Intercom Reviews: 4.5/5 — Highly Rated

The interface! The incorporation of AI tools! The interface feels like I am sending a text rather than an official email to my customers.

I don't know if I have any downsides. I think my experience so far has been great.

Solving my customer's Issues. Intercom is helping me get closer to my customers.

I enjoy the how easy it is to move through threads, and the thread options (open, snooze, closed) are super helpful to keep my inbox clean and organized.

Nothing comes to mind at the moment, I really enjoy it.

It allows transparency for all team members to see conversations and work seamlessly with each other.

Intercom works really well with the kind of support we provide. We're fast-paced and effective and this is a great tool to match our speed and our other tooling.

N/A at the moment. I've enjoyed everything about the product thus far.

Helping us with support. I'm a support agent.

Intercom's solution is easy to use and has scaled well for us over the past five years.

Nothing really comes to mind - the solution is solid overall

We mainly use the product for in app chat and for chat on our live website. We have no issues with the product using it for these reasons.

AI in chats and emails, variety of outbound

lack of customization in posts and emails, and chats

a medium for me to communicate with my clients

Everything is pretty straightforward and easy to navigate.

None so far! Everything is on-point......

Realtime assistance

I really like how easy it is to set up on websites via the Google Tag Manager and also installing the snippet within the website application via the guide. I use Intercom extensively as the administrator, and setting up and customizing the workspace has been a very quick process. Setting up and deploying custom bots has also been made a lot easier since the first time I've used it in end 2021, as they have very good and clear documentation for almost every setting in Intercom.

My only gripe is with the length of time it takes to get support via Intercom's own support team. During the 2 years that I've used it in two companies I've worked with, when I was in a company that had more budget for Intercom and we had a dedicated account manager, that was the only way to really expedite support requests on any bugs that were a blocker for us to use the product.

Users have issues getting started on reaching value in my platform product, and hence I've been using Product Tours and the outbound bots to guide users to the right flow to onboard themselves. Also it's been a good way for users to quickly reach to us when they have issues within our product.

It is user friendly and I am bale to privately message my internal stakeholders as well as respond to clients on a separate message. I have my own site for referrals and its allows those specific referrals to come directly to me

I haven't noted anything that I don't like about the system. In all honesty, I have not had any issues or system problem with the system, ie like downtime etc.

It assist me to be able to communicate with the Shyft clients via their e-mail addresses and the chats that start when they have a problem

-Easy to learn layout -Ability to re-open closed tickets -KPIs statistics

-Inability to mark tickets into categories (similar to starring), and no folder for starred tickets. You have to sort all the tickets by Starred first to see the starred ones. -Snoozing menu UX is a bit tiring. The tomorrow options always sets the snooze till 9 AM but I start work at different time to I have to use Custom then input the time from the calendar and a drop down menu. This shouldn't be this difficult. I suggest adding a quicker alternative, like a text box instead of the custom menu, to quickly input the date and time, and let us be able to change the 9AM default for (Tomorrow and Monday).

It's giving me a job, . My main job is to support customers through Intercom, well that's a huge problem solved :D. Additionally, it's easy to use and learn, doesn't have a lot of issues.

I love the A.I feature it's so modern and unique. it allows me to interact with my customer in a more formal and professional manner, with different features and the ability to use notes.

I don't have any drawbacks atm. the program works really well.

it benefits not just me but I'd like to think the entire team.

We can address customers' concerns exceptionally efficiently. I like how we can track our success in responding to customers and their real-time feedback. Intercom is head and shoulders above your other competitors.

Nothing quite yet. One thing I will say is I was comfortable with the old UI and didn't love the recent update. Looking up customers and re-assigning chats to other employees gets confusing now with the change. I'm sure I will get better at managing this as I continue to use Intercom.

Intercom is helping us address our customers questions quickly with our ability to provide them an article that will walk them step by step how to help them answer their own question.

