Intercom Reviews

Not Much Competition

Comments: Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Pros:

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow. Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex. Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Cons:

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves. Given they are the industry leader, it can come at a premium for a larger organizations.

Review on Intercom

Comments: It has significantly improved my team's efficiency in handling customer queries and has made our support process more personalized and engaging. I would highly recommend Intercom to any business looking to enhance their customer support experience.

Pros:

As a user, I've found Intercom to be a highly efficient and user-friendly platform for customer service. I appreciate the real-time messaging capabilities, which allow me to quickly respond to customer inquiries and streamline the support process.

Cons:

I sometimes find that the platform's extensive feature set can be overwhelming, making it challenging to navigate and fully utilize all the available tools.

Awful product with terrible support

Comments: Support was terrible. They often provided 'create something custom through our API' as the solution to most of the inadequacies of the product. They also rarely listen or read the problem correctly and I would spend a bunch of time trying to implement the solution they provided only to find out it didn't meet any of the criteria I provided. You know its bad when a support tool lacks good support!

Pros:

Admin interface is visually appealing. Widget is not.

Cons:

Lacks basic/rudimentary functionality. Simple things like auto triggering a message at the company level when specific criteria is met is not possible. Tagging system is not easy to use and lacks basic features. Can't customize inboxes as needed. I felt like you product blog was so delightful that your product would be the same but it felt like you weren't living your word. Nothing was easy on this product.

The chats are well organized and the interface is easy to use

Comments: Productivity is boosted when clients are given the tools to address their own issues thanks to a comprehensive knowledge base (KB) that addresses frequently asked questions (FAQs). Because of this, support staff are spared the hassle of repeatedly responding to the same inquiries and may instead focus on more complex issues.

Pros:

I am not aware of anything Intercom is doing at the moment that could be useful to our firm because we have switched to a different service. To my knowledge, the snippets support name integration.

Cons:

While competing software may provide knowledge managers greater say over their presentations, I find that the trade-off isn't worth it. Still, there are occasions when extra formatting options for authors and editors would be welcome.

Intercom: The Chat Solution Your Business Needs to Succeed

Comments: Our overall experience with Intercom has been positive. The product has enabled us to provide better support to our customers, improve our workflow, and make data-driven decisions. The features are comprehensive and easy to use, and the integration with our existing business processes was seamless.

Pros:

I appreciate Intercom's comprehensive set of features that enable businesses to provide personalized support to their customers in real-time. The mobile access and customizable branding features, in particular, enhance accessibility and improve the customer experience. The screen sharing and third-party integration features are also impressive and have made our workflow more efficient.The most impactful features of Intercom, in my opinion, are the chat/messaging feature, website visitor tracking, and activity tracking. These features enable us to communicate with our customers in real-time, make data-driven decisions, and improve our chat strategy. Overall, the product is easy to use, and the integration with our existing business processes was seamless.

Cons:

One thing I didn't like about Intercom was the pricing, as it may be more expensive than some of its competitors who try to accommodate even start-ups, at low rates. Additionally, some features, such as the offline form, could be improved to provide more flexibility and customization options.

This software help me a lot!

Pros:

Intercom makes it simple to interact with customers; its simple and user-friendly design allows me to easily start and maintain discussions. Furthermore, its customization options enable me to personalize communications to certain customer types or deliver targeted messages based on automated triggers. I really appreciate how Intercom can be coupled with other platforms such as Salesforce and Zendesk, which allows me to communicate with clients in a number of ways. The reporting capabilities of Intercom are particularly beneficial for identifying user activity and responding fast to customer needs. Overall, Intercom is a great tool for staying in touch with customers, whether through newsletters or automated support.

Cons:

The intercom system has been commendable, with only a few minor hiccups or delays here and there which are understandable. Apart from that, it functions without a hitch, and this is a testimony to the diligent work put in by the development team. Their efforts have been invaluable in ensuring a smooth operation of the intercom system.

Intercom review

Pros:

It's a great way to communicate with customers, whether I'm sending out a newsletter or providing automated support. It's also very intuitive and user friendly, allowing me to quickly set up and manage conversations with customers. I also appreciate how customizable it is - I can tailor messages to specific customer types, or use automated triggers to send personalized messages. I especially like the ability to integrate Intercom with other tools like Salesforce and Zendesk, making it easy to stay connected with customers in multiple ways. Intercom's reporting features are also very helpful in understanding user behavior and responding to customer needs in a timely manner.

Cons:

Although the system is very effective, it is not flawless; I have experienced some technical issues, such as bugs when programming with the resolution bot and macros not displaying. Additionally, I have found that I sometimes need to open multiple tabs to perform certain tasks.

