Intercom Reviews

"Small SAS Use"

Comments: Our main use for intercom is tier 1 chat support. Our users know that this is the fastest way to get ahold of us. In lieu of using a chatbot we've gone in and created a bunch of quick responses that we can go in and edit. This has cut down on the amount of time we spend chatting with a customer and it allows us to control the message that we are sending out across the board. We've also used campaigns to let our users know of new product releases and have sent out Net Promoter Score Survey's out in a campaign. I'd like to note that we do not use Intercom as a CRM for leads on enterprise accounts.

Pros: Intercom is really easy to set up and importing users into the software is really simple. It's nice to be able to create an online library of help articles and have it available for our users to find. The chat feature is what we use most and our users definitely enjoy how easy it is to reach out to us.

Cons: Our customers have a difficult time closing out of conversations or seeing actions on our screen that need to be taken on the right hand of the screen. The chat box will often times cause them to become more frustrated as they need to open and close the chat as we give instructions. The close button is in a circle under the chat, which is a spot that most people don't usually look for. There are a few customizable things that we'd like to see. Like the ability to create custom out of office messages or include holiday messages to let our users know we're either out of office or responding slowly.

"A good, cost effective platform to interact with customers"

Comments: We use Intercom in conjunction with Crisp Chat, and while Intercom is an 8 out of 10 (vs. Crisp's 5 out of 10 score), there are still some aspects left to be desired. Their knowledge base functionality is great, and the look and feel of it can be customized to best help customers. Chats can be displayed on our website in three main forms, which is helpful to be able to market/inform customers in fun new ways to keep them interested.
It's a good, and useful software, but it's not as robust as Drift. All in all, a good product that we are "happy" with, but not 100% satisfied with since some business functions are impacted by certain limitations.

Pros: The ability to send email campaigns, set up notification/chat campaigns and live chat with customers.

Cons: The one MAJOR negative aspect to this product is that once someone qualifies for a campaign, even if the campaign is deactivated, the person will continue to get the contents of the campaign until it is finished, or the campaign is deleted. *Note, if the campaign is deleted, all reporting and data tied to it will be deleted as well.

"A very simplistic tool to connect with your users."

Comments: Overall, my experience with Intercom has been great. It's very easy to set up and get it running on your site and it's very user-friendly from your customers/leads side. There are a lot of improvements that can be made but their support team is very approachable and helpful.

Pros: - The interface is very straightforward, You get messages from users and you reply.
- It allows you to snooze messages so you can focus on messages that are your priority.
-There are a lot of customizable options so you can make Intercom more like your company and less like Intercom.

Cons: -While metrics are simple and easy to follow, there should be more in-depth information like real response time. They use a "median response time" metric which to be honest is very confusing.
-There should be a limit on how many conversations a user can open. If a user wants, they can open unlimited conversations which can be a pain for your support team.
-There should be an option to delete messages in bulk.

"The review"

Comments: You might get lost when diving into these complex feature on your own, but the customer support is there to hold your hand, so don't worry you are supported all way along

Pros: The chatbot is a world class. Highly customizable to make sure that you can let the bot handle up to 50% of conversations. Product tours are also the best I have seen

Cons: The inbox is quite poor to use for email conversations only. The articles lack for customization options, too.

"Okay for chat, not for docs. Support is DIY"

Comments: If we are only using chat, then it's okay. No better than any other chat system and worse in many respects. We have moved our docs off of the Intercom platform to readme (not great, but better). We have moved our in-app chat off the Intercom platform to zendesk. We still use Intercom for our website chat.

Pros: The chatbot does have a lot of options. Nontechnical users can use the tool. You can structure automatic responses and decision trees to help direct the questions to the right people. That said, what customer or prospect wants to be treated this way? It's like the voicemail systems that require 5 prompts, before talking to someone.

Cons: The documentation feature (for housing your docs) is awful—readers don't know where they are, they can't navigate up a tree. They are beholden to search. The email rules don't always work. We set up a nurture for a separate persona (role) and even though one email rule said "don't send to role = dev" it still did. Support is DIY. Good luck getting someone to respond to you through their own intercom chatbot. Their response time is "1 day" but in four attempts at getting help, I've never received a response.

"Great software!"

Comments: Amazing. Felt like there were some scaling issues for a little bit, but overall our experience has been rock solid.

Pros: Intercom is super fast to set up and integrate. We rolled it out on 2 custom platforms and a wordpress site without issue.
Their support team is amazing and responsive to user feedback. (I use their conversations with me as an example to our support team sometimes)
Love their introduction methods for new and beta features.
The integration of each IC product with our custom software cut an incredible amount of time out of our workflow.

