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Intercom
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 various global organizations, including Atlassian, Amazon and Microsoft, rely on Intercom to deliver efficient and personal customer experiences at scale.
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Intercom Reviews for Indian Users
Intercom is a great support system tool
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.
Alternatives Considered:
Really good but expensive
Comments: Good interface, quick search, easy to use for all the team
Pros:
Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie
Cons:
Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.
Intercom Response
6 months ago
Darragh here, I'm CTO at Intercom. We made some big mistakes on pricing historically and I'm really sorry to hear they've faced you. While some people will opt for very cheap or free point solutions, our product is incredibly broad, capable, and robust, and we've restructured our pricing to be very accessible for small companies, with plans starting at as little as 29$ / month, and a very generous program for early stage companies to use all the power of Intercom with significant discounts. It sounds like you're suffering one of our old models - I'd love to see whether we can make some changes to your plan that solve your issues? Please let me know at [email protected] and I'll make sure you get sorted.
Intercom review
Comments: Intercoms is a great tool and makes live chat seemless
Pros:
Intercom makes live chat interesting and comes with good reports to track performance
Cons:
You can't do a text search on your closed tickets. The only search available is the global search on all tickets
Alternatives Considered:
Great product if you don't mind the pay per hit pricing structure.
Comments: Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.
Pros:
Great design and easy to use editor in their article creation feature.
Cons:
Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.
Intercom Response
7 months ago
Hi Allison, Declan here - I'm VP of Customer Support at Intercom. I'm sorry to hear about the challenges you've faced with our pricing structure. We made major relaunches on pricing last year, and it sounds like you might still be on a legacy plan. I'd love to chat about this further with you and see if we can make some changes to your plan. If you're open to chatting you can email me at [email protected]. Thanks!
A very basic CRM
Pros:
Relatively simple interfaces and api endpoints. Interesting AI integrations / product features.
Cons:
Issues with basic customer management concepts such as merges. Development team seemed unresponsive to potential product issues, yet aware they existed.
