Intercom Overview

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.

Cuspera Reviews

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.

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities peers 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
See all business priorities See less business priorities

Use Cases

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

Read Peer Reviews and Expert Experience for Business Use Cases

BUSINESS USE CASES RATINGS CUSTOMER AND EXPERT EXPERIENCES
Engagement Management with Chat

4.65/5

Read Reviews (1703)

"...This means we pick up prospects when they are most engaged and likely to respond...."
engaging and following up

4.63/5

Read Reviews (1026)

"...Site visitors can start conversations with our team at any time and engaging with them often increases conversion rates...."
engaging with scheduling & cadence

4.05/5

Read Reviews (5)

"...Drift is a sales and marketing chat widget that connects website visitors to agents or bots, uncovers anonymous traffic, and allows Product Marketers to build sequences that consist of both on-website chat messages and emails in cadence...."
Helpdesk Management with Chat, User Generated Content and Blogs

4.44/5

Read Reviews (1024)

"...We also have realized additional benefits by leveraging the Intercom AI and posting our help center there!..."
Training & Onboarding

4.78/5

Read Reviews (628)

"...We use it for: live chat, newsletters, onboarding as well as any regular customer communications...."
PEER EXPERIENCES
Engagement Management with Chat

4.65/5

Read Reviews (1703)

"...This means we pick up prospects when they are most engaged and likely to respond...." Peer review by Stratford Canning, Sales Development Manager, GlobalWebIndex
engaging and following up

4.65/5

Read Reviews (1026)

engaging with scheduling & cadence

4.65/5

Read Reviews (5)

Helpdesk Management with Chat, User Generated Content and Blogs

4.44/5

Read Reviews (1024)

"...We also have realized additional benefits by leveraging the Intercom AI and posting our help center there!..." Peer review by Christian R., Chief Operating Officer, Computer Software
Training & Onboarding

4.78/5

Read Reviews (628)

"...We use it for: live chat, newsletters, onboarding as well as any regular customer communications...." Peer review by Symon E., Information Technology and Services

84+ more Business Use Cases

Our AI advisor, Wyz, harnessed 22946 insights from peers and experts to help you assess how these Intercom use cases fit your Live Chat needs.

Customer Testimonials

CUSTOMERS TESTIMONIALS

Ashley Stamps-Lafont

Customer Success Program Manager

Unity Technologies

Intercom provides us with a tool to field any requests, spanning from support, marketing, sales, and technical advising. We’d be hard-pressed to find a system that supports the needs of multiple departments allow us to serve our users at scale. Testimonial By Ashley Stamps-Lafont

Anne Raimondi

Chief Customer Officer

Guru

Creating exceptional customer experiences is central to Guru's mission. One of our core values is to 'create advocates' through all of our customer interactions. Intercom enables us to stay connected to our customers in personalized and impactful ways. Testimonial By Anne Raimondi

Jack Harrison-Sherlock

Product Manager

Vend

Our response time used to be in the multi-hour range, but with Intercom, we’ve been able to drop that to 10 minutes. Testimonial By Jack Harrison-Sherlock
CUSTOMERS TESTIMONIALS

Ashley Stamps-Lafont

Customer Success Program Manager

Unity Technologies

Intercom provides us with a tool to field any requests, spanning from support, marketing, sales, and technical advising. We’d be hard-pressed to find a system that supports the needs of multiple departments allow us to serve our users at scale. Testimonial By Ashley Stamps-Lafont

Anne Raimondi

Chief Customer Officer

Guru

Creating exceptional customer experiences is central to Guru's mission. One of our core values is to 'create advocates' through all of our customer interactions. Intercom enables us to stay connected to our customers in personalized and impactful ways. Testimonial By Anne Raimondi

Jack Harrison-Sherlock

Product Manager

Vend

Our response time used to be in the multi-hour range, but with Intercom, we’ve been able to drop that to 10 minutes. Testimonial By Jack Harrison-Sherlock

Case Studies

COMPANY CASE STUDIES
Case Study Unity Technologies

How Unity’s inside sales team drove 80% of its revenue through live chat

Read More
Case Study Living Spaces

Living Spaces uses Intercom to create a unified customer experience across sales, support, and marketing

Read More
Case Study TrueCommerce

TrueCommerce reduced inbound conversation volume by 20% with proactive and self-serve support

Read More

Popular Business Setting

for Intercom

Top Industries

  • Computer Software
  • Internet
  • Information Technology and Services

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Peers used Intercom to Enhance customer relationships and Acquire customers

Peer and Expert Opinion on Features

for Intercom

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
bot

4.07/5

Read Reviews (792)
Personalization

4.16/5

Read Reviews (672)
Ticketing

3.59/5

Read Reviews (466)
Alerts: popups & Notifications

2.68/5

Read Reviews (340)
Dashboard

3.24/5

Read Reviews (177)
FEATURES RATINGS AND REVIEWS
bot

4.07/5

Read Reviews (792)
Personalization

4.16/5

Read Reviews (672)
Ticketing

3.59/5

Read Reviews (466)
Alerts: popups & Notifications

2.68/5

Read Reviews (340)
Dashboard

3.24/5

Read Reviews (177)

IT and Other Capabilities

for Intercom

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

3.42/5

Read Reviews (542)
Data Import

3.21/5

Read Reviews (1351)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

3.42/5

Read Reviews (542)
Data Import

3.21/5

Read Reviews (1351)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.69/5

Read Reviews (362)
Chat Support

4.65/5

Read Reviews (1409)
Email Support

4.52/5

Read Reviews (613)
24/7 Support

4.25/5

Read Reviews (5899)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Phone Support

4.69/5

Read Reviews (362)
Chat Support

4.65/5

Read Reviews (1409)
Email Support

4.52/5

Read Reviews (613)
24/7 Support

4.25/5

Read Reviews (5899)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.28/5

Read Reviews (76)
Analytics

3.61/5

Read Reviews (619)
Custom Reports

3.24/5

Read Reviews (1754)
CAPABILITIES (OTHER) RATINGS AND REVIEWS
AI Powered

4.28/5

Read Reviews (76)
Analytics

3.61/5

Read Reviews (619)
Custom Reports

3.24/5

Read Reviews (1754)

Software Failure Risk Guidance

?

for Intercom

Overall Risk Meter

Low Medium High

Top Failure Risks for Intercom

Vendor Profile Details

Company Name

Intercom

Company Website

https://www.intercom.com/

HQ Location

55 2nd Street, 4th Floor, San Francisco, California 94105, US

Employees

501-1000

Social

Financials

Series D