Cons: The reporting is probably the least prolific part of the software. When using messages to email customers or sales leads, as of 11/14/2018 there isn't an option to check for duplicate emails while sending messages out if your user/lead records have UUIDs imported from custom software. The only lack of feature that I felt was big enough to bring up in a review as the team is generally very receptive to our input.

"Integral to our support team"

Comments: Overall it's been great! I came into my office shortly after we switched from our previous platform and it's apparently been quite the upgrade.

Pros: -Provide great support (would be super ironic if they didn't)
-Make it really easy to train other people on the platform
-Reporting options since we moved to Inbox Pro have really improved
-Now that we've figured out the tags, we're getting super great data.

Cons: -The way they set up how you pick your hours of availability really annoys me
-While not common, we have experienced issues that we're pretty sure aren't user error (ie. need to refresh your page after turning on your beeping sound)
-A lot of the integrations require you to share out the emails of all of your clients which is annoying

"Great for small businesses and large support centers but not for in-between"

Comments: Intercom is overall a really good, professional product. They have great quality of support, good training material, and they still keep releasing

Pros: Intercom is really easy to use, it was reliable, and offers a lot of great features.

Cons: The solution's pricing doesn't fit medium sized organizations well. It's very reasonably priced if you have a very small team of agents and a few thousand customers, or if you are running a massive help center, but if you fall between the two, Intercom gets very expensive. Especially if you need to deal with SLAs and similar more advanced options.

"The best customer management platform on the market"

Pros: The usability is out of this world. All features are well thought out and works well. Complex features are being boiled down into easy understandable interfaces. Their support widget is awesome.
Also, the support is great.

Cons: The pricing is very high for a startup, and the structure of the pricing models are not easily comprehensible.

"Great product to use!!"

Comments: We are using intercom for improving health care of our blue-collared service providers. We use it as a customer chat platform and regulating engagement over the customer app.
And Intercom is one really great tool to be used!

Pros: The automation features reducing the effort of agents is definitely a +1 about this software. The use cases covered by this software when it comes to marketing campaigns and at the same time using it as a customer support chat are very broad and really fulfill the requirements and seems adequate with the amount being paid. This is definitely one of the great products I have come across. There are many other such software trying to replicate the same but Intercom is very far ahead in the race

Cons: The ability to customize the customer front (when used in the mobile sector) is very less which needs to be improved immediately since it affects the brand integrated with intercom.
One such feature is when messages are automatically triggered based on certain rules and they all create different chat heads in the customer interface.

"A feature loaded Chat Management Platfor"

Comments: Have been using Intercom for 3+years. They have added multiple features over a period of time. It has made our conversations with a potential customer and current clients precise and internal chatting also helps a lot.
The feature to share saved replies is beneficial

Pros: We have integrated with Intercom deeply within our system. It allows us to offer free trial account creation on our SaaS product vacationlabs.com.
We use it to chat with potential customers as well as current clients.
All our support related conversation happen via intercom

Cons: It's dashboard is a bit confusing. I somehow liked the earlier look and feel of the backend.
The app crashes sometimes and there is a lag in notification popup

"Unreponsive and caused a severe service disruption"

Comments: When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change. A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Pros: When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Cons: Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

"Too expensive for what I need"

Comments: Good experience

Pros: I liked the quality of the product and how easy it was to use

Cons: The price is way too high for a startup.

"Continually evolving... meaningfully."

Comments: Dealing with Intercom has been great. Their support is responsive. I think our account manager could have better response times, but no real complaints there since we have been make aware (accurately) how long before hearing from him.

Pros: I love how Intercom does a fantastic job with their core functionality -- keeping communication with users relevant and contextually significant.

Cons: Sometimes there are aspects of Operator that evade quick improvement to correctly identifying situations to serve the right information. However, their most recent feature, AnswerBot, has taken care of this weakness. AnswerBot has performed brilliantly and has been really easy to get up and running.

"Nice for customer service on a software platform"

Comments: Overall the experience has been good, but the price is quite steep...

Pros: I like that it tracks customers and what they do on the site. Being able to have customer available to our users at all time is critical for us.

Cons: I don't like how confusing the versatility features are. It's like they made it SO custom that it's harder for the average user to piece together.

"Best live chat solution on the market"

Pros: Intercom provides an unmatched quality of UX, front-end UX, pop-up, user tracking, and CRM integration and control. Many other solutions try to provide an in-app CRM, however, Intercom has truly perfected it.

Cons: We have loved most parts, coming from a different product we would like to be able to customize the widget itself. Additionally, the ability to customize your mail-from domain rather than their user-generated domain which doesn't look pretty.

