Intercom Reviews: 4.5/5 — Highly Rated

Over the years, Intercom has become our primary tool to service our customers, mixing chat, email support, and now a brilliant AI. Their constant innovation feels like having a tech-savvy buddy in our corner, making customer service incredibly painless for our team. It's been an uncomplicated tool to train new users on, and just as easy to scale as our team has grown over the years. I also appreciate that their team is always a quick message away if we have questions about our plan or features.

My primary dislike would be the costs. While the basic features cover most needs, some of the more advanced capabilities and integrations will come with additional costs. As you start adding more advanced features to your contract, it's easy to begin to feel like you're being nickel and dimed.

I've been with my team for seven years now, and during that time I've watched Intercom grow from being one of a few support tools we use to becoming the only tool we use to support our customers. The seamless integration of chat and email support has streamlined our communication channels and enhanced our overall customer service experience. Consolidating our channels into Intercom has led to a notable increase in our team's efficiency.

I like that you can have messages sent to an email forwarded to intercom for easy ticket management. I love that you can write notes in the tickets and use gifs in the notes as well - this is great for having fun with the team while collaborating to resolve a ticket. The reports are intuitive to use. I love that you can create and mange articles for clients through intercom. The automatic tagging features are fantastic. I like that everyone sees the tickets - easy to collaborate. Over all a very intuitive program for a customer success team who handles incoming tickets.

I would like the option to have a longer notification sound. Notifications can be delayed. I don't like that the ( <3 ) heart was removed/moved - this was a quick way to view your positive comments from clients. I don't like that the intercom mobile app does not have all the same important features as on desktop - such as I can not post pictures/gifs to notes when on mobile and I can not add a subject to the chat. I have to return to desktop to complete this.

Intercom provides a fully open ticket managing system that allows for easy collaboration by having all team members be able to see all chats at once.

The ease of adaptability, the new feaures like AI interegation, easy to interact with costumers and also provide support. Have been using intercom for 1 year now and the exprience has been amzing so far and with new features coming up it is the best.

No private buckets, this feature needs to be added.

The easy of customers reaching out to support and also the ease of segerating the type of chats based on their importance is the best and help a lot to prioritise tasks.

Intercom is very easy to use and it helps a lot that you can change a sentence to more friendly, and the person who reads your messege will have a better experience interacting with you.

At first it´s a little confusing but once you have the hand of it is very easy

Menu requierments, and helping upload information to their websites.

What I like best about intercom is that you can customize and make your own makro for the convenenience of creating an email response. This helps us a lot in terms of sending responses.

What I dislike about Intercom is that you need to regularly check if there was already a response made one you sent an email. I would like also for more customizable signature.

Intercom is helping us by sending an alert once a chat or an email response was received. This will greatly help us reply in a timely manner for our customer service.

I love the bot reply and the saved messages. I also love that i can assign messages to coworkers very easily. If a coworker needs assistance with a message i can easily access their inbox and help them rather than going back and forth. I enjoy the round robin because no one gets flooded with messages.

The only downside is sometimes the auto replies are incorrect.

No more emails, and more organization. No losing messages in inbox.

Nice UI. Probably the easiest platform to get started on. Their support is better than most every other company anywhere. Lots of options for gathering feedback from users to create better landing pages. Design of the support center they provide is really nice and really easy for anyone to use. Details on articles, like what users searched for and didn't find an article are useful for improving content so customers can self service instead of contacting us.

Intercom won't base a profile on a persons email address so its difficult to see any past correspondence from the same person. A person that emails you and then enters their email on the chat won't be grouped as the same person, this shows up as two separate people. Intercom also bills for the number of people who contact you. There's been some bugs but they do seem good at fixing them.

customer support

There is an AI feature that is very useful when responding to the customers especially we are in a Business field.

This looks like a chat from the customer and immediate response is expected from the customer service.

This is the platform we utilize to engage in communication with our customers regarding their database or product concerns.

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.