Intercom Reviews & Product Details

The things I appreciate the most about Intercom are its ease of use, ease of integration, frequency use, ease of implementation, and the unique features it offers compared to its competitors.

None so far, but sometimes our Boss said that the customer support are not that speedy, but still they help us bigtime.

Ofcourse, they help us bigtime when there's a query from our customers. When fixing the bots and etc.

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.

Macros are extremely useful because they are programmed to provide what the client requires rather than just a response.

closing conversation as duplicate content will send out surveys

resolves real state inquiries. AI benefits me because I can answer every issues in a timely manner

Intercom simplifies customer support with intuitive ticketing, powerful automations, seamless self-service, and much more – all at a low cost.

Artificial intelligence should be improved.

It connects customers and leads to business.

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.

I have a few things: - The UI - The ease of use - Integration with Zendesk and Survey tools - Being able to manage my team - the AI, Fin - Free tools for startups

I had some challenges creating a webhook, it took me watching multiple videos to get it right.

Our entire customer support is provided by Intercom. Which makes communicaion easier to manage and unified for all team mates.

It saves my unfinished messaged and does not clear anything without clearing

Beeping sound on messages that are not for me

I really do not have problems to be resolved at the momemnt

The automation options are so helpgul within Intercom. We have a small team and being able to automate some support is great! I also like the no-code setup.

The only challenge for me with Intercom is the lack of intergration with Google Drive for editing and publishing articles.

It is solving a knowledge base, ai chatbot support, automated support and onboarding which frees my time to do other valuable work.

The integration of AI into our product over the past year has been incredibly valuable, enhancing our customer support capabilities tremendously. Additionally, the Series tool's functionality for building adaptive engagement workflows has proven critical for improving our onboarding processes and nurturing relationships with customers. The AI-powered features have augmented our team's efforts, while the workflows enabled by Series have allowed us to engage users in a more strategic, impactful manner. Together, these technology innovations have become integral components of our customer engagement strategy. Their addition to our platform has yielded measurable improvements in customer satisfaction, retention and success. In summary, the AI and workflow automation tools added to our product have been game-changing advances that empowered our team and drove major gains for customers. They have delivered impressive results and become indispensable solutions.

While keeping innovative capabilities like customized analytics behind a paywall makes business sense, some complementary access for early adopters and tech influencers could go a long way in building engagement. Even time-limited demos would allow these potential ambassadors to grasp the add-ons' capabilities and their untapped potential more fully. Their organic advocacy could then help drive broader paid adoption.

1) Intercom’s ability to centralize customer data by integrating with our own API is invaluable. Having a unified platform that brings together user information from all our systems enables my team to access the full context while engaging customers, rather than piecing together data from disparate sources. Seeing comprehensive profiles during live chats eliminates friction and enables us to deliver personalized, informed support. Intercom has become the hub of our customer data infrastructure. By consolidating user information from our proprietary systems and external tools, their platform provides my team an efficient centralized workspace. This single pane of glass gives a holistic view of each customer for frictionless, tailored conversations. 2) Intercom's conversational interface and workflows make communicating with customers easy and natural. Crafting engaging outbound messages and campaigns is straightforward and intuitive in their visual builder. The UX around managing conversations—from automated triggers to live chat—is smooth and simple for both customers and agents. My team can create multi-channel customer journeys with minimal effort thanks to Intercom's seamless workflows and responsive canvas. The platform handles the complexity behind the scenes while providing an elegant and efficient front-end experience. Our productivity and effectiveness have grown tremendously thanks to the user-centric design. 3) Leveraging Intercom’s integrations has been a huge win. Tying into tools we already use amplifies its value. The ability to manage conversations directly in Slack without switching contexts is a lifesaver. Using Linear alongside Intercom to track progress on customer requests is invaluable. The breadth of integrations with complementary tools has extended Intercom’s capabilities for us. Being able to incorporate solutions like Slack and Linear which are core parts of our stack makes Intercom more than a standalone application. Its extensibility and open API enable it to tie into our existing workflows rather than force us to adapt to it.