Keep your Customer Satisfied with your Service Response

Comments: We use it for instant support for our SaaS product and ensure that customer concerns are clarified instantly. And we use it for lead generation from our website as well. Overall it is really useful and valuable tool for both Customer Support and Response.

Pros:

Great multi-channel messaging platform with advanced segmentation. Helps to connect customers with our team immediately to resolve their concerns immediately.

Cons:

The initial setup was a bit complicated and customization has some limitations. Has some issues when dealing with multiple products.

Review on intercom

Comments: We have significantly reduced the resolution time for customer inquiries by leveraging the platform's ability to access help articles promptly, effortlessly involve other team members in the conversation, and utilize integrations such as co-browsing and attaching help articles to swiftly resolve any issues that may arise.

Pros:

As a consumer, I have observed that Intercom is a remarkably effective and user-friendly tool for managing customer service. I am grateful for its ability to offer real-time messaging features, which enable me to promptly address customer inquiries and simplify the support process.

Cons:

At times, I perceive that the platform's broad range of features can be overpowering, resulting in difficulties in navigating and comprehensively utilizing all the provided tools.

Intercom is great.

Pros:

Intercom is great for chats ,emails, and data collection.

Cons:

Sometimes there is a lag in intercom and some data metrics are harder to find than others. Also the connection with other platforms could be easier.

Adds Much More Value Than You Realise

Comments: While the price tag for Intercom is not small, especially for startups launching their first mobile app versions, it has consistently proven to be one of the most valuable assets for teams in terms of user support, communication & out-of-the-box development readiness.

Pros:

The in-app chat feature (with its cross-platform support for React Native and Ionic) is absolutely the biggest differentiator for Intercom. It is a critical part of our day-to-day operations & every client that has gone the route of implementing it with us has been hugely surprised by the large amount of value it adds to end users.

Cons:

We are facing ongoing complications differentiating identified and unidentified users. The experimental API available for Android seemed to be heading in the right direction to solve this, but we haven't seen updates on the stub implementation for iOS in over a year (https://github.com/intercom/intercom-ios/blob/master/Intercom.framework/Headers/Intercom%2BExperimental.h).

My favourite support tool

Comments: Only good experience overall
Great support team
Price could be better

Pros:

Easiest support tool to have. Makes your team very accessible, also makes the support process simple for the end users Good integrations and useful statistics provided

Cons:

Pricing - it is not very cheap. Pricing also often changes Help center tool - it could really use some help and updates Also, a lot of Add block tools catch Intercom as an ad and blocks it - thus creating inconvenience for end users having to choose between

Great product, poor pricing and support

Comments: Intercom helped us provide better support and engage more visitors and clients.

Pros:

Intercom is super easy to use and implement. It's packed with time-saving features.

Cons:

Their support team is driving us crazy. It can take them up to 10 days to reply to a simple question. Their pricing is also super frustrating. We're paying more than 500€/month. For a company with less than 10 employees and 1,300 paying clients, this is a lot of money. Despite what we pay, we don't have access to their most recent features.

No support, outrageous pricing and shady billing practices

Comments: We used to love it but their pricing is exorbitant and opaque. Once you are in a one year contract good luck getting hold of anyone to cancel it. They take over a day to reply and send you some minimal canned answer. There's nowhere in the interface where you can cancel or modify for the next billing period. and the whole thing is set to auto renew by default. Used to like them, now hate them in the extreme.

Pros:

The actual product works well. We'd have stayed using it for a long time if not for the changes in their billing and support.

Cons:

The support is now the minimum it could possibly be, even if you are spending $1200 a month with them. Good luck getting hold of someone. If it were to sell us some new aspect they'd probably reply in a snap.

Mostly great, with some glaring issues

Comments: Mostly positive, but even so we are in the process of switching to another tool that has more straightforward pricing and complete features.

Pros:

Generally Intercom is easy to use and their documentation is quite good, so it's usually easy to find the answer to any question we might have. Anytime a new feature or change is rolled out, they offer pretty solid onboarding and walk you through how to get the most out of it. In terms of capabilities, I'd say Intercom offers more than most. Many options for integrations. We use it for lead generation, email marketing, customer engagement, and tickets. In all cases it is pretty quick and easy to use and easy to collaborate with team members.

