Intercom

Intercom is a customer support platform that utilizes user intelligence and behavioral targeting to help businesses better understand, improve, and benefit from customer communication. The software gives you insights into who is using your product and provides tools to send personal communicators. You can utilize Intercom to send targeted, in-app messages and behavior-driven emails.

Features

Agent Scheduling
Call Me Option
Co-Browsing
Knowledge Database
Persistent Chat
Shortcut Messages
Transfers
Video Chat
Visitor Targeting

Pricing

Pricing varies depending on number of users: Intercom Pricing

Free Trial Available

Yes

G2 Score

4.4/5 (out of 1786 reviews)

Reviews (Snippets from G2)

Pros

Getting up and running with Intercom was relatively easy - from set-up on the website through to article creation, all was pretty intuitive.
The main function of Intercom to handle all inbound email and website chat support is great for keeping everything organized and being able to have seats for multiple people on the support team.
We have a great relationship with their customer success team. They listen, they deliver, they help us to get the best out of their app. The app is very modular and helps us to scale our support.
Its UI design and the documentations of its features are pretty clear. It is fast and reliable.
The UI is very nice. Its easy to use and easy on the eyes.

Cons

We can't automate replies to customers based on certain events, their triggers are limited, and in general, it requires a lot of manual effort to manage customers on the day-to-day.
The way leads show up is a little wonky sometimes.
Customer service has gone downhill over the last year which is quite disappointing as it used to be great.
The product has gotten more complex and less intuitive over time.
The support is fairly unimpressive - often take days to reply, and they make you jump through hoops just to talk to them (ironic, really).