Intercom reviews from startup founders

170 reviews by founders
March 4, 2018

We tried many different customer service tools, but we always come back to Intercom. It’s not perfect because it’s real time communication so it’s a little difficult to provide real-time service to customers so that’s the challenge, but it’s still better than anything else out there so we stick with Intercom. About a year ago they had a lot of technical issues. They kept going down and we had to reevaluate the service, but now we’re happy they’ve figured it out and their service is reliable.

Aaron Rubin

Founder & CEO - ShipHero

Feb. 24, 2018

I don’t think we have any complaints.

Ben McGraw

Director of Engineering - Amitree

Feb. 11, 2018

We use Intercom’s chat feature as well as their automated messages and their knowledge base as a guide for customers to self serve. We used to use Zendesk and they had a feature that I wish was on Intercom: you can plug in your Google Analytics in the support portal. Intercom’s solution feels a little more nascent.

Ed Chang

Co-founder & CEO - Sweet Technology

Intercom - Best Knowledge Base Tools for Startups

Intercom is a tool centered around facilitating person-to-person, high-touch communication through instant messaging embedded right into your app or website. Intercom is all about zeroing in on individual communications with each user, which is wonderful for small businesses but can quickly become overwhelming for later-stage business with masses of customers. The tool is primarily used for customer service and support, but its functionality has also been proven to increase engagement, optimize customer acquisitions and encourage customer feedback. Beyond instant messaging, Intercom can also act as an email marketing service and it even offers some limited customer analytics.

How startups use Intercom?

Almost all of Intercom’s users are Seed-stage or Series A, who appreciate the tool’s ability to facilitate high-touch, personal communications, which are so valued among smaller teams with fewer customers. In addition, its functionality beyond instant messaging is valued most among lean teams looking for a software that can multi-task.

How much does Intercom cost?

Intercom offers two packages, Basic and Pro, which scale in price depending on your needs (customer support, product feedback, engagement) and number of users. The Basic plan, which covers all of the primary features, like in-app messaging and a team inbox, starts out at $49/month for 250 and increases with user volume. The Pro plans include additional features like integrations with Salesforce and Zendesk, unbranded messages and premium support; pricing starts at $79/month for 250 active users, and scales as you add more users. Intercom’s analytics services are always free to use.

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