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What Is Intercom?

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. Our AI-first platform is built on a single AI system, with three major components that will allow you to deliver the remarkable customer service you’ve spent decades striving for:

AI Agent: Customers no longer wait or get deflected. AI Chatbot provides instant accurate, responses, 24/7 to most questions. Only complex interactions transition to tickets.

AI Copilot: Agents no longer manually, slowly look things up. AI Copilot is ever-present, connected to all data and systems, and provides information in real time. Instant ramp time for new agents, and agents needing to know new things.

AI Analyst (Coming soon): Leaders no longer manually compile reports without full coverage. AI Insights proactively provides a holistic view across 100% of conversations, with clear suggested areas of improvement.

Who Uses Intercom?

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, rely on Intercom to deliver efficient and personal customer experiences at scale.

Intercom Software - AI Agent - Resolve 50% of support volume. Instantly.
Intercom Software - AI Copilot - A personal AI assistant for every support agent.
Intercom Software - Omnichannel inbox - Maximize productivity across every channel with an AI-enhanced inbox.
Intercom Software - Tickets - Resolve complex issues more efficiently with tickets designed for collaboration.
Intercom Software - Help Center -  A flexible help center that powers AI and self-serve support.

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Reviews of Intercom

Average score

Overall
4.5
Ease of Use
4.4
Customer Service
4.3
Features
4.4
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jacob
Jacob
Head of Customer Success in US
Verified LinkedIn User
Telecommunications, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is great for Startups

5.0 last month New

Comments: I've loved using Intercom so far - it has been essential in our customer success focused strategy.

Pros:

I love the help center and live chat. The help center is super easy to customize and make good-looking docs.

Cons:

Pricing and ticketing. Unfortunately, these are starting to become non-starters for us, as we're scaling up and hitting some pretty insane pricing tiers. Additionally, the ticketing solution seems like an afterthought.

Intercom Response

3 weeks ago

Hi Jacob, Bobby here, I lead the support team at Intercom. I'm sorry to hear this. We did major relaunches on both our Ticket product and on pricing last year - we hear you and know how important they are to Support leaders. I'd love your views on where you feel we're still falling short. If you're open to chatting you can email me at [email protected] Thank you!

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is a great support system tool

4.0 10 months ago

Comments: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pros:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Cons:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

De
Sales in US
Financial Services, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

NOT $39 starting price anymore. $59 a month for basic chat function

3.0 3 years ago

Comments: My overall experience with Intercom has been poor. we've been using them at the basic level for three years. I chatted with them to get a demo of their features to upgrade but they refused to give me a demo and finally set me up with a "30" call in which the rep tells me that she won't give me an upgrade after she finds out that i am not interested in the $500/mo annual contract. She says demos are for those upgrading to that level, instead, she'll send me links and prerecorded stuff. And that i can reach out if I have questions. The 30 min call was more like a 5 min conversation which was already difficult to set up. I've been in sales for over 15 year and when there is an upgrade opportunity regardless how small, I support that client. If Intercom was the only organization that did what they do, maybe I understand their cockiness and disregard for the smaller organizations. However, there are SO many competitors that provide you with very similar functionalities for less the price and with better customer support. So yes, I'm annoyed as I am a current user who is doing research on other competitors so I can stop being a customer.

Pros:

It's "popular" and works well if your company is enterprise sized.

Cons:

If you're a start up or a smaller business don't expect to get support. It's very expensive - starting at 59 dollars a month for one person accessing the basic chat. Sure they offer a few other things but like a team inbox? Most organizations already have an email system and a company chat in place. Next level up is $119 a month that gives you a few more functions. Until you are paying their $500 a month locked in an annual contract, you are "self serve" customer. Meaning, no support - just their faq/website. Can't even get a good phone call for help.

Intercom Response

3 years ago

Hi De, Thanks for leaving us such a detailed and candid review. I'm sorry to hear that you are disappointed with your Intercom experience, it's certainly not what we aim for. While we do tier our support and sales resources based on subscription levels, the max you should be waiting for a response is 2 days. I'll flag this with both our Support and Sales team as it sounds like we haven't met this expectation in your case. When it comes to pricing we have a number of plan available (including our Early Stage plan where eligible startups get advanced Intercom features and Early Stage Academy at a 95% discount). As Intercom has grown, our pricing has had to evolve alongside this and there's still work to be done in this area. We're aware that no pricing structure will suit every business type but our aim is to truly reflect the value that our product delivers, allowing both your business and ours to succeed. Your feedback is extremely helpful and will be passed on to the team.

Gina
COL in US
Staffing & Recruiting, 2–10 Employees
Used the Software for: 6-12 months
Reviewer Source

Intercom for Startups is Awesome

4.0 4 months ago

Pros:

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Cons:

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Lucien
VP of GTM in UK
Information Technology & Services, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Intercom is the leading support tool for innovative fast growing businesses

5.0 4 weeks ago New

Comments: Intercom has been absolutely crucial to our 'scaling' stack from a startup to a fast growth upstart. I couldn't recommend Intercom enough to supercharge your support function.

Pros:

Where do you start with Intercom. They consistently build and ship world-class features to make support as easy as possible. By far, the introduction of FinAI has well and truly cemented Intercom as the support platform leader. We overlay FinAI onto Guru to create autonomous AI agents that can support our customers. It will completely change how we scale our business

Cons:

The biggest frustration is not having a vertical stack that handles both support and sales. Hubspot offers support and we have thought many times about moving to consolidate the stack and reduce costs. Intercom continues to deliver value keeping us within the platform.

Intercom Response

4 weeks ago

Hey Lucien, thank you so much for the awesome review! It means a lot to us that Intercom has been crucial in scaling your business. We get your point about a unified support and sales stack so thanks for sharing your feedback!