Intercom Pricing Explained : Plans, Costs, and Value for Your Business

Intercom Pricing is complicated, and small businesses would not go for it.

Yes, it is the bitter truth, Intercom is a popular platform, offering a wide range of features, but the intercom plans and pricing structure are way too complicated to gulp down for small business owners.

However, understanding the Intercom pricing structure and finding the right plan for your business can be a daunting task.

But anyways, let’s understand and get through it.

Of course, nobody can argue with the robust working and functionality of what Intercom serves and have compared to other helpdesk but what about the complicated prices that it holds up?

Key Takeaway :

Intercom’s pricing structure is complex and may not be suitable for small businesses due to its high starting prices and hidden charges. Small business owners may find Desku to be a more transparent and affordable alternative, with plans starting at $39/month and no hidden charges.

What is so complicated about Intercom Pricing?

With the too much-complicated plan, the ideal user would not get which plan to use for the business. It has so many hidden charges that will be charged according to the users, company or the demand of the company. Generally, it is not affordable for the small ecommerce business.

Not only hidden charges, but starting prices are too high for small business owners to afford. Intercom’s Essential plan, aimed at individuals and small businesses, is still considered too expensive for many due to its hidden charges and high starting prices.

When it comes to the other help desk customer support platform, it is not the case. Like Desku, it has a very normal price range along with it is very transparent.

No hidden charges are charged though it serves the same kind of features, with an even better UI.

The Desku price starts from $39/month, billed monthly and annual pricing is $29/month, billed annually.

Where Intercom’s normal pricing starts from $74/month excluding hidden charges.

Desku has some features that are totally unlimited no matter the price range and they are👇🏻

• Unlimted Ticketing System
• Knowledge Base (create unlimited articles and guidance for your customers)
• Chatbot (No-code chatbot builder)
• Live Chat (Real-time conversation with your customers, with no limits)
• Third-Party Integrations

and much more.

If you are a small business owner, or who knows the right value of the money spent on one customer support software, you would know what is worth the value.

The question is, why should I spend more if I get the same features and functionalities in at least a 40% lower range?

You should be spending more time growing your business and not thinking about the pricing to pay to customer support platforms. Desku provides a very clear and transparent pricing range that is affordable for any business range.

Let’s explore Intercom Features to see the worth-burning pockets.

Intercom Features: Is it worth the Intercom Pricing?

Long gone are the days when Intercom’s Business Messenger (live chat) and chat features stole the spotlight as the most sought-after functionalities.

Yes, surely it is the same as before, but now you have to pay for customising it!

Customize it with chatbots, apps, and knowledge-based articles for a personalized touch.

What’s more, integration with your SaaS product allows targeted messages and automated chats, ensuring seamless customer communication.

But wait, there’s more!

The intercom goes beyond messaging with a plethora of impressive features:

📩 Help Desk (Team Inbox)

📇 Basic CRM

📧 Email Marketing (Outbound Messages and Campaigns)

💡 Knowledge Base (Help Center Articles)

🚀 Product Tours

🤖 Bots

Talking about the Automation that they are very proud of. Intercom recently introduced “Fin” which is AI and Virtual Assitant.

The main functionality that it will help in are:

• Seamlessly Natural Conversations
• Flawless Human Handoff
• Clearing Doubts from the Start
• Fin Conversations: Your Dedicated Inbox

But, mostly some of the features are “coming soon”. Meanwhile, let’s break down the Intercom Pricing.

Intercom Pricing: Saving you from Burning your Pocket

When you enter the Intercom Pricing page, you will see the big phrase-” Support. Like you’ve never seen it before”. The phrase proves it very wrong when anyone will see the pricing plan and even better when hidden charges will be applied.

The costs are also influenced by the number of users and the outreach achieved through outbound messaging, making it difficult for businesses to assess the total costs before committing to a subscription.

It is not just our observation but we have asked Intercom Users, and this is what they have to say about the Intercom👇🏻

What do you dislike about Intercom?

:- Pricing can be lowered, it is the highest among every customer support platform in the market. It is a brand no doubt but really there are tons of help desk customer support who are serving the exact features and at half prices. 

Intercom is only raising its prices rather than lowering when we checked the last time, they served 4 pricing plans but right now it serves only 3 and that too they have only mentioned the pricing in the first plan and the rest are “Custom”

Case Studies: What people have to say about Intercom

These case studies illustrate how different types of businesses utilize Intercom’s pricing tiers, highlighting the perceived value and challenges associated with the costs.

Case Study 1: Startup X

Overview: Startup X is a newly established SaaS company with a small user base. They opted for the Starter pricing tier, which costs $39 per month and accommodates up to 500 monthly active users (MAUs).

Business Context: Founded by a group of young entrepreneurs, Startup X aims to provide a unique software solution. With a limited budget and a growing user base, they needed a cost-effective solution for customer engagement.

Intercom’s Value: By selecting the Starter tier, Startup X gains access to essential features that enhance customer interaction, including targeted messaging, user behavior tracking, and chat support. This tier aligns well with their current needs, but the pricing structure raises concerns about scalability as their user base expands.

Case Study 2: Growing Business Y

Overview: Business Y has seen significant growth, reaching 3,000 MAUs. They upgraded to the Grow pricing tier, costing $99 per month.

Business Context: Initially a small business, Business Y has rapidly expanded and now requires advanced features to manage customer communications effectively.

Intercom’s Value: With the Grow tier, Business Y accesses automation tools and custom bots that streamline repetitive tasks. This upgrade allows them to focus on strategic initiatives, leading to improved customer satisfaction and retention. However, the cost of upgrading raises questions about the long-term affordability of Intercom as they continue to scale.

