Intercom

Intercom is ideally suited for support scenarios where questions dominate requests and issues. Technical support, which is more oriented toward ITSM, internal support, or B2E scenarios, requires more advanced automation rules. 🔵 Advantages: 1. FIN AI functionality: Mirrors Chat GPT performance. It charges per resolution, not tokens - a distinct pricing model. It also feeds on conversations, which is a great way to keep the knowledge/content updated. 2. Detailed Requester Portrait: Vital for troubleshooting with insights into device, login time, email open time, etc. 3. Proactivity: Push messages, banners, and Product Tours facilitate quick adaptivity, lessening resistance to change. 4. Goals Functionality: Ideal for those without an in-house analytics team. 5. Knowledge Base: Robust, with varying permission levels & theme customization. 6. Process Builder: Contains all the essential features to optimize simple support scenarios. 7. Continuous Learning: Regularly updated academy offers valuable courses & certifications.

We’ve been using Intercom for more than 3 years and overall it does the job well. The platform is stable, easy to use, and works fine for day-to-day communication with clients. The only big thing missing for us is more sales-oriented features: like tracking conversions after chats, building proper sales funnels, or more advanced pipeline tools. That would make Intercom a complete solution for both support and sales.

Lots of great features under one umbrella, but legacy pricing is complicated and adding new features sometimes involves an expensive upgrade that comes with a lot of unnecessary, seemingly unrelated features. I've used Intercom for c/s support, help center, and outbound and would recommend it.

Intercom stands out as one of the most intuitive and powerful customer communication platforms we’ve used. It seamlessly blends live chat, automation, and support tools into one clean interface, making it easy to manage conversations and scale support. The real strength lies in its ability to personalize interactions and automate repetitive tasks without feeling robotic. For teams focused on customer experience and growth, Intercom offers the right mix of flexibility, intelligence, and ease of use.

Recently, I had the pleasure of being accepted into Intercom's startup programme, which offers a more affordable pricing structure for budding businesses like mine. As I've just embarked on this journey with Intercom, I'm still in the early phases of exploring its capabilities, and I'm eager to see the long-term impacts it will bring to our customer relations and operations. One feature I'd greatly appreciate would be enhanced AI support in building and maintaining a knowledge base for my product. Having an intelligent system to assist in organizing and optimizing our knowledge resources can be a game-changer.

Intercom's customer support agent is my real MVP. As I manage both CS, support, and even aim to drive some growth, Intecoms chatbot FIN is my savior. It lets me stay focused and productive on important projects while our customers can still get answers to their most common questions in just seconds. It also allows me to proactively guide our customers through series, workflows, and product tours. Don't know how I would be able to do my work without it.

Having used their startup product before, it is quite a sticker shock when the Startup Plan duration ends (see 90% discount). We quickly found a cheaper alternative. I WAS using Intercom. But as a bootstrapped startup still seeking investment beyond one year, the regular price seems a better fit for large mature orgs.

Intercom has been my go-to for customer engagement for years, but it just keeps getting better. The new automation features are a game-changer — more personal touches with less manual work. Our support feels faster, friendlier, and more efficient, and our customers have noticed. That’s a win in my book.

Having used their startup product before, it is quite a sticker shock when the Startup Plan duration ends (see 90% discount). We quickly found a cheaper alternative. I WAS using Intercom. But as a bootstrapped startup still seeking investment beyond one year, the regular price seems a better fit for large mature orgs.

We used to be fan of Intercom. We're now still using Intercom for our non-profit but will have to change soon. Their support is really slow and inflexible. They change pricing from a day to the other without consideration. So be mindful, they have no consideration for their users, it's just really about money!