Last Updated: April 2024
Intercom is the name that comes to the minds of many business owners when thinking about a platform that offers conversion, engagement, and support solutionsIn spite of being used by more than 25k+ businesses, there is still confusion spinning around Intercom pricing.
Is Intercom free to use? Absolutely not. The pricing of this platform is categorized into various plans, with each plan having specific features.
So, if you are also eager to know more about the Intercom’s pricing, its plans, and features, this post is for you! In this post, we are sharing with you the following details:
A Quick Overview of Intercom’s Pricing Structure
Intercom currently provides two types of pricing plans. For small businesses, the pricing is offered at $74 per month. However, for other businesses, customized pricing plans are provided.
Detailed Breakdown of Intercom’s Pricing Plans
1) Starter Plan
Features Offered:
- Support and engage your customers at every step of their journey
Your customer engagement level can be leveraged through services such as in-product messages, targeted outbound email along with chat and email support.
- Gain Insights
You can get access to details such as company and behavioral data, reporting dashboards, conversation tags, and ratings which can be used for planning your sales and marketing strategies.
- Scale without scaling your team
You can get enough tools to automatically monitor and scale your team by using features like a shared inbox, a help center, a conversation routing bot, and saved replies.
- Integrations
This plan provides integration with more than 250 apps including Slack, Hubspot, and Pipedrive.
- Customization with add-ons
If you opt for this plan, the following add-ons are available:
- Product Tours – from $199/month.
- WhatsApp – from $9/seat/month
- Surveys – from $49/month
How The Price Of The Starter Plan Is Calculated?
Intercom offers a 14-day free trial. After that, the price is calculated based on the number of seats needed and the number of people reached to you.
- Seats: For the basic pricing, 2 seats are available. However, you can include a maximum of 25 agents at an additional cost of $19/seat/month.
- People Reached: The number of people reached to you through email, in-app messages, notifications, website, and chatbots are included. At that pricing 1000 people, per month is included. However, a maximum of 50000 people can be included at an additional cost of $50/month for every 1000 additional people.
Starter Plan Is Good For:
If you are a very small business planning to onboard, provide support, and get engaged with customers, this plan is ideal for you.
Limitations of Starter Plan:
- Outbound email functionality is not available.
- Does not provide team performance report.
- Custom bots are not provided.
2) Support Plan
Features Offered:
a) Human Support
- Live chat – Customer support can be provided via the live chat feature, increasing engagement.
- Team Inboxes – Lets you manage the internal conversation between the agents through a single and collaborative inbox.
- Ticketing Workflows – You can improve the efficiency of your ticket management by creating a hassle-free ticketing workflow.
- Service level Agreement Rules -Automatically prioritize urgent conversations and make sure that targets are achieved.
- Workload Management – Lets you automatically adjust your team’s workload and automatically assign tasks depending on the incoming volume.
- Role-based permissions – You can manage who all from your team can get access to specific data of Intercom.
- Outcome Reporting – Give you insights into the outcome of your performances.
b) Self-Service Support
- Help articles – Through the help center, self-service articles are provided so that the customers need to contact your customer service team only if it is essential.
- Conversational Bots – Customer engagement can be improved with the help of conversational bots.
- Resolution Bots – Common customer queries can be easily resolved by these bots, which in turn significantly reduces the handling time.
c) Proactive Support
- Targeted messaging – You can set a specific message for a specific targeted audience. Your customers may feel more valued due to this feature.
- Product Tours – Allows you to drive adoption by providing targeted guide tours and video tours of your product.
Support Plan Is Good For:
This plan focuses on providing both self-service and human support to your customers at scale. So, opt for this plan if you are just in need of the features mentioned above.
Limitations of Support Plan:
- Messaging feature is not available.
- Only inbound custom bots are provided.
- Does not include outbound conversations.
2) Engage Plan
Features Offered:
a) Engagement and Adoption
- Outbound and In-Product Messaging – Lets you manage the incoming emails from your customers along with sending targeted outbound emails.
- Push messages and Notifications – You can send push messages and notifications to your customers about upcoming sales, offers, etc.
