If you’re looking for a messaging platform that will allow you to touch base with your prospects and clients, Intercom is probably on your list of options. But before you buy a plan, read this Intercom review first to ensure that their services fit your needs.

In this article, we’ll discuss the features and functions of the platform and how it can help ventures grow their business. We’ll also break down their pricing plans to weigh the practicality of the service.

A Conversational Relationship Platform

But before we go into the details of our Intercom review, let’s first get to know a bit more about the venture. This American software company founded in 2011 offers users to communicate with clients. This can be done not only through the app but also through social media, email, or their website. 

The company boasts over 30,000 paying clients as well as a number of big companies on their client list. These include Amazon Web Services, Facebook, Shopify, IBM, Microsoft, and Udemy.

So, what makes this platform different from all the others? For one, Intercom takes pride in being the “world’s first Conversational Relationship Platform.” Their product allows ventures to build stronger customer relationships with the use of personalized experiences.

Service Highlights

Let’s dive right through our Intercom review by looking at their product features. There are three platform functions mentioned on their website. And with “conversation” being the defining aspect of their unique selling proposition, it’s not surprising that all their highlights center on this factor. 

Conversational Support

According to the venture, they layer human, self-serve, and proactive support to bridge the gap between users and their clients. As a result, they’re able to offer client support that’s not only high-quality but personalized to every need as well.

Conversational Customer Engagement

As any brand in the digital age would know, engagement is one of the most crucial factors in growing a business. That said, focusing on this aspect is a vital part of keeping prospects in the warm zone, ready to enter the sales funnel. To help achieve this, the platform offers Intercom chat, email campaigns, and product tours to engage prospects. Added to that, these efforts also help keep clients re-engaged.

Conversational Marketing

Over the past few years, bots have become the norm in keeping the prospects engaged. That said, the platform offers this through targeted messages, bots, and real-time chat to turn website visitors into clients.

Aside from the business messenger aspect, the venture also offers other service layers that could optimize a venture’s growth. For instance, their platform tools allow the user to manage clients through workflows and reports. Their customer data platform, on the other hand, provides info to help customize brand interactions.

Pricing

Intercom pricing tiers are divided into two clusters: the one offered to “most businesses” and the option for “very small businesses.” Since the Intercom price tiers in the first cluster aren’t readily available, let’s go through the options under the second cluster.

Start 

This is the cheaper tier among the two Intercom levels and includes basic live chat and outbound message features. Priced at $59 per month, the package includes one seat, live chat, and targeted outbound chat. If you’re a business trying to reach out to more prospects, this is a great package to start with. 

In addition to the inclusions mentioned above, Start also includes a team inbox and Slack integration. That said, if you’re already using Slack for internal comms, the integration function can make the app a one-stop-shop for your messaging needs.

In terms of reports, this basic package offers volume reports and leads reports. These may not be that elaborate, but they do offer valuable data for campaign planning. As for its customer data platform, Intercom features a people and company list and standard and custom data attributes. They also collect data from custom events.

Grow

If you’re a growing business and your needs don’t fit the basic start plan, perhaps this tier will be more suitable for you. Priced at $119 per month, this package includes all the features in Start, plus access for five seats as well as inbound and outbound email.

Aside from that, it also includes a help center, macros, and conversation ratings. These can be valuable features for ventures trying to expand their client base. You can also integrate your product with HubSpot and GitHub, making your workflow faster and smoother.

As for engaging customers, this tier comes with a lead qualification bot and article suggestion bot. These features aren’t available in the cheaper package and can be great resources to get more leads.

When it comes to channels, the Grow package also offers banners and mobile carousels not available in Start. 

Add-On

You can also choose to customize your plan with a product tour add-on that costs $199 per month. This will allow you to offer targeted guided tours and video tours with a user-friendly code-free builder.

Pros and Cons

At this part of our Intercom review, let’s look at the pros and cons of buying a plan from the platform.

Pros

One of the biggest upsides of this platform is the depth of functions you can create using their tools. If you spend a lot of time or resources in manual engagement with your clients, this platform will free up your hands. As a result, your team will have more time to focus on more crucial aspects of the business.  

Added to that, Intercom is arguably one of the most wholesome service providers within its niche. In fact, some conclude that its top-notch features are incomparable to other platforms’ inferior versions.

Cons

As the platform features premium services, it comes with a hefty price tag. Given its vast array of valuable features, the higher pricing range could be the only caveat to getting a plan.

In the end, the choice between Intercom and its competitors in the market boils down to one question: is affordability or premium functions more important to you? If the price is too steep and your audience is still small enough to manage through the manual process, perhaps you don’t need the service right now. But if you have the funds and you’d want more time and energy to grow the business in other ways, then automation through Intercom is a smart move.