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)

"...Customer communication, engaging visitors that visit our website and landing pages and enabling customers to self-service...."
engaging and following up

4.63/5

Read Reviews (1026)

"...Additionally, it proved to increase customer engagement as compared to the previous option where they could only contact us via emails...."
engaging with scheduling & cadence

4.05/5

Read Reviews (5)

"...This firehose approach created a massive product education message schedule that was very dense, demanded an aggressive cadence, and was, ultimately, not very effective...."
Helpdesk Management with Chat, User Generated Content and Blogs

4.44/5

Read Reviews (1024)

"...I love how simple Intercom makes it to stock your help center with articles and videos...."
Training & Onboarding

4.78/5

Read Reviews (628)

"...New visual series feature to create sophisticated flowcharts of comms (e.g. for onboarding or renewals)..."
PEER EXPERIENCES
Engagement Management with Chat

4.65/5

Read Reviews (1703)

"...Customer communication, engaging visitors that visit our website and landing pages and enabling customers to self-service...." Peer review by Daniel J, Vice President of Sales, Computer Software
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)

"...I love how simple Intercom makes it to stock your help center with articles and videos...." Peer review by Will, Client Success Director, MetaCommunications
Training & Onboarding

4.78/5

Read Reviews (628)

"...New visual series feature to create sophisticated flowcharts of comms (e.g. for onboarding or renewals)..." Peer review by Matthew C., Managing Director

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

Jason Efstathiou

Product Manager & UX Designer

Grover

We find Intercom to be extremely useful as a customer support tool that really goes the extra mile. It makes getting in touch with us a great experience, and offers lots of features that make us more efficient. Testimonial By Jason Efstathiou

Christian Parker

Director of Managed Services

TrueCommerce

We did try other solutions like Enghouse chat, but Intercom was lightyears ahead of everybody and is really easy to install. Testimonial By Christian Parker

Marc-Olivier Meunier

Director of Service Operations

Smartly.io

Our 10x growth in the last 5 years wouldn’t have been possible without Intercom. Testimonial By Marc-Olivier Meunier
CUSTOMERS TESTIMONIALS

Jason Efstathiou

Product Manager & UX Designer

Grover

We find Intercom to be extremely useful as a customer support tool that really goes the extra mile. It makes getting in touch with us a great experience, and offers lots of features that make us more efficient. Testimonial By Jason Efstathiou

Christian Parker

Director of Managed Services

TrueCommerce

We did try other solutions like Enghouse chat, but Intercom was lightyears ahead of everybody and is really easy to install. Testimonial By Christian Parker

Marc-Olivier Meunier

Director of Service Operations

Smartly.io

Our 10x growth in the last 5 years wouldn’t have been possible without Intercom. Testimonial By Marc-Olivier Meunier

Case Studies

COMPANY CASE STUDIES
Case Study Envoy

How Envoy accelerates lead volume through Intercom

Read More
Case Study SMARTY

SMARTY reduced their median first-response time by 99% with Intercom

Read More
Case Study tado°

How tado° shut off phone support and shortened its overall first-response time by 92% with 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.

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 Training & Onboarding .

What are the top features of Intercom?

bot, Personalization and Ticketing are some of the top features of Intercom.

Who uses Intercom?

Intercom is used by Computer Software, Internet and Information Technology And Services among other industries.

What are Intercom alternatives?

Livechat, Freshdesk Messaging, Userlike and Olark are popular alternatives for Intercom.

Where is Intercom located?

Intercom is headquartered at 55 2nd Street, 4th Floor, San Francisco, California 94105, US.

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