Intercom Reviews: 4.5/5 — Highly Rated

I like the UI of Intercom and its branding. The front-facing/customer-facing UI/UX is solid, which helps my business look more polished. They have robust features, enabling us to trigger personalized messages to enrich/improve customer support. Impressive web and mobile apps.

Saved replies should be included in the lowest cost tier. This is basic functionality but Intercom blocks its users from unlocking the feature unless the customer pays $99/month. This is silly.

Intercom allows us to more effectively capture lead data and communicate with them when they are making a purchasing decision. Their mobile app allows us to communicate with users on the go.

I like the ease of use and modern interface.

Not being able to create an email easily like in Outlook. There is no option to just click "Compose".

We have eliminated a need for two platforms/softwares and centralized our live chat and email system in Intercom.

What I like best, are the product tours.

What I like least is the message automation process. It is very complicated to configure and very difficult to teach the bot if, as in our case, you have very different questions

Without a doubt it has helped us to improve our support, having resources available at the moment, and not having to write the solution for each client, or record a video for each of them.

Intercom's customer service is excellent - they're really friendly, helpful and reliable. Alongside that, their content editor is excellent too - a really nice WYSIWYG interface where you can format your articles to make them appear just as you want them to, and easy to organise into collections that allow you to create useful UX's for your audiences. We're also massive fans of the product tour feature - these are incredibly easy to set up, offer real value to our customers in the onboarding process, and ultimately save us time too because that onboarding can be done by the customers themselves without us having to hold their hand.

The lack of flexibility for Help Centre layouts - I'd really like to be able to use a grid layout to reduce scrolling and fit more detail above the fold, which is something other Help Centre providers do allow. All that being said though, I have raised this with the intercom team and they have passed my feedback onto their product team for consideration in the future.

It's a fantastic way to help customers in real time, as well as helping us build an effective and efficient help centre for our business. We can also use it to send emails to customers and prompt them into taking actions. Finally, their product tour feature is really helping us make onboarding new customers a terrific experience and one that can be almost entirely self-led, which saves time at our end and allows the customer to take things at their own pace. We're actually now looking at how we can further improve and refine our use of intercom and really embed it into our customer communications strategy, so that we're getting maximum value from it, but using it to add value to our customers.

The staff is the most helpful aspect! They guided me on what to do and troubleshooted my issues that weren't covered in help articles. The upside of having Intercom is coordinating, tracking, and reporting support issues with tags, bots, and more!

I wish the support team was more accessible. When you can chat with them, they're a godsend. When you have to wait for one, it feels like waiting for paint to dry over days. If you're in healthcare, be extra careful to not forward any email threads (even if sent to different recipients) to Intercom because all the recipients will be added to that one thread. This technically can be fixed with a rule that detects these recipients are at different domains/institutions and shouldn't be linked as strangers. However, this recurring issue can cause companies, which are trying to protect the privacy of their customers. to lose credibility, trust, and even a sale.

We're solving the issue of engagement with Intercom to help automate support in some aspects. Some benefits that we've realized include better coordination of picking up support cases, personalizing replies based on custom attributes supplied from our database in real-time, and reporting of stats on issues, team performance, etc.

The base product (the chat functionality) is fantastic and simple to use for both the customer and support worker. People who use it find it simple, and less threatening than having to phone someone. It also allows for a lot of automation saving us time and money. It is impressive considering most of the features are early days, but i wish they where priced a bit better. We really like the different inboxes which an be used

Segmentation is limited at best, and marketing functionality lacking and overpriced. Support staff often take a long time to respond and do not come up with anything useful. The constant "we will pass it to the team" response is annoying at best. Too many bugs in the data with messages often not being sent to users correctly. Also price per seat is crazy, considering we use part time freelancers, meaning the annual contract is totally out of reach for us. It seems to disadvantage growing startups

We are able to chat to our customers and drive more engagement through interaction and automation. Intercom also allows us to have a 24/7 way for our customers to reach us without having to run an expensive telephone department. It is easy to train new employees and get everyone up and running. We also needed automation for our commonly asked questions to free up our support workers to tutor students. this was important to us as without it our costs would not make the chat system worth it

auto replies and segment customers and banners

customer service not as responsive lately

intimate customer service

the different tools it has to communicate with your clients and how easy are to set them up.

I haven't been able to define goals on a correct way and the reporting and analysis piece can be improved by adding more layers of filters to give a better understanding on the user behaviour.

having a direct communication with the customer by including a chat and build an in app user onboarding.

Intercom is sleek, intuitive, and easy to use.

At times, customer care can take quite a long time to get back to you (week+). I don't like the note feature. If you switch from a reply to a note or back you lose whatever you were typing.

It allows us to maintain organized conversation/ticketing system so that we can better care for our customers. The metrics provided allow us to plan for trends and check in with our team to maintain standards.

