Intercom Reviews: 4.5/5 — Highly Rated

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.

The 24/7 automated support with Resolution Bot- its great when clients have very urgent questions, they get immediate support and makes us look very professional.

To add a user to Intercom is very expensive, and we cannot know if we need many users or if one is enough. We are a small company and have limited budget.

Its a great way to help customers get immediate help and/or to assign customer questions to the right person. We look professional and well organised.

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

Easy to navigate between sections and easy to use. The training course seems to be well thought out. Great to have customer support at the touch of a button.

They are about to introduce a new UI and it does not appear to be as easy to use as the old UI. A few pieces of functionality don't seem to work the same or similar. Would like to be able to have our customer chat windows be movable around the screen.

Being in touch with our customers and being able to solve their problems in real-time is the biggest benefit they are providing us at this time. Love the service overall.

It's really handy to use, and its fast. i love the macro templates.

Nothing, it really helps me to do my job in a great way

Intercom really facilitates the response to our customer complaints. As it's really fast, we are fast solving problems.

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.

The chat feature is incredible intuitive and the I love how many different ways you can communicate with users. An incredible professional and though-out platform.

The only thing I could fault is the "Send more than once" options within the Messaging frequency scheduler. It is a little confusing and there have been times where a message remains live even after end send date. It could be clearer and include tooltips to avoid confusion.

The onboarding process of our website is not great. However, Intercom's Product Tour feature is removing friction and helping our users to better understand and adopt our product.

See all information on just one screen. Every insight I need to get in touch with my customer is in one place. Its easy to use and now my team can navigate in Portuguese language.

Usability could be more friendly and I keep thinking if Intecom is the right tool for B2C companies. It looks like an "old fashion" and "square" tool compared to new ones in the market.

Get in touch with my clients and use the right kind of information to sell more and solve my client's needs. Integration of WhatsApp, Email and site inbox messaging in one place.

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.

The note and tagging product makes collaborating across our support team a breeze. Additionally, keyword search across all support chats saves a lot of time when responding to complex inquiries.

The biggest area for improvement from my experience would be offering the ability to customize keyboard shortcuts as well as group different types of support requests based upon pre-defined keywords/questions

Intercom serves as our fastest point of contact for customer support. It makes it easy for our large Customer Success team to work together across a variety of customer inquiries.

Super easy to use, barely have to ask questions about features/functionalities.

Dislike that a lot of reports are beyond steeper paywalls - but the core functionality cannot be argued with.

Makes customer communication effortless - with conversations always upheld until resolutions are made.

The chatbot is very helpful to to provide live customer support, the chatbot its growing and getting smarter each day

Support is only offered in English, which makes it a bit difficult to understand the dashboard at the beginning, but it's not very complicated though.

all front office inbound customer service, collections, and customer success, creation of articles to our help center, email handling and live customized support

I really like the new interface with both dark and light mode. I like how easy it is to attach a file, gif, emoji, etc in a chat. I also appreciate the snooze option for messages.

It is sometimes difficult to tell what company the user I am chatting with is from - hard to find their company name/contact information. I think a good improvement would be to be able to change the sound for notifications about incoming messages - maybe have an option to increase the volume or change the tone.

Intercom helps our customers reach out to us if they have any issues using our app, come across any bigs, or just have any questions about our app. They also can communicate to us through it via email. I also benefit from the help center articles we are able to create!

Series. Event-based popups, chat messages, or emails.

The price at first sight. But there is nothing better for the same price.

Answer questions from potential customers. Support chats and emails. Create onboarding series. This saves so much time.

My favorite part about Intercom is Outbound messaging & Series. I can dynamically send messages to certain or all users at any time which is very useful. Intercom's competition is far behind in the level of product design and service that Intercom has brought to the table.

Intercom is our favorite tool, we got rid of generic support email; we engage with our customers and have generated thousands of leads with the tool. The only improvement I would suggest is more in-depth pricing models.

Intercom has helped us generate thousands of leads, provide engaging customer support and grow sales. Our team is more motivated to work with Intercom as opposed to other tools within the market.

