Intercom

Intercom offers a comprehensive customer service platform used by over 25,000 businesses to enhance relationships through automated and human interactions. Founded in 2011, it provides messaging-first products and AI-driven tools to support seamless customer engagement, with offices in major cities like San Francisco, London, and Sydney.

Founded in	2011
Location	🇺🇸 United States
Founders	Eoghan McCabe

Features

Plans

No free plan available for this product.

Essential

$29 per seat/mo $348/yr

◈Shared inbox

◈Basic chatbots and automations

◈Al Compose

◈Ticketing system

◈Public help center

◈Unlimited articles & collections

◈Knowledge sources

◈Fin Knowledge Management

◈Tone of voice

◈Multilingual

◈Fin over email

◈Personalized answers

◈Human handoff

◈Tasks

◈Fin Guidance

◈Al-Generated CSAT

◈Conversation Quality

◈Conversation history

◈External & internal sources

◈Reporting

◈Multilingual

Advanced

$85 per seat/mo $1,020/yr

◈Shared inbox

◈Basic chatbots and automations

◈Al Compose

◈Ticketing system

◈Public help center

◈Unlimited articles & collections

◈Multiple team inboxes

◈Workflows for advanced automations

◈20 Lite seats

◈Knowledge sources

◈Fin Knowledge Management

◈Tone of voice

◈Multilingual

◈Fin over email

◈Personalized answers

◈Human handoff

◈Tasks

◈Fin Guidance

◈Al-Generated CSAT

◈Conversation Quality

◈Conversation history

◈External & internal sources

◈Reporting

◈Multilingual

Expert

$132 per seat/mo $1,584/yr

◈Shared inbox

◈Basic chatbots and automations

◈Al Compose

◈Ticketing system

◈Public help center

◈Unlimited articles & collections

◈Multiple team inboxes

◈Workflows for advanced automations

◈50 Lite seats

◈Workload management

◈Multiple help centers

◈Knowledge sources

◈Fin Knowledge Management

◈Tone of voice

◈Multilingual

◈Fin over email

◈Personalized answers

◈Human handoff

◈Tasks

◈Fin Guidance

◈Al-Generated CSAT

◈Conversation Quality

◈Conversation history

◈External & internal sources

◈Reporting

◈Multilingual

Refund Policy

Intercom's refund policy states that refunds are only applicable to the most recent billing cycle, excluding any charges from previous months or other fees, and they will respond to refund requests within 24-48 hours.

Ratings

trustpilot(2.9/5)

g2(4.5/5)

capterra(4.5/5)

producthunt(4.3/5)

Ai Opinion

✦

AI Rating(4/5)

Based on reviews from various sources, www.intercom.com earns a 4/5 stars rating.

What users like: seamless integration with backend tools, wide variety of communication channels, customizable workflows, user-friendly interface, effective customer support, dynamic features promoting seamless product adoption, AI-driven automation saving time and money, robust reporting features, and targeted campaigns based on app engagement.

What users don't like: steep pricing after the startup program, confusing search functionality, occasional issues with chat sorting by date, poor API documentation, client libraries on GitHub, and inconsistent customer service.

Conclusion: Intercom is a highly rated platform for customer experience, support, and engagement, offering numerous features that enhance communication and productivity, but it has some areas for improvement in terms of search functionality and customer support.

Sources:

g2.com

capterra.com

getvoip.com

Expert Opinion

✎

Expert Rating(4.7/5)

I recently explored Intercom, a comprehensive AI-first customer service platform designed to enhance customer interactions and streamline support operations. Here's my detailed review:

Intercom stands out with its AI-driven capabilities, offering a seamless experience for both customers and support agents. The platform is built around three core components: the AI Agent, AI Copilot, and the upcoming AI Analyst. The AI Agent provides instant, accurate responses to customer inquiries around the clock, significantly improving engagement and resolution rates. Meanwhile, the AI Copilot assists support agents by providing real-time help, ensuring that they can handle customer issues more efficiently. The forthcoming AI Analyst promises to deliver deep insights and recommendations for support leaders, further optimizing customer service strategies.

One of Intercom's key strengths is its user-friendly interface and extensive feature set. It includes tools like Messenger for real-time communication, customizable Help Centers, and advanced workload management options. The platform also supports multiple team inboxes, macros, inbound and outbound phone calls, and even messenger screensharing. These features make it a versatile solution for businesses looking to enhance their customer service operations.

Intercom's integration capabilities are another highlight. It offers an App Store with various apps and APIs for seamless integration with existing systems. This flexibility allows businesses to tailor the platform to their specific needs, enhancing overall efficiency and effectiveness.

However, while Intercom excels in many areas, it may present a learning curve for new users due to its extensive feature set. Additionally, some smaller businesses might find the pricing structure challenging as it scales with usage.

In conclusion, Intercom is a robust and innovative solution for businesses aiming to revolutionize their customer service experience with AI technology. Its comprehensive features and focus on efficiency make it a valuable asset for companies of all sizes looking to improve customer satisfaction and streamline support processes.