Intercom Review 2025
Intercom ITSM Plans & Pricing
Intercom Comparison
Expert Review
Pros
Cons
Intercom ITSM's Offerings
Intercom doesn’t publicise their pricing
Intercom’s pricing is based on three main factors:
-The features you need (plans and add-ons),
-The number of people in your company who need a dedicated login (seats)
-As well as the number of unique customers or leads your reach on a monthly basis (People reached or Guided users.)
These pricing methods will impact you based on your usage of the product, and are designed to align with the value you receive from Intercom.
Recommended add-ons:
– Custom Bots from $99/mo
– Answer Bot from $99/mo
– Product Tours from $119/mo
– Help Center Articles from $49/mo
Customer Support
Intercom offers live online chat, email support, WhatsApp chats, and phone support alongside other additional resources like video tutorials.
Personal experience with support:
Attempting Intercom supports leaves me with a 5-star rating for support, Live online chat is responsive (with a bot), which immediately connects you with a customer care representative upon request.
The customer care is quick to respond, and aswell set up a call upon request.
I didn’t find any issues contacting support with this website, their emailing is quick, and you’re 90% likely to get a solution to your issues within a few minutes.
Additional Resources:
Help Center: Learn how to install, set up, and use Intercom, the help Center provides sets of relevant information whoch could help you easily set up your Intercom account as an administrator.
Developer Hub: Learn how to integrate or build on top of Intercom using the developer Hub support resource, this basically teaches you how to incorporate certain integrations into your Intercom account, for better productivity.
Community Forum: Learn, share, and connect with other Intercom users, intercom features a community page, which allows you to interact with other users, and experts in the field. The intercom community serves as a support for users.
Blog & Podcasts
Stories about support, marketing, product, and more. Intercoms’ blog is loaded with tons of helpful articles which can serve as a support.
Books & Webinars
Discover books, guides, and webinars full of insights
Academy
Intercom provides an academy which lets you master Intercom with deep-dive courses from Intercom experts.
Features & Functionality
General Features
Intercom is a platform for customer communication. With targeted content, behavior-driven messages, and conversational support, it shows you who is using your product or website and makes it easy to communicate with them personally, the features include:
- AB Testing.
- AI/Machine Learning.
- API.
- Access Controls/Permissions.
- Activity Tracking.
- Alerts / Escalation.
- Appointment Management.
Integrations:
Intercom provides an integration hub that gives the capability to connect to critical business systems through integration capabilities.
You’re able to connect intercom with your preferred systems in a short period, giving you the flexibility to move work powerfully across the enterprise.
With over a hundred and eighty integrations available, you’re sure to have no limitations on intercom supported business systems include; SLACK, ZOOM, TRELLO, WORD PRESS, GOOGLE FORMS, etc.
Incident Management
Efficiently handle and resolve IT incidents.
Problem Management
Identify and solve recurring issues with advanced solutions.
Request Management
Simplify service request processes for IT teams.
Reporting
Generate detailed reports for insights and decision-making.
Ease Of Use:
Intercom is really easy to use, it was reliable, and offers a lot of great features, The end-user enjoys a positive user experience with the product. It’s fantastic that you can get the same customer service on both the website and the app because they’re all linked together.Integrations are fantastic, and if properly trained, every marketer or even customer service representative will be absolutely delighted.
Verdict:
Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing.
Embedded chats with history are quite nice, it has both the messages and notes left by the supporting team members to each other. Chat itself works quite good and overall thing of a good quality.
However, The solution’s pricing doesn’t fit medium sized organizations well. It’s very reasonably priced if you have a very small team of agents and a few thousand customers, or if you are running a massive help center, but if you fall between the two, Intercom gets very expensive. Especially if you need to deal with SLAs and similar more advanced options.
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