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Intercom Live Chat Software Review


ConsumersAdvocate.org Rating: 4.3 / 5 (Excellent)
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Intercom is a San Francisco-based software development company that provides customers with an online messaging platform. The platform's three main products,–Messenger, Inbox, and Articles–can be used individually or jointly to create stronger tools. Intercom's live chat is a combination of Messenger and Inbox, which includes features that help capture, qualify, convert, and measure leads.
 
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How is Intercom rated?

Breakdown

4.5/5
Cost
4.5/5
Features
3.5/5
Support

Overall Rating: 4.3 / 5 (Excellent)

Intercom is a new, feature-packed alternative for consumers looking for a flexible live chat software. Although its reporting technology and interface could use some fine-tuning, the company's strong security features and AI capabilities certainly make up for its lack of comprehensive analysis. In particular, we can recommend Intercom for early-stage companies, as the reduced price and set of tools make for an ideal purchase.

Intercom Chat/Messaging Channels

Cost - 4.5 / 5

Intercom's live chat software can run both on desktop and mobile. The software provides in-app integration, including for Facebook Messenger.
Platforms
Desktop
Mobile
Digital Channels Available
Facebook Messenger
SMS
In-App

Intercom AI and Bot Capabilities

Features - 4.5 / 5

Intercom offers numerous AI features for users of its platform. Features such as visitor targeting and meeting scheduling can help capture and qualify leads, while others like lead routing and tracking software secure conversions and develop measurement data for better interactions.
Chatbot Enabled
Yes
Simple AI Features
Answer FAQs
Customer Routing
Advanced AI Features
Automate Business Practices
Organize Conversations
Rich Messages
3rd Party Integration
Conversation Archives
API

Intercom Reporting

Support - 3.5 / 5

Intercom reporting is somewhat on the weaker side of the platform's features. Although the software does report on the essentials, it lacks the comprehensive reporting other competitors offer.
Customizable Reports
Yes

Reporting Features

  • Number of Conversations
  • Conversation Lengths

Data Reporting

  • Conversion Rates
  • Volume
  • Campaign Exposure

Intercom Security

Security - 4.5 / 5

Intercom goes to drastic lengths in order to protect its customers using the platform from data breaches, unwanted visitors, and more. These protections include extensive network and application security features such as encryption, authentication, and monitoring software.
Security Features
256bit SSL Protocol
Data Protection Directive
Access Restriction
2-Step Verification
AES Encryption

Intercom Pricing

Pricing - 4.5 / 5

Users can pay for any of Intercom's three products individually. Its live chat consists of Intercom's Messages and Inbox software, which can be bundled for either $106/mo or $132/mo if paying for extra Inbox services (pro version). Companies that are just starting out are eligible for a discount on all three products.
Pricing Model
Usage-Based
Plan Cost
Essential - $106/mo Pro - $132/mo

Company Profile

Full Name
Intercom Live Chat Software
Company Website
https://www.intercom.com
Headquarters
55 2nd Street 4th Floor, San Francisco, CA, 94105

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Top Rated
Our Partner
  • Functions across SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line, customers' websites and mobile apps
  • Advanced analytics to benchmark, monitor, and optimize critical KPIs in real time.
  • Intuitive point and click interface speeds development of AI-powered bots
  • AI-engine features advanced natural language understanding
  • Unique expertise based on 20 years bot development and optimization experience
  • 18,000 businesses served to date
  • Innovative NLU engine detects consumer intent, identifies conversations to automate, and helps inform business decisions.
  • Cloud-based workspace to manage agents, bots, and conversations via desktop, iOS, and Android devices.
  • Integrates with customers' CRMs, data and inventory management, scheduling, and other key systems

 

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