Intercom has a simple, clean interface that is easy to navigate and allows our customer-facing teams to keep all communication and resources in one location!

All features are super helpful and make work efficient but Intercom plans can be expensive.

Our team struggled with visibility into issues and allowing the entire team to be able to support a client with an issue or request until we found Intercom!

How intuitive it is, easy to use. And it has many different features that are fun like gif and emogis.

That it doesn't have a dark theme, long hours with such a white screen can be though.

It works faster now and that helps with my workflow.

Internal communication abilities and data collection

It's a little hard on the eye, not super easy to navigate

it helps me provide assistance to my customers and lead them to success

The onboarding wizard is super helpful. Deep features mean once you are up to speed, seeming like a power user is imminently attainable.

The screen layout can be somewhat dense (and thus confusing). Also, not being able to delete lead notes is a hassle.

Helps in segmenting our users effectively, allowing us to focus on high value customers with our interactions.

I enjoy the vast capabilities and products available to accomplish just about anything to engage our users.

I dislike the inability to easily send SMS messages without integrating another app of some sort.

Intercom is solving the common problem of having to email or individually engage users in the traditional, time consuming ways.

Very easy to use, lots of great features, some very handy integrations

The lack of reporting on outbound content (e.g. email open rates).

Quick, efficient support for our users.

I loved the way the intercom is able to understand the topic of conversation and provided automated help before bringing the conversation to an agent.

Its pricing is too high for a startup like ours.

It's helping us establish easier and seamless connections with our customers which in turn is getting our customers better support and overall product experience.

Ability to easily integrate customer interactions with all our enterprise software

Software not designed to handle real time event interactions. Need triggering event

Documenting bad actor interactions for legal follow up. Assisting CS in proactive customer followups to improve engagement

The app is designed exactly how our support workers need it and with tools like macro, they are able to save time and deliver better support. At the same time, our customers love the Messenger, which is always at their fingertips, and they are able to get in touch with support intuitively and quickly.

There's very little of it. Honestly, the price is higher than competing tools. But it's hard to describe how an intercom will improve your life and work environment :)

Lightning fast customer support that is easy to use for both developers and sales people. At the same time, they will deliver an uncluttered customer User Experience.

The in-depth problem-solving steps that was provided.

The wait :( 2 days is a bit too long, especially for an important issue.

Clients' chat boxes that switched mid convo

Intercom Academy Amicable interface Lots of colors Help&learning articles Use of emojis and gifs Very nice customer support Create and edit macros and articles

Sometimes it's hard to find suitable articles or macros without knowing the "keyword." That makes things a bit complicated. Also, the resolution bot it's not accurate sometimes.

I work in customer support, sometimes, through text, things can be misunderstood, like the tone of the message, but thanks to the emojis and gifs, it's way more friendly for the user.

I like the analytics, I check them all the time - it really helps gauge what we are doing well and what we need to work on.

I find that sometimes I can open certain file types which is a bummer. I also find that adding images can be a bit finicky

We are helping more people on Intercom and less on phone which means that we can help more people as 1 resource can be across 3 different chats whereas you can only have 1 person on a phone call.

It's easy to operate, support is polite. The system has good tools to work with.. I recently took the course to learn how to use all the tools on the platform, which has helped me in my work.

Support is usually slow to respond to questions. But when he responds he is very polite and willing to help with my needs. support could be faster.

I can solve most of my clients' problems. As I am an employee, I have no financial benefits from the intercom. yes i am.

Easy to use, internal commenting feature, mobile app for after hours, tagging functionality

N/A We only switched to HubSpot chat because it was included in our subscription. Intercom did have a better interface than HubSpot chat.

Live chat has always been essential to our business model. This helps distinguish us from our competitors as many of them only have a number to call or an email to reach out to.

Intercom's features are well designed, intuitive, and frankly useful. Other support and lead platforms just don't compare, they may excel in one feature, but fall behind everywhere else.

I honestly have little to dislike about Intercom. Support is friendly, pricing is reasonable, and the software is excellent.

Our team can respond to customers in a fast, efficient manner.