About Intercom

Category: ITSM
Businesses can communicate with their customers using Intercom. It specializes in business messaging. Over 25,000 companies use Intercom's all-in-one customer communication platform to drive faster growth.

Company: Intercom

Intercom is the Engagement Operating System, an open channel between customer and business that exists within the product, in the present, and on the customer's terms. Intercom breaks down barriers by bringing data and systems together to create a continuous dialogue that allows businesses to take advantage of every opportunity. Customer relationships are more important than they've ever been. However, the size and nature of online business, combined with rising customer expectations, make it difficult to establish—and maintain—those relationships. That is why Intercom is operative. Intercom's all-in-one customer communications platform is used by sales, marketing, and support teams at over 25,000 companies every day to drive faster growth through better relationships.

In-Depth Analysis

0 Overall
Price 4.0
Ease Of Use 4.5
Features 4.5
Support 4.0

Pros

  • Great Support, and top-notch customer service.
  • Intuitive user interface.
  • fIntercom integrates the majority of channels in a single place so it makes it easy to manage customer care teams.
  • Housing of training/customer-facing videos.

Cons

  • No free plan.
  • No WhatsApp business integration.
  • The customer support and account management could be horrible.
  • The inability to track and catalog service tickets by ID/Customer, and so on.

Intercom Comparisons

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Plans & Pricing

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

Intercom Essential
$38
/mo
Intercom Pro
$75
/mo
Intercom Premium
Custom
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.

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.

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
Phone support available to all users, regardless of package.
Live Online Chat
Live Online Chat
Live chat support available 24/7.
Email
Email
Email Zoho Desk a question, you'll get a reply quickly.
Video Tutorials
Video Tutorials
Tutorial videos available on the site & YouTube.
FAQ
FAQ
A large FAQ library available.
Blog
Blog
Intercoms' blog contains useful and informative articles.
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.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
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.

Walter Washington
Author: Walter Washington
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