- simple and friendly UI - operator - constant imrpovements

- Help center needs a bit of improvement in terms of traceability and reporting - Although the support is amazing some times the support level should remain consistent between the different team members - Support response time

- Providing support to a huge amount of customers localised on more than 5 languages.

Intercom's saved replies! they are the best, easy to use and helpful

Hard auto tags some metrics are limited. I want to be able to track team performance in a downloadable, sortable way

We answer tons of user questions. We also use it to troubleshoot site issues

Helpful support sharing tips and tricks! Intercom is fairly easy to to use and pretty straight forward which is nice.

The inbox is sooooo tiny. At times, I have to scroll threw hundreds of tickets and I can only see 10 at a time before it loads 10 more. Super tedious. The text box is also tiny. Also, custom folders would be amazing :)

Problems = user issues Benefits Realized = feels very personal!

Intercom provides every feature you may need to support your customer from a pre- sales stage to the onboarding, nurturing and support stages.

Nothing in particular jumps to mind, if anything it does require some time to setup all of the bots since they are so modular.

Customer support for the most part. It helps us saving a lot of time.

Intercom constantly come up with new features and improvements!

The support team, due to COVID I suspect are not as responsive as they used to be. They used to have an absolutely fantastic live chat, but now it takes much longer to hear back from anyone (which is quite a problem when it's a customer facing issue).

The in-app and more recent banner features are great, simple ways to alert customers to new products, features or to share announcements.

They don't jump to a conclusion and always making sure that both parties are on the same page.

The response time. There are times where I need a response asap but I can't give them a call that's why I am looking forward to hearing from them soon.

Upgrading subscription.

The interaction with the client, the chat makes it easy to work. The rules, automation of chats helps to give the atention we want to our clients

That the reports can not be exported to a csv. The export option is usefull but we really need to work with all the information intercom gives us. Resolution bot should also tag conversations. Also, that we dont have a way to export activity logs. We have more than 80 people working and it is really hard to control everyone If we could export that report, we could track more the movements. Last, we dislike the conversation rating: we think that the customer satisfaction should be analayzed with more than one question to fully undestrand our clients needs.

Intercom helps solving all our clients problems. It is our only way to coumicate with them and we can follow how they feel about it

How easy it is for users to start a chat and communicate as well as tag convos and pull that API into Airtable

It can be quite an expensive tool when not on startup package

User issues can much more quickly be solved

I like how many options you have using intercom, depending on your selected package.

I do not like, that it takes the intercom support team pretty long to respond to us via the chat messenger.

Answering requests and questions from our customers faster and easier than via email.

User friendly interface but can also be used by people who want to go more advanced. It really feels like an all-in-one application, where you can create a CRM, do emailmarketing, support, marketing automation and much more.

Their own chat is not as fast as that you would expect from a support. It takes 1 or 2 days before you get a response

Support, marketing automation, salesfunnel

The access to send information easy and friendly to our customers, the chance to see if our customers are live or not, where are they from, which device they are using and which version of our app have. All this data about our customers its really important and beneficial for us when we have to report some bugs in the app, or understand better what is doing our customer. Also its very easy to save the replies we most use on the platform.

I don't like the system of tags, conversation tags and some metrics that are related to tags. I explain myself in detail: there's some times that our customer reopen and old conversation asking for something in particular and we usually tend to tag this message, the problem it's that if the user reopen and old conversation, I'm not gonna be able to see this tag at the time that he contacted us, In conversation tags. Other thing is that also it's difficult to have or to find how many users we tagged in the last time, for example, 2 weeks... We can only find the conversation that was tagged or the profile of this user that is tagged. I'll give an example to explain myself better: In the last 2 weeks we had a bug and I need to know how many users where affected, to do so, we tend to tag the conversation of the user and the profile as well, but there's no way I can find how many users where tagged in a specific period time I select (theres no option for this) -- With conversation tags I can have this data, but not always it's accurate because could be that the user reopened a conversation of 2 months ago to report this.... I hope that I can explain myself better with the example!

I'm solving multiple problems but most of them are just being in touch with our customers, reporting bugs, and following up for some special cases. I have some benefits in the way that I can organize my conversations (with the snooze option for exm.)

Very easy to use Intercom once you get a hang of it. Super easy to communicate with clients and leads. Integrating Intercom with our website and Android app was super easy! Intercom has helped us to support our customers in real-time over the live chat.

The way conversations are organized is at times not friendly. Multiple chats by same user is not sometimes stacked in one thread. Navigating the menu can be clunky for the first time with only icon displayed. However, once you get used to the it, it's pretty easy to use.

Fastah was seeking to provide live chat support to prospects and users of our Android app and website.

