What is Intercom?

Intercom is the Customer Engagement software that acts as an open channel between customer and business. The company describes itself as a Conversational Relationship Platform that gives you the opportunity to create better customer relationships.

Intercom’s mission is to make internet business personable – in times of online interactions between businesses and customers, the sense of personal connection can be hard to forge and easily lost. It helps break down silos, unifies data and systems to create an effective ongoing conversation to help companies can make the most of every lead.

Intercom mainly provide three features – Live chat, Chatbots and a Help Desk. Their chatbots are the highlight. Task Bot will only interact if no one is assigned to the conversation or when conversation has been closed. Custom Bot is a complete custom chatbot with specific flows and features. Resolution Bot automatically replies to questions of your customers based on pre-defined keyword terms.

Features like live chat, customer engagement and customer support can help your business capture, qualify, and nurture leads to convert leads into sales. You are also able to send targeted messages to welcome users, send out announcements, and re-engage customers. And of course you are able to solve customer problems efficiently with an integrated help desk and public knowledge base.

The Intercom software offers a better way to acquire, engage and retain customers and is also ideal for your sales, marketing and support teams; helping them better connect and engage with customers and ultimately growing your business. Utilizing features for live chat for sales, customer engagement, and customer support, you can capture, qualify, and nurture leads to convert prospects into customers; send targeted messages to onboard users, make announcements, and re-engage people; and solve customer problems faster with an integrated help desk and public knowledge base.

What popular features do you get with Intercom?

  • AI/Machine learning
  • Multi-lingual
  • Alerts/escalations
  • Collaboration tools
  • Contact management

  • Contextual guidance
  • Customizable branding
  • Drip campaigns
  • Chat/messaging
  • Code-free development

  • Customer history
  • Performance metrics
  • Multi-channel communication
  • Queue management
  • Process and work flow automation

Customer Support is available at Intercom

Intercom offers technical support by live chat, and email. The company website also has a thorough online knowledgebase with helpful articles and tutorial videos. The educational content contain numerous well-explained screenshots showing you how to make the most of the platform’s features.


What kind of business is Intercom ideal for?

Intercom works well for companies of all sizes. Some companies interchangeably use this software for as customer service or even customer success. Inspite of the subtle difference between them, Intercom helps with the larger cause – making sure your customers get the best value possible from your product or service.
This platform is popular with global companies that work with support across multiple geographies. It supports remote teams and similar work environments.

Pros and Cons

  • Robust live chat
  • Easy to communicate across multiple channels
  • Effortless set up for a powerful solution
  • Perfectly integrated with website
  • Continually releasing updates

  • API can be confusing for people from non-coding background
  • No phone support

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How much does Intercom cost?

*based on information provided by the vendor. Actual cost may vary.

Intercom does not clearly list the pricing and plans on site. However we were able to get some information on what is available:

Start plan costs costs $39 per month and includes their live chat feature, team inbox and slack integrations.

Grow plan costs $99 per month; includes everything in the start plan plus live chat, 5 live chat agents, email integration, help desk articles, mobile carousels, banners, an article suggestion chatbot and a lead qualification chatbot.

Conversational plan costs $499 per month; includes everything in the grow plan plus 10 live chat agents, all the different kinds of chatbots, all the different channels, analytics.

Final thoughts...

Intercom has an easy-to-use interface, you can allocate custom fields/tags and create user segments, add chatbot on your site and mobile App, interact using live chat, integrate with eCommerce application and take your business to the next level using it’s advanced analytical tools.

Intercom can be overwhelming for start-ups and small business. You can also only put your chatbot on your website or your App, but not on other channels, such as Facebook Messenger, WhatsApp and SMS. So if you are looking for an all in one solution, this maynot be the one for you.

However it is a robust software offering features like user feedbacks, event invites and other communication support. You can track customer data and events to find out who your customers/users are and evaluate their behaviours. It really provides you the intelligent data you need to acquire and engage customers more effectively and efficiently.

Visit their website today to find the right plan for your business.