  • Self-service Portal
  • Ticket Management
  • Instant Chat Integration
  • Social Media Integration
  • Call Integration
  • Knowledge Base
  • Support Forum
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Comm100 Live Chat
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Intercom User Reviews

Average User Rating:
4.4/5 based on 2116 user ratings.
Your Rating:

Sentiment Scale
GreatLousy

User Sentiment Map

The sentiment map shows a snapshot of how Crozdesk users have rated Intercom over time. It shows how existing users see Intercom with regards to its usefulness, ease of use, value for money and customer service.

Overall
9.0/10
Arrow Left Recent Older Arrow Left
Usefulness
9.5/10
Ease of use
8.5/10
Value for money
8.4/10
Customer service
9.8/10
User profile picture

"The software is great but expensive"


What do you like about Intercom?

Intercom has very good integration for us with our website. Contact management is great, and the ability to actually follow the client through the onboarding process to know which steps they take in your website is great. The chat features are also powerful.

What do you dislike about Intercom?

As our contacts grew, we found that the cost of Intercom also grew never mind that some were leads who we would not contact again. To keep your costs low you have to keep archiving users.

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

We used Intercom for customer service and chat system and it was able to help us with both needs and more.

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

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

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

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

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

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

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

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

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

"Very good for contacting customer and users directly in your app"

// Senior Product Owner at Infinitec Solutions GmbH

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

4/5
Usefulness
3/5
Ease of use
4/5
Value for money
5/5
Customer service
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.

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