How do we work out the overall scoring and star rating? This is a combination of the in-depth
analysis rating and the user reviews. But it's more than just an average of all the reviews.
We take into account many factors, like the age and number of user reviews.
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.
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.
Continue to in-depth analysis
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.