Case Study 3: Enterprise Z

Overview: Enterprise Z is a large company with over 20,000 MAUs. They require the full suite of features available in the Scale pricing tier, which is priced based on their specific needs through a personalized quote.

Business Context: Operating in a competitive industry, Enterprise Z understands the necessity of exceptional customer support and personalized experiences.

Intercom’s Value: The Scale tier offers a comprehensive suite of features that empower Enterprise Z to deliver superior customer experiences. However, the lack of transparent pricing and the potential for high costs associated with additional features and user seats make budgeting challenging for large enterprises.

How does Intercom Pricing Work?

• Resolutions: Pay for the number of completed answers from Fin the chatbot (if installed). AI solutions like Fin can significantly decrease support volume by automating responses and streamlining workflows.
• People Reached: Pay based on the number of individual users who received at least one Outbound message from you.
• Seats: Pay for each teammate and their seat.

Subscription Stage In Intercom

Talking about subscriptions, you have to pay for the subscription plan that you have chosen, of course. The started plan of $74/month is the minimum, so it can go with the small business.

The higher-tier plans are specifically tailored for large support teams, offering advanced collaboration, security, and reporting tools.

Fin includes the minimum of 2 seats that are billed for $89/month, billed monthly. For the annual subscription, it will be around $74/month.

“Credit Card details are a must, without that you won’t be able to use the platform”; in a way, it is a task before you just go and start using.

What is Fin AI Agent Intercom Pricing?

• Free Trial: Enjoy a complimentary 14-day trial of Fin’s services.
• Pricing: After the trial period, each Resolution will be charged $0.99. The Fin AI Agent provides advanced AI-driven responses, significantly reducing support volume and enhancing workflows.
• Billing: You will only be charged when Fin successfully resolves a customer’s query.
• No upfront cost: There are no initial fees; you only pay based on actual resolutions.

Additional Seats:

Starter Plan:

• Each additional agent seat costs $19/month.
• Maximum of 25 seats allowed.
• Features like multiple team inboxes allow support agents to manage customer communications more effectively by organizing inquiries from various channels.

Support Pro Plan:

• Each additional seat costs $79/month.
• Resolution Bot (add-on):
• Additional cost of $49/month.

People Reached:

Intercom billing is based on the number of unique users who received an Outbound message or engaged with Outbound Custom Bots.

Starter Plan:

• A minimum of 1,000 people were reached.
• Proactive support features, such as automated messages and tooltips, are essential for enhancing customer experience and engagement.

Keep in mind that the pricing for additional seats and the number of people reached may cause fluctuations in your monthly subscription cost.

Make sure to consider these factors when calculating your total expenses.

Intercom Early Stage Essential Plan

Early-Stage Startup Option:

• Tailored for early-stage startups.
• Offers a generous 95% discount.
• While the Early Stage plan offers significant discounts, certain usage-based charges, including those for Fin AI Agent resolutions, will still be charged at list price.
• Includes Support & Engage Pro and Product Tours.

Eligibility Requirements:

• The Early Stage plan has stringent requirements for qualification.
• Not all startups may meet these criteria.
• Limited Duration:

If you qualify, you can enjoy the benefits for one year.

• After the first year, you will be transferred to one of Intercom’s more expensive subscription plans.

Free Intercom Alternatives to Choose From

Looking at Intercom Pricing, it is obvious that people will always look for an alternative and cost-effective option for the business.

Businesses seeking cost-effective solutions can explore free Intercom alternatives that offer similar functionalities without the high costs.

People will always look for customer support software that provides the same features and functionalities but have lower pricing compared to Intercom.

The best tool that people will always come across is Desku, which has everything that Intercom have to serve that too in budget.

Desku: Best Intercom Alternative for Customer Support Teams

Desku is the first option when it comes to Intercom Alternatives as it has almost similar tools that Intercom gives with the burning pocket. Features like Ticketing System, Live Chat Software, Knowledge Base, Chatbot, and AI-Virtual Assistant.

Desku offers various features designed to enhance the efficiency of customer support teams, such as response prioritization and AI solutions.

Top Features of Desku:

• Ticketing System and Shared Inbox
• Live Chat
• Knowledge Base
• Chatbot
• AI-Virtual Assistant
• Third-Party Integration
• Social Inbox
• WhatsApp Commerce
• Customer Management
• Reports and Analytics

These features are crucial for support agents to effectively manage customer interactions and support tasks.

and more…

Pricing of Desku: Simple and Affordable

The basic plan starts at $19/month, billed monthly which has its dedicated features available accordingly. There are no hidden charges for the features that are provided or mentioned in any plan.

Desku also offers a Proactive Support Plus add-on, which includes various tools like banners and in-product chats for an additional fee.

Addons of Desku are charges as shown in the image below where it has AI-Virtual Assistant and Proactive Chat. Which in turn, also has the minimum pricing.

The simple pricing plan is an attractive plan that allows customers to get a clear idea of how the business can benefit from Desku and what will be the budget considering as Desku has no hidden charges.

Get all the detailed pricing plans before you even register with Desku. The simple subscription helps in getting clear ideas.

Bottom Line: Get over Intercom Pricing and Choose The Best

Choosing the right customer communication platform for your business is a significant decision. When it comes to Intercom Pricing, it is way high for every business to afford and that’s not it. It has so many hidden charges to evaluate and pay for according to use which constrains the budget which is set. Factors such as channel usage and specific features like Fin resolutions contribute to the final amounts businesses must consider when budgeting for these services.

Going for the Intercom Alternative is the only way to afford the Customer Support Platform for the Business. The thing with Desku is, you only have to pay what price is stated to you and no hidden charges. You can always explore the Desku platform by taking the 7-Days Free Trail. and look for yourself.