Cons:

We've been using Intercom for years without any significant issues, but over the past 2-3 years it has grown and evolved in ways that haven't always been positive. Their customer support is much slower and less responsive than they once were. As they've added new features and capabilities they've also increased fees and now you have to pay separately for every tiny thing. It seems like every single feature in the platform requires a paid upgrade and this rapidly and significantly increases the cost. Reporting is very weak and only goes back a few months (it's so bad that we don't use any of it... all of our reporting is done externally with integrations).Finally, and perhaps most significantly, many of their features don't really work the way they are marketed or the way that you'd expect. This has led to continuous disappointments when we learn that certain features don't really do what they claim to do. They are must more limited than they appear, and when you speak to their customer support about it they are always scrambling to offer you some sort of a workaround. Workarounds can be fine, but they shouldn't be required so frequently, especially for such an expensive tool.

A powerful messaging platform for customer engagement

Comments: Intercom is a cloud-based messaging platform designed to help businesses communicate with customers in real-time. It offers a suite of tools that include chat, email, and in-app messaging, which enables businesses to interact with their customers seamlessly.

Pros:

Intercom is a robust messaging platform that offers businesses multiple communication channels, customizable messaging, and powerful analytics. While it may be relatively expensive, it is an excellent option for businesses seeking to improve customer engagement and streamline their customer communication strategy.

Cons:

While Intercom offers some customization options, businesses may find it challenging to make significant changes to the platform's appearance and functionality. Intercom's advanced features may be overwhelming for businesses that are new to messaging platforms, requiring a learning curve to utilize the system effectively.

Intercom is The Best chat/support tool available

Comments: The business problems we are solving using Intercom are managing incoming requests and sending in-app messages and emails. And Intercom does this with flying colors. Regardless if a user messages us live on our site, via email, or even Facebook, our support team is easily able to reply and help. It also integrates perfectly with our app to provide full visibility of a user easily accessing their profile to gain deeper insights to assist the user even more effectively. There's a reason Intercom is growing so quickly; because it's a great product and is built with quality.

Pros:

What I like most about Intercom is how easy it is to jump in and begin assisting users with their questions and requests. It's been an invaluable tool for communicating with our users (both clients and developers) on Codeable and we've been relying on it 365 days a year for 5+ years straight. There are so many new features they keep releasing which are often things we didn't realize we need until we tried them and discovered we can't live with them.

Cons:

For the size of our support team and number of messages we send, Intercom is one of the more expensive SaaS products we use. There are other services that may manage a support center better, but those don't provide the same quality of live chat, self-serving help center, or messenger bots that Intercom provides. While cost is a consideration for all companies, we feel Intercom is still the best value for the money and are happy paying the price for all the value it brings us.

Intercom is a decent tool with broad uses

Comments: While the tool has a great deal of potential, the quality of the support and account management teams are horrific. (They used to be much more skilled but as the company scaled the knowledge/expertise of the support and customer success teams dropped off a cliff, often knowing little to nothing about their own product).

Pros:

Intercom is great for communicating within your web based product via chat. It's relatively effective as a marketing channel for in-app communication to customers. It has fair amount of rich content options, though they cost extra.

Cons:

Compared to Drift, Intercom is extremely limited for a sales/lead-gen channel when used on a public website. It's pricing model is also crippling for high traffic sites. The customer support and account management is absolutely horrible.

Good product let down by atrocious customer support and shady pricing practices

Comments: We've been with Intercom for a number of years and unfortunately the customer service in the last 18 months has been atrocious. It's not possible to call anybody... everything is done via chat, which would be fine if they responded in a timely fashion but often it takes weeks to respond and often they'll just go radio silent. The irony. Whilst the product is very good, it will get VERY expensive VERY quickly once you start using the whole suite of products. Their constant changing of product names and pricing options is annoying to say the least, particularly when you come to use a feature that was previously within your package only to find it's been moved into a more expensive package and you need to upgrade to use it. Oh, and then there's the annual auto-renew buried in the small print so if you decide to move away from Intercom which we have just decided to do, you'll probably be tied in for longer than you expect.

Pros:

The software to be fair is the best integrated product out there if you need live chat, knowledgebases, chatbots, outbound marketing etc., all in the same package. The range of features is VERY comprehensive. Outbound campaigns are really nice as is the knowledgebase.

Cons:

Notifications for incoming chats are poor. If your support team are doing tasks other than sitting on Intercom all day it's easy to miss incoming chats. The AI bots are more miss than hit in my experience when it comes to suggesting solutions and some of the bot responses are simply bewildering.

Effective, Easy to you, and worth learning additional features

Comments: Overall it has been good. I took the time to learn about some of the features and it has benefited me and the team greatly.

Pros:

I enjoy the interface and how you can create macros. It is easy to collaborate with the team.

Cons:

It can feel a bit anti-intuitive at times. This is something that has stopped us previously from using the product. There is also the hidden/paywalled features that are priced excessively that you need to contact a sales team to get.

