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Intercom review: 3 advantages and 1 disadvantage

Are you looking for a reliable lead management platform? Find out more about Intercom in this article and its advantages and disadvantages.
Rédigé par David Lefèvre
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Intercom is a leading customer communications platform that facilitates interaction between companies and their users. In this article, we&#8217ll take a close look at Intercom, highlighting three key benefits as well as one notable drawback. Intercom stands out for its ability to improve customer engagement, offer personalized support solutions and increase the efficiency of sales teams. However, despite these advantages, Intercom also has a drawback worth considering before adopting it. Whether you&#8217re a small business or a large organization, understanding Intercom&#8217s strengths and weaknesses will help you make an informed decision to optimize your customer interactions.

Intercom: What is it?

Intercom is a lead management platform. Thanks to its multiple products and services, it offers your company the opportunity to secure relationships with your customer. And not just customers, because by managing leads, it also ensures that anyone interested in your business becomes your customer. He uses the technique of converting and retaining customers with his marketing tools.

You’ll be able to ensure that your customers receive the information they demand. And without you having to deal with repetitive tasks. If you’re looking for an expert to carry out tasks for you, or want to delegate your customer support, you can find virtual assistants on platforms like BeFreelancr or Fiverr.

What are Intercom’s main features?

Intercom is a versatile platform designed to improve interaction and communication between companies and their customers. Here’s a detailed overview of its main features:

Real-time messaging

Intercom&#8217s real-time messaging functionality enables businesses to communicate instantly with their customers. Users can send personalized messages, answer questions live and solve problems immediately.

Message automation

With message automation, Intercom enables companies to schedule and send automated messages based on specific triggers. This includes automatic replies, notifications and targeted marketing campaigns.

Advanced segmentation

Intercom offers advanced segmentation features that enable companies to divide their customer base into specific groups based on criteria such as usage behavior, preferences or demographics. This facilitates greater personalization of messages and offers.

Customer Support Center

Intercom&#8217s Customer Support Center centralizes all customer interactions, including live conversations, support tickets and inquiries. It provides a unified overview for efficient and transparent management of customer requests.

Integrations with Other Platforms

Intercom offers a wide range of integrations with other popular tools and platforms, including CRM systems, marketing automation tools and project management platforms. This enables companies to add additional functionality and improve the efficiency of their processes.

Data Monitoring and Analysis

The platform provides robust tools for tracking and analyzing data related to customer interactions. Companies can measure campaign performance, track conversion rates and gain valuable insights to optimize their communication and support strategies.

Mobile application

Intercom offers a mobile application that enables teams to stay connected and responsive even when they&#8217re out of the office. Users can manage conversations, reply to messages and access customer information at any time and from anywhere.

Security and Privacy

To ensure the security of customer data, Intercom uses advanced security practices such as data encryption, two-factor authentication and compliance with data protection standards such as the RGPD.

How much does Intercom cost?

Intercom offers different pricing levels based on specific business needs:

  • Starter Plan: This plan is designed for small businesses and costs around $74 per month. It offers basic features to improve customer interactions.
  • Customized Plans: For medium-sized to large companies, prices are evaluated according to two main criteria: the number of seats (active users) and the volume of people contacted. These plans are tailored to meet the specific needs and scale of large organizations.

Intercom also offers free trials to enable companies to test the platform before committing to a paid plan.

What are the advantages and disadvantages of the Intercom platform?

Here are the advantages and disadvantages of the Intercom platform:


  • Free trial : First of all, Intercom offers the possibility of trying out its platform for free, which allows companies to test its functionalities before making a financial commitment.
  • Intuitive interface: Secondly, Intercom’s interface is user-friendly and easy to use for creating and managing features. This allows users to quickly familiarize themselves with the products and services on offer.
  • Intercom Product Tours: Finally, this feature offers several pre-built templates that users can easily use to guide users through products and features.


  • Limited customization of Product Tours templates: Although Intercom Product Tours offers several templates, customization and modification of these templates is somewhat limited, which can restrict the ability to tailor these guides to specific needs.

In summary, Intercom offers significant advantages such as a free trial, an intuitive interface and convenient Product Tours tools, but its customization options could be improved to meet more specific requirements.

Our review of Intercom

In our opinion, Intercom is a highly effective lead management and marketing tool. Many have already opted to use it thanks to its many advantages. If you’re looking for a platform that effectively manages your relationships with your customers, you can use it. Whatever the case, if you’re still hesitating after so many benefits and features, you can opt for other alternatives.

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