Rated 4.4 stars by over 2,363 G2 users


Intercom is a customer engagement platform that unifies the customer journey and user experience by bringing marketing, sales, and support channels together in one. Intercom is designed to convert customers easily, engage with them at every touchpoint, and support them at scale. 

Featured Features

We have compiled all the features that Intercom promises for you with details.
Product Tours
Intercom’s product tours offer a simple way to engage with customers who might need guidance in-app, and they are also triggered from the Intercom widget.
Help center articles
Intercom’s knowledge base is subject to analytics, offers different languages, and is accessible through the Business messenger, Intercom’s widget.
For product feedback and for NPS surveys, Intercom offers a great survey option that looks and works smoothly.
Business messenger
Business messenger is a widget kind of feature that lets users reach out to support through live chat, self-serve through support articles, or do more, depending on what users choose to place on the widget.

Intercom Pricing

Intercom does not offer fixed pricing for its regular plans, Support Engage, and Convert, but for very small businesses, it starts from $74/month when billed annually.
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Intercom is good for

Creating a unified customer experience:
The main selling point of Intercom is that it offers a unified customer experience, bringing sales, marketing, and support together, and it really does act on that.

Well-established solution for support:
While Intercom claims to unify the entire customer experience, there is no doubt that its support functionalities are the best performing part of the tool. 

Intercom is bad for

Creating a fully-fledged user onboarding process:
Though Intercom claims to cover all parts of the customer experience, it fails to do so in a sophisticated way, especially when it comes to user onboarding. The Intercom product tours feature is a simplistic one that costs extra to purchase as an add-on.

Flexible customization: 
Intercom is quite the complex tool, but this complexity often gets in the way of more important things, like customization. In hopes of being good at it all, Intercom fails to give users the flexibility of customization.

Frequently Asked Questions

What is Intercom used for?
What is Intercom message?
How do I set up Intercom?
Can you text from Intercom?
Does Intercom integrate with WhatsApp?
Do Intercom product tours work on mobile?
How do I make a product tour on Intercom?
What are some Intercom alternatives?
from G2

“Great chatbot, average everything else”

We've paid for the product tour feature that doesn't really work for our product (they declined a refund for an annual subscription). As a result, we have a subpar onboarding experience and I would recommend looking into the competition. Not only they do not work for all use cases, but are also pretty buggy and expensive for what one is able to accomplish with them.

User in Information Technology and Services

from Capterra

“Intercom is a scam”

Very expensive! You need to pay for many features (in our case Survey add-on) and even then, they don't give you a full feature that you paid for but a limited version of that. To get full functionality of your purchased add-on, you need to upgrade again to a different plan again.

Verified Reviewer
from Capterra

“A lot of features but overpriced for startups”

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Stephane L.