- Custom Bots – Through this feature, Intercom helps you to design custom bots without the need for coding.
- Mobile Carousels – Using this feature, you can connect with your customers through your mobile app at every touchpoint, provide support, and inform them about new features.
- Banner Messages – You can improve your customer engagement by providing banner messages on top of your chat window.
- Multi-channel Campaigns – Successfully run campaigns through email, push notifications, and in-app messages.
b) Optimize Performance
- A/B Testing and Control Groups – Allows you to A/B test your messages to ensure that they are as effective as possible.
- Message Versioning – You can add different versions of your messages to specific audiences.
c) Personalize Targeting
- Custom Events and Customer Segments – Through this feature, you can categorize your customers into various segments and create custom events.
- Salesforce and Marketo Integrations
Engage Plan Is Good For:
If you are planning to onboard, activate, and re-engage your customers, this plan is a good option for you.
Limitations of Engage Plan:
- Only minimal inbox features are available.
- Knowledge base articles are not provided.
- SLA rules cannot be set.
3) Convert Plan
Features Offered:
a) Website Conversions
- Conversational Chatbots – Allows you to handle customers more efficiently with more results-oriented conversations.
- Live chat for Sales – Your sales team can use the live chat feature for increasing sales and achieving targets.
- Smart Lead Qualification – Helps you to generate leads from website visitors.
b) Manage Leads
- Multiple Team Inboxes – With this feature in hand, you can route the conversations to a particular team.
- Automatic Meeting Booking – Lets you meet with customers and talk about particular topics that may lead to results.
- Conversation Routing Rules – Enables you to set rules so that conversation gets routed in a flow.
- Account-based Assignments – Helps you to set tasks for agents according to the customers’ account type.
- Revenue and Performance Reporting – This plan offers you a report on your revenue and performance. Through this feature, you can get an idea of how the budget spent on a project is reaping results.
c) Prospect Data
- Salesforce and Marketo Integration
- Reverse IP Lookup – Reverse IP lookup is a fantastic feature that allows you to identify and track down any malicious phishing or scamming attempts in your domain. So, your brand’s security can be improved via this feature.
Convert Plan Is Good For:
As the name suggests, this plan is ideal for leveraging conversion rates. The features offered in this plan mainly focus on how to generate results from the leads and turn website visitors into loyal customers.
Limitations of Convert Plan:
- Only a basic messaging feature is provided.
- Knowledge base articles are not available.
- Message goals cannot be set.
Intercom Plans Comparison In A Nutshell
So far, we have gone through the features offered by each of the Intercom plans. The pricing plans and offers for very small businesses are fixed. If you are still confused about which plan to choose for your business, have a look at the below illustration:
Why is Saufter better than Intercom?
Even though Intercom provides a lot of features to make your customer service more efficient, Saufter is still the best option. Do you know why? That’s simply because Saufter is a more flexible and user-friendly tool for your customer service team. In addition to that, when compared to the Intercom pricing, Saufter offers a pricing scheme that is both fixed and customizable at the same time.
Here are some of the reasons why Saufter wins the hearts of e-commerce and online brands:
- It is a perfect ticketing system for your customer service team since unlimited tickets can be resolved on all its plans
- Lets you engage with your customers in real-time using the live chat feature.
- It offers native SMS and phone call integration.
- The e-commerce store owners love this CRM tool due to its native integration with Shopify, WooCommerce, and Magento.
- This is the only help desk that focuses on turning your customer service into a new marketing pipeline. It automatically identifies happy customers and messages them to collect reviews.
- Saufter offers AI-suggested responses based on previous tickets handled and thereby significantly reduces handle time.
- Compared to Intercom, it provides the additional feature of automating your agents’ training.
Bottom Line:
So, when it comes to choosing one from Saufter and Intercom, which is best suited for you?
To be honest, it depends on the size and needs of your business. Saufter would be the better option for e-commerce brands whereas Intercom is best for non-commerce businesses. So, it all depends on your business model.
To make your customer service team excellent, equip them with Saufter. It can help you automate many workflows, reducing the workload of your team. We offer customized pricing also.
So, what are you waiting for?