Intercom makes communicating with users in real time dramatically easier. Moving beyond having email triggers and being able to engage with users right inside an app is extremely valuable and has lead directly to increase revenue, greater customer satisfaction and lower churn.

Events that are added via the REST api doesn't trigger actions immediately; it essentially adds them to a queue unless the client logs in in which case it triggers an action. This is problematic because it means that things like payments going through won't trigger an action until later. I really don't understand why they don't make this instant. The tool also doesn't allow reporting/segmenting/triggering based on event context. It'd be nice to have actions triggered if a certain event value is triggered rather than having to create multiple events.

Communicating with users of a saas product.

Being able to communicate quickly and easily with our customers and visitors. I also like the ability to use campaigns so you can tailor what messages are sent and to which customers. There is so much power to Intercom that it really makes a differences.

The pricing is quite steep and confusing. Paying per active user seems quite steep and something that is outside of our control - the more people we have using our product, the more expensive it is for us to use Intercom. We are a small start-up and Intercom could really unlock our potential, but the cost of doing so is so prohibitive, it is stifling for us. It's a real shame there are no pricing tiers to help start-ups get up and running - when we can afford to pay several thousand per month, we wouldn't mind as much, but right now that kind of cost could effectively bury the company before we even reach our potential.

We need to provide support to customers, as well as reach out to them about new features and updates to our product. Having Intercom meant it was all done in the one place, which is really beneficial to us.

I like how great it looks and integrates with a lot of other apps.

I don't like to send outbound emails, it is difficult there and time-consuming as if I don't have a customer in the data on Intercom, I need to create a new user first.

It's great that we integrated Intercom with our FB account and with Click up. A lot easier to work.

Great customer support team Pretty adjustable Good possibilities to drive a proactive customer service (if you import user data yourself into Intercom)

Many features missing, the open API does not allow you to dix all those features yourself but you must wait for the Intercom team to decide to develop it. Have probably sent in +80 development suggestions of features missing (for us) or ideas of how to improvement ideas for current features. We come from a very data driven background, have worked with Zendesk for a long time. Intercom native reporting (although updated now) does not include everything you need, so our BE and BI team have moved the reporting to an external Looker. Also not optimal if you want to integrate with a calling solution. Even thought we are using one that is "recommended" by Intercom the integration between the two platforms is far from optimal and requires many walk-around solutions from ourselves.

Adding a proactive chat to our own product (mobile app) for when customers are facing issues, based on the user data we can have a chat popping up with specially designed content.

I love how many people we can reach with Intercom. It's easy to upload and save user data and compartmentalize them into groups depending on the type of message we want them to receive.

I wish we could mass-snooze messages. That would save us 1+ hour each day. I also wish you could mass-select conversations when you're searching by tag.

We are solving churn problems we are currently experiencing with Intercom. We also utilize Intercom to activate our contractors to work more frequently to improve their velocity on our platform.

- Easy segmentation to find existing users and leads based on app / platform engagement and certain attributes - User profile let's you see existing conversations via app with our customer suppor team and existing email sent to each users. It also allows a clear overview of when the user last logged-in to the app and used our platform. - Can save response / standard answers using 'tags' for quicker standard response to customer's enquiries - Easy to use interface, however, due to its easy interface, it lacks some of the feature of other engagement and automation platforms.

- Email designing has no drag and drop feature, only available as HTML. This makes it slightly more difficult for those that have no technical background - Not a lot of features in the chat box with customers - Does not support easy A / B testing of campaigns and tracking

Engaging Customers / Leads and Conversing with Them

Intercom is very developer-friendly and easy to extend.

Pricing for Intercom can get a bit high.

It helped to bridge the communication between customers, customer service, and developers.

I like the way Intercom allows to connect with the users and help them. I also like the clean mobile application Intercom has. It allows the users to express the problems they face, and which in turn allows our support team to connect with them and provide them the best possible solution. Intercom also allows me to keep a track of the pages the user has visited. This helps in targeting the problem the user is facing in a more efficient way.

I would have loved to have more filters for users' data. For example, filtering on an attribute of an event. I would love to also see a better categorization of the users' data. For example, categorizing the users based on the number/complexity of the conversations they've had with our support team.

I am enjoying the complete engagement platform as us Intercom has provided. It's much easier to connect to the users using the intercom. Product tours are a great way of engaging users with our product. Product tours also help in making the users aware of the features of the product and how to use them. The help center is awesome as it allows me to target a certain article to a certain set of users! The help center seems to be a robust platform for knowledge base!

I can really count on Intercom in terms of providing great experience to our customers and getting awesome support from Intercom team.

The API used to be a problem but with version 2.0 this weakness became a powerful feature. I don't like the pricing model either. There is a big jump between Pro and Premium plans.

With Intercom we can provide superb support for our customers. We moved to Intercom from old-school CRM and since that our customers give us perfect ratings all the time.