Aggressive, Slow and Incompetent staff

Comments: They charge through the nose and treat long term customers like neglected children

Pros:

It used to be good 5 years ago but now it’s overpriced

Cons:

We are moving from intercom to a different chat provider after being with Intercom for 5 years. Fundamentally Intercom still charges a lot more than the competition but is no longer the market leader. I told intercom that we are going and [SENSITIVE CONTENT] offered us a better price. At first we were interested as there is a bit of hassle in moving. But I couldn’t believe what happened next… [SENSITIVE CONTENT]was incredibly slow to reply and unprofessional. He probably is dealing with 1000 other customers who are leaving. Eventually he retracted the offer after a month after not “getting approval”. Why did he offer that in the first place? This is a slimy sales tactic straight out of the book. He never had any intention of matching the offer we received from a competitor. After I complained that [SENSITIVE CONTENT] had wasted 1 month of time stalling us from leaving, he sent an aggressive reply in all capitals! I’m shocked and disgusted at this behaviour from a company. Im cancelling my intercom account and moving to a company that appreciates their long term customers.

Simple to Administer, but Lacking Support Functionality

Comments: Overall, Intercom over-complicates the routing and automation for Support tickets, and customization and reporting are limited. Intercom provides a CRM solution that is simple and easy to administer, but for the cost, you will likely find a better long-term solution elsewhere.

Pros:

Intercom was fairly simple to administer. Most features can easily be toggled on/off with a simple button and no complicated logic strings are required to set up permissions, workflow automation or campaigns.

Cons:

Our company used the Pro version of the software and, for the price, there were several basic Support features that were lacking. There is no ability to merge or split tickets for example, and the Reporting is not very robust. One example is "Median Time to First Response" - Average Tfir was only available on the top tier version. The "Inbox" system for sorting tickets can be cumbersome, and the ability to leverage bots was also limited by the subscription tier. Also, tagging tickets as recommended by Intercom makes the task challenging for a Support team - the hierarchical structures are overly complex and can be created by anyone (there is no ability to restrict tag creation in the user permissions) which can result in many duplicates and poor tracking of customer sentiment data.

Intercom Is (mostly) Great!

Comments: We use Intercom daily to help diagnose and solve a multitude of customer issues. As an admin, I have the ability to monitor chats, provide internal notes within the chat in real time for trainees, and make sure everyone is offline at the end of the day. There are a few flaws and Intercom WILL send you far too many emails, but overall this is a great chat tool for any customer service business.

Pros:

Using Intercom as our ECOM site's chat service has been very helpful! On the customer service team, we are immediately given the contact information needed to properly help a customer. Using Intercom alongside Zendesk has also been a huge improvement over our old chat/ticketing software as they work very well together. Our team also utilizes custom and team macro responses to give fast, accurate answers and assistance. Also, giphy integration!

Cons:

The default setting on Intercom has keyboard shortcuts turned on. It seems like most of them immediately close the chat. This can be easily solved by turning them off, but it is not made obvious on how to do so. Once they're off, it's smooth sailing! We have two customer service teams, and we often have agents going back and forth between the two. We use Intercom for both. The other downside is that it is impossible to be available on one and away/reassign on the other. You can keep it open in two tabs, but that's more of a workaround than a solution.

Going downhill

Comments: We were excited to use Intercom but over time their customer support, aggressive and intransparent pricing has made us increasingly dissatisfied with it.

Pros:

The customer support features that it offers that allow us to communicate with our users directly in our app.

Cons:

The pricing keeps changing and is not transparent. The software is slow in several parts of it. Many things that can be done in bulk need to be done one by one (e.g. changing a variable in a user/lead information). Lack of support: for a company that is within the customer support category Intercom's support is quite disappointing.

I'm so glad we switched to Intercom!

Comments: It is a tool that was built by its users, meaning the people who build it also use it. I can begin to describe how important this is.
They have not limited themselves to what others are doing and have rethought the entire process f customer support to build what everyone wanted. A useful, effective tool which makes customer support fun to do as a job as well as receive. We often get asked by our customers what support tool we use. We love intercom!!

Pros:

It's a tool that gives you what you need and it does it well. They are ahead of the game in all ways. It makes customer success seamless and proactive. It's a multi-tool. It's changed the way people perceive customer support because it makes it fast, effective and fun. They write their own books (Awesome!) and they host seminars to help use the tools better.

Cons:

They take a while to release new features, this is no surprise as companies will need different things. It does not have a merging tool to link conversations to the person already in the system. Sometimes you get duplicate leads/users. They can take a while to respond to support inquiries. They changed their pricing structure which, when it was priced per lead and not per agent, made intercom stand out