"Intercom - Great virtual chat function"

Comments: Overall I would thoroughly recommend intercom, it is easy to use and a great product.

Pros: We use Intercom daily and it is great to allow a direct route for our users to to get in contact with any issues/queries they have. I like that you are able to integrate other tools including Google Meet and create articles for your clients to use as well as sending out messages and reporting.

Cons: The customer service can be quite slow and often takes a while for issues to get resolved and it can sometimes get quite slow.

"Innovation your customers will love!"

Comments: We communicate with our customers via intercom from our mobile app and websites.

Pros: All of the features are very easy to understand and implement. The custom bot feature is one of the best things I have ever come across with, while using Intercom. Custom Bots allow you to create great conversation paths and solutions for your customers, in any language. Is one of the greatest chat bots I have ever seen. The other features are also great!

Cons: The reports seccion needs a little more work, but they cope with it by letting you export all of your data. In other words, in order to get fully accurate reportes, you need to manually work the data, and sometimes is takes a while.

"My go to tool for customer satisfaction and product improvements"

Pros: At the simplest option, you have a nice website chatbot and help desk. Buy all of the suite and you have an awesome suite of tools that almost fully automates this function in your business. Intercom has loads of integrations to push things further like Slack, Salesforce and many others. CRM, chatbot, help desk - Intercom has been my go to for when building lean startups.

Cons: Can take some fine tuning with an engineer to get it working perfectly, but nothing in addition to what I'd expect.

"Worth the Price"

Comments: Best service tool I've used in 5 years working in the business, and I've used some different ones that were also paid for. Overall, the Intercom is the best

Pros: How easy it is to use for customer service, the tool leaves unified chats and e-mails, and has ready-made response options that make it a lot easier on a daily basis

Cons: It becomes very expensive because it charges per user, so the more customers and attendants, the more expensive it is for the company, and some reports are complicated and difficult to generate

"Great Customer Support Tool"

Pros: Easily the best thing about Intercom is how fluid it is to use for customer support. Their phone apps or message-to-email abilities make it easy for customer support reps in even the smallest of companies to provide speedy service. The interface is clean and relatively easy to understand, and the triggering options for marketing are very powerful. There isn't much I've looked for that Intercom hasn't been able to accomplish.

Cons: It does a little too much, one could argue. Developers need to be involved for this software to be used to the best of its ability. There are awesome trigger points, suppression points and other queues for marketing messages to pop up - but it does often require a developer to take a look and make sure it will fire correctly. Their newest UI release is actually less intuitive than the original, which is strange - but I'm coming from the point of view of Admin, and setting up new messaging rules - not as a day-to-day user. Perhaps it is different in this instance.

"Best Overall"

Comments: It's great for connecting with customers on the website. I usually reply very quickly because I have Intercom app on my phone.

Pros: The first feature we love the most is being able to write invisible for customer notes. Second - the ability to talk to existing customers without making them enter their info every time

Cons: I can't find Intercom exports in our customer relationship management system. They should have an extra property which identifies them as leads/customers profiles from Intercom.

"Software you need to keep connected customers with your service"

Comments: Great customer support team in Intercom which is obvious because those people developed one of the greatest customer support tools ever.

Pros: The perfect tool for customer support, communication, and overall customer management. Collaboration between team members withing the Intercom going smooth and with almost no struggle. We always know who works on what, when something is finished and what waits to be finished.

Cons: Bugs sometimes occur on the Android app and the app suddenly stops working. Which can make confusion when I need to finish something immediately.

"Intercom is everything you need has a crm"

Pros: Intercom makes easy to interact with your customers grouping all information in one place. Also it has a lot of filters and tools to help the support guys, and it's side by side with marketing tools. You can track every single visit of the customer to website, it's interactions and guide potential customers to buy your product. I've seen it working on several companies has a developer and customer, and it's one of the most powerful tools in the market.

Cons: Intercom is easily recognizable, would be nice make it's interface customisable to make it looks more like your product.

"Intercom is great and the potential even greater"

Comments: We love intercom! The tool is already great and we would'nt want to miss it. But the data available is yet to be tapped. Reports should allow to explore the data more and multi-language support is a real issue for us.

Pros: - Easy to use
- Easy to implement
- All the neccessary features to get you flying straight away (both in terms of support and sales)
- Gets you in touch with customers/potential customers better than any other tool we know

Cons: - The reports lack detail and the chance to dig deeper (especially in the B2B market)
- Custom fields are limited and you cannot delete them (sick pricing model though)
- Multi-language is an issue. If you service happens to be in any other language then English, chances are that cool features like custom bots and article suggestions will not work for you
- Very few styling options