Intercom Reviews

Easy way ro communicate with your customer

Pros:

Easy way ro communicate with your customer with a variety of communication tools. Keep a database of all your customers and their conversation history.

Cons:

Having used other software in the same category, I find it a little more difficult to communicate with multiple customers simultaneously by switching from one conveersation to another, but this in no way detracts from the quality of the platform.

A pricey but extremely competent choice of chat

Comments: Very well! everything from sales calls, onboarding, setup and support have worked very well.

Pros:

Integration was easy with webhooks easy accessible. It is also very easy to customize chatflows with many different response options, making it a breeze to set up multiple scenarios. I do also enjoy the customization possible to for example have different chat prompts depending on the webpage a visitor goes to. On the other hand this is sometimes a bit overwhelming - I want to explore more and a customer success manager would be nice to have for this.

Cons:

The price. Honestly, it seems like they try to raise and raise to squeeze a lot of money out of small businesses. Also, their pricing model is pretty difficult to understand, so be aware of all the choices you make during your sales call/order.

Fairly unreliable tool

Comments: When it works it is great, but the support team often avoids helping with issues and isn't available during a major outage.

Pros:

It has great features, when they are working correctly.

Cons:

There is no live support. During major outages, which are far from uncommon, it is impossible to reach anyone. Their support is only available via chat, with 1-5 business day response times. Since the support team uses the same chat platform they offer to customers, it isn't possible to reach someone during a major outage. The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support.

Intercom is a great support system tool

Comments: Quickly and simply, I can access the Macros and write/update the articles in the assistance center. Streamlining the process of submitting tickets to the correct division for handling user concerns. It's a time saver for all teams because they can deal with it themselves.

Pros:

Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives. I appreciate how simple it is to locate articles and macros to distribute to my clientele. The addition of emoticons and gifs to the discourse is a nice touch, as well.

Cons:

Previous software allowed us to see the customer's input before he sent it. This allowed us to quickly respond to his query by reading it as he was writing it. If only I could keep seeing it.

A love-hate relationship with intercom

Comments: Overall great but could be much better if some of the above mentioned pain points are sorted.

Pros:

For the most part intercom is a great product. We like: 1. the chat function. Clean, easy to find most information we need for support chats. 2. many useful features other than chat support: Help center, proactive supports.

Cons:

1. Multi-locale support. I have been using intercom for about 3 years now and I am still shocked that there's no support for multiple locales in articles and messages, which are common on other platforms. In both jobs that I used it for we cater to very international audiences. This means that for every message and article we set up we have had to set up multiple of the same messages with a different suffix to distinguish the language. 2. Long lists of event and user properties. if you work with a big/complex products, there will be tons of events to use. It's sometimes difficult to find what you need, especially if you are not familiar with the lexicon, in that tiny dropdown list. 3. Support chats sometimes go to the user's email. This has happened quite a lot to us and we have got really frustrated users because of this. 4. A bit slow. I have always found navigating through intercom to be rather slow. I feel like I have to wait every single time I click on something.

an excellent tool for streamlining product onboarding and simplifying the adoption process.

Comments: With Intercom we can onboarding experience and begin crafting new workflows that precisely target the right audience, making it extremely valuable.

Pros:

Intercom provides a user-friendly onboarding solution that offers flexibility in promoting our products. It allows us to easily create and test flows, utilize segmentation, and make use of templates for targeting specific landing pages. Setting up flows is straightforward, and Intercom continually evolves to be even more helpful in delivering the right messages for creating additional flows, resulting in a positive user experience.

Cons:

nothing really that I dislike, where Intercom offers a professional service ensuring that everything is done the correct way.

A Workhorse

Comments: It's the workhorse i was looking for in my department.

Pros:

Easy to deploy in your platform and start working on it.

Cons:

It could have better metrics for your analysis.

Great all in one

Pros:

Intercom has a wealth of features meaning its a one stop shop for businesses.

Cons:

Unfortunately you can easily get locked in due to how many features sit under one roof. Making it easy for Intercom to up prices.There may be individual services superior to some intercom features. But none of them do an all in one package like intercom do

A great support system tool.

