Last Updated: December 2023
Intercom is one of the most popular customer service tools used by many leading companies worldwide. It can provide you with interactive chatbots and a shared inbox to provide integrated support to your customers.
But is Intercom the best customer service software for your business? Is it small business-friendly? This post will help you decide.
Intercom Pros and Cons
Intercom Pricing and Features
Pricing and Plans (Rating ⭐ 3.7/5, 99 Reviews)
Pricing and Plans
Intercom offers a variety of custom pricing plans as follows:
- Support – for high-quality and personalized help at scale
- Engage – to onboard, engage, and reactivate customers
- Convert – to turn website visitors into paying customers
Besides these custom plans, Intercom also offers a fixed pricing plan for small businesses starting at $74/mo. It includes access for 2 users and 1000 outbound reaches per month. +$25/mo for each extra 1000 outbound reaches.
However, Intercom users find the pricing expensive and not very transparent.
The pricing is not transparent at all, difficult to understand, and engineered to trick you. They attracted us with their “Started” plan, which was a bit more expensive than our existing service. At some point during our migration, we discovered we might need an additional feature that is only available in their next tier, called “Conversational Support”. To our surprise, this would multiply our monthly bill by a factor of *5*, and require us to go to a yearly engagement.
The pricing is deliberately misleading and designed to trick users. I wish I had read more of the reviews covering this off before proceeding. They define ‘active people’ as people who are not active, archived, and bill you for that tier across all services. I got charged for 10,000 active tier on a service that sent 1 message.
For a period with 662 chat conversations. Intercom charged me over $1000USD, doing research there are many comparable services that charge less than $100USD for the same thing.
In terms of pricing, it’s ridiculous quite frankly. And it’s such a burden to have to deal with a whole process to get the right quote based on your use-case. Why not just charge a flat fee like most other solutions with more easily understand pricing. Overall it’s an overcomplicated set up where you keep having to pay more to access small pieces of the platform. I’d much prefer something all-inclusive.
Check out the complete breakdown of Intercom pricing here.
User Interface (Rating ⭐ 4.7/5, 278 reviews)
The intercom’s interface is quite user-friendly. You get a quick start guide just after you sign up to help you get started with the platform.
Chatbots are easy to set up and you can preview the flow before deploying them.
Have a look at the Intercom reviews mentioned below:
I love the interface. It is intuitive and easy to navigate. I love the features they provide. I can create bots, articles, and bulk messages way faster than on other platforms.
I need to be able to support multiple incoming customer support chats at once. The interface does that cleanly, provides me the account information I need, allows me to utilize my own macros, and because of this I’m able to provide clients with the support they need in a timely manner.
Recommended: The 10 Best Intercom Alternatives in 2022
Live Chat and Chatbots (Rating ⭐ 4.4/5, 252 Reviews)
Live Chat and Chatbots
Intercom is known for its best-in-class live chat and chatbots. When you set up Intercom, you get two types of bots – A task bot and a custom bot.
The Task Bot is a chatbot that will only interact with you if no live chat agents are available and is often an automatic message like “We typically respond in two hours.”
On the other hand, Custom Bot allows you to provide interactive self-service to your customers over a chat widget. You get an intuitive UI and user-friendly block builder to customize this bot.
Here is what Intercom users say about live chat and chatbots:
Intercom is by far the leader in live chat software, from its capabilities and reach to its versatility via extensions, you can do so much with it and when your users interact with it, the experience is immediately familiar to them, which makes it feel simple and reliable.
Intercom lets our team delegate and prioritize incoming support tickets very easily, and its integration of incoming emails and live chat bots into one inbox is invaluable given our multiple support funnels. Its notes feature also allows for internal communication and tracking as we help customers.
The live chat functionality and reporting is the best I’ve seen. Setting up the live chat was quick and easy, and having suggested help centre articles based on the users question has helped reduce human support time whilst scaling.
Reporting and Analytics (Rating ⭐ 4.4/5, 37 Reviews)
Reporting and Analytics
Intercom offers a variety of reports and a dedicated dashboard for real-time reporting and analysis. In short, you can easily track your support team’s impact and discover new ways to manage and improve overall performance.
Here’s what Intercom users say about its reporting and analytics features:
The new inbox makes replying to your clients fast and easy! They offer gifs to add personality to your conversations and their report analytics are unmatched. 10/10 recommend!
The UI and simple customisations that helps users to learn fast. It can be easily integrated with MAP tools. And its report is also very cool. As of now I haven’t seen anything better than this tool in terms of bot.
We are reaching out to our clients in an efficient way. Ability to track and report on the results of my campaign, which is an excellent feature!
Marketing Features (Rating ⭐ 4.5/5, 227 Reviews)
Intercom comes with a pack of features that you can use to market your product and services to your customers and website visitors – website widget, chats, posts, product tours, banners, mobile push, mobile carousels, and series.
Have a look at user reviews about Intercom marketing capabilities:
What I like best about Intercom is the ability to have everything in one place. Instead of managing my marketing e-mails in one place, user surveys in another, and feature announcements in another, I can do it all with Intercom, and that right there, is a real life saver
We do marketing campaigns, customer service, and to some degree billing-related communication. We mainly use it for customer service, but being able to easily run marketing campaigns is the biggest benefit as we don’t currently have a marketing team, so things need to be easy and straightforward. And they are!
Indeed, Intercom is a powerful live chat and chatbot software that can help you serve and engage your website visitors. So if your business website is the primary channel your customers approach to contact you, Intercom can be a good customer service and marketing tool for you.
However, Intercom can be expensive considering its usage limits and add-on features for which you would have to pay extra.
Also, if your customers approach you on a variety of channels, say social media – Facebook, WhatsApp, Instagram, then you should consider using a complete helpdesk software like Helplama Helpdesk.
Besides all the basic help desk features, Helplama offers a set of automations to turn your customer service workflows on Autopilot.
Start your 15-day free trial now! No credit card is required.