The most important thing is the ease of access and also the UI which is mostly self explanatory

There is nothing I dislike. The intercom could use colors!

understanding user's behaviour, questions and pattern of how they contact us

Using intercome has helped me through my daily tasks, solving requests in an easy dynamic way.

It should have the option to create folders or labels.

Intercome makes about 50% of my job, connecting with our couriers on their day to day need payroll related.

Intercom is fast, intuitive and contains everything to give the best customer experience. With the easy-to-set-up bots, we have drastically lowered our inefficient conversations and can now right to the point with the correct data. The messenger contains everything our customers need, including a knowledge base straight out of the messenger. And if you don't know how something works Intercom's own knowledge base is extensive and their support team is the best. I think I am not the first to copy their macros 😉. Ow, and did I tell you can send gif's 🤩.

You need to pay for each part you use, so if you need a lot of features upgrade your credit card. Would be nice to have a little bit faster reaction times on support, but nothing that is annoying. Most of the time I have a reaction within 24 hours.

We can have fast support with our customers. First reaction times went down by 75% and average resolve time went down by 50% The chatbot is already asking the right questions so we have vital information before we start the conversation.

I love the modern style and the simplicity of intercom, along with the fact that they are adding new features all the time!

one issue with intercome is that it springs updates on you, with little notice or walk through of the new features. the walk through it does have is way too wordy and too much to follow.

intercom is solving the issue of having a platform that is streamlined enough to sort users who need help into different inboxes, as well as manage the number of users in an inbox at what time,.

Intercom is my best friends these days. An efficient and fast way to answer our students questions/concerns/doubts or give general information to new applicantsThe Macro's and FAQ section. I am also enjoying the Custom bots and outbound message systemt.

Resolution bots is not included in the basic subscription

Prepared answers (Marco's/FAQs etc.)

Intercom's the best support platform on the market, always bringing interesting new features such as the new AI powered chatbots, summaries, etc. I absolutely love it.

I think Intercom lacks the ability to fully customize content, such as articles and emails. If there was a way to create more visually attractive content, it'd be perfect.

Intercom's a great support platform, allowing us to respond to a customer and, if needed, quickly get more teams involved. The chatbots are simple but effective.

The way we can assign the chats and reports that we get is really helpful

It is a little expensive, for the features. We need to have more features in the basic plan for reports

Handling customer issues and creating reports based on this

Intuitive, resourceful and scalable. Provides customers with great support experience.

Will need to sign up for more licenses! We like the product too much ;)

Customer experience! Our competitors are traditional companies with outdated support systems; a better customer experience is essentially our product offering. Intercom helps us achieve this!

The way it allows customers to receive support in a quick and efficient way, through a well-designed system directly from the website. All features are well-planned, well-made, and innovative. It's truly amazing to work with a tool like Intercom.

I'm not a huge fan of the pricing cause sometimes is overwhelming for smaller businesses although it's understandable due to the quality of Intercom. Maybe they should be a cheaper tier with fewer features.

Intercom allows us to easily provide support to our customers, as well as create modern documents, articles, and more. It have tons of features we use, also including a great marketing system.

Intercom simplifies the Agent experience, with live auto-refreshing data, they'll respond to customers as quickly as the inquiries come in.

The lack of a web portal for customers who cannot enable live chat in our app for compliance reasons is an improvement I'd like to see shortly.

Intercom makes it very easy to route conversations to different teams depending on account attributes. We import meta data and route accordingly. Reporting is great as well!

I like Intercom for a few reasons. First, I find the interface extremely simple and intuitive, which makes communicating with customers easier and more efficient, even for our less educated employees. The real-time messaging feature between team members is incredibly helpful and allows for more direct communication. Nor can I forget the ability to create templates and quick links to our knowledge bases. Finally, the entire collection of endpoints for API and integration with other business tools is very useful.

For me, one of the main disadvantages of Intercom is the cost. I believe that the price per user is too high, it would be great to put the whole team to work on it, but we have a very large commercial operation, putting all the SDRs, LDRs, TLs and EVs is not feasible for us, this is undoubtedly a limiting factor .