Pros:

It is very good for dealing with live tickets as it allows you to distribute tickets to several people in the company. The AI they are putting in the chat is also cool.

Cons:

As you have a large team, the price can be a bit difficult to scale.

Great for the money, Lots of customization to be had if you want to take the time.

Pros:

Intercom can be your all-in-one, one-stop shop for EVERYTHING related to your communication with Customers, new and soon-to-be users, and any support regardless of how it gets to you.

Cons:

It can be very time-consuming to include all features in your workflow and allow for it to work properly.It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated into other systems.

Engagement with Customers is Great!

Comments: It is an easy choice if you want to create unique, engaging customer journeys! It also connects to many other tools, so it's a great addition to any software stack.

Pros:

I like that we are able to gain insight, offer promos, convert leads, provide support, host a help center, and create unique customer journeys right from within one platform. The Inbox feature is very helpful in providing quick and easy support, especially when using the Intercom mobile app!

Cons:

There are few things I would consider cons about Intercom. I wish they offered a bit quicker support, as I often wait a day to hear back, but it is a minor detail compared to the value we get from using the platform.

More than a messaging platform

Comments: We are using Intercom as our main costumer messaging platform in all our ends, from emails to customers to internal communications for our team. Intercom does everything in a neat and easy way.

Pros:

In a few words, using Intercom is such a wholesome experience with zero to non competitor in the market who can compete with his top notch features and constant improvements. There is always something new in the works to make it even more useful.

Cons:

The overall quality of the SaaS is very good, but the price you have to pay for everyone of the features is a bit too much compared to what is offered from the competition, don't get me wrong, being at the top of the list comes with a hefty price tag.

Advertising for Intercom in every E-Mail

Comments: We have been using the solution productively for some time now, then discontinued it for cost reasons. Now a plan was booked and cancelled in a new subscription structure again as a test. In the plans up to Pro, the customer also figures as an advertising slingshot, since an advertising line for intercom is always included in every e-mail. Since we did not want this at all (after all, the plan already costs 99 dollars / month) the test was finally cancelled. Intercom didn't want to offer a solution to this, except to offer updates to the next higher subscription (499 dollars / month) which is not affordable for a small company.

Pros:

+ Beautiful design, with many useful details. + Good iOS and Android app with slightly limited operation. + An easy to understand messenger for the customer. + Customisable messenger with colours, text and details.

Cons:

- High price and only monthly plans. - Platform only in English. - Minimal help center, but large but confusing Academy pages. - Tedious setup help, although the setup itself is not complex. - Support replies take up to two days, in English only.

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).

Industry leader in category of customer communication

Comments: Intercom has grown to become an (almost) 1-stop-shop for all things customer communication related. Both sales, customer support, product etc. can benefit from directly using Intercom to communicate with your applications customers.

Pros:

A powerful platform that allows to view your customers session and meta data, instantly send targeted messages and set up email/in-app messaging campaigns, create help desk articles for self-service, automate workflows with bots and rules, onboard your application

Cons:

The increase of features and modules have brought the complexity of the software up. It's easy to get up and running (require 1 line of code), but the road to fully adopting the suite of tools is long.

A true ecosystem

Comments: We have stuck with intercom for 4 years at this point and no plans to leave. I think that is testament to how strong an offering they currently have.

Pros:

I would not have written a positive review about Intercom 12 months ago. There were too many small grievances with the individual features that were all building up. Recently the platform has matured enormously. It feels like the team at intercom has come into it's stride. New features like Series, Guides ect and most importantly - how they all work together - has made it a much better experience.

Cons:

Currently my 2 biggest gripes are cost and customer services. I do think for a scale-up the price gets very steep very quickly. The customer support thing is more annoying - a core part of Intercoms offering is instant-chat. I remember 2 years ago their own instant chat was really great - now it can take a long time for a response to come in.

The really bridge the gap between customers and our service

Comments: Their customer success team is great, even on the days when I'm not the most gracious customer. I even try to emulate some of their practices because I feel heard as a customer when I suggest features or report what I think could be bugs in the system.

