Intercom Reviews & Product Details

Personalised macros, instant notifications

no cons at this moment. Intercom has been a great addition to the tech stack

intercom closes the gap between me and my customers

Easy to - share and paste picture - collaborate with colleagues

I had unintentionally pressed a shortcut key and closed the chat.

Intercom helps us to train new hires effectively

Speed and reliability. Quick and easy customer feedback and reporting.

Could use more customization options, but overall great. Please do not phase out the old inbox completely.

Helping engage with users and keep up to date information at your fingertips.

I love to create macros so that I can quickly respond to common questions. In addition, the new list view makes it easy to keep track of those issues that are in play and those that need to be closed.

No real downsides. I think my biggest wish would be to be able to add WebM in a response. They are very small files on would be better than a gif which is what we use now.

Intercom allows us to avoid email exchanges and phone calls. This makes the team very much more efficient and makes it possible for us to better serve our clients by avoiding the tedious repetitive steps.

Outbound series and running out entire support system with inbox

It would be great to be able to select a percentage of users within a segment when sending outbound coms, a small thing, though. Also, it would be great to be able to have separate mailing lists so we can send marketing material without worrying about users who might unsubscribe being removed from all transactional emails

Running our onboarding coms and customer support

Intercom is really awesome - the shortcuts are easy to learn and predefines system is really amazing. I don't know how can someone downgrade to other platforms after using this.

Intercom pricing is very, very expensive for small companies and startups with no revenue. I believe Intercom should have a free tier or a really low priced tier for beginners.

Intercom helps me to do my job better, giving efficiency to my work and making me do it quicker.

Simple interface and easy to learn. I enjoy using Intercom every day.

The manage participants feature is hard to use and does not update in real-time.

It allows us to easily and quickly speak with our clients on our site. We also love that our clients can customize their experiences.

Intercom has all the tools necessary that my company needed to help our customers'. including the chat (including scheduled messages) and interactive product tours. Although, there are so many more features to review and enjoy.

The least helpful aspect of Intercom (so far) is that their customer support can take longer than hoped to respond. Takes about 24 hours to hear back from someone, which is too long to wait for little questions that are all solved very quickly.

Staying in touch with our customers. Previously to having intercom, the only way our customers' could get in touch with us was via email, which in this day and age, is a technology that is too slow and inefficient to use. Intercom gives us a new way to reach our customers' and help them when they need it the most.

All my correspondences are open and ready to communicate at any given time.

The new Dashboard layout, but then again I need to give it another go when I have time.

It has speeded up my interaction times with clients through the interaction between apps.

- Template are extremely useful, allows you to answer complex questions very quickly - Customization, being able to customize the messenger bubble with our branding is awesome - Integrations (slack / hubspot)

- Instant chat makes the customer expect an immediate response, which can sometimes be complicated with a small team

Centralizing every customer conversations, including emails

Being able to keep track of client history, seeing the salesforce information integrated on the side bar, ease of use with macros and creating help center articles.

With the new update you can see which team members are looking at your conversation, and it is also not as apparent who is assigned to the conversation. Sometimes seeing other team members is helpful, but other times not necessary and I do not see the benefit.

Solving quick responses to our customers and a modern way to interact with them directly on our website. It is very user friendly and easy to navigate. As a new employee in this business I found it very easy to use and learn.

Macros are helpful when we have repeat questions from customers and I can easily reference a pre-written message.

I have been using intercom for a couple of months and there is nothing I dislike at the moment.

Intercom helps us communicate with our customers when they are having issues. It is extremely easy to communicate and reference old conversations for context.

It not only cares about the customers that the client will have but also cares about the clients. Another best thing is that they regularly push new features almost every two weeks.

I didn't come across any such thing where I was disappointed. It's just the best. I migrated from another service, and they weren't that good. Intercom almost covers all use cases, so there's zero chance of any dislikes.

Intercom helps in solving customer problems, and provides assistance and support to the customer (with BOTS too).

As a support team member for my company, I have an extra appreciation for how helpful, detailed and friendly the whole Intercom team is

Some of the features are very complex and one little detail can throw alot off.

Improving the inbox to make us quicker and more effective

Centralizing all customer communications in a single platform that can be accessed across departments, from customer support, success, product, QA, and development. Segmented messaging and event tracking.

Would like to be able to query and report on user events - currently, we use Mixpanel for this, but it would be great to be able to see this in Intercom.

Intercom has helped us understand user behavior and troubleshoot customer issues. It's enabled us to provide very responsive and timely customer support.

The features that they have. Intercom has extensive tools

All the additionals costs for all the features

All our customer care procces by chat and the series

Intercom has been a great tool to keep in contact with our customers. They are always improving and adding more features.

Sometimes their chat customer support takes a while to reach out, but most of the time they've been great.

Newsletters, email series, chat, analytics, etc.

Intercom is easy to navigate- intuitive; producing high quality material.

Intercom could integrate with additional common platforms.

Intercom allows us to provide live customer support and host a knowledge base library for out software

We can communicate with the customer seamlessly without any hassles of reading any long or forwarded messages. I adore the note part where we can communicate with our colleagues so we can provide the best resolution with the customer without the need to cc them on email which will make the customer irritable or confused haha!

On the email part, just a recommendation. When the system detects that the message was so short, there should be a reminder message that will popup and say that "your message might not be complete" then we are to confirm if we are to send that short message. I am experiencing this lols, where I accidentally send some incomplete messages hehe. Just a suggestion I guess. Thank you!

Intercom is so beneficial when it comes to communicating with the customer and being transparent to the company, as we all know anyone who has access can see all the messages here. I think Intercom built our trust in everyone.

It is very clear to see all the items that I handle in one place. I know the status of everything and can hand-off parts smoothly.

I wouldn't say there are any significant downsides.

We are a global organization and overseas folks would have to wait for answers. Our website is robust, so almost all the answers are already "there" - so the articles and links get people their answers so quickly. It leaves us MUCH more time for strategic work.