Intercom Reviews

An innovative and beneficial resource for businesses.

Comments: Better and more convenient contact between us and our customers is always appreciated. Easy history tracking is made possible by this intuitive tool. It's simple to record my conversations and analyze them afterwards for development purposes.

Pros:

An easy-to-use intercom system. Easy to use even for first-timers, this program has just the right amount of detail without being overwhelming. The intercom is similar to another email program that we use, and I can explain why. Its fast features and user-friendly interface, such as the helpful and funny bot, greatly enhance customer service and lead to exceptional client satisfaction.

Cons:

I find that the intercom sometimes has trouble loading some conversations, which is a major drawback for me. As a customer service representative, you're fielding calls while waiting for the intercom inbox to load the customer's information. In addition to the holdup, additional issues have slowed down the operation of the customer support team.

Really good but expensive

Comments: Good interface, quick search, easy to use for all the team

Pros:

Really helpful for chat with lead and customer. Possibility to make series to automate communication. Possibility to send event to customize serie

Cons:

Intercom is really too expensive and each new feature are more and more expansive. We can't use other feature, Intercom is the service with the higer price in our company.

Best customer service portal

Pros:

Intercom is a reliable portal for customer service.

Cons:

Intercom has nothing to be anxious about it.

Great product if you don't mind the pay per hit pricing structure.

Comments: Support was very responsive and helpful. The platform itself was great. Unfortunately it just didn't make sense to continue paying a premium for a platform that was so challenging to actually deploy (specifically communication features) due to the pricing structure.

Pros:

Great design and easy to use editor in their article creation feature.

Cons:

Pricing structure is very challenging to understand. You were charged extra based on the communication feature used, in some cases based on "all users", and in other cases based on "logged in users". Basically "per hit", but they had two different definitions of what constituted a "hit". Also, they have 3 different "products" of features that are packaged together. In some cases we were permitted to do a "light" version of a package and only get the specific features we wanted while another very desirable feature was packaged into a "product" we didn't need so it became cost prohibitive to add that feature.

Modern customer support platform with strong AI capabilities

Pros:

Easy, intuitive UX. Strong AI capabilities.

Cons:

Analytics and reporting can be a bit tricky to navigate.

Intercom for Startups is Awesome

Pros:

We were fortunate to be accepted into the Startups program so we are receiving a great discount to leverage all the product has to offer. We originally found Intercom for live chat but it offers so many features that we implemented. We love the tooltips and pop-ups. We love the ability to trigger the chat box when certain events occur. There are so many features that we haven’t had a chance to implement them all, each one that we use had helped our users have a better experience on our platform.

Cons:

Get started was a little difficult and I have had to reach out to Support on a pretty regular basis because I cannot find the answer to my questions in their support center. Their support team is awesome but it can take a day or two to hear from them which is frustrating when you need to get something released quickly.

Great live chat and marketing tool

Comments: Intercom is vital for our sales and customer service teams, we use it to communicate with our customers in real time and through email campaigns.

Pros:

It is easy to use, and honestly one of the best tools out there. Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots. They have a ton of integrations with other services.

Cons:

Many features can be found behind a paywall and their tiers of service and bundles are not very clear.

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.

All in one support tool that can grow with you from early stage startup to established organisation

Comments: Very positive and I would recommend Intercom to any early stage startup to apply for the Startup programme in order to get A LOT of functionality and bang for your buck. We have used Intercom from when it was just 2 [sensitive content hidden] to now a company of 50+ people, you don't need to waste time looking for another tool as it can grow with you.

Pros:

The conversation routing bot was extremely easy to set-up and empowered us to streamline and automate our customer service and support processes. Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for our business.

Cons:

Without the startup programme the pricing is quite aggressive with a basic package starting from $74 / month. Therefore, you really need to invest some time to set-up Intercom to add as much value as possible because it is pricey vs alternatives.

