Intercom Review

Last updated: July 2018

User Experience

Intercom's chat widget (the Intercom Messenger) offers end users a first-rate live chat user experience on both mobile and desktop browsers.

The chat interface for your users or agents is well-laid out, with helpful contextual information about visitors and customers.

Features

Styling Options

Upload your own logo; change background and action colors (buttons, links etc.); set wallpaper. The Intercom branded link can also be removed if you purchase the Pro plan. Show Screenshot

Unbrand Upgrade

The Intercom branded link can be removed from the chat window if you upgrade to the Inbox Pro plan. Show Screenshot

Office Hours

Office hours can be set for any given day or for weekdays or weekends. Customers see when you will next be available based on these hours. There is also an 'away mode' which reassigns replies to existing conversations to other users. This is useful if a user is on holiday, for example. Show Screenshot

Saved Replies

Saved replies can be created from scratch, or from a chat message. They can be accessed via an icon, or by using the # shortcut. Custom variables also let you personalize the saved reply automatically. Show Screenshot

Tagging

Users and conversations can easily be manually tagged. It is possible to search by tag and also to group users by tag. Show Screenshot

Reports

Provides detailed reports about new conversations (including by tag and busiest period); performance (volume, busiest period, replies sent, conversations closed, responsiveness metrics and conversation ratings and remarks from customers); and leads (new leads, leads by visitor messages, median first response to leads and Salesforce leads created (if you have the integration). Show Screenshot

Tracking User Data

Intercom tracks a wide range of standard user attributes. Custom data attributes (data you send to Intercom about your users) are supported too. This data appears alongside your chat with a visitor or customer but can also be used to answer ad hoc questions like who signed up less than 30 days ago. It is also possible to use filters based on user data to send automated messages to qualified leads. Show Screenshot

Block visitors

Visitors can be blocked and unblocked. Show Screenshot

Manual Assignment

Chats can be manually assigned to a team or an individual. It's also possible to bulk assign chats. Show Screenshot

Automatic Assignment Upgrade

Complex assignment rules can be created based on any tag, segment or attribute about a lead, user or company, along with information about the message itself. Available with the Inbox Pro plan. Show Screenshot

Groups

Each team has its own space in the inbox, allowing members to manage any conversations assigned to the group. Show Screenshot

Triggers Upgrade

Intercom's class-leading contextual automatic messages can help you capture leads and target messages to promising prospects. This feature is available if you also purchase the Messages plan. Show Screenshot

Control Inbound Chats

Provides granular control of when the messenger is shown, letting you restrict chats to your most valuable or engaged leads. Show Screenshot

Qualify leads

Intercom supports a special set of attributes to support lead qualification. Qualification data can be manually entered as you chat to website visitors. Intercom's bot ('Operator') can also automatically ask leads questions in order to qualify them. Show Screenshot

Internationalization

The live chat widget can be configured to be displayed in languages which your organisation supports (38 languages are supported). Used in combination with automatic assignment this means you can run a multi-lingual live chat and ensure chats are picked up by the right operator in your organisation. Show Screenshot

Offers App

Has apps for both iOS and Android so you can reply to visitors and users, add notes and assign conversations whilst on the move. Show Screenshot

Pricing

Intercom offers Live Chat as part of the Inbox product.

It has two plans Essential and Pro. The Essential plan offers all of the basic feature necessary to add live chat to your website or application. If you want access to more advanced features such as audience targeting, or if you want to remove the Intercom branding within the Live Chat widget (Intercom Messenger) then you need to upgrade to Pro.

Pricing is based on the total number of people being tracked. This includes all leads and customers who have received or sent a message, or logged into your product. This can end up being relatively cheap (for example if you are a B2B provider with a low number of high lifetime value customers), or relatively expensive (you have lots of B2C customers, for example). One downside of Intercom’s approach to pricing is a potential lack of pricing predictability, for example where your application and/or website has a highly variable number of visitors and users. Pricing starts at 53$ per month for the Inbox Essential plan and 79$ for the Inbox Pro plan.

Intercom is a great fit for saas providers with a high customer lifetime value, looking to convert leads, onboard and support customers.

Matt

Review by Matt

I've developed AhoyLabs to help businesses like yours find the best software for your needs. My work is supported by affiliate commissions.


Review Updates

  • Jul 21, 2018 Review published