Intercom helps us a lot with its team management system and the ability to create product documentation. This reduces response time for customer problems and questions, which is essential for customer satisfaction and maintaining a healthy relationship with our users.

the features on using intercome really helps to interact with consumer more efficiently.

sometimes the platform was delaying and it causes me to lose time to interact with customer.

The intercom helps me to answer the concern of our customer efficiently and accurately.

It's helpful as a tool that allows, Personalization: Intercom enables businesses to personalize their communication with customers, creating a more engaging and meaningful interaction. Multichannel messaging: With Intercom, businesses can reach their customers through multiple channels, ensuring that they can communicate in the way that works best for each customer. Customer insights: Intercom provides valuable insights into customer behavior and preferences, allowing businesses to better understand their customers and tailor their communication accordingly.

Some of the unhelpful parts, Cost: Intercom can be quite expensive, especially for smaller businesses or those with limited budgets. Complexity: Intercom can be complex to set up and use, and some users may find the learning curve to be steep. Limited integrations: While Intercom does offer a wide range of integrations, some users may find that it doesn't integrate with all the tools they need.

Intercom is primarily solving the problem of effective communication between businesses and their customers.Improving customer engagement andStreamlining communication

There are a lot of great features of Intercom, but our favorite would be the Intercom series. It allows you to use many of Intercom's tools: product tours, emails, tooltips, etc. Your users can enter a complex sequence, and you can have different touchpoints along the way.

Not much to dislike, although some additional features can be expensive. Once you are using all of Intercom's tools, it may not be easy to move to another product.

Intercom helps us solve basic analytics by allowing us to track customers and their actions on our site. It also solved our problem of product tours and introducing new features.

Other than the live chat feature - which is slick and looks great - I love the ability to track log-ins to our client portal; creating a CTA for our Sales and Customer Success teams.

I'm not sure if this is more of our issue than Intercom's per se but I only like the in-app chat experience to launch once - not showing for the client again if they deactivate or minimise it. At the moment, we have the issue that the chat box pops up all the time, regardless of minimisation or deactivation which can be frustrating.

I'm hoping to push people more towards self-serve, whilst supporting clients with larger issues. This helps the team manage their time more efficiently whilst avoiding being caught up on tasks that can be resolved by the client themselves.

Acredito que a principal vantagem do Intercom é a rapidez com que conseguimos estabelecer contato com nossos usuários. O inbox é prático e fácil de usar, facilitando muito no nosso dia a dia.

Uma dificuldade que sinto é entender todas as funcionalidades que a plataforma oferece. Acho que faltam informações de como utilizar as integrações e sobre as funcionalidades em si, como configura-las, por exemplo.

Comunicação com os usuários da nossa plataforma. É bem prático para o usuário conseguir tirar dúvidas com o nosso suporte e conseguimos acompanhar os chamados realizados.

The ability to send mailings; many functions for automating work.

There is no way to download texts from the knowledge base.

The product helps us to quickly and efficiently solve the problems of our users. Conduct marketing campaigns using letters. Study and analyze our users.

I have used a number of different chat platforms and services. Intercom is the simplest, and most modern I have used and feels like a messaging app rather than a corporate chat platform. It has many features that other platforms have such as macros and automated tagging, but it allows for addition features such as built in articles and GIFs that most customers love.

There are some very minor issues I have such as searching for tags requires exact spelling and implementing articles doesn't offer a copy link that the user can then share with others.

Intercom has made chats feel less corporate-like and more personal. Implementing GIFs is a hit with customers, and intercom gives agents greater flexibility in managing their inboxes to match their work pace.

The best option in the intercom is to talk with the clients in many channels to support (email, messenger, WhatsApp). This allows us to be more connected with our clients.

There are many rules that are only for administrators, which, when disabled, allow us to organize the information better. Some options are usually complex or difficult to understand.

It organizes conversations in a priority manner, allows you to generate reports in real time and find out how the support team is in terms of compliance with its indicators.