Intercom: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Intercom
Brand: Intercom
Rating: 4.49 (22946 reviews)

4.49 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(22946)

Complete customer communications platform with bots, apps, product tours, and more

AI Powered

Intercom Overview

Intercom is the complete AI-first customer service solution, enhancing support teams with AI agents, copilots, ticketing, and phone services. Exceptional customer experiences are delivered efficiently.

Use Cases

Customers recommend Engagement Management, Helpdesk Management, Onboarding, as the business use cases that they have been most satisfied with while using Intercom.

Other use cases:

Communication Management
Knowledge Management
Customer Feedback Management
Contact List Management
Collaboration
Conversion Management
Generation Of New Leads

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Intercom.

Other priorities:

Increase Sales & Revenue
Launch New Products
Improve Internal Communications
Scale Best Practices
Improve ROI
Enter New Markets Internationally Or Locally
Establish Thought Leadership
Build Brand Awareness
Grow Market Share
Improve Efficiency
Reduce Bounce
Improve Digital And Social Presence
Improve Consistency
Improve Brand Engagement
Increase Customer Life Time Value
Improve Navigation

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Intercom Use-Cases and Business Priorities: Customer Satisfaction Data

Intercom works with different mediums / channels such as Chat. User Generated Content. Blogs etc.

Intercom's features include Bot, Personalization, Ticketing, etc. and Intercom support capabilities include Phone Support, Chat Support, Email Support, etc. also Intercom analytics capabilities include Analytics, and Custom Reports.

Reviews

"We were looking for something far more effective, and that’s where we found Intercom." - Andrew Baylis

Intercom, Helpcrunch, Haptik, iSpring Suite, Gusto, etc., all belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Intercom

Top Industries

Computer Software
Internet
Information Technology and Services

Popular in

Small Business
Mid Market
Enterprise

Intercom is popular in Computer Software, Internet, and Information Technology And Services and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Intercom Use Cases

What benefits does Intercom offer for Engagement Management?

Intercom enables businesses to engage with website visitors, support customers, and interact with product users. The platform facilitates communication through various channels, including in-app messages, chat, and email, and provides historical data for customer engagement analysis. The platform's functionality can be difficult to understand initially, and pricing can be a concern for businesses with large user bases. However, the platform lacks advanced segmentation and auto-tagging features for targeted communication.

"...I think intercom is a great tool for engaging Folks on your website or users of your platform...." Peer review by Zack C, Account Executive, Computer Software

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How does Intercom address your Helpdesk Management Challenges?

Intercom facilitates helpdesk management by integrating support desk, chat, messaging, and customer analytics. It provides self-support options, such as help articles and chatbots, to resolve customer issues. However, Intercom lacks a dedicated help center, which can limit its effectiveness in providing comprehensive customer support.

"...We are significant users of the product tours, our feature implementation has improved, and our customer support calls have gone down...." Peer review by Francisca d., DesignOps Specialist

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What makes Intercom ideal for Onboarding?

Intercom facilitates user onboarding through various channels including email, in-app messages, and chatbots. It offers features like targeted email campaigns, behavior-based messaging, and customizable onboarding funnels. Intercom's onboarding capabilities can be limited by a complex user interface that may require time to master.

"...We set up a full onboarding journey for new clients, we even have the option to send onboarding emails to a new record...." Peer review by Reinaldo G., Senior Project Manager

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What solutions does Intercom provide for Communication Management?

Intercom provides capabilities for managing customer communications through various channels, including email, chat, and in-app messages. It allows for automated workflows, targeted messaging, and live chat support, facilitating proactive engagement and customer service. The platform lacks robust analytics integration, making it challenging to link communication interactions with broader user behavior patterns.

"...helping monitor email traffic and the types of emails we receive...." Peer review by Matthew B, Customer Service Advisor

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How does Intercom address your Knowledge Management Challenges?

Intercom offers knowledge base capabilities that allow businesses to create and manage help articles for their customers. These articles can be integrated into websites, SaaS products, and chatbots to provide self-service support. Intercom also provides analytics to track article usage and effectiveness. Intercom's knowledge base functionality might require some time for users to become proficient.

"...The ease Intercom provides while drafting Knowledge Base articles is amazing as ultimately it facilitates us in creating better help guides for our users...." Peer review by Jishnu B., Customer Success Executive

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84+ more Business Use Cases

15 buyers and buying teams have used Cuspera to assess how well Intercom solved their Live Chat needs. Cuspera uses 22946 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Andrew Baylis Head of Live Ops and Support Stuart	We were looking for something far more effective, and that’s where we found Intercom. Testimonial By Andrew Baylis
Pete Franco VP of E-commerce Living Spaces	Our sales, support, and e-commerce teams are now on a single platform, greatly improving our overall customer experience and team efficiency. Testimonial By Pete Franco
Elif Koral Head of Customer Experience Livestorm	When I joined the team, we were using Drift. I lobbied to make the switch to Intercom because of its superior UX and automation capabilities. Testimonial By Elif Koral

CUSTOMERS	TESTIMONIALS
Andrew Baylis Head of Live Ops and Support Stuart	We were looking for something far more effective, and that’s where we found Intercom. Testimonial By Andrew Baylis
Pete Franco VP of E-commerce Living Spaces	Our sales, support, and e-commerce teams are now on a single platform, greatly improving our overall customer experience and team efficiency. Testimonial By Pete Franco
Elif Koral Head of Customer Experience Livestorm	When I joined the team, we were using Drift. I lobbied to make the switch to Intercom because of its superior UX and automation capabilities. Testimonial By Elif Koral

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Smartly.io	NA	Case Study Smartly.io Achieved A 10% Increase In Team Efficiency And Reduced Response Times By 50% Using Intercom. Read More
Spendesk	NA	Case Study Spendesk Reduced Their Monthly Financial Closing Time From 5 Days To 1 Day Using Intercom. Read More
Ideris	NA	Case Study Ideris Increased Productivity By 60% And Reduced Response Time By 50% Using Intercom Read More

Frequently Asked Questions(FAQ)

for Intercom

What is Intercom?

Intercom is a complete Customer Communications Platform providing Conversational Support, Conversational Engagement and Conversational Marketing for businesses ranging from small to Medium and Large Enterprises. The software can be used across industries such as E-commerce, Financial Services, Healthcare, Education and more. The software is optimized for desktop and mobile devices.

Intercom helps in building strong customer relationships with its range of communication features such as Chatbots, Support Bots, Shared Inbox, Product Tours and Campaign Builder tools. The Business Messenger module provides personalized customer conversations in real-time through Chatbots, customer self-serve support, delivers out-bound messages on the website, provides targeted messaging to specific segments, and interactive guided product tours.

The Management tools feature provides collaboration support to teams within the organization, with tools such as Shared Inbox that helps with quick attention to customer requests, automated processes for routing assignments, code-free chatbot builder that helps in tasks such as collecting information or answering queries. Intercom’s CDP feature provides for a common repository of customer and behavioral data, that helps with easy access to history, enabling personalized customer interactions.

Intercom integrates with the regular business applications and provides APIs where custom integration is required.

What is Intercom used for?

Intercom is a Live Chat Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Engagement Management, Helpdesk Management and Onboarding .