Pros:

The ability to converse with our customers quickly and seamlessly between email and the messenger app is great. They've thought through this feature set very well and it brings us very close to our customers and we are able to convert leads very well through this service too. Other similar apps function the same, but their UI/UX is lacking compared to Intercom. The actual feel of the app is clean and friendly and dare I say...even fun to use. Customer success at Intercom is also excellent, they've got our backs and I appreciate it (although getting paired with someone in a vastly different time zone can hold up ticket times on our end).

Cons:

There are some gaps in the help center and email features. It would be ideal to create/edit documents in a manner closer to Microsoft Word or Google doc, as those are the standard for editing documents these days. Little things like not being able to create a list inside of a document the way I would in other apps can be frustrating, but there is usually a workaround of some sort that will suffice (I'm just picky). It would also be nice to only be paired with their team members in our time zone. Working in the US and then being helped by a team member from Australia means our ticket times take much longer and conversation is hard to do in real time.

A lot of features but overpriced for startups

Comments: Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.

Pros:

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Cons:

Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.

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.

One of the best tools designed to enable us to quickly respond to customer inquiries

Comments: Most website users are afraid to use live chat to ask questions, so we helped Intercom attract their attention and enable us to initiate questions, and this enabled us to gain their trust and include them in the lists of potential customers, so that we could always update them on new campaigns.

Pros:

Intercom's capabilities enable us to interact with our website visitors in an intelligent way, as the automation and artificial intelligence available in Intercom enable us to prepare a list of appropriate answers to the questions we receive frequently so that we can respond to customer inquiries quickly. As for the distribution of email coming from customers, the process is smooth, as we can customize the settings so that the incoming mail is sorted by specialty and sent directly to the relevant members. The control panel provides a lot of tools through which we can better track customer tickets, limit the outstanding tickets, and request assistance regarding them, ensuring that there is no delay in responding. It's also nice how we managed to restrict visitors from sending many useless tickets and using bad language when chatting.

Cons:

Ease of use depends on the correct setup as well as customizing the tools to suit the duties of the team, and any mistakes in that will make things look very complicated.

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.

Best CRM for Startups and Small company !

Comments: Intercom helped us to embrace the *fear* of customer interaction and how it's important to communicate and interact with your community. It took us some time to understand and embrace it but after practicing and using their tools, it gave us the opportunity to learn more about our members.

Pros:

Intercom have helps us so much to embrace our members and have an active relationship with them.One of the things that is very helpful is its user-friendly interface. The platform is easy to navigate, and it has a clean and organized layout that makes it simple to find what you need.The chat feature is intuitive and easy to use. It has allowed us to be quick and efficient with our communication when our customers are struggling with our services.Lastly but not least, the integrations are super important, so I do appreciate that it has a variety and range of important software app like Slack, Sendgrid, Gmail and social media because it helps us to keep the communication and interaction in one place !!

Cons:

I think the only thing that was hard to adapt on, it's the price. We had a super amazing one year trial as a startup but, if you're still struggling and you loose your startup perk. It can hurts on the pocket if you start to pay the real price. So, we had to keep our service on the minimal settings to avoid paying a price that is still yet difficult for us to pay.

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.

Easy-to-use tool with great features to make supporting customers a breeze!

Comments: We have been able to resolve customer questions in a much quicker time simply because we can access help articles quicker, get other team members in on the conversation more easily, and use integrations like co-browsing and attaching help articles to resolve a problem more quickly. Overall, Intercom has been a great experience compared to our past customer support apps and we are happy to be using this to improve our customer's experience in our app.

Pros:

It is great to have the ability to do so many things within one app: chat with our customers, write help articles, link help articles to our customers, send out messages to groups of people, easily find previous conversations, and create reports to monitor our progress. Intercom has really made our support workflow simple and much less confusing than other software tools we have used. They also integrate with a number of different tools (GitHub, ZenDesk, Upscope co-browsing, etc.) so anything that Intercom can't directly do, we can find a way to do through an integration.

Cons:

The Customer Support response times from Intercom are a bit long, but the team is always helpful and resolves any questions we have. I also wish the Articles were a little more built out - they just have some simple feature there, and it would be nice to have a more robust help center with the flexibility to format our articles the way we want and organize the collections differently.

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.