Great for customer communication

Pros:

Live chat is great with automated messages. Easy to add onto our websites. Its fast and reliable and allows our team to provide real time support.

Cons:

Its on the expensive side and it can be more transparent, but it does seems worth it for the price.

Top of the line customer support solution with lots of features.

Pros:

Intercom is super easy to use and doesn't require a lot of training of end users. I like that we can add it to directly to our website so that it's easily accessible by our customers. We also heavily utilize their proactive support features to alert customers to new features and updates, which is very handy. We also use their survey feature and like that it's easy for our customers to answer. Their chat feature is good and we like the automation that you can program to triage customer issues.

Cons:

I wish the ticketing feature was better so that we could more easily communicate tickets to engineering that need additional work and support and tag them to multiple customers. The Jira integration doesn't give enough visibility into what's happening in Jira as well. The reports from surveys also aren't the best/a little difficult to use. It's hard to sometimes see how the feedback we receive on questions corresponds with the score.

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 Review

Comments: I am very satisfied in using intercom especialy in communicating with my customers

Pros:

It is not buggy and the user interface is not complicated

Cons:

Application linked to it is very limited to none

The world of marketing

Comments: One of the best applications that I have used and still like you .For its activity and ease

Pros:

It is one of the best applications in terms of ease of use .It contains many features that help customers in marketing

Cons:

It is a distinctive application, but it is one of the expensive applications for small companies

BEST APP FOR LIVE CHAT

Pros:

INTERCOM IS EASY APP TO MAKE SURE THAT YOU STAY KEEP IN TOUCHWITH MY TEAMWORKER!

Cons:

THERE IS NO PROBLEM WHEN I USED IT AND INTERCOM RUNS WELL

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.

Best of the product with simple process

Comments: Its quit great experience with have some software And techincal process

Pros:

effect And process with simple And advance process

Cons:

budget is only the high in the process but Advance process with accurate report

Powerful tool with some limitations

Pros:

Intercom really in a very solid and rounded product you can have a really good set up with it when it comes to customer communication and support

Cons:

A bit pricey and they way cost is calculated is a bit counter intuitive for start ups.

One step ahead of competition

Pros:

The ease to incorporate into the business and handle all our customer enquiries make it the best option for our business. It is easier to incorporate with other apps we use as well.

Cons:

So far, I don't have any cons with using Intercom as it provides great experience for the users.

Easy To Use App - Makes my day easier

Pros:

Ease of the UI - I can always quickly find what I need.

Cons:

While the UI is easy to navigate, it does feel a bit dated.

A great communication platform

Comments: It has elevated our customer communication strategy to new heights. The platform's versatility, combined with its powerful features, has made it an indispensable tool for our team. The positive impact on customer satisfaction and engagement has justified the investment.

Pros:

The live chat functionality is remarkably user-friendly, enabling us to interact with our customers instantly and respond promptly to their inquiries. The automated messaging system has revolutionized how we engage with customers, greatly enhancing our ability to retain them. Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs.

Cons:

The cost for small businesses can be relatively high. Certain advanced features may come with additional expenses, so selecting a plan that matches your requirements and budget is crucial. Moreover, new users may encounter a steep learning curve.

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.

Intercom experience

Comments: intercom has been awesome especially in the way of closing the business communication gap.

Pros:

provision of software that specializes in business messaging

Cons:

I can't really because intercom has helped business in the area of communication

decent AI chatbot solution

Comments: it's a very robust tool but it requires a good amount of time to set up

Pros:

it's a robust chatbot to help us get new clients

Cons:

it took quite a bit of time to setup and the maintenance took some time

Intercom [sensitive content hidden] supports a convicted felon with over $300k

Comments: Was an ok experience but now cancelling due to their support of a convicted felon.

Pros:

Some of the day to day people are good and committed to helping customers but the overall company attitude isn't so.

Cons:

The [sensitive content hidden] and executive leadership are creating a hostile culture with their support of trump