Intercom Reviews & Product Details

The interface is very intuitive! Easy to use for any professional, tech-savvy or not! The functionalities are endless and it could be a one-stop solution for all Customer Support needs.

I think there's nothing at the moment that I dislike. So far, so good!

We use it as a Customer Support tool - to manage email/live chat support queries and also for maintaining our knowledge base with the help articles.

segmentation of data and targerting audiences with the chat bot

a few things compared to zendesk not possible to access the code of the help center or not possible to follow articles, no integrated community forum but I'm new to intercom so lets see...

communication with our users

We use Intercom to manage our campaigns, customer service requests, software surveys, help documentation, tooltips, and page posts.

The Support takes a little while to get back to you.

As an all-in-one platform, Intercom makes it easy to link docs and surveys to customer support chats since it's all housed in one place. It allows us to collect data on our users and use it for our marketing campaigns.

The attractive lay out of the emails and ease of use

Sometimes i need to copy and paste it but it sits differently after

Makes it easy for me to send 'how to' set up videos in an attractive way to customers before hosting workshops

Intercom's Support Center provides a clear and direct example of how we can use Intercom tools within our own product. We do not have a membership that supports us having a direct account manager to show us how to use the system, so it was looking at the examples of how they manage their own support that made it relatively simple for me to learn on my own. Integrating tools into our platform is very intuitive. I have also gotten a few research questions answered through the Intercom community, which is a huge help.

If you don't know where to start, it doesn't seem like there is enough Human support to help get things moving.

Enabling customer self-service allows our team to be more strategic, as we know the Intercom tool can support most of our users with their foundational needs. Intercom tools also support us in driving platform feature utilization, where customers might not be using features as much as we'd like (or as much as will support their initiatives), so it is a way to draw attention to items they might not discover on their own. We also use it to support new users and ongoing email newsletter communication.

flexible and easy to edit workflows mean it's a much better and faster way for customers to get information and resolve their issues

It's a big app with a lot of functionality, so it does take a while to get a large team fully onboarded and confident with everything

We used to have old school ticketing, now we have a responsive self-service chat bot and chat interface for our agents to use. It also solves the problem of a single point of customer communication on our app for in-app messaging, surveys and onboarding which loop back into our support and product team for feedback if we announce new features for example.

Workflows and Macros are really simple to use.

Unable to export reports, specifically around team performance

Helping us to support our customers through human and automated customer support

A facilidade para criar posts, chats e e-mail que são disparados no sistema do cliente.

O atendimento que ainda não tem em português.

Entregar respostas através de inteligência artificial sem o contato com o atendimento humano.

The functionalities, simplistic design and feature loaded application is all that is required for a perfect support team

Nothing except the pricing! ;) Everything else is simply perfect.

It is helping us provide tremendous support to our customers to ensure they are heard immediately and are responded to in the quickest possible time.

I like that Intercom is an all-in-one customer messaging platform that allows me to communicate with customers in a variety of ways. It makes it easy to manage customer conversations, segment customers, and keep track of customer engagement. It also has powerful analytics and reporting tools that help me understand how customers are interacting with our product or service.

One thing I dislike about Intercom is that it can be difficult to customize the user interface for our particular use case. As a result, it can take a lot of time and effort to configure Intercom to fit the needs of our organization. Additionally, I find that the user experience can be a bit clunky and unintuitive at times.

Intercom is a customer relationship management (CRM) platform designed to help companies build better relationships with our customers. It provides a range of solutions to help our business stay connected with our customers, including customer support, customer feedback, customer segmentation, lead generation, and more. By using Intercom, businesses can improve customer engagement, gather customer insights, and build more meaningful relationships. This helps us to better understand our customers, provide better customer service, and drive more revenue. Ultimately, Intercom is helping businesses to grow and succeed by providing us with the tools they need to create a better customer experience.

I loved the onboarding process. It was very organized and you were able to tailor it to your needs. They also have a great deal of knowledge base articles and amazing Community platform that is super helpful. As it relates to the interface, it is very intuitive and easy to learn. We are a fairly new customer (less than 6 months) but we have had a great experience so far. I can't wait to start using some of Intercom's other features such as checklists and product tours.

The support team. I wish they were able to jump on calls for urgent, time sensitive matters.

It is helping us answer support tickets more efficiently. We are also able to release product release information and notes more quickly with a better UX.

ease of use, the assortment of info you can put in, images etc

nothing really, i use it at work, so far i have no situation in which intercom failed me

online chat support

Easy to integrate and implement with other products. Also, there are a lot of functions we can use. At least, we always can get dozens of statistics and work with dashboards. It's easy to use and we do it every day. Sometimes we have troubles, but customer support always helps us.

Sometimes it takes too long to open pages on the intercom.

We are working with customers and it's easy to work with them via Intercom. As I noted, we can use saved replies, and also we can use quick links.

The ease of usage of the intercom is what I enjoy best about it.

What I dislike about the intercom is it's appearance as it's too simple.

Intercom is helping me in getting getting in touched with customers when they are raising concerns on tehir account.

team and patient messages/ notes. easy!!

I have absolutley no complaints about it

There has been no miscumunication as everyones nores and messages are listed in one place.

Its user interface is the best on the market.

Would like to see best features for tier II and tickets management. It doesnt make sense to me that it's still so lighweight on that.

Customer support. onboarding

The communication with the customer is clear and it is easy to utilize the intercom for better service experience.

I have not seen any downfall of the intercom so far.

Customer service

The connection it provides for coleagues.

Maybe a word suggestion when typing so we can maybe be more efficent when replying to customers.

It connects us to our customers when they need assitance.

With Intercom we brought our live chats and ticketing system in one place. That helps us to easily manage all the inquiries and respond in time.

Despite they have enhanced their analytics, there are lots of metrics that still need to be added.

Intercom helps us to be in contact with our customers and help them with getting the most from our service.

Organising and managing chats is top of the line, as well as all the different ways you can reach clients via outbound communication (chat, posts, banners, etc!)

When you download the details of users who engage with mass comms, the downloaded .csv file doesn't have user names and emails, just the user ID number :(

Intercom is solving the problem of announcing new features and adoption. It benefits us by easily letting users know about new features AND announcing to the right clients- not just blasting anyone and everyone. We're seeing more folks engage and adopt the product!